Role Description

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.

Qualifications

• 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.

Requirements

• Bachelor’s degree in social work, human services, public health, or a related field (preferred).
• Experience working within a Financial Management Services (FMS) organization or similar agency supporting self-directed care (preferred).
• Bilingual skills are a plus (preferred).

Benefits

• 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.
• 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.
• 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.