Client Engagement Specialist

Shift: Day

Days Off: Saturday, Sunday

Benefits: Dental, Life, Long-term Disability, Medical (no premiums/payroll deductions for employee coverage)

Other Benefits: Employee  Assistance Program (EAP), Flexible Spending Account (FSA), ORCA card  subsidy, Paid Time Off (34 days per year), Retirement Plan

Union Representation: This position is a part of a union and is represented by SEIU Healthcare 1199NW.

About DESC:

DESC  (Downtown Emergency Service Center) is a nonprofit organization working  to help people with the complex needs of homelessness, substance use  disorders, and serious mental illness achieve their highest potential  for health and well-being through comprehensive services, treatment, and  housing. Our vision is a community where no person is abandoned,  ignored, or experiencing homelessness.

As the region's leading  provider of services to multiply disabled adults who have experienced  chronic homelessness, DESC serves almost 3,000 people each day. Our  integrated service model is designed to help people secure and maintain  appropriate, safe and affordable housing. DESC is recognized nationally  and regionally as an innovator in developing solutions to homelessness.

JOB DEFINITION:

We are looking for a Client Engagement Specialist (CES) who will work within the larger Client Engagement Team spanning two locations: Hobson Clinic and the Pioneer Square DESC clinics.   

Hobson Clinic is an integrated behavioral and physical health outpatient clinic jointly operated by DESC and Harborview Medical Center (HMC). The Clinic provides holistic health care services to thousands of community members annually with a focus on improving health care access for people who have experienced barriers to conventional health services. The Clinic specializes in serving people living on lower incomes, people living homeless, and people living with complex physical and mental health conditions and substance use disorders.   

The Pioneer Square clinics are two clinics operated by DESC that support a variety of clinical staff and programs ranging from outpatient behavioral health, substance disorder treatment, supportive employment, medical, and drop-in services. The clinical programs located in Pioneer Square serve a myriad of clients daily to address complex needs related to their mental and physical health.   

The CES team will be the point people to monitor the safety and security of the clinics by managing the milieu of the main lobby/building and engaging clients. The CES team will also be tasked with providing trauma-informed support to clients and patients utilizing Hobson clinic and Pioneer Square by employing various de-escalation skills and tactics, both verbal and hands-on approaches, while in coordination and consultation with the wider clinical and medical teams.    

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• To be present in all main operating areas of both Hobson and Pioneer Square clinics for client engagement and de-escalation purposes only. Be a welcoming presence and direct clients to the services they are seeking, at times escorting to designated area, and walking regular rounds in both low and high-risk areas of the clinic, including area immediately outside of the clinic.
• Initiate and maintain appropriate social interactions with clients. Integrate experience with behavioral health and substance use conditions into work with clients.
• Monitor the general milieu, lobby, entryway, immediately outside of the clinic, security systems, and other common areas to monitor the safety and security of clients and staff. Work to maintain a comfortable milieu, even in the presence of potentially unusual client behaviors.
• Commitment to the Harm Reduction and Trauma Informed Care models and working to incorporate those principles through an equity and social justice lens.
• Become certified in enhanced behavioral de-escalation training and maintain annual re-certification.
• Commitment to diversity, equity, and inclusion and applying to all areas of work responsibility.
• Assist in training clinic staff on de-escalation skills and leading crisis response drills.
• Intervene when necessary to support clients, maintain order, and communicate/enforce clinic rules and policies.
• Intervene in client crises and emergencies (medical, behavioral health, interpersonal), participate in verbal de-escalation and hands-on de-escalation in emergent situations, and initiate action as required, including contact with emergency response systems, and facilitating a higher level of care.
• Write significant events involving clients and Clinic operations activities in a daily log; read log daily and coordinate with relevant staff.
• In collaboration with an interdisciplinary team, promote a safe and secure clinic environment by responding to emergent safety issues using a layered active response approach.
• Participate in clinical reviews and case conferences to develop personal success plans for clients as needed. Assist clinical staff in engaging clients through creative, resourceful strategies that build trust and confidence.
• Lead critical debriefs and work in coordination with clinical Director and Managers to provide support to staff related to safety issues upon request. 
• Attending consumer advisory board (CAB) meetings with the purpose of eliciting consumer input regarding Clinic program performance and to assure the consumer perspective is well-understood and reported back to the team.
• Help ensure cleanliness of lobby area and other common spaces within the building.
• Participate in staff meetings, team huddles, and training, with both DESC and HMC staff.
• Other responsibilities as assigned.

WORKING CONDITIONS:

Works primarily in a climate-controlled office environment with frequent interpersonal interactions. Works as needed driving to client homes and interacting with clients in their homes. May escort clients or have professional meetings in environments which are not climate controlled. Also works outside of the office in homeless camps and in a vehicle.

MINIMUM QUALIFICATIONS:

• Ability to meet Washington Department of Health requirements for registration as a Registered Agency Affiliated Counselor (AAC) or any other superseding credential
• Relevant Bachelor's degree in social work, psychology, or related behavioral science, OR  
• A combination of 1 year of relevant paid work experience and demonstration of the ability to perform required job duties.
• Interest in working with clients who are difficult to engage and maintain in traditional mental health/substance use disorder programs.
• Experience working with behavioral health conditions and intervening with de-escalation and hands-on approaches using Crisis Prevention & Intervention (CPI) or the equivalent and must be familiar with behavioral health treatment services.
• Willingness to become certified in enhanced behavioral de-escalation training, which trains to use hands on techniques.
• Experience in human services (paid or volunteer), preferably working with adults living homeless and/or living with a mental illness and/or substance use disorder.
• Proficient in de-escalation skills, crisis intervention, and stabilization strategies and possess the ability to use these skills in high-risk, high traffic areas.
• Have a strong understanding of recovery and resilience, the value of client partnerships, and client choice.
• Experience working with adults living with mental illness and/or co-occurring disorders.
• Interest or experience in working with clients that traditional health care programs have turned away.
• Ability to communicate and work effectively with clients and staff from various backgrounds and utilize good customer service skills.
• Ability to work effectively with clients potentially displaying unusual and bizarre behaviors.
• Subscribe to the philosophy of working in an integrated team approach which fosters cooperation and continuity across programs and of consideration and respect for clients.
• Have experience working in collaboration with law enforcement, and neighborhood stakeholders that do not always agree with the harm reduction, trauma informed, or person-centered work philosophy.
• Able to prioritize multiple job responsibilities, work independently, and exercise good professional judgment.
• Able to maintain client confidentiality.
• Ability to pass criminal background check.
• Valid Washington state driver's license and insurable driving record.

PREFERRED QUALIFICATIONS:

• Has work experience as an Emergency Medical Technician or Psych Technician in the field.
• Bilingual in English and Spanish.
• Bi-cultural background/experience.
• Skill in operating office equipment, including computers (including e-mail), software (e.g., Microsoft Word, Excel) and telephones.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to sit, communicate with other employees, required to lift and carry items weighing up to 40 pounds and to operate computer hardware systems. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

EQUAL OPPORTUNITY EMPLOYER:

DESC is committed    to diversity in the workplace and promotes equal employment    opportunities for all staff members and applicants. The Agency will  not   discriminate against any employee or applicant for employment on  the   basis of race, creed, color, sex, gender, sexual orientation, age,    national origin, caste, marital status, or the presence of any  sensory,   mental or physical disability in any employment practice,  unless based   on a bona fide occupational qualification. Minorities and  veterans are   encouraged to apply.