Community Access Specialist

Job Description

Job Description

The Community Access Specialist serves as a primary point of contact and support for individuals accessing services through Healing House, Inc. and the Recovery Community Center (RCC). This position plays an important role in connecting participants to appropriate resources, coordinating communication, assisting with schedules and appointments, and supporting the daily operations of the RCC. The Community Access Specialist works collaboratively with RCC staff, the RCC Manager, the Family Empowerment Center (FEC), Administration, and other Healing House departments to help ensure timely communication and continuity of participant services. The position also assists with participant flow throughout the RCC, orientations, group facilitation, follow-up support, and other operational responsibilities as needed. This role requires strong communication, organization, professionalism, appropriate boundaries, and the ability to respond effectively to the changing needs of participants and staff in a fast-paced recovery-oriented environment.

General AccountabilitiesParticipant Access and Front-Door Support

• Serve as a welcoming and professional first point of contact for participants, visitors, community members, and individuals seeking assistance.
• Assist with monitoring the entrance and participant traffic when needed to support RCC operations, safety, and accountability.
• Help direct and funnel participants to the appropriate staff member, department, appointment, group, service, or community resource.
• Maintain awareness of participant activity and presence within the RCC while communicating relevant information to appropriate staff.
• Promote a safe, respectful, organized, and welcoming environment.

Phone and Communication Support

• Serve as a primary point of contact for incoming phone calls, providing information, assistance, and appropriate direction.
• Maintain clear and professional communication with participants, staff, community partners, and other Healing House departments.
• Assist with communication and coordination between the RCC, FEC, Administration, and other program areas to help reduce communication barriers and support continuity of services.
• Relay time-sensitive participant information, schedule changes, appointments, and other relevant updates to appropriate staff.

Care Coordination and Resource Connection

• Assist with care coordination by helping participants understand and access services, appointments, resources, and appropriate points of contact.
• Identify participant needs and connect individuals with available Healing House, community, social service, employment, treatment, recovery, and supportive resources.
• Collaborate with RCC staff and other departments to address barriers that may interfere with a participant's ability to access scheduled services or resources.
• Provide appropriate follow-up with current, former, and aftercare participants to encourage continued connection to recovery and community supports.
• Maintain appropriate documentation and communication regarding participant needs and services in accordance with Healing House policies and procedures.

Appointment and Schedule Coordination

• Assist with receiving, organizing, communicating, and delivering participant appointment schedules and related information.
• Help ensure participants are aware of upcoming appointments, groups, meetings, and other scheduled responsibilities.
• Communicate schedule information and changes between participants, RCC staff, FEC, Administration, and other appropriate departments.
• Assist with tracking participant attendance and presence at the RCC as required.
• Help identify scheduling or communication barriers and bring concerns to the appropriate staff member or RCC Manager.

Participant Orientation and Program Support

• Assist RCC staff with new-participant orientations and help individuals become familiar with RCC services, expectations, schedules, resources, and available supports.
• Reinforce program expectations and assist participants in identifying the appropriate staff or department for their needs.
• Facilitate or assist with approved groups, educational activities, and participant programming as assigned.
• Support participants in becoming appropriately connected and engaged with RCC services.

UDS and Participant Accountability Support

• Provide occasional support to RCC staff with Urine Drug Screening (UDS) processes when assigned and appropriately trained.
• Follow Healing House policies, established procedures, confidentiality requirements, and documentation standards when assisting with UDS responsibilities.
• Communicate concerns or irregularities to the appropriate RCC staff member or RCC Manager rather than independently making clinical or disciplinary determinations.

Support for RCC Staff and RCC Manager

• Work closely with the RCC Manager and RCC team to support efficient daily operations of the Recovery Community Center.
• Complete administrative, participant-support, communication, scheduling, and operational tasks as assigned.
• Provide coverage and assistance during periods of increased participant traffic, staff meetings, orientations, groups, appointments, or other operational needs.
• Communicate emerging participant concerns, operational barriers, safety concerns, or resource needs to the RCC Manager or appropriate leadership.
• Demonstrate flexibility and teamwork by assisting RCC staff with reasonable duties necessary to maintain effective participant services and center operations.

Target Population

The Community Access Specialist supports individuals referred through Healing House programs, including current participants, former participants, individuals participating in aftercare services, and members of the broader community seeking recovery-related resources and support.
The position requires the ability to work respectfully and effectively with individuals who may be experiencing substance use disorder, behavioral health challenges, homelessness, transportation barriers, employment challenges, or other circumstances affecting stability and recovery.
Goal of the Position
The goal of the Community Access Specialist is to ensure individuals accessing Healing House and the Recovery Community Center receive timely guidance, communication, coordination, and connection to appropriate resources and services.
Through collaboration with the RCC Manager, RCC staff, FEC, Administration, and other Healing House departments, this position helps reduce barriers, improve communication, support participant accountability, and maintain a safe, organized, respectful, and welcoming recovery environment.
Job Qualifications

• High school diploma or equivalent required.
• Strong interpersonal, organizational, and communication skills.
• Experience working with diverse populations, particularly individuals impacted by substance use disorder, behavioral health challenges, homelessness, or other barriers to stability.
• Basic knowledge of community resources, recovery supports, and social services.
• CPS or MRSS Certification preferred or must be enrolled and actively working toward obtaining required credentials.
• Ability to maintain appropriate professional boundaries and participant confidentiality.
• Ability to work collaboratively as part of a multidisciplinary and recovery-oriented team.
• Willingness and ability to complete training necessary to perform assigned participant-support responsibilities, including UDS-related duties when applicable.

Skills and Competencies

• Excellent written and verbal communication skills.
• Strong interpersonal and customer-service skills with the ability to work effectively with diverse personalities and backgrounds.
• Ability to communicate professionally across multiple Healing House departments.
• Strong organizational and scheduling abilities.
• Ability to coordinate multiple participant needs, appointments, and responsibilities simultaneously.
• Proactive mindset with the ability to recognize needs and complete tasks efficiently.
• Ability to remain professional and composed in a fast-paced recovery environment.
• Detail-oriented with a strong focus on accuracy, follow-through, and communication.
• Critical-thinking and problem-solving abilities.
• Ability to multitask, prioritize responsibilities, and adjust to changing operational needs.
• Ability to maintain confidentiality and exercise appropriate judgment when handling participant information.
• Ability to establish healthy professional boundaries while remaining supportive and approachable.
• Dependable, deadline-driven, and willing to take ownership of assigned responsibilities.
• Team-oriented with a willingness to support RCC staff and leadership as operational needs arise.

Physical Demands

Physical Stamina: The position may require prolonged periods of sitting, standing, walking, and actively engaging with participants, staff, visitors, and community partners.
Lifting and Carrying: Occasional lifting or carrying of lightweight equipment, supplies, paperwork, or program materials may be required.
Manual Dexterity: The position requires the ability to perform tasks involving hands and fingers, including typing, writing, operating office equipment, handling documents, and completing program-related materials.
Visual and Auditory Acuity: The employee must be able to effectively observe the environment and communicate with participants and staff, including recognizing relevant verbal and non-verbal communication.
Mobility: The position requires the ability to move throughout the RCC and, when necessary, between program areas to assist participants, communicate with staff, attend meetings, support orientations, and complete assigned duties.
Environmental Awareness: The position requires awareness of environmental and situational factors relevant to participant interactions, facility safety, participant flow, and the overall operation of the Recovery Community Center.