Cross-System Coordinator

Position Type: Full-Time or Duty-Based Role Assignment
Reports To: Program Director or Treatment Director
FLSA Status: Exempt

POSITION SUMMARY

The Cross-System Coordinator serves as a critical liaison between multiple service delivery systems to ensure comprehensive care coordination and seamless service access for children, youth, and young adults with complex needs. [T3C] This position fulfills the Cross-System Coordination infrastructure requirement for all T3C Service Packages. [TBRI] Coordination is delivered through a trauma-informed lens, ensuring services support healing, connection, and permanency goals.

T3C INFRASTRUCTURE FUNCTION ALIGNMENT

This position fulfills the required T3C Infrastructure Function: Cross-System Coordination

This function may be fulfilled through dedicated position, duty-based assignment to qualified staff, or contracted services.

ESSENTIAL RESPONSIBILITIES

STAR Health and Medical System Coordination

Healthcare System Navigation

• [T3C] Coordinate care across STAR Health, medical, dental, and behavioral health systems
• Ensure timely enrollment verification and provider selection
• [T3C] Facilitate STAR Health Service Coordination for children with complex medical or behavioral health needs
• Monitor service authorizations and address barriers to accessing healthcare
• [TBRI] Ensure medical and behavioral health services support trauma-informed care approach

Service Authorization and Documentation

• [T3C] Document all services child receives through STAR Health, HHSC Behavioral Health, and other systems
• Track service requests, referrals, and authorization status
• [T3C] Notify SSCC/DFPS within 3 business days of service denials or access challenges
• Coordinate service appeals and alternative resource identification
• Ensure children maximize benefits based on eligibility and medical necessity criteria

Behavioral Health and Developmental Services Coordination

Multi-System Service Integration

• Coordinate behavioral health services through HHSC Behavioral Health Services
• Facilitate Early Childhood Intervention (ECI) services when applicable
• [T3C] Coordinate specialized services for Mental & Behavioral Health and IDD/Autism Service Packages
• Ensure therapy, psychiatric services, and specialized supports are accessible and integrated
• [TBRI] Promote trauma-informed approaches across all behavioral health providers

Developmental and Specialized Services

• Coordinate assessments and evaluations across multiple systems
• Facilitate access to developmental specialists and autism services
• Support coordination of sensory, occupational, and speech therapy services
• [T3C] Ensure Service Package-specific services are appropriately coordinated and documented

Educational and Child Welfare System Liaison

Multi-Agency Collaboration

• Coordinate with child welfare system (DFPS/SSCC) on service needs and planning
• [T3C] Collaborate with Education Liaison function to support educational services
• Facilitate communication between foster care, school, and medical systems
• Participate in multi-disciplinary team meetings and care conferences (in-person or virtual)
• [T3C] Support cross-location coordination using both in-person and virtual platforms

Family and Community Engagement

• [TBRI] Facilitate family connections and engagement across service systems
• Coordinate visitation and family involvement with medical and behavioral health providers
• Connect families with community resources and support services
• Support transition planning and aftercare service coordination

System Improvement and Quality Assurance

Infrastructure Development (Implementation Phase)

• Develop cross-system coordination processes and protocols for all service locations
• Create resource databases and provider network maps
• Build service coordination tracking systems and tools
• Establish communication protocols with multiple service systems
• Develop training materials for staff on system navigation

Continuous Quality Improvement

• [T3C] Participate in CQI committees and contribute cross-system coordination data
• Track service access barriers and resolution outcomes
• Analyze service coordination effectiveness and identify improvement opportunities
• Monitor response times to service needs and authorization requests
• Document lessons learned and best practices in system navigation

Documentation and Compliance

Comprehensive Record Management

• Maintain accurate documentation of all cross-system coordination activities
• Document service requests, authorizations, denials, and appeals
• Track communication with external service providers and systems
• [T3C] Ensure documentation meets Service Package requirements and audit standards
• Prepare reports on service coordination for treatment team and regulatory purposes

REQUIRED QUALIFICATIONS

Education and Experience

• Bachelor's degree in Human Services, Social Work, Psychology, or related field (Required)
• Master's degree in related field (Preferred)
• Minimum 3 years experience in human services with multi-system coordination
• Experience in care coordination or case management across different service sectors
• [T3C] Demonstrated knowledge of STAR Health and HHSC Behavioral Health systems

