Engagement Specialist (34759)

NEW NARRATIVE • Portland, OR

20d • $25

About The Position

The Engagement Specialist plays a critical role in ensuring individuals receive the care and support they need within a community mental health setting. The goal of this position is to serve as support as folks enter services for the first time, orienting participants to the intake process, supporting the participant and intake clinician in administrative paperwork, and providing emotional support. As part of an interdisciplinary team focused on team-based care and feedback informed treatment, the Engagement Specialist manages the outpatient caseloads for participant engagement, facilitates proactive outreach to reduce barriers to care, and ensures continuity of services. This position collaborates with outpatient care teams and the Access and Care Pathway Team to monitor participant engagement, provide appointment support, and manage discharges effectively.

Requirements

• Ability to qualify for a QMHA through a bachelor's degree in social work, psychology, human services, or a related field (or equivalent experience) or 3 years’ experience in the field or a combination of the two. OR a Traditional Health Worker or Peer Support Specialist certification or ability to achieve this.
• Experience: At least 1-2 years of experience in a customer service role
• Demonstrated experience with participant outreach and engagement strategies and familiarity with community mental health
• Skills and Competencies: Strong organizational skills and ability to manage multiple caseloads.
• Excellent communication and interpersonal skills, with a focus on empathetic engagement.
• Ability to work effectively in a team-based care environment.
• Knowledge of community resources and strategies to reduce barriers to care.
• Engage meaningfully in TBC meetings and care coordination meetings, sharing observations and expertise with the team
• Willingness to give feedback to peers and receive and incorporate feedback into individual performance.
• Proficiency in electronic health records (EHR) and data tracking systems.
• Excellent customer service skills
• Reliability and coordinate with team on coverage of paperwork for planned time away.
• Certifications/Licenses: Valid driver’s license and reliable transportation required (community outreach requires travel).

Nice To Haves

• Certifications in mental health first aid, peer support, or case management are a plus.

Responsibilities

• Caseload Management: Maintain and monitor active participant caseloads, ensuring equitable distribution and efficient tracking of participant engagement. In collaboration with the participant panel, identify participants who are at risk of disengagement, identify barriers to engagement, and support in overcoming barriers to participation. Utilize data tools, like power BI, to monitor engagement and provide feedback to the team on engagement concerns or themes. As appropriate, ensure that every participant receives at least one monthly engagement from their care team, unless otherwise indicated by the service plan. Link participants to additional or more appropriate services within New Narrative as necessary to support the whole person.
• Appointment Scheduling and Follow-Up: Proactively contact participants that have been disengaged, scheduling appointments with appropriate care team members. Clarify participant intentions regarding continuation of services or potential discharge. Collaborate with the medical administrator on LMP engagement needs Support participants in accessing ride services and case management for transportation as needed
• Community Outreach: Conduct outreach efforts to engage participants in the community, addressing barriers such as transportation, communication, or other challenges to access care. Build rapport with participants to foster trust and improve engagement.
• Collaboration and Coordination: Partner with outpatient care teams to support seamless transitions and align engagement strategies. Work closely with the Access and Care Pathway Team to provide comprehensive participant support. Attend and actively participate in team meetings, supporting a culture of collaboration and efficiency Complete all other duties as assigned Apply feedback informed treatment model.
• Administrative tasks: Complete all required documentation within 72-hours of providing support Support participants with utilizing their benefits to schedule transportation for appointments Monitor completion of intake paperwork, ensuring that it’s done prior to their assessment appointment, and supporting participant in completing these documents, including consents, MOTS, ROIs, needs assessments, insurance cards, and demographics, using technology support if needed. Schedules renewals for Mental Health Assessments, Service Plans and consent forms. Track participant engagement and send out engagement letters and complete discharge administrative tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees