SUPPORT BROKER SUPERVISOR
We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands. Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.
The Self-Direction Support Broker Supervisor provides leadership and oversight to a team of Support Brokers responsible for assisting individuals enrolled in self-directed Medicaid waiver programs. This role ensures Support Brokers deliver high-quality service, comply with program standards, and are equipped with the training, tools, and mentorship needed for success.
The Supervisor plays a key role in maintaining program integrity, ensuring participant satisfaction, supporting professional development, and driving performance improvement
Key Responsibilities
Team Leadership & Supervision
- Supervise, mentor, and support a team of Support Brokers delivering services to self-directing program participants.
- Conduct regular one-on-one check-ins, performance evaluations, and coaching sessions.
- Foster a supportive team culture focused on person-centered service, accountability, and continuous improvement.
Program Oversight & Compliance
- Monitor caseload distribution and workload balance across the team.
- Ensure team adherence to all policies, procedures, state regulations, and documentation standards.
- Review participant files and records for completeness, accuracy, and compliance.
- Assist with audits, quality reviews, and implementation of corrective action plans.
Training & Development
- Onboard new Support Brokers and provide structured shadowing, orientation, and mentorship.
- Identify skill gaps and provide or coordinate ongoing training and professional development.
- Stay current on changes in self-direction policy, Medicaid regulations, and program updates to train and inform staff accordingly.
Participant & Stakeholder Support
- Serve as an escalation point for complex participant concerns, complaints, or grievances.
- Ensure timely and effective resolution of participant issues, maintaining a high level of customer service.
- Collaborate with external stakeholders, such as state agencies or managed care organizations, when needed.
Reporting & Communication
- Track team performance metrics and deliver regular reports to program leadership.
- Communicate policy changes, program updates, and best practices clearly to staff.
- Participate in leadership meetings and contribute to program planning and strategy.
Education and Qualifications
Required
- 3–5 years of experience in human services, case management, support brokerage, or a related field.
- At least 1–2 years of experience in a supervisory or team lead role.
- Strong knowledge of self-directed service models and Medicaid waiver programs.
- Exceptional leadership, communication, and organizational skills.
- Proficiency in Microsoft Office Suite, web-based case management tools, and remote collaboration platforms.
- Ability to travel as needed to support staff or attend in-person meetings.
- Must possess professional verbal and written communication skills.
- Must be willing to work with people of all ages and disabilities.
- Must possess good problem-solving skills.
- Must have a valid driver’s license and dependable mode of transportation.
Preferred
- Bachelor’s degree in social work, human services, public health, or a related field.
- Experience working within a Financial Management Services (FMS) organization or similar agency supporting self-directed care.
- Bilingual skills are a plus.
Join Us
- This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.
- Company benefits designed for you:
- Generous Paid time off.
- Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.
Benefits package:
- Employer shared Health Insurance cost
- Employer paid Disability Insurance
- Employer paid Life and AD&D Insurance
- Vision Insurance
- Cancer Insurance
- Voluntary Life Insurance
- Paid Time Off
- Remote work environment
- Paid holidays
When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:
- Bring your authentic self to work.
- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
- Experience work/life balance.
- Feel value and a greater purpose through the work you do.
Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
