Implementation Support Specialist

Empower Community Care is a family of mission-driven organizations delivering evidence-based behavioral health, child welfare, and community care programs and services. Our portfolio includes BSFT, Carey Group, Evidence-Based Associates (EBA), FFT LLC, MST Services, Orbis, and The Incredible Years — each advancing outcomes for children, families, and the communities we serve.The Implementation Support Specialist provides cross-model implementation, operational, and customer success support for Functional Family Therapy (FFT), Multisystemic Therapy (MST), and Brief Strategic Family Therapy (BSFT). This position leads assigned provider organizations through onboarding and launch and continues to provide support alongside clinical model staff to ensure sustainability, fidelity, and customer success.
The Specialist coordinates implementation plans, workforce and referral readiness, technical assistance, project milestones, program monitoring, and partner relationships. The position works collaboratively with EBP model teams, which retain responsibility for model-specific clinical consultation, fidelity coaching, certification, and clinical decision-making.

Onboarding and Launch

• Provider Onboarding: Lead assigned providers through onboarding, workforce readiness, launch preparation, and early operations for FFT, MST, and BSFT.
• Planning and Project Management: Develop and maintain implementation roadmaps, timelines, milestones, responsibilities, and launch-readiness documentation, and coordinate project management and technical assistance to keep launches on time, in scope, and responsive to emerging barriers.
• Workforce Planning: Collaborate with recruiting and provider leadership to support staffing plans, candidate sourcing needs, role readiness, and workforce preparation for launch.
• Readiness Assessment: Assess readiness related to leadership, staffing, training, service capacity, operational infrastructure, and stakeholder engagement.
• Referral and Access: Design and strengthen referral and access processes so appropriate populations can reach available program capacity.
• Organizational Change: Support operational and organizational change required to adopt new practices and reduce implementation drift.
• Launch Coordination: Coordinate launch logistics with EBP clinical technical assistance teams while maintaining clear boundaries between operational implementation support and model-specific clinical responsibilities.
• Documentation and Escalation: Document decisions, risks, action items, and progress; promptly elevate barriers requiring leadership or model-specific expertise.

Sustainability and Customer Success

• Partner Relationships: Maintain ongoing relationships with assigned provider organizations through proactive check-ins, account health monitoring, responsive support, and escalation management.
• Program Monitoring: Monitor staffing stability, referrals, caseloads, utilization, access, financial sustainability, fidelity indicators, outcomes, and other applicable measures, and identify early warning signals related to vacancies, turnover, capacity, referral volume, access barriers, reimbursement, budget pressures, or renewal risk.
• Risk Response: Lead the operational response to implementation risks and coordinate joint problem-solving with EBP clinical leadership when clinical or fidelity action is required, including workforce retention, referral pathway troubleshooting, implementation improvement plans, and other actions that strengthen program viability.
• Renewal and Expansion: Coordinate renewal and expansion support, identify opportunities to connect partners with other appropriate organizational offerings, and promote partner satisfaction, retention, high-quality service delivery, and long-term program sustainability.
• Reporting and Records: Prepare reports, dashboards, presentations, and status updates that communicate implementation progress, account health, risks, and outcomes; maintain accurate records and provide regular updates to the Director of EBP Implementation.

Cross-Functional Responsibilities

• Stakeholder Relationships: Build collaborative relationships with provider leaders, supervisors, clinicians, funders, referral sources, and community stakeholders while maintaining clear expectations and shared accountability.
• Facilitation and Training: Facilitate provider and stakeholder training and/or meetings, including provider implementation training on best practices, timelines, and expectations for successful implementation, with agenda development, documentation, decision-making, and follow-up.
• Data-Informed Decisions: Use data to guide implementation decisions, monitor readiness and program health, and support continuous quality improvement.
• Portfolio Management: Manage multiple programs, priorities, deadlines, and special projects across the EBP portfolio, and participate in EBP initiatives as assigned.

• Education: Bachelor’s degree in behavioral health, social work, psychology, public health, human services, business, project management, or a related field, or an equivalent combination of education and experience.
• Experience: At least three (3) years of relevant experience in program implementation, project management, provider support, customer success, behavioral health, or human services, including demonstrated experience coordinating multiple stakeholders, monitoring program performance, and supporting implementation from launch through sustainability.
• Core Skills: Strong implementation, project coordination, organization, and time-management skills; excellent written, verbal, facilitation, presentation, and relationship-management skills.
• Change and Data Skills: Ability to support organizational change, resolve operational barriers, and maintain accountability through a collaborative approach; ability to interpret program and account-health data, identify risks, and translate findings into action.
• Judgment and Independence: Sound judgment regarding when to act directly and when to engage clinical, model-specific, funding, recruiting, or leadership partners; ability to work independently, manage competing priorities, and provide reliable follow-through.
• Technology: Proficiency with Microsoft Word, Excel, PowerPoint, Teams, and SharePoint.
• Work Requirements: Must be legally authorized to work in the United States, reside in the United States, work Eastern Time business hours, and be able to travel up to 50% of the time.

• Advanced Degree: Master’s degree in one of the fields above or a related field.
• EBP Experience: Experience with evidence-based or evidence-informed programs, including FFT, MST, BSFT, or another structured evidence-based practice.
• Subject Knowledge: Knowledge of evidence-based practices, behavioral health, human services, customer success, or implementation science.

• Background Check: Employment is contingent upon successful completion of a background check, consistent with applicable law and Empower’s standard hiring practices.
• Confidentiality: This role may involve exposure to confidential organizational, financial, and/or clinical program information. The employee must maintain strict confidentiality and comply with Empower’s internal data governance and confidentiality policies.
• Work Environment: This is a remote, computer-based position requiring prolonged periods of sitting and extended use of a computer, keyboard, and video-conferencing tools, along with travel of up to approximately 50% of the time for in-person provider onboarding, meetings, leadership offsites, or site visits. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA.
• Other Duties: This job description reflects the general nature and level of work performed and is not intended to be a comprehensive list of all responsibilities, duties, and skills required. Duties, responsibilities, and activities may change at any time with or without notice.

Empower Community Care offers a competitive total-rewards package, which includes medical, dental, and vision coverage; retirement savings; paid time off and holidays; and life insurance.

Equal Employment Opportunity

Empower Community Care is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.