Engagement Specialist - Outreach - WeCARE (100207)
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. Duties may vary depending on programmatic areas of assignment. 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. Paticipates in team meetings to evaluate and improve clinical assessment and other service processes. Paticipates 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. Maintins the program work areas, ensures they have adequate supplies and are welcoming to customers.
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
Benefits
- All your information will be kept confidential according to EEO guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
