General Statement of Duties:

Client Engagement Specialist II’s primary role within the agency’s Same Day Access process is being the primary point of contact for individuals moving through the Same Day Access intake process and has a secondary role of helping to engage clients in treatment services by providing follow up contact to clients for various reasons. On Same Day Access days, this position maintains a visible role in greeting, tracking, and welcoming individuals new to the CSB. Will be responsible for the initial screening of individuals for appropriateness for services, will navigate staff schedules and regularly apprise individuals waiting for intake services of expected wait times. In collaboration with Same Day Access team members, this position will assist in addressing any barriers clients may have to accessing current services or making appropriate referrals for additional resources as appropriate. This position shares responsibility with Same Day Access team for monitoring client adherence to treatment and communicating with treatment teams about clients’ needs. This position works as part of the Same Day Access team and is supervised by the Supervisor of Same Day Access.  This position requires strong interpersonal relationship skills, ability to work well within a team, to track and monitor data, willingness and ability to utilize supervision, and commitment to working with individuals whose needs may be challenging to meet. Considerable judgment and appropriate actions in dealing with staff, consumers and the general public is required. The person in this position must be able to work independently and maintain client confidentiality.

This position is classified non-exempt under the fair labor standards act.

Major Essential Functions:

  • Provides excellent customer service to consumers, staff, and visitors, displays a positive attitude and projects a welcoming, professional image.
  • Has primary responsibility as the central point of contact for individuals requesting CSB services, specifically in support of the agency SDA intake process.
  • Provides a welcoming presence, screens individuals for appropriateness for services, explains intake process, and triages as appropriate, while concurrently adjusting and referring individuals who may be in crisis to appropriate clinical staff.
  • Collects necessary information and signatures to open the individual in the EHR.
  • Oversees the clinical SDA schedule making adjustments as daily demand dictates and consulting with management staff when needed.
  • Enters and monitors SDA outcome/tracking data and other data and reporting as requested.
  • Monitor/ track clients who have not been adhering to services. Engage clients in discussion about non-adherence and assist in the identification of appropriate goals for continued treatment and/or desire to discontinue services. Communicate and consult as needed with appropriate treatment team members about recommendations for follow up.
  • Utilize various forms of outreach to clients including voice call, letters, or face to face office based intervention in order to re-engage client’s in treatment. Communicate with other programs (Emergency Services, Outpatient Therapy, Case Management, etc) as needed to ensure pertinent treatment team members have an awareness/ understanding of client’s current needs and to ensure a specific plan for follow up is identified.
  • Utilize critical thinking skills to ensure client’s needs for mental health services are maintained or re-evaluated as needed within the system of care.
  • Consult with external service agencies around case-specific and programmatic services as agreed upon by the client.
  • Completes case recording and documentation promptly that meets external and internal standards, utilizing an Electronic Health Record;
  • Assures compliance with agency policy, client rights, confidentiality, professional ethics, licensure regulations, and Medicaid regulations as applicable;
  • Makes effective use of available technology, including computers, e-mail, and voice mail in order to enhance customer service.
  • Maintains effective relationships with co-workers and customers based on courtesy, compassion, and respect.
  • Completes other duties as assigned, consistent with established CSB policies and procedures.

Required Knowledge, Skills and Abilities:

Individual possesses a strong customer services skills and demonstrated ability to communicate effectively with customers and staff; ability to schedule the work of others enforcing agency procedures in a professional and cooperative manner, good organizational skills; ability to handle multiple priorities; ability to work independently; ability to make decisions and initiate action based on established policies and procedures; ability to understand and follow oral and written directions; excellent communication and interpersonal skills; good judgment, flexibility, tact; dependability; attention to detail; knowledge of confidentiality standards and laws; ability to seek and use supervision appropriately; knowledge of principles, practices, and methods of mental health interventions; knowledge of crisis intervention/emergency techniques; ability to make use of local community resources to meet client’s needs; knowledge of and adherence to basic ethics appropriate for helping professions; and ability to write concisely and effectively.

Minimum Education and Experience:

Graduation from an accredited college or university with a Bachelor’s Degree in a Human Services or a related specialty with strong preference for a minimum of one year of experience working with individuals with mental health and/or substance use issues.

Other Information:

Equipment: Telephone, copy machine, vehicle, PC, word processing software, TDD.

Work Environment: General office environment with normal lighting levels, temperature, air quality, ventilation and noise levels.

Work Hazards: Standard hazards associated with rehabilitation programs.

Work Schedule: Monday through Friday, regular office hours; some evenings required as scheduled.  Additional hours as needed to preform job requirements.  Regular and reliable attendance is required.

HIPAA Access Level 2: Full read/write access to protected health information (PHI), limited to the minimum necessary, for all clients directly served or assigned, as well as all clients indirectly served through case consultation, clinical supervision, program management, or coverage requirements. Staff at Level 2 are allowed to seek out client PHI as necessary to perform their assigned duties but are expected to exercise due precautions to limit exposure to any PHI which is outside the scope of their need to know. Utilization of information will be in accordance with HIPAA regulations regarding use limitation, disclosure and requests of PHI.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States.

HRCSB is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact recruitment@hrcsb.org.