CAREERS
JOB TITLE:
Support Services Coordinator
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Department:
Community Behavioral Health Rental Assistance,
Recovery Navigator Program, and Care Connect Washington |
FLSA Status: Non-Exempt/Hourly
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Primary Accountability
This position provides day to day oversight of operational functions for our Community Behavioral Health Rental Assistance Program. They will also provide some Case Management for the individuals housed through this specific funding and other housing support opportunities offered through Advance. This position is designed to provide direct client support, housing coordination, intake services and data collection/reporting for all housing support programs at Advance.
Primary Duties and Responsibilities
1) Serve as point of contact for all referral and stakeholder agencies, healthcare and social services professionals and others making housing support referrals.
2) Provide initial screening for housing assistance, determine eligibility for housing support services, complete qualifying documentation as required by specific funding sources
3) Refer individuals to other appropriate housing supports within the community, make arrangements for personalized assistance with housing support paperwork or intake at other agencies when appropriate.
4) Manage, document, and maintain information regarding referrals in the supportive housing databases.
5) Provide outreach to engage referred individuals and help facilitate client engagement with assigned case management support.
6) Ensure effective and efficient communication and develop and maintain positive, collaborative relationships between all partners involved in referring and receiving referrals for housing support.
7) Engage participants on the street and at other facilities to establish a working relationship and provide ongoing case management services if desired
8) With the participant’s consent, coordinate efforts to maintain housing support (long term or short term) with other agencies and individuals built into the client’s support plan.
9) Update documentation for each client at least every 6 months (or more frequently if required by the funding source) to reflect movement towards or away from goals and client needs.
10) Report any changes to the Case Management team for direction on potential changes in eligibility/opportunity for housing support.
11) Assists with building positive relationships - both with clients and with community agencies/stakeholders.
12) Keep all team members up to date on relevant project information or programmatic changes
13) Attend monthly meetings (or meetings as requested) and provide accurate programmatic updates to funding source representatives/leadership (i.e. Carelon Behavioral Health, Department of Commerce, Department of Health, etc).
14) Engage in other supportive roles at Advance as needed and directed.
2) Provide initial screening for housing assistance, determine eligibility for housing support services, complete qualifying documentation as required by specific funding sources
3) Refer individuals to other appropriate housing supports within the community, make arrangements for personalized assistance with housing support paperwork or intake at other agencies when appropriate.
4) Manage, document, and maintain information regarding referrals in the supportive housing databases.
5) Provide outreach to engage referred individuals and help facilitate client engagement with assigned case management support.
6) Ensure effective and efficient communication and develop and maintain positive, collaborative relationships between all partners involved in referring and receiving referrals for housing support.
7) Engage participants on the street and at other facilities to establish a working relationship and provide ongoing case management services if desired
8) With the participant’s consent, coordinate efforts to maintain housing support (long term or short term) with other agencies and individuals built into the client’s support plan.
9) Update documentation for each client at least every 6 months (or more frequently if required by the funding source) to reflect movement towards or away from goals and client needs.
10) Report any changes to the Case Management team for direction on potential changes in eligibility/opportunity for housing support.
11) Assists with building positive relationships - both with clients and with community agencies/stakeholders.
12) Keep all team members up to date on relevant project information or programmatic changes
13) Attend monthly meetings (or meetings as requested) and provide accurate programmatic updates to funding source representatives/leadership (i.e. Carelon Behavioral Health, Department of Commerce, Department of Health, etc).
14) Engage in other supportive roles at Advance as needed and directed.
General Development
1) Demonstrated experience developing positive, collaborative relationships with social services providers to effectively serve mutual clients.
2) Understanding of social and environmental factors impacting housing security/insecurity and harm reduction strategies along with a demonstrated passion for serving individuals experiencing homelessness and other life challenges.
3) Requires professional skills (soft skills) in order to organize projects and provide supervision of clients, work effectively with organizational leadership and community-based social service teams.
4) Requires the ability to work independently and as part of clinical and collaborative community partner teams.
5) Effective development of priorities and relationships, including flexibility in response to changes in circumstances or policies.
6) Requires consideration of the work-flows within, as well as outside of, the department or functional area, and between community agency partners.
7) Solution-focused orientation based on the general goals and objectives of the department and programs.
8) Functions include: compilation, interpretation, assessment, documentation, and reporting of information, which may be clinical in nature.
9) Compilation and oversight of reports as required by program funders and community partners, including but not limited to Carelon Behavioral Health and FHC.
10) Employees are expected to determine an effective response to situations encountered within established precedent, and may be required to respond effectively and safely to situations for which there is not yet an established precedent.
2) Understanding of social and environmental factors impacting housing security/insecurity and harm reduction strategies along with a demonstrated passion for serving individuals experiencing homelessness and other life challenges.
3) Requires professional skills (soft skills) in order to organize projects and provide supervision of clients, work effectively with organizational leadership and community-based social service teams.
4) Requires the ability to work independently and as part of clinical and collaborative community partner teams.
5) Effective development of priorities and relationships, including flexibility in response to changes in circumstances or policies.
6) Requires consideration of the work-flows within, as well as outside of, the department or functional area, and between community agency partners.
7) Solution-focused orientation based on the general goals and objectives of the department and programs.
8) Functions include: compilation, interpretation, assessment, documentation, and reporting of information, which may be clinical in nature.
9) Compilation and oversight of reports as required by program funders and community partners, including but not limited to Carelon Behavioral Health and FHC.
10) Employees are expected to determine an effective response to situations encountered within established precedent, and may be required to respond effectively and safely to situations for which there is not yet an established precedent.
