NY Connects Program Coordinator

Make a difference in the lives of New York City's residents and communities. For over 60 years PSS has performed vital and important work -- through its ten centers and affiliated programs. The agency touches the lives of over 2,000 people each day.

PROGRAM SUMMARY:

New York Connects: NY Connects Brooklyn is a borough-wide program funded by NYC Aging and administered in partnership with the New York State Office for the Aging (NYSOFA). The program provides free, unbiased, and comprehensive Information and Assistance (IA) on long-term services and support (LTSS) for older adults, people with disabilities, caregivers, and professionals.

The Program Coordinator supports the Program Director in the effective day-to-day administration and operation of the NY Connects Brooklyn program, with primary responsibility for quality assurance, documentation compliance, data integrity, performance monitoring, and operational coordination.

The Program Coordinator conducts routine reviews of program documentation and service records, monitors contractual deliverables and performance metrics, identifies quality and compliance deficiencies, supports corrective action, and maintains systems that promote accurate reporting and high-quality, person-centered service delivery.

The position serves as an operational resource to program staff and supports the Program Director in maintaining compliance with PSS policies, NYC Aging requirements, contractual standards, and established program procedures.

The Program Coordinator does not have primary responsibility for program strategy, budget management, or overall program oversight, which remain with the Program Director.

This position reports to the Program Director, NY Connects

RESPONSIBILITIES:

Quality Assurance & Accountability

• Demonstrates strong attention to detail and commitment to accuracy.
• Understands and applies quality assurance and compliance principles.
• Identifies documentation, data, and service-delivery deficiencies.
• Follows through on corrective actions and quality improvement activities.
• Promotes a culture of accountability and continuous improvement.

Data & Performance Management

• Ability to collect, organize, analyze, and interpret program data.
• Ability to monitor performance against established targets and deliverables.
• Maintains accurate and reliable program records.
• Identifies trends, discrepancies, and performance gaps.

Organization & Project Coordination

• Effectively manages multiple priorities and deadlines.
• Develops and maintains organized tracking systems.
• Coordinates operational activities and follows through on assigned tasks.
• Demonstrates strong time-management and organizational skills.

Communication & Collaboration

• Communicates clearly and professionally with staff, management, community partners, and stakeholders.
• Provides constructive feedback regarding documentation and performance.
• Works collaboratively across program functions.
• Demonstrates strong interpersonal and problem-solving skills.

Professionalism & Judgment

• Exercises sound judgment and maintain confidentiality.
• Demonstrates reliability, initiative, and accountability.
• Appropriately escalates compliance, performance, and operational concerns.
• Maintains a person-centered approach to service delivery

Quality Assurance & Compliance

• Conduct routine reviews of client records, staff notes, assessments, referrals, and other program documentation.
• Ensure documentation is accurate, complete, timely, and consistent with program requirements.
• Identify documentation deficiencies and communicate required corrections to staff.
• Maintain QA tracking systems documenting findings, corrective actions, and resolution.
• Follow up to ensure identified deficiencies are addressed within established timeframes.
• Monitor staff adherence to program policies, procedures, documentation standards, and contractual requirements.
• Assist with preparation for internal audits, funder monitoring, site visits, and compliance reviews.
• Identify recurring quality and compliance concerns and recommend corrective measures.
• Escalate significant or unresolved compliance issues to the Program Director.
• Maintain organized documentation of QA activities for management and funder review.
• The role's QA responsibilities are designed to address the identified need for ongoing staff-note reviews and QA documentation required by NYC Aging.

Contractual Deliverables & Performance Monitoring

• Monitor program performance against contractual and programmatic requirements.
• Track Information and Assistance (IA), Outreach, Public Education, and other required program units.
• Maintain accurate systems for tracking productivity and contractual deliverables.
• Monitor progress toward established performance targets.
• Identify performance gaps and notify the Program Director of emerging concerns.
• Assist in developing strategies to address performance deficiencies.
• Verify that reported units are supported by appropriate documentation.
• Prepare routine performance reports and summaries.
• Maintain supporting documentation for contractual reporting.

