Director Customer Relations Jobs in Silver Spring, MD

Location: Remote (with travel as needed). Our Head Quarters is in Sturgis, MI.
Department: Government Affairs / Public Policy
Reports to: Chief Executive Officer or Chief Operating Officer

About GT Independence:

GT Independence is a national, family founded Financial Management Services (FMS) organization supporting over 55,000+ people across 17–18 states and D.C. in self directing their long term services and supports. GT helps people with disabilities and long term care needs hire caregivers they choose while managing payroll, taxes, billing, and administrative support so individuals can live independently in their own homes and communities.
Built by a family, for families, GT Independence’s mission is to help people live a life of their choosing—regardless of age or ability—guided by core values such as self determination, integrity, professionalism, community, and respect.
As GT expands and strengthens its national presence, the Government Relations Director will play a central role in shaping state and federal policy environments that advance self determination and protect the future of self directed care programs nationwide.

Position Summary:

The Government Relations Director is responsible for developing and leading GT Independence’s government affairs strategy across the United States. This role strengthens relationships with policymakers, state agencies, Medicaid leaders, legislative staff, and advocacy coalitions to support the growth and sustainability of self directed long term care programs.
This is a highly strategic role requiring deep knowledge of public policy, Medicaid HCBS programs, long term services and supports (LTSS), government contracting, and regulatory environments affecting self direction and financial management services (FMS). The Director will proactively shape policies, monitor emerging legislation, influence regulatory outcomes, and ensure GT’s mission and business model are well understood by government partners.

Key Responsibilities:

Policy Strategy & Legislative Affairs

Develop and execute a comprehensive government relations strategy aligned with GT Independence’s mission and national growth plans.
• Monitor, track, and analyze legislation and regulatory activity related to Medicaid, HCBS, LTSS, workforce issues, and self-direction programs.
• Draft policy briefs, position papers, testimony, comment letters, and advocacy materials.
• Build and maintain strong bipartisan relationships with federal and state legislators, Medicaid officials, and regulatory leaders.
Government Partnership & Advocacy
• Represent GT Independence in legislative hearings, agency meetings, stakeholder workgroups, and policy roundtables.
• Advocate for policies that support self-direction, consumer choice, caregiver flexibility, and sustainable FMS operations.
• Collaborate with national associations, advocacy groups, and coalitions that influence LTSS, disability rights, and Medicaid policy.

State Agency & Program Engagement:

• Strengthen relationships with state program administrators, managed care organizations, and partners involved in self directed care.
• Support state RFP responses, program transitions, pilot initiatives, and expansions.
• Provide strategic guidance to internal teams during new state implementations to ensure regulatory alignment.
(GT has a track record of state program transitions and pilots.) [cga.ct.gov]
Internal Leadership & Cross Functional Partnership
• Advise GT’s executive leadership on government related risks, opportunities, and emerging policy trends.
• Partner with operations, compliance, legal, communications, and product teams to prepare for policy changes that impact services, technology, workforce management, and customer support.
• Support thought leadership, public speaking, and mission driven storytelling about the value of self direction.
Regulatory & Compliance Alignment
• Stay ahead of Medicaid, labor, tax, and FMS regulatory developments.
• Collaborate with legal and compliance teams to ensure GT’s policies and practices align with evolving rules.
• Translate regulatory changes into actionable guidance for internal departments.

Qualifications:

Required:
• Bachelor’s Degree in Healthcare Administration, Public Policy, Political Science, Government, Healthcare Administration, or related field.
• 7+ years of experience in government affairs, Medicaid policy, public health, HCBS, or disability services.
• Proven experience working with state and/or federal government officials, legislators, and regulatory bodies.
• Strong understanding of Medicaid HCBS waivers, LTSS programs, and disability services.
• Excellent communication skills, including the ability to influence and advocate with diverse policy stakeholders.
• Ability to travel to state capitals, conferences, and government meetings as needed.
Preferred:
• Experience within self-direction/self-determination, financial management services (FMS), or home and community based services.
• Experience with government contracting, RFP engagement, and public procurement processes.
• Existing relationships with Medicaid agencies, disability rights organizations, or LTSS policymakers.
• Master’s degree in Public Policy, Public Administration, or related field.

Core Competencies:

• Political & Regulatory Acumen: Ability to navigate complex policy landscapes.
• Strategic Influence: Skilled at persuading diverse stakeholders and communicating mission driven narratives.
• Partnership Focus: Aligns government priorities with GT’s commitment to independence, dignity, and community.
• Mission Driven Leadership: Embodies GT values such as self determination, respect, and community.
• Operational Awareness: Understands how policy impacts service delivery, compliance, and customer experience.