Developmental Pathways Inc.

Parent Liaison / Family Retention Specialist (Bilingual Preferred)

Developmental Pathways is seeking a compassionate, relationship-focused, and highly professional Parent Liaison / Family Retention Specialist to join our ABA team. This position plays a critical role in strengthening family relationships, addressing concerns, and supporting the retention of children receiving Applied Behavior Analysis (ABA) services.

The Parent Liaison serves as a dedicated point of contact for families who have expressed concerns about services, reported challenges with Behavior Technicians, experienced dissatisfaction with their care, reduced attendance, or are considering discontinuing services. The ideal candidate possesses exceptional customer service skills, conflict resolution abilities, and prior experience working in the ABA field as a Behavior Technician or similar direct-service role.

This role requires empathy, professionalism, active listening, and the ability to build trust with families while collaborating closely with clinical and operational teams to identify solutions that support positive outcomes for clients and families.

Responsibilities

Family Support & Retention

• Proactively contact families who have canceled services, reduced attendance, expressed dissatisfaction, or indicated an intention to terminate services.
• Build and maintain positive relationships with families by serving as a supportive and responsive resource.
• Conduct retention and satisfaction outreach calls to better understand family concerns and identify opportunities for resolution.
• Listen actively and empathetically to family feedback while maintaining professionalism and confidentiality.
• Address concerns related to service delivery, scheduling challenges, communication issues, staff interactions, and overall family experience.
• Collaborate with clinical and operational teams to develop solutions that support family engagement and satisfaction.
• Document family concerns and ensure appropriate follow-up actions are completed.
• Monitor at-risk cases and maintain regular communication with families until concerns have been resolved.
• Conduct exit interviews with families discontinuing services to gather valuable feedback and identify trends.
• Support re-engagement efforts with families who have previously terminated services when appropriate.

Customer Service & Family Advocacy

• Serve as a trusted liaison between families, Behavior Technicians, BCBAs, Clinical Supervisors, and administrative staff.
• Advocate for family needs while maintaining alignment with company policies and clinical recommendations.
• Ensure families receive timely responses, updates, and resolutions regarding their concerns.
• Promote a positive client experience throughout the service journey.
• Educate families about service expectations, ABA treatment processes, and available support resources.
• De-escalate difficult situations and resolve conflicts professionally and efficiently.
• Identify barriers to service participation and collaborate with internal teams to implement solutions.

Communication & Documentation

• Maintain accurate records of all family interactions, concerns, resolutions, and follow-up activities in Central Reach and other company systems.
• Track trends involving service cancellations, family complaints, attendance concerns, and client attrition.
• Prepare reports for leadership regarding retention efforts, family satisfaction, and common service concerns.
• Escalate significant concerns to appropriate clinical or operational leadership when necessary.
• Ensure all communications comply with HIPAA regulations and company confidentiality standards.

Collaboration with Clinical & Operations Teams

• Work closely with BCBAs, Clinical Directors, Operations Managers, Scheduling Coordinators, and Human Resources to address family concerns.
• Assist leadership in identifying patterns related to provider performance, scheduling challenges, and service delivery issues.
• Participate in team meetings focused on client satisfaction and retention initiatives.
• Provide feedback and recommendations to improve overall client experience and family engagement.

Administrative Support

• Maintain organized records and follow-up schedules.
• Assist with client satisfaction surveys and retention initiatives.
• Support additional administrative and family engagement projects as assigned by management.

Qualifications

Required

• High School Diploma or equivalent; Associate's or Bachelor's Degree preferred.
• Minimum of 2 years of customer service, client relations, patient advocacy, or account management experience.
• Previous ABA experience as a Behavior Technician, Lead Behavior Technician, or related direct-service role.
• Strong understanding of ABA services and family needs within the autism community.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Ability to handle sensitive conversations with empathy and professionalism.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and comply with HIPAA requirements.
• Proficiency with Microsoft Office, Teams, and electronic medical record systems.

Preferred

• Bilingual in English and Spanish.
• Experience using Central Reach or similar practice management software.
• Experience working with families of children diagnosed with Autism Spectrum Disorder (ASD).
• Experience in client retention, patient relations, customer success, or family advocacy roles.

Key Competencies

• Exceptional Customer Service
• Conflict Resolution
• Relationship Building
• Family Engagement
• Active Listening
• Problem Solving
• Professional Communication
• Emotional Intelligence
• Time Management
• Collaboration and Teamwork

Why Join Developmental Pathways?

At Developmental Pathways, we understand that supporting families is just as important as supporting our clients. The Parent Liaison plays an essential role in ensuring families feel heard, valued, and supported throughout their ABA journey. This position offers the opportunity to make a meaningful impact while helping families navigate challenges and maintain access to high-quality ABA services for their children.

Join our team and help create positive experiences that strengthen family relationships and improve outcomes for the children we serve.

What is Autism?
Autism Spectrum Disorder (ASD) is a lifelong neurodevelopmental disorder that affects communication, behavior, and social interaction. It is characterized by persistent difficulties in communication and social interactions, as well as restrictive and repetitive patterns of behavior, interests, or activities.

Job Type: Full-time
Salary: $21.00 - $23.00 per hour
Expected Hours: Full-Time 9:00 AM - 6:00 PM
Location: In Office (Van Nuys, CA)

Developmental Pathways is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or health status.