Department/Program: Philadelphia Family Voices  Email to apply: compliance@philadelphiafamilyvoices.com 
Location: Philadelphia, PA Travel required: Yes
Level/Salary range: $23.63/hourly  Position type: Contractor

Program Summary

Philadelphia Family Voices is Philadelphia’s first and only family-legacy organization. As a family legacy organization, the mission of Philadelphia Family Voices is families helping families navigate and improve child-serving systems by creating opportunities for education, empowerment, advocacy and support.

Position Summary

Position Summary

Compensation: $23.63 per hour

Schedule: Approximately 20 hours per week, based on hearing volume and scheduling needs

Status: Independent Contractor (1099)

Reports To: Program Manager

Summary:

Philadelphia Family Voices (PFV) is seeking a Consumer Representative  & Grievance Hearing Specialist to serve as a dedicated Consumer Representative for behavioral health complaints, grievances, and fair hearing processes.

The Consumer Representative acts on behalf of members during the complaint, grievance, and fair hearing process, ensuring their rights are protected when they disagree with a denial, reduction, suspension, or treatment decision. The position provides an independent consumer perspective and supports fairness, due process, and accountability within behavioral health systems.

This is a systems-focused role and does not provide direct family support, case management, or clinical services. Flexible schedule based on hearing calendars and organizational needs. Hybrid participation, including virtual and occasional in-person meetings or hearings as required.

Compensation and Contract Terms

  • Independent Contractor (1099) Position
  • $23.63 per hour
  • Approximately 20 hours per week

 

Essential Duties and Responsibilities

Consumer Representation

  • Serve as PFV’s designated Consumer Representative during complaint, grievance, and fair hearing proceedings.
  • Participate in scheduled hearings and review meetings on behalf of PFV.
  • Ensure that member rights, due process protections, and procedural requirements are upheld.
  • Provide an independent consumer and family perspective during deliberations and decision-making processes.

Case Review and Hearing Preparation

  • Review hearing materials, evaluations, treatment plans, and supporting documentation prior to hearings.
  • Analyze case information to ensure compliance with applicable behavioral health and Medicaid regulations.
  • Prepare for hearings by reviewing timelines, service determinations, and relevant policies.
  • Identify trends, barriers, or concerns impacting consumers within the behavioral health system.

Confidentiality and Protected Health Information

  • Handle confidential and sensitive information, including Protected Health Information (PHI), behavioral health evaluations, treatment records, and supporting documentation related to complaints, grievances, and fair hearing cases.
  • Maintain compliance with HIPAA, confidentiality standards, and all applicable federal, state, and local regulations.
  • Exercise sound professional judgment when accessing, reviewing, and discussing sensitive information.

Documentation and Reporting

  • Maintain accurate records related to hearing participation and case activities.
  • Submit required invoices, participation logs, and reports in accordance with PFV expectations.
  • Communicate emerging trends or systemic concerns to PFV leadership.
  • Participate in periodic meetings regarding quality improvement and systems advocacy initiatives.

Required Qualifications

  • Individual who self-identifies as parent or primary caregiver of an individual with of an individual with behavioral and/or mental health challenges and/or autism spectrum disorder.
  • Demonstrated understanding of behavioral health service delivery, consumer rights, and systems navigation.
  • Ability to maintain strict confidentiality and appropriately manage Protected Health Information (PHI).
  • Strong written, verbal, and organizational skills.
  • Ability to review and interpret behavioral health evaluations, treatment records, and supporting documentation.
  • Ability to work independently and maintain professionalism in sensitive situations.
  • Basic computer proficiency, including email, virtual meeting platforms, and electronic documentation systems.
  • FBI, Child Abuse, and Criminal Background Clearances.
  • Reliable mode of transportation.

Preferred Qualifications

  • Previous experience participating in complaint, grievance, or fair hearing processes.
  • Familiarity with Medicaid-funded behavioral health services and managed care systems.
  • Knowledge of local behavioral health systems and community resources.
  • Experience in advocacy, peer support, quality assurance, or consumer engagement activities.
  • Philadelphia County Resident.
  • High School Diploma or GED.

 

Required Skills

  • Demonstrated effective written and verbal communication skills.
  • Ability to interact with families and other external parties effectively and professionally, including multi-disciplinary teams.
  • Possess excellent computer skills to perform job duties including desktop computing, email, time sheet management, electronic health records, using Microsoft Office Applications, ADP and other relevant software.
  • Ability to be flexible, collaborative, and creative.
  • Dependable with strong time management and organizational skills.
  • Excellent communication, listening and interpersonal skills including public presentations.
  • Negotiation and conflict resolution abilities.
  • Utilizes a strength-based perspective.
  • Ability to maintain regular and punctual attendance; available for flexible work schedule including evenings and weekends as needed.

Physical Requirements

  • Able to sit/work at a computer and perform general office functions.
  • Able to travel within the community that may not be handicap accessible, including stairs.
  • Able to use public transportation and/or drive around the city, including in inclement weather.
  • Able to carry computer equipment to external sites as needed.
  • Able to communicate clearly with others; possible exposure to vulgar or inappropriate language or gestures.

Philadelphia Family Voices Commitment

Philadelphia Family Voices values the expertise that comes from lived experience and believes that consumer voices are essential to creating equitable, accountable, and family-driven behavioral health systems. Individuals with personal or family experience navigating behavioral health services are strongly encouraged to apply.

The candidate for this position may be subject to any of the following screenings as part of the pre-employment process: Motor Vehicle Report (MVR), PA Criminal Background Check, PA Child Abuse Clearance, FBI fingerprint, and drug/alcohol screen.