A Career That Makes A Difference
Maryland Information Network is a growing 501(c)(3) nonprofit with a number of new and exciting initiatives. To apply, send your resume and salary requirements to info@211md.org. No phone calls please.
Working At Maryland Information Network
We believe each of us must find meaning in our work, and it happens at its best when we know that it is not just work but something that helps improve the lives of others.
Employees of the Maryland Information Network (MdInfoNet), which powers local 211 services, strive to make a difference every day. It begins with our Mission "to connect Marylanders to the health and human services they need to achieve a more stable life for themselves and their families."
Our nonprofit uses a vast network of information and technology to make more than 873,000 connections through our programs and services.
We believe in the power of partnership. MdInfoNet leverages our infrastructure to benefit our partnerships with state agencies, local governments, our Call Center Network, and thousands of local nonprofits. We continuously innovate our approach to support the evolving needs of partners and Marylanders.
Our organizational vision leads us to imagine doing the impossible, and our innovation has positioned us to be a leader in our field.
The Maryland Information Network is tight-knit. As we expand our team, we are excited about how an individual's talent and experience shape the lives of Marylanders and their individual professional growth!
Open Positions
To apply, send your resume to info@211md.org for review.
Care Coordinator, 211 Press 4
In partnership with the Maryland Department of Health, Behavioral Health Administration, the 211 Care Coordination program facilitates referrals for ED patients in need of community-based behavioral health services, including resources for mental health conditions, substance use disorders and developmental disabilities.
The Care Coordinator serves as a critical link between Maryland hospitals, public agencies, and community-based organizations to ensure timely, compassionate, and effective care transitions for patients with behavioral health, development, and complex needs. The Care Coordinator proactively removes barriers to care by coordinating placements, closing referral loops, and reducing administrative burdens delaying effective transitions. This role involves conducting real-time bed searches, mobilizing interagency collaboration, initiating in-home and outpatient support, and connecting families to peer support. The ideal candidate is resourceful, empathetic, and thrives in a fast-paced, collaborative environment committed to improving patient outcomes and equity in access to care.
EDUCATION AND EXPERIENCE
- Bachelor’s Degree with at least 5 years of experience in social work, public health, healthcare, or human services.
- Requires at least 3 years of experience providing case management or care coordination services to patients with mental health conditions, substance use and developmental disabilities.
- Experience with Maryland’s Public Behavioral Health System, prior experience working with Maryland Department of Health (MDH) , Department of Human Services (DHS), Department of
Social Services (DSS), or Developmental Disabilities Administration (DDA) preferred.
POSITION RESPONSIBILITIES INCLUDE:
- Provide full coverage of the 211 Maryland Hospital Care Coordination referral line Monday – Friday, 8am – 8pm, based on schedule.
- Receive and respond to incoming phone and electronic behavioral health patient referrals from Maryland hospitals for inpatient placements and outpatient community-based services within defined time frame established in grant deliverables.
- Collaborate with emergency department (ED) staff during define intervals to conduct bed searches, review referral statuses, follow up on denials, and delegate communication tasks appropriately between 211P4 and ED teams to reduce staff burden.
- Track and analyze denial reasons and referral outcomes to identify service gaps and inform continuous improvement efforts.
- Coordinate with involved agencies (e.g., DDA, LCT teams) immediately upon ED notification of a boarder, ensuring timely response and resource engagement to close referral loops on complex cases.
- Complete and submit necessary documentation (e.g., referrals) on behalf of the hospital to minimize the administrative workload.
Connect families to peer-to-peer support and proactively initiate in-home supports or outpatient services while the patient is still in the ED, promoting smooth discharge and community reintegration. - Utilize the 211 Resource Database to immediately identify available services, gather key information to make connections with service providers, and provide warm handoffs on behalf of patients.
- Conduct follow-up services within 24-48 hours of patient placement to ensure service connection and monitor for additional coordination or services.
Regularly communicate the progress of patient resource placements with referring to hospitals. - Collect and analyze patient-level data to identify trends in delays across levels of care, particularly where limitations in availability (e.g., Neuropsychiatric beds) resulting in extended wait times.
- Thoroughly document care coordination activities including patient data, resource placements, and follow-up activities in Maryland Information Network’s dedicated technology tools.
- Securely maintain confidential patient records, assessments, and related documents.