Professional & Technical Knowledge
1. High school diploma or equivalent required. Further education/training is desirable.
2. Must have competence using smartphones and be able to learn how to enter data into an electronic database daily.
3. Must be fully vaccinated for COVID-19
4. Must have valid Washington State driver’s license
5. Self-motivated
6. Able to take direction from program leadership and community partner staff in positions of authority
7. Outgoing and able to approach strangers to provide street-based outreach and engagement services to individuals experiencing homelessness, with behavioral health diagnoses, substance use disorder(s) and/or with criminal legal system involvement
8. Understanding of harm reduction strategies along with a demonstrated passion for serving individuals experiencing homelessness and/or behavioral health challenges.
9. Ability to effectively communicate and problem-solve under pressure in high stress situations
10. Ability to respond non-violently to any situation.
11. Ability to effectively document services in the client record using an Electronic Community Case Management system and hard copy/paper documentation system.
12. Ability to create, send and manage email.
13. Ability to access and use web-based applications and other computer programs including Google and Microsoft Office.
2. Must have competence using smartphones and be able to learn how to enter data into an electronic database daily.
3. Must be fully vaccinated for COVID-19
4. Must have valid Washington State driver’s license
5. Self-motivated
6. Able to take direction from program leadership and community partner staff in positions of authority
7. Outgoing and able to approach strangers to provide street-based outreach and engagement services to individuals experiencing homelessness, with behavioral health diagnoses, substance use disorder(s) and/or with criminal legal system involvement
8. Understanding of harm reduction strategies along with a demonstrated passion for serving individuals experiencing homelessness and/or behavioral health challenges.
9. Ability to effectively communicate and problem-solve under pressure in high stress situations
10. Ability to respond non-violently to any situation.
11. Ability to effectively document services in the client record using an Electronic Community Case Management system and hard copy/paper documentation system.
12. Ability to create, send and manage email.
13. Ability to access and use web-based applications and other computer programs including Google and Microsoft Office.
Communication Skills
1) Employee is required to effectively communicate using Advance’s team norms and the following Core
Dimensions
2) Ability to communicate information to internal and external stakeholders, including clients/participants and their family members, staff, partner agency leadership, and occasionally local and regional elected and appointed officials which may be perceived by some as challenging and/or unwelcome, and provide effective responses for the purpose of community education, relationship building, stigma reduction, and/or creating shared understanding of program objectives.
3) Ability to form and sustain effective relationships with patients/participants, staff and community agency personnel.
4) Job duties require the employee to provide excellent customer service to all internal and external customers.
5) Employees are responsible for the resolution of conflicts that may arise because of disagreements both within and outside of our agency.
6) Bilingual in English/Spanish is of benefit but not required.
Dimensions
- a) Respect—using manners and appropriate language; maintaining a person’s dignity and confidentiality; giving credit where due; asking others for their input and feedback
- b) Empathy—to show someone you understand what they are feeling without judgment; engaged listening with no distractions; acknowledgment and paraphrasing; eye contact
- c) Genuineness—tone of voice and body language are congruent; showing consistent behaviors over time; integrity (follow-through and follow-up); humility (admitting when a mistake is made)
- d) Specificity—what details can you give so someone knows what “excellence” looks like; models or samples; one-on-one mentoring; alternate plans
2) Ability to communicate information to internal and external stakeholders, including clients/participants and their family members, staff, partner agency leadership, and occasionally local and regional elected and appointed officials which may be perceived by some as challenging and/or unwelcome, and provide effective responses for the purpose of community education, relationship building, stigma reduction, and/or creating shared understanding of program objectives.
3) Ability to form and sustain effective relationships with patients/participants, staff and community agency personnel.
4) Job duties require the employee to provide excellent customer service to all internal and external customers.
5) Employees are responsible for the resolution of conflicts that may arise because of disagreements both within and outside of our agency.
6) Bilingual in English/Spanish is of benefit but not required.
Work Environment
Work is performed in a variety of settings: within interview rooms, indoor and outdoor spaces within the community and field based settings determined by the time and place of the call received for outreach services.
Field-based settings will occasionally include homeless encampments and/or other outdoor areas frequented by unhoused individuals as well as institutional settings including shelters, clinics, hospitals, community organization buildings and county jails. Field-based work settings will be vetted for safety in advance and will not occur without accompaniment by other Advance Personnel, but there is inherent exposure to risk in these settings that differs from office-based work.
Training in safety protocols will precede exposure. Any and all institutional visits, if they occur, will be subject to the safety protocols of the specific institutions. Position is based out of Advance Okanogan RNP Office Building, and will require travel to other Advance sites and community locations as needed. Must have reliable transportation and provide documentation of auto insurance and valid driver’s license as required.
Ability to flex schedule when necessary to accommodate special program needs and community events. Street outreach requires the ability to easily navigate city streets on foot and tolerate a variety of weather conditions with unrestricted physical mobility (i.e. walking for up to 3 miles).
Field-based settings will occasionally include homeless encampments and/or other outdoor areas frequented by unhoused individuals as well as institutional settings including shelters, clinics, hospitals, community organization buildings and county jails. Field-based work settings will be vetted for safety in advance and will not occur without accompaniment by other Advance Personnel, but there is inherent exposure to risk in these settings that differs from office-based work.
Training in safety protocols will precede exposure. Any and all institutional visits, if they occur, will be subject to the safety protocols of the specific institutions. Position is based out of Advance Okanogan RNP Office Building, and will require travel to other Advance sites and community locations as needed. Must have reliable transportation and provide documentation of auto insurance and valid driver’s license as required.
Ability to flex schedule when necessary to accommodate special program needs and community events. Street outreach requires the ability to easily navigate city streets on foot and tolerate a variety of weather conditions with unrestricted physical mobility (i.e. walking for up to 3 miles).