Job Description

Job Title: Service Coordinator (Several Openings, Various Client Focus Areas)
Job ID: 190001H5
Status: Full-Time
Regular/Temporary: Regular
Hours: 8:30a-5p
Shift: Day Job
Facility: Western Psychiatric Institute
Location: 5231 Penn Avenue, Pittsburgh PA 15224


Do you have a desire to advocate for those within our community facing various mental health struggles with the aim to assist in reaching their goals and transforming their lives?  Are you an individual with an educational background in a behavioral health or human service field looking­­­­­ to dive into a rewarding career helping others while gaining valuable experience in a growing field? If so, we warmly invite you to apply to our multiple openings for full-time Service Coordinators within UPMC’s Western Psychiatric Hospital.  

The Service Coordinator will provide mental health service coordination services, according to the level of need, to a population of serious and persistent mental health consumers as described by the most recent Pennsylvania Bulletins regarding Blended Service Coordination, and in accordance with the Allegheny County MH/MR Plan.    

The Service Coordinator will be responsible for the performance of the General Service Coordination duties as well as the specific duties as assigned to each level of service. The primary function of the Service Coordination Unit is to provide the person with serious mental health issues with professional assessment, service planning, service coordination, referral, and re-evaluation services required for a safe and healthy community life which is manifested through stability in relationships, housing and employment. The development of enduring relationships with those served is critical, with persistent outreach, being the central contact point in the system, coordinating care and assisting the person in their recovery process. This is done in accordance with the Agency's vision, mission and values, and emerging mental health Recovery Principles. This position provides an essential recovery orientation. 

The ideal candidate will have prior experience within a behavioral health or human service capacity, in addition to having a valid drivers license and reliable vehicle to meet with consumers throughout the community. The starting rate for this position is $16.81, prior to crediting for any applicable experience beyond the minimum qualifications.  Mileage and parking reimbursement provided. The dress code is mostly business casual and flexible scheduling available after six months of employment. The schedule for this position is 8:30a-5p with the occasional evening depending upon consumer availability.  


  • Advocates for and with the individual being served to ensure responsiveness from natural, community generic and specialized services/supports. Advocacy includes providing information, removing barriers, creating options and resolving problems.
  • All Service Coordinators are required to participate in the On Call Service per department guidelines.
  • Assesses individual and family strengths and needs in a collaborative method through individual and/or collateral interviews and reviews of social and clinical information provided by other entities. The development of an assessment is based on an understanding and trusting relationship, that needs and strengths vary over time and are evaluated in every contact (face to face and phone).
  • Attends training programs as provided through the State, County and Agency to assure that the incumbent is up to date on new approaches, best practices and recovery oriented services.
  • BLENDED LEVEL OF SERVICE COORDINATION Ensures the frequency of contact with the individual being served (or the parents if the individual is a child or adolescent) is based on the individuals needs, but at the very least once a month. Provide a full range of Service Coordination services to a designated caseload maximum of 30 individuals for adults and 25 for children.
  • Convenes and facilitates interdisciplinary service planning meetings or other related team meetings to ensure appropriateness and responsiveness of services in relation to individual and/or family needs.
  • Develops relationships with the individual, his/her family and other important people in his/her life. This engagement will be persistent and will result in an enduring relationship. The persistence is evident in frequent outreach and genuine concern over a lengthy period of time.
  • Ensures individuals being served needs are met through the utilization of natural supports (family, friends), community and generic services and specialized services (MH/MR, supported employment, OVR, D&A). Assists individual and family to identify, link, access and coordinate such resources.
  • Evaluates all service received by individuals who are served by the Service Coordination program. Reviews cases, meets with individuals' families, members of the treatment team, agency directors, advocates, attorneys, school personnel and attends staffing in or out of the office.
  • Fosters an agency culture of cooperation by focusing on problem resolution and activities that support the agency mission, communicating information to the staff, participating with other staff on selected special projects, cooperating with agency personnel to facilitate program operations.
  • In close collaboration with the consumer, family members and other service providers, promotes service planning efforts which result in developing, documenting and implementing a comprehensive service plan driven by the individual utilizing all agreed upon strengths and needs.
  • Investigates new resources and communicates with Directors of prospective resources as a liaison on behalf of the individual being served. Maintains an up-to-date catalog of available community resources, including location, eligibility requirements and program alternatives.
  • Maintains an accurate and timely record of Service Coordination activity. Records individuals being served and collateral contacts. Updates forms as needed. Reviews charts for compliance with regulations. Prepares for formal audits
  • Provides culturally competent services with consideration for the individual's racial, religious, sex, sexual orientation, age and ethnic background and identification.
  • Provides professional coordination of mental health services according to the individual's level of need and works as a member of a treatment/service team, often taking the lead role, and using considerable discretion and independent judgment in order to promote individuals' mental health recovery.
  • Provides twenty-four (24) hour availability for Service Coordination individuals and/or families through phone and face-to-face contacts. On site for all in-patient MH commitments. Ensures that all alternatives to hospitalization have been considered. Coordinates intervention when hospitalization is required.
  • SINGLE POINT OF ACCOUNTABILITY (SPA). o Be the go-to resource for the person served and his/her family and the system of care. o Assure that there are effective 'safety net resources for the persons served. o Clearly communicate to the person what they can expect from the system and what the system will expect of them. o Assure there is periodic assessment & cross-system planning to meet the needs while utilizing their strengths. o Prepare for, convene/facilitate service planning meetings and provide follow-up after meetings. o Assure there is cross system coordination of services and that services are being provided. o Develop relationships that endure with persistent outreach even when there is reluctance to receive services. o Assist the person served in developing and using natural supports. o Be a persistent advocate for those served and give feedback on systemic problems. o Provide a consistent positive outlook which encourages recovery and full inclusion in the community.
  • Utilizes at least 55% of available time in service to individuals being served.


  • Bachelors Degree in a Human Services field such as Social Work, Psychology or Counseling required. Other fields of study may be considered with coursework of at least 12 credits in Human Services.
  • One year related experience preferred.
  • Prior experience working in community settings preferred. 
  • Safe driving record required. 
  • May in the course of their duties be in rooms where medications are stored or may transport medications when they transport patients. Transportation of medication is limited from one department to another.

ATTENTION: If your degree is NOT in Social Work, Psychology, or Counseling, transcripts must be attached for consideration.

Licensure, Certifications, and Clearances:
CCM training is required within 30 days of hire and annually thereafter

  • Act 31 Clearance
  • Act 33 Child Clearance with Renewal
  • Act 34 Criminal Clearance with Renewal
  • Act 73 FBI Clearance
  • Basic Life Support or Cardio Pulmonary Resuscitation
  • Comprehensive Crisis Management
  • Driver's License

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities 


    Salary Range: $16.81 to $23.54 / hour

    Union Position: No

    Apply Current Employee?


    At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!


    UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.


    Now more than ever, YOU can help us shape our communities and UPMC into a better place for everyone to work, study, play, and thrive.

    Learn more about working here and check out our policies and recent updates.

    UPMC Health Plan Named Best Places to Work for LGBTQ Equality in 2019

    UPMC Ranked #1 Best Places for Women and Diverse Managers in 2019

    Talent Network