Escalation Coordinator

Join a Winning Team at One of Colorados Best Workplaces!

The Resource Exchange (TRE)
At TRE we dont just provide services we transform lives. Our commitment to empowering individuals and creating inclusive communities has earned us recognition as one of Colorados top employers for five consecutive years. But dont just take our word for it:
The standard of work and the culture of providing excellent service is something Im proud to be a part of. Current TRE Staff Member November 2024

Why TRE is the Place for You:
Make an Impact: Advocate for and empower people of all ages and abilities from infants to seniors creating lasting change through collaboration with families communities and partners.
Work with Purpose: As part of a dedicated team youll help strengthen families and promote inclusion in communities across El Paso Pueblo Teller and Park counties.
Enjoy a Positive Work Environment: Join a culture thats consistently recognized as one of the Best Workplaces in Colorado.
Who We Are:
At The Resource Exchange we pride ourselves on being a team of over 400 passionate and talented staff who serve more than 12000 individuals. From those with disabilities and mental health challenges to those in need of long-term care we provide person-centered support focused on independence inclusion and collaboration.
What We Offer:
Comprehensive Benefits: Health dental vision Lifestyle Spending Account for health and wellness plus pet insurance for your furry friends
True Flexibility: Flexible work schedules to fit your life (yes we really mean it!).
Half-Day Fridays: Start your weekends early every week!
Generous Time Off: Paid Time Off with your birthday off paid holidays and time to celebrate what matters most to you.
Public Student Loan Forgiveness: Were invested in your future.
Volunteer Opportunities: Paid time off to give back to the community.
Growth & Development: Leadership career advancement and workgroup opportunities to help you thrive.
Come thrive with us! At TRE your passion for service will be recognized and youll be part of a culture that celebrates making a difference.
Ready to join one of Colorados Best Workplaces Apply today

THE RESOURCE EXCHANGE
Job Description

Position Title: Escalation Coordinator (CMA)
Department: Case Management Agency (CMA)
Reports to: Director of Quality and Compliance
FLSA: Non-exempt
Supervisor Responsibilities: N/A
Starting Range: $25.47 - $26.45 hourly (Rates reflect FY25-26 and are subject to change. Contact to confirm current rates.)
Benefits Offered: Health dental vision employer-paid life and short-term disability voluntary life long-term disability 401K with employer contributions pet insurance additional supplemental insurance options flexible work environment training and growth opportunities workgroup participation public student loan forgiveness eligibility mileage reimbursement and more.

General Description:

The Escalation Coordinator serves as a key resource within the Case Management Agency (CMA) assisting Service Coordinators with higher-priority or higher-needs and families including those navigating complex systems experiencing crisis or requiring time-sensitive support. This position bridges communication between CMA leadership families providers and external agencies to promote collaborative timely and compassionate problem-solving.

With expertise across all waiver typesIDD Non-IDD and Childrens Waiversthe Escalation Coordinator ensures rapid response to elevated issues while maintaining compliance with Medicaid HCPF and TRE policies. The Coordinator also helps identify service gaps systemic concerns and training needs contributing to continuous improvement within the department.

Essential Duties and Responsibilities:

• Act as a liaison between members families service providers CMA leadership and community partners during times of conflict transition or urgent need.
• Ensure thorough and timely documentation in Care and Case Management (CCM) Bridge Vault and other relevant systems.
• Respond to internal and external escalations from clients guardians advocates or agencies providing accurate information completing service plans revisions PARs and appropriate follow-up.
• Support team members by consulting on difficult or elevated cases offering expertise insight and guidance.
• Collaborate with the Supervisor and Manager to address trends in escalations and recommend procedural improvements.
• Serve as a subject matter expert on waiver options enrollment processes transitions and person-centered planning.
• Assist with onboarding or training team members when related to de-escalation communication strategies or crisis navigation.
• Support management of the TRE Complaint Log by prioritizing items requiring immediate action completing the action and coordinating with Service Coordination on non-escalated issues.
• Support management of Health Care Policy and Financings escalations by attending meetings and NV1managing the associated database.

Additional Responsibilities:

• Provide backup coverage for absent team members particularly in higher-need situations.
• Serve on internal workgroups focused on crisis response system redesign or policy change adaptation.
• Use TRE tools such as the Predictive Index to support self-awareness team dynamics and communication.
• Participate in strategic planning quality improvement initiatives and performance development processes.
• Adapt to organizational and regulatory changes ensuring continued excellence in service coordination.
• Represent TRE and the CMA with integrity in all professional communications and interactions.

Other Duties and Responsibilities:

• Engage in TRE-led development opportunities and staff engagement activities.
• Assist with special projects case reviews and root cause analysis related to elevated cases or concerns.
• Perform other duties as assigned to support organizational mission and client wellbeing.

Job Qualifications:

Knowledge Skills and Abilities:

• Extensive knowledge of Medicaid waivers (IDD Non-IDD Childrens) long-term services and supports (LTSS) and community resources.
• Strong understanding of crisis planning conflict resolution and interagency collaboration.
• Excellent verbal and written communication skills with the ability to navigate sensitive issues diplomatically.
• High level of emotional intelligence resilience and cultural competence.
• Strong organizational and prioritization skills in time-sensitive situations.
• Comfort with ambiguity urgent needs and evolving circumstances.
• Proficiency in Microsoft 365 cloud-based platforms CCM Bridge and other state systems.

Education and Experience Requirements:

• Minimum: Bachelors degree in human services or related field or equivalent experience.
• Preferred: 2 years of case management experience with complex or high-need populations. Experience navigating elevated client needs system coordination or public benefits strongly preferred.

Material and Equipment Directly Used:

Computers/tablets printers personal vehicle cell phone and electronic documentation platforms.

Working Environment/Physical Activities:

Hybrid position with duties performed across homes offices community spaces and virtual platforms. Occasional in-person visits may involve moderate physical activity such as walking standing or lifting up to 20 pounds. A reliable vehicle valid Colorado drivers license (unless part of an active military family) and proof of insurance with minimum preferred liability coverage of $100000/$300000/$100000 are required.

This job description is not intended to be an exhaustive list of all duties responsibilities or qualifications associated with this job. The Resource Exchange reserves the right to amend and/or modify this job description at any time. The Resource Exchange also reserves the right to stipulate hours of employment; work schedules may be changed to respond to business requirements.

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