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Client Support Specialist

2 months ago

Sunnyside, Washington, United States Entrust Community Services Full time
Job Overview

SUMMARY:

The role involves delivering comprehensive case management services while fostering supportive relationships with both prospective and current participants across various programs provided by Entrust Community Services. The position emphasizes advocacy and positive support for individuals and families, facilitating the creation of personalized plans aimed at overcoming obstacles faced by clients. Continuous monitoring of progress and meticulous documentation of case developments, including interactions with external agencies, is essential.

KEY RESPONSIBILITIES

· Execute all facets of service delivery, collaborating with the Intake Outreach Case Aid during the initial assessment phase to develop and implement tailored service plans for individuals and families.

· Conduct regular reassessments to update service plans, ensuring consistent documentation and communication with clients while tracking their progress.

· Cultivate and maintain healthy, supportive relationships with clients, families, and relevant agencies or community systems involved in their care.

· Distribute finalized plans, forms, and reports to all team members and relevant external organizations, ensuring clarity of roles and responsibilities related to the service plan.

· Establish and uphold a professional partnership with Intake and Outreach personnel and all relevant internal and external stakeholders.

· Facilitate the exit process for participants in accordance with program protocols.

· Communicate with the Program Manager and service team to identify participants requiring services as openings become available.

· Collaborate with internal staff and external entities to ensure all documentation and procedures in program databases are executed in compliance with program regulations.

· Investigate community resources that may assist in addressing the support needs of individuals or families engaged in programs.

· Maintain regular communication with internal staff, external agencies, care providers, and families of participants.

· In the absence of yourself or a colleague, coordinate service coverage with team members.

· Additional duties may be assigned as necessary.

SUPERVISORY STRUCTURE

Supervisor: Program Manager

Supervises: None

Purchasing Authority: Supply requisitions, purchase orders, and check requests must be submitted to the supervisor.

QUALIFICATIONS:

To succeed in this role, an individual must effectively perform each essential duty. The following qualifications are indicative of the knowledge, skills, and abilities required:

Knowledge of:

· Service Plans

· Internal Programs

· External Resources and methods for locating them

· Pathway Planning Process

· Human and legal rights

· Human Service System

· Advocacy issues

Skills:

· Ability to develop individual or family plans and detailed reports regarding participants' capabilities for various funding agencies.

· Ability to formulate goals and objectives and to conduct and implement planning activities.

· Ability to support individual or family choices made within the established plans and programs.

· Ability to interpret technical reports.

· Proficient communication skills, both verbal and written, with individuals and groups regarding complex or sensitive issues.

· Ability to perform essential job functions.

EDUCATION AND EXPERIENCE:

Any equivalent combination of education and experience that provides the necessary knowledge, skills, and abilities. Typically, this is achieved through:

A bachelor's degree in psychology, sociology, special education, or a related field with 1 year of experience; or an associate's degree in a related field with 2 years of experience; or a high school diploma or GED with 3 or more years of experience in case management, along with additional college-level or specialized human service training.

LANGUAGE AND MATHEMATICAL SKILLS:

Ability to read and interpret documents such as safety rules and procedure manuals. Ability to assist in developing training plans for program participants. Ability to write routine reports and correspondence. Ability to perform basic mathematical operations.

REASONING ABILITY:

Ability to solve practical problems and address various concrete variables in situations with limited standardization.

CERTIFICATIONS:

· Current First Aid/CPR certification preferred.

· Valid driver's license required.

OTHER REQUIREMENTS:

· Ability to pass a criminal background check.

· Ability to pass a mandatory drug screening.

· Must not pose a direct threat to the health and safety of self or others.

PHYSICAL DEMANDS:

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

· Regularly required to use hands for various tasks and to communicate verbally.

WORK ENVIRONMENT:

Characteristics of the work environment are representative of those an employee encounters while performing the essential functions of this job.

Equipment Used: Computer, copy machine, fax machine, phone, and other necessary tools.

Software Used: Microsoft Office Suite and program-specific databases.

Work Schedule: Standard office hours with some travel required.

PERFORMANCE CRITERIA:

1. Number of completed assessments and plans.

2. Number of participants achieving their goals.

3. Customer satisfaction ratings.

4. Timely completion of monthly summaries.

5. Case records review scores.

6. Accurate reporting of hours worked.

7. Attendance at scheduled meetings and trainings.

8. Timely completion of projects.

9. Compliance with organizational policies and procedures.

Job Type: Full-time

Pay: Competitive hourly rate.

Benefits include:

  • 401(k) and matching
  • Health, dental, and vision insurance
  • Life insurance
  • Paid time off
  • Employee assistance program