Intake Coordinator

Intake Coordinator/Safety NavigatorCARE Center - Redding, CA 96001Salary Range $22.00 - $26.00 Hourly Level Experienced Position Type Part Time Category Health CareThe Intake Coordinator/Safety Navigator position is based at Hill Country's urgent mental health resource center, the CARE Center (Counseling and Recovery Engagement Center). This walk-in clinic is located in downtown Redding and open 365 days/year from 12pm-9pm. All services and resources are available cost-free to anyone. Most people seeking help at the CARE Center present with urgent mental health or trauma-related concerns, very serious relationship problems, suicidal thoughts, addiction-related difficulties, or other complicated life stressors. Many are seeking help with basic needs and some people come in frightened, sorrowful, frustrated, or highly agitated. We serve all ages and everyone is welcome.The Intake Coordinator is stationed in an open reception area, which serves as a hub for all staff and client activity flow. From this place, they welcome everyone who comes in the door or calls on the phone. They initiate critical, caring conversations, screen for urgent needs and risks, collect important and sensitive information, and provide guidance and support throughout the visit. While waiting to see a therapist or case manager, clients may be distressed, confused, disorganized, angry, or impaired and the Intake Coordinator provides calming comfort and assistance using a variety of practical and relational strategies. Some people seeking help have simple needs that are addressed in a matter of minutes while others require many hours of intervention and support from multiple team members. Every situation is unique and so are our Team's responses, but our kind and caring approach is consistent. We are trauma-informed, recovery-oriented, strengths-based, and we are committed to improving outcomes for the most vulnerable, marginalized, and at risk people in our community. The Intake Coordinator/Safety Navigator also performs a variety of administrative tasks vital to program operations.At times a frustrated, fearful, or angry person will require immediate and intensive mental health first aid to successfully de-escalate and regain the ability to self-manage their emotions and behavior. At times, CARE Center staff may need extra support to ensure safety and security, and restore the sense of calm, comfort and meaningful connection within the building and surrounding areas during and after challenging situations. The Intake Coordinator/Safety Navigator provides extra support using learned skills and strategies, along with innate empathy and authentic compassion.The Intake Coordinator works together with others using a "whatever it takes" approach to prevent harm, stabilize crises, and promote healing, recovery, wellness and resilience. Success in this position requires competency and consistency in the areas listed below.Daily actions and responsibilities include the following:Proactively ensure that the client experience feels friendly, caring, professional, and helpfulProactively ensure that the CARE Center feels safe, clean, comfortable and welcoming for all, both inside and outsideMonitor and manage level and flow of activity in common areas and outside to ensure a positive experience for clients coming in and a sense of calm and comfort for those already presentAnswer phones professionally and compassionately, including crisis calls; route appropriatelyVerbally welcome and establish positive rapport with persons walking in for servicesOrient clients to services and resources, inquire about needs and reasons for seeking helpListen fully, compassionately, and non-judgmentallyMake affirming statements, offer unconditional positive regard, and assure of available helpGuide through the intake and screening process, answer questions, and assist in completing formsProvide information and referrals in person and on phoneIdentify and address comfort needs and immediate basic needs (food, water, restrooms, etc.)Facilitate warm hand-off of clients to appropriate CARE Center staffCollaborate with and assist other CARE Center staff in addressing client needs/goalsBe alert and responsive to client risks, mental status, general behavior, and other variablesMonitor safety and security, skillfully use prevention strategies to reduce risksUse de-escalation techniques and calming strategies,Skillfully engage with persons in elevated, agitated, and unpredictable states to de-escalate and restore sense of calm, comfort and connectionSeek additional help as needed and activate emergency services, when appropriate.Maintain healthy, professional boundaries, practice self-care, and routinely seek supervision and supportIndependently perform essential administrative tasks to ensure the success of the program:Ensure compliance with laws for management/storage of private health informationEnter or scan intake-related information into electronic health record systemPerform data entry for reportingOrganize materials, resources, and suppliesAid with intra-agency communicationManage staffing and activity calendarsMonitor and report program supply needsMonitor and report facility and equipment issuesReport unusual events and incidentsIncrease relevant knowledge and skills by participating in available training and learning opportunities, including job shadowing and cross-training. All staff are strongly encouraged to pursue work-related education and professional development.Attend weekly team meetings, daily team check-ins, monthly all staff meetings, and other meetings as appropriate and relevant to position.Other projects and tasks as assigned. Self-initiative is both encouraged and appreciated.This job has no direct supervisory responsibilitiesBehavioral Standards:Adheres to Policies & ProceduresParticipates in team systemsPerforms duties ethicallyMaintains client confidentialityDemonstrates ability to re-prioritize duties as the need arisesUses time efficientlyBe responsible for co-workers & client satisfactionDisplays flexibility in accepting, changing or carrying out assignmentsMaintains a neat, clean & safe work environment throughout the facilityPerforms job duties in a quality mannerQualifications:The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education/Experience:Minimum of 2 years of successful and satisfying experience in a direct customer service/administrative position;Minimum of 2 years of successful and satisfying experience working with vulnerable populations, such as persons living with mental illness, substance use disorders, or multiple severe life stressors or impairments.Demonstrated success in de-escalating high risk situations with persons who may be disruptive, destructive or potentially dangerous.Some college level coursework or enrollment in degree program in social work, psychology, sociology, communications, or health-related field of study is strongly preferred.Certificates and Licenses:Within first 90 days must complete Mental Health First Aid, Suicide Prevention and Intervention, CPR, Narcan administration. Must have current and clean CA driver license. Driving a clinic vehicle may occasionally be necessary.Language Ability:Must have excellent oral and written communication skills. Ability to speak publicly and one-on-one in a genuinely kind, caring, and persuasive manner. Must effectively use verbal and nonverbal behavior to convey empathy, concern, competence, and authentic positive regard. Ability to read, write, analyze, and interpret complex documents. Must consistently communicate calmly, respectfully, and effectively during high stress situations or when hearing complaints.Math Ability:Must have basic math skills, ability to make simple calculations and estimationsReasoning Ability:Must have very high reasoning skills, especially ability to define problems, collect information, establish facts, and draw valid conclusions. For example, must form conclusions about mental status and potential risk based upon observable behavior and known risk factors, then make reasonable decisions regarding appropriate action to be taken.Computer Skills:To perform this job successfully, an individual should have good working knowledge of Windows operating systems, Microsoft Office Suite - Word