LCSW - Lead Community Health Worker

CHW Lead - Job Description

The CHW Lead oversees the day-to-day operations and performance of the CHW team, ensuring alignment with the New Mexico Department of Health (NMDOH) Community Health Worker Scope of Work and FronteraCare’s clinical and operational standards.

This position involves managing a remote, regionally dispersed team of CHWs, providing mentorship, training, and support to ensure high-quality outreach, engagement, and continuity of care for families receiving Diagnostic and ABA services. The CHW Lead also serves as a liaison between CHWs, clinical leadership, and administrative teams.

Clinical Quality

• Oversee CHW activities to ensure consistent and effective family engagement, outreach, and care coordination across FronteraCare regions.

• Monitor performance metrics related to client onboarding, service continuity, and waitlist management.

• Personally engage with high-risk or stalled families to re-engage them and move them through the intake process.

• Support CHWs in coordinating referrals, assessments, and family onboarding processes; directly monitor intake conversion and time-to-start metrics across assigned regions and proactively intervene on stalled or at-risk cases.Support CHWs in coordinating referrals, assessments, and family onboarding processes.

• Ensure documentation accuracy and adherence to Frontera Health and NMDOH standards.

• Analyze data and identify trends in service barriers and family engagement; collaborate with leadership to address system-level challenges.

• Maintain familiarity with community resources and state programs to guide CHWs in providing accurate, up-to-date information to families.

• Manage CHW program that drives Client / Family outcomes, collaborates effectively with interdisciplinary care team, and optimizes growth and revenue across Diagnostics and ABA Therapy Services

Professional and Ethical Conduct

• Model professional, ethical, and culturally responsive behavior consistent with Frontera Health and NMDOH CHW standards.

• Promote integrity, confidentiality, and accountability in all aspects of work and leadership.

• Uphold FronteraCare’s mission of family-centered care and equitable access to services.

• Conduct regular supervision and case reviews to ensure CHWs operate within ethical and regulatory guidelines.

• Support compliance with all federal, state, and company policies and procedures.

Communication and Family Interaction

• Provide guidance to CHWs on effective communication strategies with families, including education on ABA services, service navigation, and addressing barriers to care.

• Oversee communication workflows to ensure families receive timely and consistent information.

• Serve as an escalation point for complex family or community concerns requiring leadership input, and as an active driver of forward movement for families stuck in the intake pipeline, proactively identifying and working stalled cases.Serve as an escalation point for complex family or community concerns requiring leadership input.

• Foster a culture of empathy, respect, and responsiveness across the CHW team.

• When needed, engage directly with families to model high-quality service delivery and reinforce Frontera Health’s standards for engagement.

• Lead full alignment with FronteraCare’s  technology platforms, ensure CHWs are fully engaging families in obtaining consent, using the parent training app, and understanding video-based technology.

• Monitor CHW use of technology to support family engagement, promote adherence to digital protocols, and identify areas for additional training or support.

Leadership and Mentorship

• Lead, mentor, and develop a remote team of Community Health Workers across New Mexico.

• Provide ongoing coaching, training, and performance feedback through regular one-on-one supervision and virtual team meetings.

• Support staff development by identifying professional growth opportunities and encouraging CHW certification and continuing education.

• Set and hold CHWs accountable to proactive outreach cadences and intake-conversion targets; monitor productivity and quality metrics for the CHW team.

• Monitor productivity, quality metrics, and documentation compliance for the CHW team.

• Collaborate with the Business Operations Director and HR to recruit, onboard, and train new CHWs.

• Identify systemic intake bottlenecks and drive fixes in partnership with Intake and Scheduling leadership.

• Foster a positive, inclusive, and solutions-oriented team culture that reflects FronteraCare’s values.

• Serve as a communication bridge between CHWs and leadership, ensuring information flows clearly and consistently across regions.

Qualifications and Requirements

Required:

• Minimum of 3 years of experience as a CHW, care coordinator, or similar role in health, behavioral health, or social services.

• Active social work license (LSW, LMSW, or LCSW per NM licensure requirements).

• Demonstrated experience providing peer leadership, mentoring, or supervision.

• Strong ability to lead and communicate effectively in a remote work environment.

• Excellent organizational skills and comfort with technology (video platforms, case management systems, and reporting tools).

• Bilingual in English and Spanish with the ability to communicate professionally in both languages.

Preferred:

• Previous experience in a leadership or supervisory role within a healthcare, behavioral health, or social service setting.

• Demonstrated track record improving family engagement, conversion, or throughput metrics in a prior role.

• Knowledge of Applied Behavior Analysis (ABA) or experience supporting families of children with developmental or behavioral needs.

• Active Community Health Worker Certification from the NMDOH Office of Community Health Workers.

At Frontera, we believe in building a workplace where everyone feels respected, supported, and safe—period. We’re proud to be an equal opportunity employer, and we’re committed to maintaining an environment where harassment, discrimination, and retaliation have no place.