Knowledge, Skills, and Abilities

Core Competencies

• Comprehensive understanding of STAR Health and HHSC Behavioral Health Services
• Knowledge of child welfare, educational, medical, and developmental services systems
• [TBRI] Understanding of trauma-informed care coordination
• Familiarity with Early Childhood Intervention and special education systems
• Strong knowledge of community resources and service networks

Essential Skills

• Excellent interpersonal and communication skills
• Effective advocacy and negotiation abilities
• Strong organizational and time management capabilities
• Problem-solving and critical thinking skills
• Ability to work independently and as part of interdisciplinary team
• [T3C] Capability to coordinate services across multiple locations using in-person and virtual platforms
• Proficiency with virtual meeting and collaboration platforms

Critical Abilities

• Ability to navigate complex systems and relationships
• Cultural competency and sensitivity to diverse populations
• Capacity to manage multiple priorities simultaneously
• [T3C] Skill in coordinating Service Package-specific requirements
• Flexibility to adapt coordination strategies based on individual needs

ADDITIONAL REQUIREMENTS

Training

• [T3C] Can be fulfilled by employee OR contracted specialist (if contracted, must be trained in agency's Evidence-informed Treatment Model - TBRI)
• Complete required training including:
  • [TBRI] Trust-Based Relational Intervention (within 90 days)
  • [T3C] Service Package requirements and system coordination
  • STAR Health and HHSC Behavioral Health Services navigation
  • Trauma-informed care coordination

Employment Requirements

• Pass comprehensive background checks per TAC §749
• Valid driver's license and reliable transportation
• Flexibility for in-person meetings with external partners and occasional evening collaboration sessions
• [T3C] Available for coordination across multiple service locations

WORKING CONDITIONS

• Office-based with periodic travel to meet with external service providers
• Virtual coordination platforms used for multi-location service coordination
• San Antonio-based position coordinating cross-system services for both Dallas and San Antonio locations
• In-person meetings with STAR Health, behavioral health providers, and community partners (in-person for San Antonio, virtual or in-person for Dallas)
• Computer use for documentation, reporting, and virtual collaboration
• Ability to lift files and materials (up to 15 lbs occasionally)

IMPLEMENTATION NOTES FOR T3C CREDENTIALING

During Implementation Phase:

This infrastructure function may be fulfilled through duty-based assignment to qualified existing staff who possess the required education, experience, and multi-system knowledge. During implementation, the assigned individual develops cross-system coordination processes for both service locations and builds infrastructure supporting long-term sustainability.

Long-Term Sustainability:

As service census grows, this function may transition to dedicated position, contracted services, or shared role based on organizational needs and capacity.

PERFORMANCE METRICS

Service Coordination Outcomes:

• Service access timeliness (enrollment, authorization, delivery)
• Resolution rate for service barriers and denials
• STAR Health Service Coordination engagement for eligible children
• Provider network relationship development

Process Measures:

• Timeliness of service requests and referrals
• Response time to service access challenges
• [T3C] 3-day notification compliance for denials/barriers
• Documentation accuracy and completeness

Quality Indicators:

• Treatment team satisfaction with service coordination
• External provider collaboration effectiveness
• [T3C] Contribution to CQI cross-system metrics
• Service integration quality

ORGANIZATIONAL RELATIONSHIPS

Reports To: Program Director or Treatment Director

Collaborates With:

• Case Management and Treatment teams
• [T3C] Education Liaison function
• Foster caregivers and families
• STAR Health and HHSC Behavioral Health systems
• Medical and behavioral health providers
• School personnel and educational services
• DFPS/SSCC caseworkers
• Community service agencies

EQUAL OPPORTUNITY EMPLOYER

Refuge House San Antonio, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.

Date Created: [To Be Completed]
Date Last Revised: [To Be Completed]
Approved By: Michele L. Gorman, Ph.D., Executive Director

NOTES FOR T3C INFRASTRUCTURE FUNCTION VERIFICATION

This job description fulfills the required T3C Infrastructure Function: Cross-System Coordination

Current Implementation:

• Staff Assignment: Lindsay Reed, Program Director (San Antonio-based)
• Service Coverage: Both Dallas and San Antonio locations during implementation phase
• Coordination Method: In-person for San Antonio; combination of in-person and virtual for Dallas service coordination
• Focus: Building cross-system coordination infrastructure, processes, and provider relationships for long-term sustainability

This duty-based assignment meets T3C Blueprint requirements while building sustainable infrastructure appropriate to agency size and service capacity.