REMOTE
SUPPORT BROKER
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.
A Support Broker is similar to a case manager and serves as a guide, mentor, and educator for individuals who choose to self-direct their services. Support Brokers assist individuals and their representatives in navigating requirements, managing services and supports, and maintaining successful participation in community-based programs. This role focuses on participant success, education, monitoring, and documentation using a person-centered approach.
This is a hybrid position. The Support Broker works remotely and is required to travel within the state to conduct in-person visits with individuals in their homes and community settings. In-person visits occur at least monthly for all individuals and may occur more frequently for some based on level of need and program requirements. Travel is required and is expected to average approximately 30%–50% of the role, depending on caseload composition and individual needs.
Duties and Responsibilities
- Meet with individuals virtually and in person to provide enrollment support, education, and ongoing guidance related to self-directed services.
- Provide education and coaching to individuals and/or their designated representatives regarding roles, responsibilities, and expectations.
- Support individuals in recruiting, hiring, training, and managing their support workers.
- Assist with completing, submitting, and tracking required enrollment and service-related documentation.
- Monitor service utilization and identify trends that may indicate underutilization, overutilization, or the need for additional support.
- Conduct regular outreach based on participant need level to promote sustained engagement and success.
- Use a person-centered approach to support informed decision-making and promote independence.
- Identify potential risks, service gaps, or challenges and provide education or referrals to address concerns.
- Respond to questions, concerns, complaints, and grievances in a timely and professional manner.
- Act as a mandated reporter and follow required procedures for reporting suspected abuse, neglect, exploitation, or other critical incidents.
- Maintain accurate, thorough, and timely documentation of all contacts and activities in electronic systems.
- Participate in required training, meetings, and professional development activities.
- Protect confidential information and comply with all privacy, security, and data protection requirements.
- Perform administrative tasks necessary to support caseload management, scheduling, and communication
Other Essential Traits
- Must possess professional verbal and written communication skills.
- Must be able to electronically document visits.
- Experience with the processing of enrollment documents preferred.
- Must possess proficient skills with Microsoft Office, Microsoft Outlook, and Internet.
- Must possess good problem-solving skills.
- Must be willing to travel within a geographically established region to meet participants in their homes.
- Must be willing to work with people of all ages and disabilities.
- Must have a valid driver’s license and dependable mode of transportation.
- Must have and maintain an active prepaid or contract cell phone plan for continual communication between participants, management, and/or company leadership.
- Must be willing to work Monday through Friday, 8:00 am-5:00 pm or evenings and weekends if necessary to be flexible with families' schedules.
- Must have the ability to prioritize tasks and meet deadlines with minimal oversight.
Education and Qualifications
- A minimum of three years of experience working with the public is required.
- Experience as a patient navigator, program coordinator, community connector, community health worker, lay health advisor, health educator, or case manager preferred.
- Experience working with the self-directed service delivery option in the state of PA is preferred.
- Ability to work effectively at home with a dedicated workspace that is free from distractions.
- High School Diploma or equivalent required.
- Some in-state travel may be required.
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
- Must have excellent interpersonal and communication skills.
Join Us
This position is remote/work-from-home role with 70% travel for in-home visits. Enjoy the convenience of working from home and maximize your times by creating your own schedule around participants' needs.
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.
