Engagement Specialist - Outreach - WeCARE (100207)

Equus•New York, NY

About The Position

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Requirements

Bachelors Degree or higher in social services or a related field such a psychology, vocational rehabilitation, or occupational rehabilitation
Four years direct customer service experience in a clinical or social service environment
Experience in a fast-paced, team environment that is performance driven
Exceptional customer service and engagement skills
Excellent organizational skills and strong attention to detail
Experience with publicly-funded programs; TANF experience preferable
Experience in assessing the need for and making reasonable accommodations for customers
Knowledge of laws and regulatory requirements related to program responsibilities
Ability to use various electronic systems to carry out duties and responsibilities

Nice To Haves

training or experience in motivational interviewing and care management techniques
Bilingual or multilingual preferred

Responsibilities

Conducts outreach to customers referred by HRA for the WeCARE program to schedule clinical assessments and/or to maintain engagement in the program once assigned to an activity (e.g. SSI/SSDI or Vocational Rehabilitation Fast Track)
Calls and meets with customers in advance of the clinical assessment or other services to review medical and other health-related documentation and assist customers in collecting documents to be reviewed during the clinical assessment process and/or to comply with program requirements to maximize benefits to the clients
Explains the clinical assessment and other service processes to customers; provides written materials about the WeCARE program and its services, answers questions and explains program benefits
Assesses customer need for accommodations to participate in the clinical assessment process and program activities and takes appropriate action(s) to address
Assists in scheduling Review Physician or Evaluating Clinician activities, as well as external medical, mental health, or substance abuse evaluations with customers
Conducts additional customer outreach to ensure engagement throughout the clinical assessment and service participation processes
Maintains records related to the clinical assessment and service processes in support of assessment and service delivery staff (scans documents, records activities in the management information systems of record)
Generates real-time reports related to the clinical assessment and other program component inputs and throughputs to assist management in assigning resources and managing the process
Ensures customer files related to clinical assessment and assigned program areas are complete and that all documents are appropriately signed off by health professionals and customers; coordinates with quality assurance staff for customer file reviews related to assessment processes
Participates in team meetings to evaluate and improve clinical assessment and other service processes
Participates in any required training related to the position and its responsibilities
Understands and adheres to HRA policies and procedures and RWS standard operating procedures related to clinical assessments and customer service delivery
Provides assistance to customers in using resource room technology and other services to enhance services and employability
Tracks and reports on customer engagement activities
Assists customers with resume development, job applications, interviewing skills, and other tools needed to successfully find employment
Supports care managers with scheduling appointments and managing unit calendars
Schedules and prepares for customer workshops, sets up rooms, ensures adequate written and other materials are in place
Maintains the program work areas, ensures they have adequate supplies and are welcoming to customers