Part Time Intake Coordinator/Safety Navigator

Hill Country Health & Wellness Center•Redding, CA

1d•$22 - $26•Onsite

About The Position

The Intake Coordinator/Safety Navigator position is based at Hill Country’s urgent mental health resource center, the CARE Center (Counseling and Recovery Engagement Center). This walk-in clinic is located in downtown Redding and open 365 days/year from 12pm-9pm. All services and resources are available cost-free to anyone. Most people seeking help at the CARE Center present with urgent mental health or trauma-related concerns, very serious relationship problems, suicidal thoughts, addiction-related difficulties, or other complicated life stressors. Many are seeking help with basic needs and some people come in frightened, sorrowful, frustrated, or highly agitated. We serve all ages and everyone is welcome. The Intake Coordinator/Safety Navigator is a critical member of a team that includes highly-dedicated, caring, and skillful mental health therapists and case managers who provide prompt, professional and compassionate care to anyone who needs it. The Intake Coordinator is stationed in an open reception area, which serves as a hub for all staff and client activity flow. From this place, they welcome everyone who comes in the door or calls on the phone. They initiate critical, caring conversations, screen for urgent needs and risks, collect important and sensitive information, and provide guidance and support throughout the visit. While waiting to see a therapist or case manager, clients may be distressed, confused, disorganized, angry, or impaired and the Intake Coordinator provides calming comfort and assistance using a variety of practical and relational strategies. Some people seeking help have simple needs that are addressed in a matter of minutes while others require many hours of intervention and support from multiple team members. Every situation is unique and so are our Team’s responses, but our kind and caring approach is consistent. We are trauma-informed, recovery-oriented, strengths-based, and we are committed to improving outcomes for the most vulnerable, marginalized, and at risk people in our community. The Intake Coordinator/Safety Navigator also performs a variety of administrative tasks vital to program operations. At times a frustrated, fearful, or angry person will require immediate and intensive mental health first aid to successfully de-escalate and regain the ability to self-manage their emotions and behavior. At times, CARE Center staff may need extra support to ensure safety and security, and restore the sense of calm, comfort and meaningful connection within the building and surrounding areas during and after challenging situations. The Intake Coordinator/Safety Navigator provides that extra support using learned skills and strategies, along with innate empathy and authentic compassion.

Requirements

Minimum of 2 years of successful and satisfying experience in a direct customer service/administrative position
Minimum of 2 years of successful and satisfying experience working with vulnerable populations, such as persons living with mental illness, substance use disorders, or multiple severe life stressors or impairments.
Demonstrated success in de-escalating high risk situations with persons who may be disruptive, destructive or potentially dangerous.
Must have current and clean CA driver license.
Excellent oral and written communication skills.
Ability to speak publicly and one-on-one in a genuinely kind, caring, and persuasive manner.
Must effectively use verbal and nonverbal behavior to convey empathy, concern, competence, and authentic positive regard.
Ability to read, write, analyze, and interpret complex documents.
Must consistently communicate calmly, respectfully, and effectively during high stress situations or when hearing complaints.
Basic math skills, ability to make simple calculations and estimations
Very high reasoning skills, especially ability to define problems, collect information, establish facts, and draw valid conclusions.
Good working knowledge of Windows operating systems, Microsoft Office Suite - Word, Excel, Outlook, and Internet browsers and related software.
Proficient with standard office equipment including computers, copiers, scanners, fax machines, printers, multi-line telephone systems.

Nice To Haves

Some college level coursework or enrollment in degree program in social work, psychology, sociology, communications, or health-related field of study is strongly preferred.
Must complete Mental Health First Aid, Suicide Prevention and Intervention, CPR, Narcan administration within first 90 days.
Driving a clinic vehicle may occasionally be necessary.

Responsibilities

Proactively ensure that the client experience feels friendly, caring, professional, and helpful
Proactively ensure that the CARE Center feels safe, clean, comfortable and welcoming for all, both inside and outside
Monitor and manage level and flow of activity in common areas and outside to ensure a positive experience for clients coming in and a sense of calm and comfort for those already present
Answer phones professionally and compassionately, including crisis calls; route appropriately
Verbally welcome and establish positive rapport with persons walking in for services
Orient clients to services and resources, inquire about needs and reasons for seeking help
Listen fully, compassionately, and non-judgmentally
Make affirming statements, offer unconditional positive regard, and assure of available help
Guide through the intake and screening process, answer questions, and assist in completing forms
Provide information and referrals in person and on phone
Identify and address comfort needs and immediate basic needs (food, water, restrooms, etc.)
Facilitate warm hand-off of clients to appropriate CARE Center staff
Collaborate with and assist other CARE Center staff in addressing client needs/goals
Be alert and responsive to client risks, mental status, general behavior, and other variables
Monitor safety and security, skillfully use prevention strategies to reduce risks use de-escalation techniques and calming strategies
Skillfully engage with persons in elevated, agitated, and unpredictable states to de-escalate and restore sense of calm, comfort and connection
Seek additional help as needed and activate emergency services, when appropriate.
Maintain healthy, professional boundaries, practice self-care, and routinely seek supervision and support.
Ensure compliance with laws for management/storage of private health information
Enter or scan intake-related information into electronic health record system
Perform data entry for reporting
Organize materials, resources, and supplies
Aid with intra-agency communication
Manage staffing and activity calendars
Monitor and report program supply needs
Monitor and report facility and equipment issues
Report unusual events and incidents
Increase relevant knowledge and skills by participating in available training and learning opportunities, including job shadowing and cross-training.
Attend weekly team meetings, daily team check-ins, monthly all staff meetings, and other meetings as appropriate and relevant to position.
Other projects and tasks as assigned.