Client Engagement Specialist - Swing Shift, STAR Center

DESC•Seattle, WA

7d•$38 - $42•Hybrid

About The Position

DESC is seeking a Client Engagement Specialist (CES) to join their team across three locations: Hobson Clinic, DESC Pioneer Square clinics, and the STAR Center. The STAR Center is a 24/7 behavioral health-focused non-congregate shelter program for unsheltered adults with significant untreated challenges related to mental health and substance use disorders. The CES team will be responsible for monitoring and providing 24/7 safety and security at the STAR Center by managing the environment both inside and outside the shelter. They will also provide trauma-informed support to clients at the STAR Center and Pioneer Square, utilizing de-escalation skills in coordination with the STAR Center staff, clinical, and medical teams.

Requirements

Experience working with behavioral health conditions and intervening with de-escalation and hands-on approaches using Crisis Prevention & Intervention (CPI) or the equivalent and must be familiar with behavioral health treatment services.
Willingness to become certified in enhanced behavioral de-escalation training, which trains to use hands on techniques.
Willingness to use training in de-escalation and disengagement to intervene with clients that are posturing or assaultive.
Experience in human services (paid or volunteer), preferably working with adults living homeless and/or living with a mental illness and/or substance use disorder.
Experience working and building rapport with people in a psychiatric crisis.
Proficient in de-escalation skills, crisis intervention, and stabilization strategies and possess the ability to use these skills in high-risk, high traffic areas.
Have a strong understanding of recovery and resilience, the value of client partnerships, and client choice.
Interest or experience in working with clients that traditional health care programs have turned away.
Ability to communicate and work effectively with clients and staff from various backgrounds and utilize good customer service skills.
Ability to work effectively with clients potentially displaying unusual and bizarre behaviors.
Subscribe to the philosophy of working in an integrated team approach which fosters cooperation and continuity across programs and of consideration and respect for clients.
Have experience working in collaboration with law enforcement, and neighborhood stakeholders that do not always agree with the harm reduction, trauma informed, or person-centered work philosophy.
Able to prioritize multiple job responsibilities, work independently, and exercise good professional judgment.
Able to maintain client confidentiality.
Ability to pass criminal background check.
Ability to drive an agency or personal vehicle to conduct agency related business. A current Washington State driver's license and insurable driving record are required.

Nice To Haves

Has work experience as an Emergency Medical Technician or Psych Technician in the field.
Bilingual in English and Spanish.
Bi-cultural background/experience.
Skill in operating office equipment, including computers, communication platforms, software (e.g., Microsoft Word, Excel), and telephones.

Responsibilities

Be present in all main operating areas of Hobson Place, 216 James, and STAR Center for client engagement and de-escalation purposes.
Act as a welcoming presence and direct clients to the services they are seeking, at times escorting to designated areas and walking regular rounds in both low and high-risk areas of the clinic, Hobson Place, 216 James, STAR Center and 600 block of 3rd Ave, including the area immediately outside of the clinic.
Monitor the general milieu outside the Hobson Clinic, 216 James Clinic, STAR center and the 500 and 600 blocks of 3rd Ave.
Work to maintain a comfortable atmosphere for people along 3rd Ave, even in the presence of potentially unusual or posturing client behaviors.
Proactively engage clients and community members in the public spaces on and around 3rd Ave. in front of Hobson Clinic, 216 James St, and the STAR Center.
Coordinate real-time intervention for crises both in and around DESC spaces.
Enforce the DESC Good Neighbor policy and Project/Program rules with DESC Clients.
Initiate and maintain appropriate social interactions with clients and prospective clients.
Integrate experience with behavioral health and substance use conditions into work with clients and prospective clients.
Commitment to the Harm Reduction and Trauma Informed Care models and working to incorporate those principles through an equity and social justice lens.
Become a DESC trainer for de-escalation and dis-engagement for new employees and yearly refresher; this responsibility will be shared with another trainer within the agency.
Assist in training clinic staff on de-escalation skills and leading crisis response drills.
Receive training in hands on techniques (escorts and holds) and work in collaboration with partnering agency security to ensure the safety of clients is made a priority.
Commitment to diversity, equity, and inclusion, applying to all areas of work responsibility.
Intervene when necessary to support clients, maintain order, and communicate/enforce clinic rules and policies.
Intervene in client crises and emergencies (medical, behavioral health, interpersonal), participate in verbal de-escalation and hands-on escorts and holds in emergent situations, and initiate action as required, including contact with emergency response systems, and facilitating a higher level of care.
Write a shift summary log detailing significant events involving clients and clinic operations, read log daily, participate in shift brief, complete activity logs and other shift-related documentation, and coordinate with relevant staff to ensure all required documentation is completed.
In collaboration with an interdisciplinary team, promote a safe and secure clinic environment by responding to emergent safety issues using a collaborative active response approach.
Participate in clinical reviews and case conferences to develop personal success plans for clients as needed.
Assist clinical staff in engaging clients through creative, resourceful strategies that build trust and confidence.
Participate in bar review committee and, psych consults as needed.
Lead critical incident debriefs and work in coordination with clinical Director and Managers to provide support to staff related to safety issues upon request.
Help ensure cleanliness of sidewalks.
Participate in staff meetings, team huddles, and training, with both DESC and HMC staff.
Wear agency-provided clothing that makes you easily identifiable in the community as a DESC employee.
Other responsibilities as assigned.