Care Team Specialist

Job Description

Job Description

Program Population: 

The NENB Housing program is an interim housing program that supports individuals experiencing homelessness as they work toward greater stability, independence, and improved quality of life. Participants may have a variety of individual needs and circumstances, which may include mental health or substance-use concerns. Individuals served by the program may occasionally experience periods of emotional distress or heightened frustration that can result in verbal disagreements, raised voices, or other challenging interactions.

Position Purpose:

Under the direction of the Program Manager, the Care Team Specialist (CTS) will participate as a member of a multidisciplinary team and support client/patient engagement, retention, safety, and overall well-being. The CTS will interact professionally with staff and clients/patients as part of the Care Team by building rapport, encouraging positive relationships, and fostering a respectful and supportive sense of community. Care Team Specialists will help maintain a safe and supportive environment throughout the NENB residence, consistent with program policies, procedures, and assigned responsibilities. They will promptly communicate safety concerns or incidents to the appropriate supervisory or program personnel. 

Principal Responsibilities:

1. Performs job functions as prescribed by established policies and procedures within defined scope of education, training, and responsibilities.

1. Establish a positive rapport with clients and express a concern for their well-being.
2. Demonstrate understanding and practice harm reduction methods
3. Demonstrate understanding of trauma-informed care
4. Demonstrate knowledge of approved non-violent crisis intervention and physical intervention techniques, when applicable. Use any physical intervention or restraint only when authorized, appropriately trained, consistent with organizational policy and applicable law, and necessary to address an immediate safety concern.
5. Monitor the floors by walking corridors as assigned and/or being rotated.
6. Maintain a front desk sign in/out sheet for clients, as well as visitors. 
7. Monitor and support front-lobby operations on a 24-hour, 7-day basis according to the assigned work schedule and established program procedures.
8. Conduct or assist with searches of client/patient or visitor belongings only as authorized by organizational policy, applicable law, training, and supervisory direction.
9. Assist with clients’ room checks and/or temperature control, as needed
10. Assist clients with elevator access.
11. Act as floor lead during fire drills and real emergencies, and as lead in performing necessary evacuations.
12. Attend each shift change and contribute accordingly
13. Document any client and/or client-staff incidents and submit to supervisor promptly
14. Answer front desk phone, as needed
15. Escort clients to appointments, as needed.
16. Use appropriate de-escalation techniques; call LCSW or Case Manager for assistance, as needed.
17. Ability to follow all crisis protocols
18. Demonstrate understanding and awareness of substance abuse and/or negative behavioral health symptoms
19. Utilize the electronic tagging system to conduct routine security checks of the facility perimeter, including the rear and less visible areas and corners of the building.
20. Demonstrate knowledge and application of trauma-informed care principles when interacting with clients, with an understanding of the unique needs and experiences of the population served.
21. Provide supportive communication regarding incarceration, substance abuse, mental health, and other risk behaviors.
22. Must be able to work extended shifts when emergencies warrant in a 24-hour, 7-day-a-week setting. 
23. On occasion, will need to work an additional 4 hours after regular shift or 4 hours before the regular shift if situation warrants. 
24. Maintain reasonable flexibility regarding assigned schedules, shifts, and days off based on program staffing and operational needs. Schedule changes will be communicated in accordance with organizational policies and applicable requirements.
25. Maintain the security of confidential documents.
26. Work in various environments, including outdoor areas and conditions that may involve heat, cold, or rain, and perform assigned duties throughout the facility as required.
27. Collaborate with administrative and program staff and provide support with the following duties, as assigned:
    1. Perform routine clerical and administrative duties within the scope of the position.
    2. Assist with program-related administrative tasks, documentation, and other operational duties as assigned.
    3. Provide reasonable assistance to clients/patients using walkers, wheelchairs, or other mobility equipment when appropriate, within the scope of training and assigned responsibilities, and request additional assistance when needed.
    4. Coordinates with HFH warehouse for all deliveries and U.S. Mail

1. Maintains confidentiality at all times.

1. Discusses any client information only with appropriate personnel when related to the care being provided, and ensures these conversations are not near any clients
2. Maintains confidentiality for all documents that contain patient/client identifier information,
3. Observes and respects confidentiality of information about fellow employees.

1. Responsibility and accountability for adherence to organizational and department standards and policies.

1. Observes department guidelines concerning absences and reports absences in accordance with departmental procedures,
2. Self-identifies potentially unsafe systems/processes/situations and takes initiative to report to the supervisor,
3. Observes department guidelines to conduct personal business during breaks and lunch hour,
4. Projects a positive professional image and adheres to organizational dress code.
5. Maintains shift reports and communicates with BH Team when client issues arise
6. Participates in assigned staff and other meetings, and in-service training meetings

1. Teamwork and Interpersonal Skills

1. Speak effectively with staff, HFH, other agencies, and the public
2. Assist with client translations as needed
3. Direct and supportive communication with clients at all times
4. Demonstrates courtesy, mutual respect, and compassion in dealing with others
5. Initiates and presents positive solutions to problems,
6. Demonstrates effective working relations and works effectively as part of the team to facilitate the organization’s ability to meet goals and objectives,
7. Demonstrates a willingness to accommodate requirements or changing priorities in the workplace.

1. Additional Responsibilities

1. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
2. Participate in required safety and compliance training and apply learned practices in daily work activities.
3. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
4. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
5. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
6. Participate in JWCH’s customer service training called AIDET on an annual basis.
7. Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
8. Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.
9. Perform other duties as assigned.

Physical Demands:

1. Stand or walk constantly (for up to an entire shift) on various surfaces (tile, concrete, carpet).
2. Climb stairs, ramps, or ladders occasionally during shift.
3. Must be able to kneel, squat, bend for any duration of time and run if needed.
4. Occasionally bend/twist at waist/knees/neck to perform various duties, including lift or carry up to 50 lbs.
5. Constant use of hands, arms, and fingers in reaching/handling/grasping while using radio, phone, notepad, writing reports and other administrative tasks.
6. Work in various environments including adverse outdoor conditions such as cold, rain or heat.

Requirements:d

1. Minimum high School diploma or equivalency
2. Two years’ experience in a behavioral health or social services environment.
3. Previous experience working with homeless persons or population.
4. Strong ability to communicate with homeless individuals who are actively participating in substance abuse and other factors related to homelessness.
5. Desire to work with the homeless population.
6. Bilingual (English/Spanish) preferred
7. Ability to assist with the receipt, documentation, and secure handling of client/patient valuables in accordance with organizational policies and established procedures.
8. Experience handling confidential documents and being detail-oriented.
9. Ability to use email, database program(s) of the agency, and working knowledge of word processing (Microsoft Word) and spreadsheet programs.
10. Experience handling confidential information and maintaining accurate records, with strong attention to detail.
11. Effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel, general public, and patients professionally and effectively; must be able to use initiative and independent judgment within established guidelines.
12. Ability to assist trained emergency, behavioral health, or other qualified personnel during client/patient behavioral health or safety-related situations, consistent with the employee's training, assigned responsibilities, and organizational policies.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes: