Outreach and Engagement Specialist

LINES OF AUTHORITY:  This position is supervised by the relevant department Clinical Site Supervisor. This position does not supervise any personnel.

POSITION SUMMARY:  The Outreach and Engagement Specialist will perform essential outreach and engagement functions to eligible members (adults and children/families), some of which may be billable as Case Management services.  This position will be expected to achieve and maintain an acceptable level of outreach and coordination activities.

PRINCIPAL DUTIES/RESPONSIBILITIES:

1. The primary responsibility of the Outreach and Engagement Specialist is to complete outreach activities with those individuals who have potentially disengaged from their treatment services and assist them in reconnecting with their treatment providers and objectives. 
2. Engages with the client, family and other involved parties through primarily phone interactions and/or home visits and works with the client and family to build trust, encourage hope, and ensure ongoing engagement in behavioral health services.
3. Coordinates and communicates clinically relevant information with the person's managing clinician.
4. Adheres to Clinic and AHCCCS-established guidelines with respect to outreach/re-engagement expectations.
5. Completes necessary documentation promptly to support allowable billing of outreach activities.
6. Maintains client records in compliance with Mohave Mental Health Clinic, Inc., ADHS, RBHA/health plans, AHCCCS and Joint Commission standards.
7. Provides customer service to internal and external stakeholders, as evidenced by direct supervision, complaint resolution, and interviews with customers.
8. Participates in the Performance Improvement processes in the Clinic. This employee must work well under pressure meeting multiple and sometimes conflicting deadlines.  The employee shall at all times demonstrate cooperative behavior with colleagues and supervisors.  This is evidenced through direct observation and interview with co-worker and supervisors.
9. Performs other duties as assigned, as evidenced by direct observation and review of assigned tasks. 
10. Able to effectively de-escalate clients using techniques as trained and outlined in approved crisis intervention models.

PRIMARY CONTACTS:

• Frequent interaction with clients and their family/support systems.
• Interfaces with peers, clinical team members and supervisors, and internal/external customers and stakeholders.
• Collaborates with community resources/referral agencies.

POSITION REQUISITES:

Qualifications and Experience

Required:

• High school diploma or equivalency or higher
• Valid AZ driver's license and proof of insurance
• Arizona fingerprint clearance 21 yrs of age or older
• Certified in CPR and First Aid 

Preferred:

• Knowledge of community resources available, including benefits and entitlement process, as well as an understanding of managed care
• Understanding of client/family-centered care model

Skills/Abilities:

Required:

• Basic skills: strong written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Problem-solving skills including conflict resolution skills.
• Technical skills including windows computer program, copier, fax.
• Resource management and organizational skills.

REQUIREMENTS FOR SPECIAL POPULATIONS

Persons conducting assessments and/or providing treatment to special populations are able, through training and experience as well as through agency-specific observation or testing of performance to demonstrate competency in the following areas:

SUBSTANCE USE

Staff responsible for providing services to substance using members have appropriate training, education, and experience, and demonstrate competency.

Staff must be able to gather and assess information about:

• The relationship of each member's physical status to the substance use.
• The nature of the emotional compulsion to use alcohol and/or other drugs.
• The intensity of the member's preoccupation with using alcohol/and/or other drugs.

Staff must also demonstrate competency in their ability to:

• Interpret information about a member's use of alcohol and/or other drugs.
• Develop a written summary and/or treatment plan based on member's problems and needs;
• Provide appropriate services.

CHILDREN AND ADOLESCENTS

Staff responsible for providing services to child and adolescent members have appropriate training, education, and experience, and demonstrate competency.

• Staff demonstrated knowledge of growth and development of children and adolescents.
• Staff demonstrates their ability to develop treatment plans and services based on member's problem and needs.
• Staff demonstrates knowledge and skill in working with family systems.

SERIOUSLY MENTALLY ILL

Staff responsible for providing services to seriously mentally ill members have appropriate training, education, and experience, and demonstrate competency.

• Staff has knowledge and ability to gather and interpret information about seriously mentally ill people.
• Staff understands the member's needs and the range, intensity, and duration of care, habilitation and rehabilitation required.

INTELLECTUALLY DISABLED

Staff responsible for providing services to members with intellectual disabilities have appropriate training, education, and experience, and demonstrate competency.

• Staff has knowledge and ability to gather and interpret information about a member with an intellectual disability.
• Staff understands the member's needs and the range, intensity, and duration of care, habilitation or rehabilitation required.

WORKING CONDITIONS:

Physical Requirements:

• Able to cope with emotional demands as they arise.
• Able to sit for extended periods of time.
• Able to hear ordinary conversation and phone communications.

Equipment:

• Telephone, Computer, printer, fax, copy machine and company vehicles.

Environmental Conditions:

• Air conditioned and/or heated office settings.

Accommodations:

Mohave Mental Health Clinic, Inc., will provide reasonable accommodation for individuals with disabilities, unless it would cause undue hardship.  We define reasonable accommodation as any change in the work environment or in the way a job is performed that enables a person with a disability to enjoy equal employment opportunities.  We will make a good faith effort to list any special requirements in our job descriptions.