Women's Client Care Specialist

MnTC•Minneapolis, MN

9h•Onsite

About The Position

The Client Care Specialist (“CCS”) is a mission-driven, direct care role demonstrating relational competencies of love, joy, peace, patience, kindness, goodness, faithfulness, gentleness, and self-control through respectful interactions, sound judgement, and compassionate accountability. The Client Care Specialist uses a client-centered approach to lead and support clients in the Life Renewal/IOL program by providing encouragement throughout their recovery journey, guidance, and oversight of activities during the work shift. This role is the consistent, daily presence that the care team depends on. They are the first to notice when a client is struggling, the first to intervene before a situation escalates, and the primary steward of the floor environment where recovery takes place. This role requires strong observational instincts, de-escalation skills, and the judgment to know when to act and when to bring others in.

Requirements

High school diploma or (GED) required or equivalent combination of education and experience.
Must be able to meet at least one of the following requirements: a course of study in a health or human services related field leading to a bachelor of arts, bachelor of science, or associate’s degree; or one year of experience with vulnerable adults; or experience as a mental health certified peer specialist according to MN Statutes Sec. 256B.0615.
Comfort and compassion in working with individuals facing life-controlling challenges, such as mental health issues and addiction.
Commitment to MnTC's Culture of Honor & core values — practicing compassion, hospitality, respect, integrity, servanthood, and trust — and the ability to demonstrate those values in every client interaction through the Putting Honor in Action framework.
Ability to calmly de-escalate and manage difficult or emotional client situations and maintain confidentiality.
Models healthy spiritual practices through personal prayer, worship and Bible study.
Must be willing to support client spiritual growth by participating in prayer and chapel services.
Valid driver’s license in the state of MN and a clean driving record that meets MnTC’s insurance requirements.
Must be at least 21 years of age or older.
At least 1 year of freedom from problematic substances.

Responsibilities

Come alongside clients with curiosity and genuine care - asking before assuming, leading with relationship rather than authority, and helping clients connect their choices to their own stated recovery goals.
Using a client-centered approach, support clients on the living and programming floors and during all activities throughout the work shift.
Serve as the first point of contact for client questions, concerns, needs, and emerging issues during the shift, responding promptly and involving appropriate staff when needed.
Maintain a safe, calm, and orderly environment during the shift. Takes active responsibility for the climate of the floor, not just individual client behavior, and use relationship, presence, and early intervention to preserve conditions where recovery can happen.
Observe client behavior and mood patterns throughout the shift and communicate relevant observations to Charge Staff and the care team in a timely manner, serving as the primary source of real-time floor awareness.
Communicate relevant client updates, concerns, and shift information to incoming staff to support continuity of care and client safety.
Assist in performing client intake and discharges.
Supervise and process client medication, ensure safe self-administration of all prescription medications, non-prescription medications, and vitamins to clients. Complete timely and accurate medication administration documentation and other medication-related responsibilities.
Safely operate MnTC vehicles to transport clients to and from appointments and client outings.
Administer and supervise UA testing and BA testing.
Care for clients who are unable to attend programming due to illness, including checking on clients hourly, taking vital signs (upon nurse directive), supporting self-administration of medications and vitamins, and bringing them meals as needed, etc.
Develop healthy, encouraging relationships with clients in the program, maintaining appropriate boundaries and serving as a role model and mentor.
Be compassionate and respectful towards clients, pointing them toward their personal growth and recovery goals and affirming their progress.
Provide spiritual support for clients’ Personal Study Topics (PST). This may involve praying with clients, leading devotions, and assisting with memorization of Bible passages, all upon client request.
Use trauma-informed care approach to de-escalate and assist clients in difficult or emotional situations or circumstances that may arise.
Use motivational interviewing techniques to encourage client self-regulation and ownership.
Respond quickly to medical and mental health emergencies and involves appropriate medical, clinical and management staff.
Follow all program policies, guidelines, safety procedures and organizational standards.
Maintain compliance with all required MnTC and DHS related training, completing assigned courses in a timely manner.
Exercise appropriate discretionary judgement to reinforce behavioral expectations using the Client Success Model intervention framework, fitting each situation appropriately, supporting client success, and aligning with MnTC’s Culture of Honor.
Communicate significant client concerns, behavior changes, safety issues and interventions to Charge Staff and other members of the care team in a timely manner.
Take attendance and ensure clients are accounted for and in the correct locations.
Provide documentation in the daily facility log and shift report, ensuring these are kept up to date and accurate.
Maintain regular building security checks and record the security checks in the facility log (more specific to overnight staff).
Monitor evening lights out, and conduct morning wakeups, including cleanup, breakfast, and morning devotions (more specifically to overnight staff).
Prepare residential rooms for new clients, including cleaning the room, making the bed, and creating a welcoming, hospitable environment.
Complete room and person searches to ensure adherence to program guidelines and client and staff safety; document any issues.
Welcome visitors and oversee client visitation with family members and community members.
Other duties as assigned by management.