Data Management & Integrity

• Maintain program databases, spreadsheets, dashboards, and performance-tracking systems.
• Monitor data-entry practices and identify discrepancies or missing information.
• Review data for accuracy and completeness.
• Coordinate corrections to data discrepancies.
• Maintain accurate records of service activity, referrals, outreach, public education, and other deliverables.
• Support data integrity within Vive other systems used by PSS or the funding source.
• Compile data for internal and external reporting.
• Generate reports related to productivity, service delivery, QA, and compliance.
• Ensure data reported to management and funders is supported by appropriate documentation.

Continuous Quality Improvement

• Analyze QA findings and performance data to identify trends and recurring issues.
• Recommend improvements to program procedures, workflows, and documentation practices.
• Assist in developing and monitoring corrective action plans.
• Track corrective actions through resolution.
• Monitor the effectiveness of implemented improvements.
• Support the development of measurable quality indicators.
• Share relevant QA and performance findings with the Program Director.
• Promote practices that improve service quality, staff efficiency, documentation, and participant outcomes.

Program Operations & Administration

• Coordinate daily administrative and operational activities under the direction of the Program Director.
• Assist with implementation of program policies, procedures, and workflows.
• Monitor schedules, staffing coverage, assignments, and operational needs.
• Assist with balancing staff workflow and assignments.
• Coordinate team meetings and maintain meeting notes and action items.
• Maintain program files and administrative records.
• Support onboarding and orientation of new staff, interns, and volunteers.
• Coordinate training schedules and maintain training records.
• Serve as a resource to staff regarding program procedures and operational processes.

Service Delivery & Referral Coordination

• Monitor referral activity and maintain referral tracking systems.
• Track follow-up activities and outstanding service requests.
• Monitor timeliness of responses to community inquiries and referrals.
• Identify service-delivery trends requiring management attention.
• Support effective case coordination and resource navigation.
• Promote responsive, respectful, and person-centered customer service.
• Escalate service-delivery concerns to the Program Director when appropriate.

Staff Support & Technical Assistance

• Serve as a resource to staff regarding documentation, QA standards, program procedures, and workflow.
• Assist staff in understanding documentation and compliance expectations.
• Coordinate or support staff training related to documentation, data, QA, and program procedures.
• Maintain training records.
• Facilitate communication among staff regarding operational and quality-related issues.
• Escalate performance, compliance, and operational concerns to the Program Director.

Reporting & Management Support

• Prepare routine QA, performance, operational, and compliance reports.
• Support preparation of reports required by NYC Aging, PSS leadership, and other funding entities.
• Compile information requested by the Program Director.
• Maintain supporting documentation for submitted reports.
• Provide timely updates regarding performance gaps, compliance concerns, corrective actions, and operational barriers.
• Assist the Program Director with monitoring overall program performance.
• Excellent written and verbal communication skills.
• Strong organizational and analytical skills.
• Demonstrated ability to manage multiple priorities and deadlines.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree in social work, Public Administration, Public Health, or related field.
• Experience working with older adults, individuals with disabilities, caregivers, and community-based service systems.
• Knowledge of NY Connects, aging services, long-term services and supports, benefits, and entitlement programs.
• Experience with quality assurance, compliance monitoring, internal audits, or contractual monitoring.
• Experience with electronic case management systems.
• Experience working with NYC Aging-funded programs or other government-funded human services programs.

PROFESSIONALISM AND OTHER QUALITIES

• Ability to work in an office, community-based, and program environment.
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively in person, by telephone, and electronically.
• Ability to review and process written and electronic documentation.
• Ability to attend meetings, trainings, community events, and program activities at various locations.
• Ability to travel locally within New York City as required by program operations.
• Ability to occasionally lift, carry, or move program materials and supplies within reasonable limits.
  

EEOC and DEI Statement:

At PSS we are committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, sex, national origin, age, disability, or any other legally protected status. We value diversity and strive to create an inclusive and respectful workplace where all individuals are welcomed, supported, and given the opportunity to thrive.

EOE M/F/D/V