On Duty Support Specialist

The Organization

San Gabriel/Pomona Regional Center (SG/PRC) is a private, nonprofit agency contracted with the California Department of Developmental Services (DDS) to provide services and supports to individuals with intellectual and developmental disabilities. We proudly serve 30 cities across the Foothill, Pomona, and El Monte Health Districts within Los Angeles County. Our services span the full lifespan—from infants and toddlers, school-age children, and transition-age youth to adults and aging adults. At SG/PRC, our work is guided by compassion, collaboration, integrity, and a shared commitment to making a meaningful difference in the lives of the individuals and families we serve.  

Position Description

Under the general direction of the On Duty and Floater Services Manager, the On Duty Support Specialist provides responsive on-call support to individuals served, their families, and community members. This position helps foster an inclusive environment aligned with our mission of accessibility and community engagement, ensuring timely, compassionate, resolution of inquiries. 

Essential Job Functions

• Respond promptly to phone calls, emails, and inquiries from the community as part of an on-duty response team.
• Provide excellent customer service by addressing concerns, resolving issues, or triaging matters to the appropriate teams. 
• Ensure all interactions are tracked, logged, and responded to within business hours.
• Assist walk-in visitors and in-person inquiries by providing information, resources, de-escalation, or assistance. 
• Collaborate with respective departments to identify resolutions with a person-centered and partnership mindset.
• Support the unit, including Floater Services, on specific case management duties as needed.
• Lead and/or train associates to ensure high standards of customer service and operational efficiency. 
• Review data and trends related to community inquiries and provide recommendations to On Duty and Floater Services Manager.
• Perform additional duties that support departmental and organizational goals. 

Employment Standards 

• Bachelor's degree in social work, psychology, human development, sociology, public health nursing, or a related field, and three years of experience as a Regional Center Service Coordinator.  
• Master's degree in a related field can be substituted for one year of the required experience. 

Knowledge and Abilities 

• Knowledge of developmental disabilities and regional center practices.
• Excellent communication skills, including professional oral and written presentation skills. 
• Demonstrate the ability to be empathetic and seek to understand situations.
• Ability to use positive language and obtain necessary information effectively. 
• Experience implementing strategies related to service access and equity, including objectives identified in SG/PRC's strategic plan.
• Strong problem-solving and critical thinking skills. 
• Ability to identify alternative solutions and exercise good judgment.
• Excellent time management and organizational skills. 
• Ability to independently plan and schedule work.
• Excellent computer skills in MS Office, including Word and Outlook. 
• Ability to provide a compassionate, culturally sensitive approach to working with diverse populations. 

Other Essential Requirements

• On Duty is a public facing position that requires extensive contact in person, via phone, and email. 
• Must be comfortable working with a high degree of independence, offering support and guidance to staff.
• Must have strong interpersonal and communication skills and provide excellent customer service in all interactions. 
• A valid driver's license, reliable transportation and minimum liability insurance coverage is required. 

Physical Demands & Work Environment  

• Works primarily in an office environment. 
• Ability to sit for extended periods and operate a computer for report writing.
• Clear verbal communication in person and by phone. 
• Occasional walking and standing to assist with walk-in inquiries and to participate in office meetings and training. 
• Occasional lifting, pushing, or pulling of items up to 25 pounds. 
• Adequate visual acuity to read documents, use a computer monitor for prolonged periods, and review detailed information. 
• Work occurs in a typical office setting with standard lighting, temperature, and moderate noise levels. 
• Employees are expected to follow safe and ergonomic work practices. 

Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions.

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