Position Description

The Coordinator, Undetectables Program is responsible for coordinating, managing, and overseeing programming related to the Undetectables grant. This includes client engagement, client enrollment, contract management, outreach services, data quality, reporting, and coordination of services that support treatment adherence and viral suppression. 

The Undetectables Program connects clients to comprehensive services that promote Undetectable = Untransmittable, or U=U. This role helps ensure that clients receive supportive, client-centered, and culturally responsive services that strengthen engagement in care, support medication adherence, and connect individuals to prevention, health, and supportive services. 

The Coordinator will provide direct supervision to the Outreach Worker/Case Manager and other assigned program staff. This position will also provide direct services to a subset of Undetectables Program clients, monitor contract deliverables, support quality assurance, and collaborate with internal teams and external partners to ensure program goals are met. 

Essential Job Functions 

The following duties are mandatory requirements of the job: 

Program Coordination & Contract Deliverables 

• Coordinate and support day-to-day activities of the Undetectables Program, including client engagement, enrollment, outreach, service delivery, incentive distribution, group activities, and reporting. 
• Ensure contract deliverables are met for a program caseload of approximately 150 to 175 clients. 
• Track and support required services, including intake and enrollment, care/service plans, case conferences, treatment adherence counseling, modified directly observed therapy sessions, client incentives, and referrals to needed supportive services. 
• Oversee Triad Management for the program, including Dashboard grant performance tracking, data collection, and implementation of corrective action plans or quality improvement plans, as needed. 
• Maintain programmatic policies and procedures to ensure compliance with funder and agency requirements. 
• Schedule program activities, including virtual and in-person activities, workshops, groups, outreach events, and related program services. 
• Manage ordering and inventory of promotional materials used to promote programmatic services. 
• Assist in the timely completion of monthly reports, annual reports, board bullets, and other required program reports. 

Supervision & Program Oversight 

• Provide direct supervision, guidance, and support to the Outreach Worker/Case Manager and other assigned program staff. 
• Monitor staff progress toward program deliverables, documentation expectations, outreach activities, and client engagement goals. 
• Review service delivery and documentation with staff to identify barriers, coaching needs, and areas for improvement. 
• Support day-to-day program coordination to ensure services are delivered consistently and in alignment with funder and agency expectations. 
• Promote coordination, accountability, and communication across the program team. 

Client Engagement & Service Delivery 

• Provide direct services to a subset of Undetectable Program clients. 
• Support client engagement, service planning, treatment adherence, modified directly observed therapy activities, referrals, and follow-up. 
• Co-facilitate client engagement sessions, adherence groups, workshops, and other program activities with staff, as needed. 
• Schedule and lead workshop debriefings and survey reviews with appropriate staff to identify areas for improvement. 
• Promote U=U education and support client access to comprehensive services. 
• Ensure cross-promotion of Prevention services, including GMHC Testing Center services for clients who may benefit from STI and Hepatitis C testing. 

Partnerships, Outreach & Community Engagement 

• Develop and maintain relationships with referral partners, medical providers, community-based organizations, and external stakeholders to support client referrals and medical case conferencing. 
• Promote the Undetectable Program at GMHC and external community events with other department staff. 
• Represent the program professionally in meetings, outreach activities, community events, and partner communications. 
• Work collaboratively with internal programs to strengthen referrals, service coordination, and client access to supportive services. 

Data, Documentation & Quality Assurance 

• Serve as the quality assurance lead for the program, ensuring data quality is high and that required electronic systems mirror one another accurately. 
• Ensure proper documentation of service delivery, incentive distribution, referrals, case conferences, and other program activities is completed in compliance with funder and agency requirements. 
• Work closely with the Analytics and Evaluation team to support accurate data management, data retrieval, and agency-wide Continuous Quality Improvement projects. 
• Review program data regularly to identify gaps, trends, and areas needing corrective action. 
• Support related program and agency priorities, as assigned by the supervisor. 

 Special Skills and Knowledge Required  

• Experience providing supervision, lead worker support, training, or day-to-day staff guidance. 
• Strong understanding of HIV care, treatment adherence, viral suppression, U=U, and the needs of people living with HIV/AIDS. 
• Knowledge of LGBTQIA+ communities and the social, structural, and health-related barriers that may affect engagement in care. 
• Strong interpersonal, communication, facilitation, documentation, and organizational skills. 
• Ability to manage multiple deadlines, funder requirements, service deliverables, and reporting priorities. 
• Ability to work collaboratively with clients, GMHC staff, referral partners, medical providers, and community-based organizations. 
• Commitment to confidentiality, professional boundaries, client-centered care, equity, and social justice. 
• Bilingual in English and Spanish. 

Preferred  

• Experience working in HIV/AIDS services, treatment adherence programming, prevention services, outreach, or U=U-related programming. 
• Experience with electronic medical records, case management databases, data dashboards, or Continuous Quality Improvement processes. 
• Experience working in a nonprofit, community-based, public health, or grant-funded environment. 
• Experience facilitating groups, workshops, or client engagement sessions. 

Education and Certification  

• Bachelor’s degree in human services, psychology, public health, social work, or a related field required. 
• Three (3) to five (5) years of case management, client services, outreach, public health, or related experience required. 

Technical Skills 

• Proficiency in Microsoft Office Suite, including:  
• Word: Creating reports, program documentation, client service materials, and correspondence. 
• Excel: Tracking program deliverables, reviewing service data, monitoring incentives, and supporting reporting. 
• Outlook: Managing email communications, scheduling, and calendar coordination. 
• Teams: Participating in virtual meetings, supervision, and program coordination. 
• Experience using electronic data tracking systems, electronic medical records, or case management databases.  
• Strong data entry skills, ensuring accuracy, efficiency, and compliance across multiple reporting platforms.  
• Ability to review and reconcile data across systems to support quality assurance and funder reporting. 

Work Environment & Schedule This position is hybrid and requires a combination of on-site work at the designated office location, remote work, and participation in program-related activities, as assigned. 

• On-site presence is required based on program needs, client services, supervision, meetings, outreach activities, community events, and other assigned responsibilities. 
• Responsibilities include both in-person and virtual collaboration with colleagues, supervisors, clients, and external partners. 
• Must maintain availability and responsiveness during scheduled work hours, whether working on-site or remotely. 
• Must comply with workplace policies, confidentiality requirements, health and safety regulations, and technology/security expectations at all times. 
• Availability for late afternoons, evenings, and occasional weekend hours may be required based on program, outreach, client engagement, or community event needs. 
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff. 

Physical Demands While carrying out the responsibilities of this role: 

• Routine sitting, standing, walking, and engaging in client meetings, supervision, documentation, and program coordination. 
• Frequent use of a computer, phone, keyboard, mouse, and virtual meeting platforms. 
• Ability to communicate clearly in person, by phone, by video, and in writing. 
• Occasional participation in outreach activities, workshops, groups, and community events that may require standing or walking for extended periods. 
• Occasional lifting or moving of program materials, outreach supplies, incentive items, or promotional materials up to 25 lbs. 

Successful candidates will welcome the opportunity to work in a racial and gender-diverse environment and to contribute to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve promoting equity and social justice.