Monday-Friday 2:00PM-7:00PM (and one weekend-day - the weekend day will be flexed for one of the weekdays)
Setting: Travelling in-home in Capitol Hill, D.C.
Summary of Role:
The Service Support Coach ensures the fidelity, consistency, and effectiveness of Positive Development’s care delivery model by providing structured, non-clinical oversight, and coaching across the client’ care pathway treatment plans.
Key Responsibilities
Oversight and Engagement Review:
Conduct monthly session reviews (minimum 1x/month per child) to service delivery is consistently high quality
Observe DPP sessions to identify areas for reinforcement, redirection, or non-clinical coaching
Partner with Clinical Operator and DPP Manager to support family engagement and DPP alignment
Schedule and Family Engagement Monitoring:
Review family schedules and session cadence to identify dormancy, missed sessions, or risk of disengagement.
Communicate concerns to Clinical Lead
Proactively partner with scheduling team to reschedule missed sessions and maintain consistency
Support logistics and schedule alignment with care plan goals and block structure expectations
Coaching and Operational Support:
Provide coaching to Scheduling, Matching, and field staff when readiness or execution issues arise.
Partner with DPP manager to close gaps in service
Deliver structured feedback to clinical and operational leaders to identify patterns and surface root causes
Facilitate problem-solving and action planning for issues such as missed sessions, poor engagement, and DPP inconsistencies
Data and Documentation Review:
Review DPP documentation for completeness, clarity, and consistency with treatment plan
Identify documentation issues or omissions and provide real-time coaching to DPPs
Track documentation compliance trends and escalate quality concerns to the DPP Manager or Clinical Lead
Log oversight reviews, coaching interactions, and action items in appropriate tracking systems
Analyze service patterns and escalate service risk or engagement concerns to appropriate leaders
Monitor risk flags and follow through on clients identified as disengaged or dormant. Communicate risks to clinical lead for caregiver follow up
Benefits:
401k with Employer Match
Paid Time Off
Amazon Medical One
Referral Bonus Program
Paid Sick Leave