- Attend program-related meetings and training with 211 Maryland.
TECHNOLOGY
Software: Microsoft Office Suite (required), Google Suite (required) iCarol CRM System (required), and Atlassian (required)
ADDITIONAL INFORMATION
This is the primary remote position. There may be times for in-person meetings, in-person training or other events where attendance will be required. Occasional walking or standing and interaction with personnel located in other parts of the building are also necessary when in the office.
Requirements may be modified to accommodate individuals with disabilities.
To apply, send your resume to info@211md.org for review.
Lead Care Coordinator, 211 Care Coordination
Position Summary Lead Care Coordinator is a key role within 211 Care Coordination, focused on elevating the quality and effectiveness of care coordination services and enhancing the clinical assessment skills of our care coordination team. This position combines hands-on care coordination with team lead responsibilities to elevate and maintain the team's capability in (1) navigating Maryland's complex health and human service system and (2) delivering timely and effective service navigation and care coordination
Location: Maryland, Remote/Hybrid
Salary Range: $60k - $70k
Position Type: Full-time, Exempt
Probationary Period: 90 Days
Benefits: Medical and dental coverage are included as part of the benefits package. Full details regarding benefits will be provided upon request and at time of hire.
Key Responsibilities
Service Coordination
● Deliver service navigation for special populations: Coordinate information and referral services for 211 Care Coordination referrals, engaging partnerships with hospitals, community-based organizations, and government agencies to address complex health and social challenges.
● Conduct detailed service need assessments: Manage assessments for 211 Care Coordination referrals from hospital emergency departments, working within established protocols to ensure a thorough understanding of each patient’s health and social service needs.
● Serve as a subject matter expert: Maintain deep expertise in Maryland’s behavioral health system, ensuring staff are current on emerging trends in care coordination.
● Maintain case load of patient referrals: Receive and respond to incoming phone and electronic behavioral health patient referrals from Maryland hospitals for service placement at community-based organizations, inpatient crisis beds, and other outpatient providers.
Care Coordination Team Oversight
● Service Delivery Monitoring: Ensure full coverage of the 211 Maryland Care Coordination referral line Monday- Friday, 8am-5pm. Provide oversight of incoming phone and electronic behavioral health patient referrals according to program requirements.
● Deliver ongoing professional development: Conduct routine training sessions for care coordinators, emphasizing best practices in patient assessment, case management, and resource navigation. Ensure that all staff maintain a high level of competency and compliance with state and federal healthcare regulations.
● Provide real-time guidance: Offer direct support to care coordinators during complex case reviews, ensuring adherence to best practices and program standards. Conduct one-on-one training for new hires and staff requiring additional support.
● Develop and refine assessment tools to aid in comprehensive case analysis: Create assessment instruments, checklists, and training materials that align with both clinical best practices and information and referral best practices specific to the needs of 211 Care Coordination.
Quality Assurance
● Leadership Collaboration: Work collaboratively with Clinical Services manager and Care Systems Manager to implement targeted quality improvement initiatives. Collaborate with the Clinical services manager and Care systems manager to ensure new system workflows are reflected in coordination activities.
● Lead quality control initiatives: Implement a quality assurance framework, regularly auditing patient assessments, service plans, and referrals to ensure consistency, accuracy, and regulatory compliance. Provide corrective feedback and initiate process improvements where necessary.
● Analyze data for continuous improvement: Collect and review assessment data, patient outcomes, and service delivery metrics to identify trends, gaps in services, and opportunities for improvement. Present findings and recommendations to leadership for program enhancements.
Continuous Improvement
● Collaborate with Clinical service manager to stay updated on changes in Maryland's behavioral health landscape and incorporate into training direct staff
● Gather feedback from care coordinators to refine and improve training content and delivery
● Collaborate with the leadership team to identify areas for team skill enhancement
Qualifications
● Master's degree in Social work, Psychology, Behavioral Health Care or related field
● Minimum 5 years' experience in behavioral health care coordination, with deep knowledge of Maryland's behavioral health system
● Minimum 3 years' experience in managing, supervising and leading a team
● Demonstrated expertise in complex case assessment, case management and care coordination of services and delivery
● Strong analytical and problem-solving skills
● Excellent communication and interpersonal skills
● Proficiency in relevant software and data management systems
To apply, send your resume to info@211md.org for review.