Engagement Specialist

Overview & Responsibilities

• Greet and direct volunteers, visitors, and individuals seeking services to appropriate entrances and resources.
• Maintain a welcoming, visible, and professional presence at the front desk and throughout the campus.
• Engage clients in conversation to assess needs related to housing, substance use, mental health, or general support.
• Provide accurate information and referrals to internal services, community agencies, and shelter providers as appropriate.
• Maintain positive, professional relationships with residents while upholding appropriate boundaries.
• Conduct scheduled security rounds indoors and outdoors to monitor safety, cleanliness, and policy compliance.
• Identify and report behavioral, emotional, or physical changes in residents to the social worker or supervisor.
• Utilize approved de-escalation techniques to defuse conflict or volatile situations.
• Provide crisis intervention when necessary and escalate emergencies appropriately, including contacting 911 when indicated.
• Complete incident reports in accordance with ministry policy.
• Accurately document all client interactions, interventions, and services in CaseWorthy and Service Point.
• Complete daily shift notes and required documentation for ongoing clients.
• Maintain visitor sign-in logs and front desk records.
• Ensure documentation meets agency standards for timeliness, accuracy, and confidentiality.
• Collaborate with interdisciplinary and multi-disciplinary teams to support client treatment goals.
• Coordinate with community service providers to ensure continuity of care and service delivery.
• Participate in team meetings, trainings, and required certifications.
• Perform other duties as assigned

Knowledge & Experience Requirements

• High school diploma or GED required.
• Current TB test, CPR and First Aid certification required within 30 days of hire.
• Experience working with individuals with mental health and/or substance use disorders preferred.
• Knowledge of co-occurring mental health and substance use diagnoses preferred.
• Basic proficiency in Microsoft Word, Outlook, and Excel.
• Ability to function effectively within an interdisciplinary or multidisciplinary team model.

Skills & Competencies Required

• Establishes respectful rapport with a diverse population while maintaining appropriate professional boundaries.
• Communicate clearly, calmly, and professionally with clients, visitors, and staff.
• Identifies safety concerns, behavioral changes, and crisis situations promptly.
• Applies approved de-escalation and crisis intervention techniques effectively.
• Appropriately escalate emergencies, including contacting 911 when warranted.
• Engages clients to assess immediate needs related to housing, mental health, or substance use.
• Provides accurate referrals to internal services and community resources.
• Completes timely, accurate documentation of all client interactions, incidents, and services.
• Maintains confidentiality and complies with ministry policies and regulatory requirements.
• Works effectively within interdisciplinary teams and with external service partners.
• Demonstrates reliability, alertness, and flexibility across varying shifts and duties. Ability to stay awake for entire shift.
• Ability to interface with diverse population