Escalation Coordinator

Join a Winning Team at One of Colorado's Best Workplaces

The Resource Exchange (TRE)
At TRE, we don't just provide services - we transform lives. Our commitment to empowering individuals and creating inclusive communities has earned us recognition as one of Colorado's top employers for five consecutive years. But don't just take our word for it:
"The standard of work and the culture of providing excellent service is something I'm 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, you'll help strengthen families and promote inclusion in communities across El Paso, Pueblo, Teller, and Park counties.
• Enjoy a Positive Work Environment: Join a culture that's 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 12,000 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: We're 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 you'll be part of a culture that celebrates making a difference.
Ready to join one of Colorado's 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 hr@tre.org 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 types-IDD, Non-IDD, and Children's Waivers-the 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 [NV1] managing 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, Children's), 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: Bachelor's 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 driver's license (unless part of an active military family), and proof of insurance with minimum preferred liability coverage of $100,000/$300,000/$100,000 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.

Employee Signature

[NV1]This is new and TRE is participating in the development of the escalation process and providing feedback on the database.

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