Client Engagement Specialist

About the role

DESC is a social services organization, supportive housing operator, and licensed behavioral health treatment provider focused on meeting the needs of people experiencing long-term homelessness and living with complex behavioral health and other medical conditions. Approximately 3,000 people are actively receiving services from DESC at any given point in time. Our vision is a community where all people are shown compassion, treated with dignity, and everyone has a safe, stable, and affordable place to call home.

Shift

Swing (4:30 PM to 12:00 AM)

Days Off

Monday, Tuesday

Benefits

• Dental
• Life
• Long-term Disability
• Medical (no premiums/payroll deductions for employee coverage)

Other Benefits

• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• ORCA card subsidy
• Paid Time Off (34 days per year)
• Retailer Plan

Union Representation

This position is a part of a union and is represented by SEIU Healthcare 1199NW.

Essential Duties and Responsibilities

• To be present in all main operating areas of Hobson Place, 216 James, and STAR Center for client engagement and de-escalation purposes.
• Be a welcoming presence and direct clients to the services they are seeking, at times escorting to designated area and walking regular rounds in both low and high-risk areas of the clinic, Hobson Place, 216 James, STAR Center and 600 block of 3rd Ave, including the area immediately outside of the clinic.
• Maintain a comfortable atmosphere for people along 3rd Ave, even in the presence of potentially unusual or posturing client behaviors.
• Proactively engage clients and community members in the public spaces on and around 3rd Ave. in front of Hobson Clinic, 216 James St, and the STAR Center.
• Crisis prevention and intervention, including coordinating real-time intervention for crises both in and around DESC spaces.
• Enforce the DESC Good Neighbor policy and Project/Program rules with DESC Clients.
• Integrate experience with behavioral health and substance use conditions into work with clients and prospective clients.
• Commitment to the Harm Reduction and Trauma Informed Care models and working to incorporate those principles through an equity and social justice lens.
• Become a DESC trainer for de-escalation and dis-engagement for new employees and yearly refresher; this responsibility will be shared with another trainer within the agency.
• Aid in training clinic staff on de-escalation skills and leading crisis response drills.
• Receive training in hands on techniques (escorts and holds) and work in collaboration with partnering agency security to ensure the safety of clients is made a priority.
• Commitment to diversity, equity, and inclusion, applying to all areas of work responsibility.
• Intervene when necessary to support clients, maintain order, and communicate/enforce clinic rules and policies.
• Intervene in client crises and emergencies (medical, behavioral health, interpersonal), participate in verbal de-escalation and hands-on escorts and holds in emergent situations, and initiate action as required, including contact with emergency response systems, and facilitating a higher level of care.
• Write a shift summary log detailing significant events involving clients and clinic operations, read log daily, participate in shift brief, complete activity logs and other shift-related documentation, and coordinate with relevant staff to ensure all required documentation is completed.
• Collaborate with an interdisciplinary team, promoting a safe and secure clinic environment by responding to emergent safety issues using a collaborative active response approach.
• Participate in clinical reviews and case conferences to develop personal success plans for clients as needed.
• Assist clinical staff in engaging clients through creative, resourceful strategies that build trust and confidence.
• Lead critical incident debriefs and work in coordination with clinical Director and Managers to provide support to staff related to safety issues upon request.
• Help ensure cleanliness of sidewalks.
• Participate in staff meetings, team huddles, and training, with both DESC and HMC staff.
• Wear agency-provided clothing that makes you easily identifiable in the community as a DESC employee.

Requirements

• Experience working with behavioral health conditions and intervening with de-escalation and hands-on approaches using Crisis Prevention & Intervention (CPI) or the equivalent and must be familiar with behavioral health treatment services.
• Willingness to become certified in enhanced behavioral de-escalation training, which trains to use hands on techniques.
• Willingness to use training in de-escalation and disengagement to intervene with clients that are posturing or assaultive.
• Experience in human services (paid or volunteer), preferably working with adults living homeless and/or living with a mental illness and/or substance use disorder.
• Experience working and building rapport with people in a psychiatric crisis.
• Proficient in de-escalation skills, crisis intervention, and stabilization strategies and possess the ability to use these skills in high-risk, high traffic areas.
• Have a strong understanding of recovery and resilience, the value of client partnerships, and client choice.
• Interest or experience in working with clients that traditional health care programs have turned away.
• Ability to communicate and work effectively with clients and staff from various backgrounds and utilize good customer service skills.
• Ability to work effectively with clients potentially displaying unusual and bizarre behaviors.
• Subscribe to the philosophy of working in an integrated team approach which fosters cooperation and continuity across programs and of consideration and respect for clients.
• Have experience working in collaboration with law enforcement, and neighborhood stakeholders that do not always agree with the harm reduction, trauma informed, or person-centered work philosophy.
• Able to prioritize multiple job responsibilities, work independently, and exercise good professional judgment.
• Able to maintain client confidentiality.
• Able to pass criminal background check.
• Able to drive an agency or personal vehicle to conduct agency related business.

Education and Experience Requirements

• Relevant Bachelor’s degree in social work, psychology, or related behavioral science, OR A combination of 1 year* of relevant paid work experience and demonstration of the ability to perform required job duties.
• Internal applicants in direct, client facing positions can substitute 6 months of experience in lieu of 1 year.