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 is this position is to serve as a support as folks enter into 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.
Accountabilities:
· Caseload Management:
o Maintain and monitor active participant caseloads, ensuring equitable distribution and efficient tracking of participant engagement.
o Identify participants who are at risk of disengagement and identify barriers to engagement
o As appropriate, ensure every participant receive at least one monthly engagement from their care team.
· Appointment Scheduling and Follow-Up:
o Proactively contact participants to schedule appointments and address barriers to attendance.
o Clarify participant intentions regarding continuation of services or potential discharge.
· Community Outreach:
o Conduct outreach efforts to engage participants in the community, addressing barriers such as transportation, communication, or other challenges to access care.
o Build rapport with participants to foster trust and improve engagement.
o Complete all documentation within 72 hours of service provision
· Intake Management:
o Support participants as they arrive for their initial appointment, ensuring that they are able to complete the required documentation and if the initial appointment is via telehealth support in any technological support needs.
· Collaboration and Coordination:
o Partner with outpatient care teams to support seamless transitions and align engagement strategies.
o Work closely with the Access and Care Pathway Team, including engagement specialists, benefits specialists, intake specialists, and housing specialists, to provide comprehensive participant support.
o Attend team meetings
o Complete all other duties as assigned
Qualifications:
· Education:
o 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.
o OR a THW or PSS certification or ability to achieve this.
· Experience:
o At least 1-2 years of experience in a customer service role
o Demonstrated experience with participant outreach and engagement strategies and familiarity with community mental health
· Skills and Competencies:
o Strong organizational skills and ability to manage multiple caseloads.
o Excellent communication and interpersonal skills, with a focus on empathetic engagement.
o Ability to work effectively in a team-based care environment.
o Knowledge of community resources and strategies to reduce barriers to care.
o Proficiency in electronic health records (EHR) and data tracking systems.
o Excellent customer service skills
· Certifications/Licenses:
o Valid driver’s license and reliable transportation (if community outreach requires travel).
o Certifications in mental health first aid, peer support, or case management are a plus.
Work Environment:
This position involves both office-based and community outreach work. Flexibility to travel locally for participant engagement is required.
Physical Requirements:
· Ability to sit, stand, and move for extended periods.
· Capability to lift up to 20 pounds occasionally, if needed for community outreach activities
