Position Summary
The Regional Care Coordinator (RCC) is a Government-designated key personnel position responsible for coordinating safe, timely, compliant, and family-centered respite care for eligible Army EFMP families across assigned installations. The RCC serves as the regional point of accountability for family intake, provider matching, provider supervision, case-file integrity, authorized-hour monitoring, service continuity, quality assurance, and coordination with Installation Functional Managers and ASJV program leadership.
For this assignment, Zenobia Wells brings more than 10 years of direct Army EFMP Regional Care Coordinator experience and more than 27 years of healthcare administration, case management, patient advocacy, and quality assurance experience. She has supervised more than 40 Respite Care Providers across 16 Army installations and coordinated services for up to 200 Army families.
Essential Duties and Responsibilities
Family Intake and Service Coordination
- Retrieve and log approved family service packets from the Government-designated secure system within one business day of notification.
- Contact each family within one business day of packet receipt, introduce the program, explain the coordination process, and schedule a comprehensive intake meeting.
- Develop and maintain a family profile addressing care requirements, authorized respite hours, scheduling needs, family dynamics, behavioral considerations, communication preferences, household conditions, and special accommodations.
- Review service authorizations and supporting documentation to confirm eligibility, assigned level of care, authorized hours, expiration dates, and service limitations before care begins.
Provider Qualification, Matching, and Onboarding
- Identify qualified providers based on education, training, credentials, experience, availability, geographic proximity, and compatibility with the family's needs.
- Provide families with at least two qualified and available provider options within three business days of the initial intake meeting whenever the local provider pool allows; notify program leadership when qualified local providers are unavailable.
- Coordinate family-provider introductions, selection, assignment, scheduling, and service initiation while documenting the status of every unmatched family.
- Review provider credentialing and pre-employment packets for completeness before submission, and support the program objective of 100 percent Government package acceptance.
- Onboard, orient, train, coach, and support Respite Care Providers on family-specific care requirements, documentation standards, timekeeping, safety, confidentiality, and contract expectations.
Provider Supervision and Continuity of Care
- Remotely supervise assigned Respite Care Providers and monitor schedules, attendance, arrival times, service delivery, and adherence to family service plans.
- Respond promptly to missed clock-ins, provider call-offs, late arrivals, family concerns, staffing disruptions, and urgent continuity-of-care events.
- Verify family and EFM safety, identify and deploy the nearest qualified replacement provider when needed, confirm restoration of services, and follow up with the family.
- Assess provider-family compatibility and changing behavioral or care needs; provide guidance, arrange additional support, or initiate rematching when safety, capability, or service quality warrants it.
- Maintain regular communication with providers to address concerns, reinforce performance standards, reduce burnout, recognize strong performance, and support retention.
Documentation, Data, and Reporting
- Maintain complete, accurate, and current family and provider records in ASJV-approved systems, including service documentation, schedules, authorizations, utilization, incidents, feedback, and matching status.
- Ensure all required family documentation is validated before the first service appointment; suspend services and notify program leadership when documentation remains incomplete or expired beyond contract limits.
- Monitor authorized hours, hours used, hours remaining, authorization expirations, schedule alignment, and service delivery to prevent overages, lapses, or unsupported billing.
- Provide accurate regional inputs for weekly, monthly, quarterly, annual, invoice-support, and quality reports, including open cases, unmatched families, utilization, staffing, trends, discrepancies, incidents, satisfaction, and corrective actions.
- Protect personally identifiable information, protected health information, and Government-furnished information; use secure systems and disclose information only as authorized for contract performance.
Quality, Compliance, and Stakeholder Coordination
- Monitor performance against PWS standards and acceptable quality levels, including packet processing, family contact, provider matching, file completeness, successful appointment completion, and timely reporting.
- Conduct family follow-up and randomized check-ins, review satisfaction feedback, resolve concerns promptly, and elevate suspected abuse, accidents, incidents, safety risks, or unresolved service issues in accordance with program procedures.
- Coordinate directly with Installation Functional Managers, the Program Manager, Alternate Program Manager, provider agencies, families, and other authorized stakeholders to maintain service continuity and regional readiness.
- Document deficiencies, participate in root-cause review, implement corrective actions, and monitor results for sustained improvement.
- Support transition, surge staffing, hard-to-fill location recruiting, and other program initiatives required to ensure uninterrupted EFMP respite care across the assigned region.
Required Qualifications
- Bachelor's degree in Business Administration, Social Services, or a related field.
- At least five years of experience supporting social service programs, including at least three years in a role requiring remote management of staff or services.
- Demonstrated ability to coordinate geographically dispersed services, manage sensitive case information, oversee provider performance, and communicate effectively with families and Government stakeholders.
- Ability to use secure file-transfer, customer relationship management, workforce scheduling, electronic timekeeping, reporting, and standard office systems.
Preferred / Incumbent Qualifications
- Master of Business, University of Phoenix (2014).
- Bachelor of Science in Criminal Justice, Columbia College (2004).
- More than 10 years of direct Army EFMP Regional Care Coordinator experience.
- More than 27 years of healthcare administration, case management, military healthcare, patient advocacy, and quality assurance experience.
- Established experience supporting Army EFMP operations across 16 military installations and coordinating with Installation Functional Managers throughout Region 3.
Performance Expectations
Performance Area
Contract Standard
RCC Accountability
Packet processing
Log within 1 business day; 95% processed within 3 business days
Track receipt, initiate work, and resolve delays
Family contact
Initial contact within 1 business day; 95% within 3 business days
Complete outreach and document attempts
Family files
100% complete and validated before service
Verify documents and stop noncompliant service
Provider matching
At least 2 qualified options within 3 business days; 90% monthly AQL
Match, document, and elevate shortages
Open cases
98% reflected in weekly status reporting
Maintain current matching and coordination status
Service delivery
98% of scheduled appointments completed successfully
Monitor attendance, quality, and continuity
Reporting
95% on time and accurate
Provide complete regional inputs by suspense
Work Conditions and Availability
- Administrative coordination is normally performed during the contract's standard business hours of 7:30 a.m. to 4:30 p.m. Central Time, Monday through Friday, excluding federal holidays and Government closures.
- Direct respite care may occur between 6:00 a.m. and midnight local installation time, seven days per week; the RCC must support established after-hours escalation and continuity-of-care procedures.
- The position is remote/regional and requires reliable internet, telephone access, secure handling of sensitive information, and use of contractor-furnished technology.
- Occasional travel to Government facilities, meetings, conferences, transition activities, or regional coordination events may be required with appropriate advance notification and approval.
