Customer Service Case Worker

JOB POSITION

Case Manager

JOB TITLE

Outreach and Engagement Specialist

Annual Salary = $42,450.00

DEPARTMENT/PROGRAM

Family Promise of Warren County

REPORTS TO

Supervisor/Executive Director

APPROVED BY

Executive Directors

POSITION SUMMARY

The Outreach and Engagement Specialist will work closely with the entire FPWC team and community partners to deploy mobile case management, engagement, and low barrier prevention services to those persons experiencing homelessness in camps, under bridges, at parks, in temporary motels, hotels, shelters, meal sites, libraries, and public facilities and those at risk of becoming homeless and rapidly entering unsheltered conditions. FPWC will be partnering with behavioral health and healthcare providers, local police and police chaplains, senior and disability services, Parent-to-Parent Addiction Services, the SHE program, and other addiction services and community agencies to rapidly and simultaneously achieve prevention, treatment, and placement outcomes for program participants. The position will reduce the length of stay in emergency placements with increased engagement frequency with those unhoused and at-risk consumers with mental and physical health needs and high recidivism to homelessness. The specialist will work with a wide variety of existing homelessness prevention, rapid re-housing, and rapid exit programs, including all FPWC programming for successful outcomes.

The specialist will spend considerable time with clients in immediate need and must be able to assess the situation, brainstorm creative alternative solutions, and connect clients with mainstream services as needed. The outreach and engagement process will require extensive field work under the close supervision of the two Co-Executive Directors. Services may vary depending on the presentation of client needs and specificities, but a constant will be a client-focused approach. The provision of services will begin with the initial call/meeting/referral to identify & deliver initial outreach and extend essential help to address immediate issues, especially safety-related ones.

Developing trusting relationships with clients with multiple complex needs is essential, but it is not a therapeutic one. It is to effectively link the client with systems that provide the needed services, resources, and opportunities and to develop a realistic housing plan. Housing plans may be very fluid, and the responsibilities of all parties may require modification engagement. There will be interventions on the systems level for existing social service systemic issues, and Diversion Specialist advocacy for clients may be necessary to optimize benefits.

ESSENTIAL FUNCTIONS

·         To identify program participants and provide initial outreach services to rural and suburban communities (OS) to positively impact a participant's homelessness or imminent homelessness/at risk of homelessness and address circumstances by providing in-person engagement to prevent homelessness.

·         To quickly engage potential participants by meeting clients literally where they are. This does not just refer to their situation but also their location which may include various venues in the community.

·         To develop trust that may include multiple outreaches for the resultant prevention of homelessness and housing stability placement.

·         To develop a solid and effective stable housing plan is unique to each participant and may require multiple adjustments and modifications as the outreach and engagement process proceeds.

·         To act as a liaison between individuals or families experiencing a housing crisis and supportive services, landlords, and community agencies.

·         To enter, update, and maintain data in the Homeless Management Information System (HMIS) and track and report progress.

·         To create and sustain community partnerships to ensure households are utilizing mainstream resources.

·         To identify and establish partnerships with local landlords.

·         To maintain accurate daily records, reports, and files for each client.

·         To complete general clerical duties including but not limited to answering phones, photocopying, scanning, filing, mail management, office organization, etc.

·         To provide mediation and advocacy with landlords, as needed.

·         To set-up for outreach and engagement meetings and training.

·         To provide other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

·         Ability to work well under pressure.

·         Knowledge of issues related to homelessness, housing opportunities and programs for homeless individuals, and other social services.

·         Ability to maintain professional relationships with diverse groups and community representatives.

·         Data collection and reporting skills.

·         Ability to maintain a calm and sensitive demeanor in stressful situations.

·         Motivational interviewing and Stages of Change, Harm Reduction, Housing First, Trauma Informed Care.

·         Crisis de-escalation skills.

·         Bilingual (English/Spanish) preferred.

·         Accuracy and attention to detail.

·         Ability to manage time effectively.

·         Excellent written and verbal communication skills.

·         Ability to exercise sound judgment, work independently, and handle multiple tasks.

·         Ability to maintain detailed, organized records.

·         Proficiency in Microsoft Office Suite applications (Word, Excel, Outlook, PowerPoint, Publisher, etc.).

·         Proficiency in operating a variety of modern office equipment including copiers, computers, and printers.

 EDUCATION AND EXPERIENCE

·         An Associate or Bachelor’s degree in social work or a related field or an equivalent combination of education, training, and experience             is desired; consideration will be given to those with applicable experience.

·         Minimum of one year of relevant experience.

·         Knowledge of, and passion for, local housing and poverty issues.

ENVIRONMENTAL CONDITIONS

·         Indoors and outdoors in typical office and field environments with little exposure to excessive noise, dust, fumes, vibrations, and temperature changes approximately 50% of the time.

·         Frequent computer use at a workstation or on a laptop for up to two hours at a time.

·         May move (walk or drive) from one location to another occasionally.

PHYSICAL DEMANDS

·         Attendance and punctuality.

·         Ability to sit 80% of the time.

·         Ability to carry/transport office supplies, equipment, and retention file boxes.

·         Ability to move within the office and at outreach and engagement events.

·         Ability to drive a vehicle for mandatory field outreach work.

Compliance

Responsible/Ensure compliance with FPWC policies, procedures, regulatory requirements, and any other laws and regulations

Accommodations

Persons with mental or physical opportunities are eligible for employment as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If an accommodation cannot be made because it will cause the employer undue hardship, such persons may not be eligible.