Crisis Engagement Specialist

Engagement Specialist

Under the supervision of the Crisis Integrated Services Coordinator, the Engagement Specialist plays a crucial role in coordinating care and providing support to children and youth experiencing crises. This position is responsible for conducting outreach and follow-up to children and families who have engaged with crisis services, with a particular focus on those who decline or disengage. The role includes delivering evidence-based Caring Contacts, reconnecting former clients, coordinating care, and fostering engagement through compassionate, proactive communication. The ideal candidate will have experience working in crisis management, case management, or child/youth services, and will be adept at collaborating with multidisciplinary teams to deliver comprehensive support to at-risk youth in Delaware.

Essential functions:

Caring Contacts and Crisis Reconnects:

• Implement the Caring Contacts protocol through phone calls, mailers, and electronic communication, based on an evidence-based model designed to reduce suicide risk.
• Make supportive outreach to discharged clients at designated intervals post-treatment.

Client Engagement and Follow-Up:

• Conduct outreach to children and families who decline or disengage from crisis services to encourage participation and offer support.
• Maintain contact with former clients and families to assess ongoing needs and provide appropriate referrals or follow-up.
• Serve as a point of contact for post-discharge engagement, ensuring continuity of care and supporting client wellness.

System Engagement and Resource Coordination:

• Collaborate with internal and external service providers to support client care plan, ensuring that all immediate and ongoing needs are addressed including appropriate follow-up and referrals for services.
• Coordinate services and follow-up by phone and email, ensuring accurate and timely information exchange.
• Assist in scheduling follow-up appointments or connecting families with ongoing mental health support.
• Serve as the primary point of contact and act as a liaison between the crisis program, community agencies, schools, and other relevant stakeholders to ensure that all services are integrated and coordinated effectively.
• Advocate for the needs of youth and families within the program and with external agencies, ensuring that services are delivered in a culturally competent and client-centered manner.
• Identify community resources and support services for youth and families, ensuring that they are connected with appropriate services such as mental health counseling, housing, educational support, etc.
• Help youth and families navigate systems, including insurance, legal, educational, and other social services, to ensure holistic support.

Documentation and Reporting:

• Maintain accurate and up-to-date records of all client interactions and collateral follow-ups in accordance with program policies and state regulations.
• Prepare and submit regular case updates and reports, including documentation of progress, barriers, and recommendations for further intervention or resources.

Competencies/ Capabilities:

• Crisis Management: Ability to effectively assess and manage urgent, high-stress situations while providing emotional support and practical solutions.
• Collaboration: Strong teamwork and interpersonal skills, with the ability to work with diverse stakeholders.
• Problem Solving: Capacity to think critically and find solutions quickly in complex, time-sensitive situations.
• Communication: Excellent verbal and written communication skills, with the ability to clearly explain complex information.
• Empathy and Compassion: A compassionate approach to working with children and families in crisis, with an understanding of trauma and mental health issues.
• Cultural Competency: Understanding and respecting the diversity of youth and families served, and providing services in a culturally sensitive manner.

Supervisory responsibilities: none

Work environment: Office based, Partial telecommuting with approval

Physical demands:

• Prolonged periods of sitting at a desk and working on a computer
• May be requested to lift up to 15 pounds periodically

Travel required: schools, client homes, community agencies, etc.

Minimum qualifications:

• Bachelor's degree in Social Work, Psychology, Sociology, or related field.
• Two years of experience in case management, preferably in healthcare, mental health services, or crisis intervention programs.
• Familiarity with Delaware's behavioral health systems, state regulations, and community resources for children and families.

Preferred qualifications:

• Advanced degree in a related field
• Experience working in a 24/7 crisis response program
• Bilingual (Spanish-English) language skills are a plus

EEO:

Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Delaware Guidance Services:

Delaware Guidance Services for Children and Youth, Inc. (DGS) is the largest provider of outpatient behavioral health services to children and families in Delaware. We operate offices in Wilmington, Newark, Dover, Lewes, and Seaford, and we are the only statewide not-for-profit outpatient behavioral health organization for children and adolescents accredited by JCAHO. In 2020, we were honored as a Compassionate Champion for our dedication to serving youth and families using a trauma-informed approach.

Through DGS, clients and families have access to outpatient counseling, group therapy, parent-child interaction therapy, and school-based services. Our community-based service lines serve youth and families who require a more intense therapeutic protocol. DGS' 24-hour statewide Mobile Response and Stabilization Services (MRSS) dispatches skilled crisis intervention clinicians to provide immediate care to children experiencing behavioral health crises. Therapeutic options are available for a wide range of diagnoses including depression, anxiety, mood disorders, eating disorders, traumatic stress-related disorders, and suicidal ideation. In 2021, DGS clinicians provided over 54,000 direct care hours to children, youth, and families in Delaware. Over 93% of clients report improvement in their level of functioning following treatment, and therapeutic benefits derived from trauma-informed care extend to clients' siblings, caregivers, classmates, and peers.

Our client population is racially and ethnically diverse; 80% of DGS clients are Medicaid recipients and 90% have household incomes under $30,000. Many of our clients present with significant treatment challenges including learning impacts due to missed school and negative economic impact due to parental missed work. We provide care to anyone in need, regardless of insurance status or ability to pay for care. DGS also provides services specifically tailored to meet the unique behavioral health care needs of child welfare-involved families and foster youth.

Why Work at Delaware Guidance Services?

DGS strives to build a collaborative, flexible, and client-focused work environment. Employee wellness is a top priority. In addition to offering flexible work arrangements, DGS offers a comprehensive and competitive employee benefits package including the following:

• Competitive Compensation
• Incentive Pay for Specific Roles
• Generous Paid Time Off ( starting at 44 days of paid leave a year )
• Up to 6% Annual Contribution to Your Retirement Fund
• Free Professional Development Opportunities
• Medical, Dental and Vision Insurance
• Life and Long-term Disability Insurance

Position Highlights:

• Generous benefits and time off policies
• Ability to work with children through a mission driven organization
• Signing Bonus Eligible