DSP Success Liaison

Job Title: DSP Success Liaison

Position Summary

The DSP Success Liaison serves as a key support and connection point for Direct Support Professionals (DSPs). This role focuses on onboarding, engagement, performance support, and retention by ensuring DSPs feel prepared, supported, and successful in their roles. In addition, the DSP Success Liaison provides direct coverage support by filling in at residential homes as needed to address staffing gaps, ensuring continuity of care and service quality.

Key Responsibilities

DSP Support & Engagement

• Serve as a primary point of contact for DSPs regarding questions, concerns, and support needs


• Build strong, trusting relationships with DSPs to promote engagement and retention


• Conduct regular check-ins with DSPs to assess satisfaction, performance, and well-being


• Identify early warning signs of burnout, disengagement, or performance issues and respond proactively

Onboarding & Training Support

• Support new DSP onboarding, including orientation follow-ups and early-stage coaching


• Ensure DSPs understand expectations, policies, and best practices


• Coordinate with training staff or supervisors to address knowledge or skill gaps


• Reinforce company values, mission, and service standards

Performance & Quality Support

• Provide coaching and feedback to DSPs to support growth and success


• Assist with documentation compliance and quality assurance as needed


• Help DSPs navigate challenges related to individuals served, schedules, or workplace concerns


• Collaborate with supervisors on performance improvement plans when necessary

Coverage & Direct Support Responsibilities

• Provide direct DSP coverage in homes as needed to fill staffing gaps


• Step into assigned shifts to ensure continuity of care and safety of individuals served


• Model best practices in direct support, professionalism, and person-centered care


• Support teams during high-need periods, call-ins, or emergencies

Communication & Coordination

• Act as a liaison between DSPs and leadership to ensure concerns are heard and addressed


• Communicate trends, challenges, and successes to management


• Support conflict resolution and problem-solving efforts


• Promote a positive, supportive workplace culture

Retention & Continuous Improvement

• Support initiatives aimed at improving DSP retention and job satisfaction


• Gather feedback from DSPs to inform improvements in training, communication, and processes


• Participate in team meetings and contribute to continuous improvement efforts

Qualifications

• High school diploma or equivalent


• Experience working as a Direct Support Professional or in a similar human services role


• Ability and willingness to provide direct DSP coverage as needed


• Strong interpersonal, communication, and problem-solving skills


• Ability to maintain professionalism, confidentiality, and empathy


• Strong organizational and follow-up skills

• Previous leadership, mentoring, or coaching experience


• Knowledge of developmental disabilities, behavioral supports, or person-centered services


• Familiarity with DMH compliance standards, and documentation requirements

Skills & Competencies

• Relationship-building and active listening


• Coaching and mentorship


• Conflict resolution


• Time management and organization


• Adaptability and emotional intelligence

Work Environment & Expectations

• Flexible schedule required, including availability to cover shifts as needed


• Combination of office, field, and direct support work


• Must be able to meet all DSP physical and training requirements


• Commitment to promoting high-quality, person-centered services