Service Coordinator

Taking care of your family as our own, with over 25 years of combined experience

Who We Are

Hearts of Hope LLC was founded by co-owners Jamie A. Ortega and Debbie C. Gonzalez on June 4th, 2021 . The agency’s leadership is further strengthened by Office Manager, Scott Barela, whose profound, hands-on experience is instrumental in our daily operations , and Assistant Office Manager, Virginia Flores, who brings a wealth of experience to ensure efficient operational management .

Together, our team is committed to providing optimal care to individuals under the DD waiver. We keep a strong emphasis on person-centered services to help individuals achieve their quality outcomes, have choices, live meaningful lives, and engage in meaningful relationships in their community of choice . Our goal is to offer premier opportunities for the individuals we serve to become independent in our communities, supporting their individual choices and meeting their personal goals

Want to see what's new? Check us out on Social Media

Hearts of Hope, LLC is seeking a dedicated Service Coordinator to develop, implement, and monitor person-centered services for individuals supported under the New Mexico Developmental Disabilities (DD) Waiver program. Working directly with individuals served, families, Direct Support Professionals (DSPs), Residential Supervisors (DSS), therapists, and Interdisciplinary Team (IDT) members, the Service Coordinator ensures regulatory compliance, quality documentation, and goal achievement while promoting the health and safety of every individual on their caseload.

Reports To: Office Manager / Agency Director

Key Responsibilities

• ISP Development & Monitoring: Lead the preparation, implementation, and annual/semi-annual reviews of comprehensive Individual Service Plans (ISPs), Person-Centered Assessments (PCAs), and Teaching & Support Strategies. Track outcome progress in iTherapyDocs and ensure team adherence to Health Care Plans (HCPs), Behavior Support Plans (BSPs), and therapy recommendations.
• Staff Guidance & Oversight: Provide operational guidance to DSPs regarding ISP implementation and daily documentation. Partner closely with Direct Support Supervisors to monitor performance, conduct supervisions, assist with corrective action processes, and lead monthly house meetings.
• Compliance & Quality Assurance: Review and approve DSP daily service notes in iTherapyDocs daily to meet DDSD billing standards. Oversee Medication Administration Records (MARs), track Incident Reports (IRs) per DHI regulations, conduct monthly site visits, and support internal and external audits.
• IDT Collaboration & Advocacy: Serve as the core liaison between internal staff and external team members (case managers, guardians, medical providers). Coordinate medical appointments, advocate for individual rights and community inclusion, and assist with support paperwork.
• Program Operations: Participate in the rotating on-call schedule, assist with shift coverage coordination as needed, attend mandatory DDSD and agency trainings, and maintain organized electronic client records.

Qualifications & Requirements

• High School Diploma or GED required (Associate’s or Bachelor’s degree in human services or a related field preferred).
• Valid New Mexico Driver’s License and an insured, reliable personal vehicle suitable for occasional client transport.
• Current CPR and First Aid certifications (or ability to obtain upon hire).
• Ability to pass all state-mandated background checks (COR/EAR, CCHSP, NM Courts, Sex Offender Registry) per NM HCA/DDSD regulations.
• Proficiency with electronic documentation systems (iTherapyDocs preferred) and standard office tools (Microsoft Office, email).
• Strong working knowledge of NM DD Waiver standards, HIPAA, and person-centered planning principles.
• Excellent verbal/written communication, time management, and de-escalation skills.
• Flexibility to participate in an on-call rotation and work occasional evenings or weekends for urgent operational needs.

Working Conditions & Physical Demands

Work is performed in an office environment with regular travel to residential sites, family homes, and community settings across Doña Ana and surrounding counties. Requires sitting, standard computer use, and occasional physical assistance or direct client care during emergencies or coverage needs.