Payee Service Coordinator

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Posted 1/5/2023

The Protective Payee Service Coordinator is a full-time professional, direct service position responsible for providing case management and advocacy working with program participants who have a mental and/or physical disability or are a victim of crime and are participants in the Representative Payee Program. This position is responsible for engagement, assessment, intervention, and coordination of services to ensure participants housing, income, health and basic needs are met. The Service Coordinator also assists with development and maintenance of the case plan and budget. This position performs duties in accordance with Welcome House Core Values, including: Compassion, Advocacy, Integrity, Quality, Leadership and Community.

1. Service Coordination
• Maintains caseload of approximately 60 payee program participants but provides varying levels of service coordination dependent upon their situation.
• Develops a comprehensive case plan with participants to increase housing and income stability and establishes goals and objectives with the participant to improve quality of life
• Responsible for weekly check pass out to the program participants on their assigned days and the liaison between the participants and the Payee Account Manager
• Submits check requests to the Payee Account Manager, uses Divvy cards in preapproved situations to pay monthly and on-going bills on behalf of the program participants
• Maintains on-going and any change in budgets with program participants with the approval of the Payee Account Manager
• Works in collaboration with the Payee Account Manager to ensure funds are available to purchase tank passes, groceries and any approved personal items requested by the participants
• Maintains the rental tab within the participants file in Vesta to ensure accurate documentation of participants housing expenses
• Maintains positive and collaborative relationships with landlords and community partners as well as any documents needed to maintain those relationships to ensure participants needs are being met
• Help program participants obtain or relocate housing if they enter the program experiencing homelessness or become homeless while in the program.
• Provides personal advocacy and emotional support to victims of crime.
• Maintain monthly at a minimum contact with program participants to discuss or resolve any issues that impact their ability to maintain income, housing or address medical needs.
• Conducts home visits monthly, quarterly or bi-annually or more frequently depending on the level of need.
• Coordinates participants access to government benefits and services and other non-profit services, advocates when necessary, and empowers participants to advocate for themselves, when appropriate.
• Coordinates and collaborates with the Supervisor of Housing and Supportive Services and the Payee Account Manager Team Lead to determine which participants are eligible for additional Welcome House services and makes appropriate community referrals when necessary
• Submit the appropriate forms to the Social Security Administration for periodic reviews, redeterminations and CDR’s of SSI eligibility factors. Supply information about the beneficiary’s income, resources and living arrangements to help SSA determine if the SSI beneficiary is still eligible for SSI and is receiving the correct payment amount;
• Initial set-up and on-going documents and communication of Stable Accounts and funeral trust as appropriate
• Notify SSA of any event or change in collaboration with the program participant that may affect the client’s entitlement to benefits and actively work to ensure that benefits are maintained
• Maintains accurate and up-to-date documentation of case plans, encounter notes, and change of status documents and other reporting and tracking forms.
• Responsible for completion of yearly documents with the program participants as well as maintaining the paper and virtual files.
• Provides transportation for participants to housing, income and medical related housing, and other related appointments, when necessary
• Set up of Uber or cabs rides as approved and as needed
• Participate in supervision meetings, department meetings and payee team meetings.
• Leads in planning and implementing group activities on a quarterly basis with the Payee Account Manager and Supervisor of Housing and Supportive Services.
• Works as a part of the payee team to provide a continuum of quality services. Provides respectful and collaborative support to service team members and shares responsibility with all team members for outcomes.
• Enters at minimum monthly encounter notes and voca service forms, if applicable
• Enter data into the HMIS (Vesta) database within three business days.
2.Recruitment and Intake
• Maintain written materials that explain the program and referral process.
• Initiate and maintain contact with area agencies to inform them of Protective Payee Services, instruct individuals as to the application process.
• Meet target goals on referrals to the program. Maintain updated and accurate list of referrals to program and status of referrals in Vesta
3. Administration
• Represents the agency, Payee Team, or Director of Housing and Supportive Services at outside agency meetings on an as-needed basis.
• Prepares envelops for rent and other related spending
• Maintains positive public relations and serves as a liaison with other related community services.
4. Public Relations
• Represent the agency, payee program, and Supervisor and/or Director of Housing and Supportive Services at outside agency meetings on an as-needed basis.
• Maintain positive public relations and serves as a liaison with other related community services.

5. Other duties as specified by the Supervisor and/or Director of Housing and Supportive Services.


• Associate Degree to Bachelor’s Degree or equivalent desired

• A minimum of 1-3 years’ experience in the social service field

Skill Set:
• Knowledge of problem solving techniques and have a high capacity to think critically
• Efficient and thorough in documentation skills
• Advanced ability to communicate both verbally and in writing
• Advanced ability in conflict management
• Ability to work independently as well as part of a team
• Ability to develop community resources and networking ability
• Ability to collaborate both internally and externally

Key Performance Indicators
• Understands agency vision/mission and how to achieve agency goals
• Understands culture of poverty and works effectively with participants
• Proficient in client engagement
• Advanced knowledge of and involvement in community resources/partnerships
• Advanced knowledge of Mental Health/Substance Abuse resources
• Advanced knowledge of assessment
• Involvement in and understanding of quarterly and annual reports
• Meets departmental compliance requirements with very limited supervision

Working Hours/Environment
• Office hours: Monday through Friday, 8:30 am to 5:00 pm
• Work typically performed in indoor office building and home visits

Tools and Equipment Used
• Personal computer, copier, fax/scanner, phone, and other typical office equipment.

• Approximately 50-75% of the time

Physical and Mental Demands
• Frequently required to sit at a desk/workstation for long period of time
• Ability to work at a computer terminal for extended periods of time
• Digital dexterity and hand/eye coordination in operation of office equipment
• Ability to speak to and hear employees/clients via phone or in person
• Body motor skills sufficient to enable incumbent to move between 3 floors
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret
• Minimum lifting up to and above 30 pounds

Interested parties should submit a cover letter and resume via e-mail to:

Welcome House is an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class.


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