Engagement Specialist (Cascadia Access, Information, and Referral)

This position is based at the Plaza Health Center in SE Portland, OR, with a schedule of Monday through Friday, 8:30 a.m. to 5:00 p.m.

About the Role

The Engagement Specialist works as a member of an interdisciplinary team to enroll and engage clients in physical and behavioral health treatment, provide up-to-date referrals within Cascadia and the community, and support a Trauma Informed Care environment. This role requires clinical and engagement skills to assist individuals in connecting to and engaging in ongoing health services, with a focus on understanding the effects of trauma on health and coping.

The Engagement Specialist must promote integrated care, trauma-informed and person-first approaches, and foster an environment of acceptance. This position involves both independent work over the phone and in the community.

Responsibilities

• Provide outreach and engagement services using strengths-based case management, motivational interviewing, and harm reduction concepts.
• Document and maintain electronic health records (EHR) in compliance with agency policies and local, state, and federal regulations.
• Maintain accurate and up-to-date documentation for billing, assessment, treatment, and client progress.
• Conduct needs assessments and refer clients to appropriate programs within Cascadia.
• Work closely with community agencies to help clients access services.
• Conduct skills training, care coordination, and case management individually and in groups.
• Provide supportive, empathetic customer service and help clients problem-solve to access needed services.
• Respect and honor client rights and responsibilities while demonstrating professional boundaries and ethics.
• Assist in crisis situations following emergency protocols and coordinate with the treatment team to support a trauma-informed environment.
• Practice and demonstrate competency in preventing and de-escalating crisis situations.
• Act as an advocate for individuals both within the organization and with external entities.
• Adhere to mandatory abuse reporting laws and HIPAA requirements.
• Complete annual employee training requirements and attend seminars to develop professional skills.
• Integrate best practices such as Trauma Informed Care and Motivational Interviewing into daily operations.
• Support team members and participate in staff meetings, supervision sessions, and other agency meetings.
• Comply with and implement regulations, policies, and procedures under which the program operates.
• Demonstrate responsibility for the safety of clients, staff, and property, including familiarity with fire regulations and evacuation procedures.
• Perform other duties as assigned.

Requirements

• QMHA: A bachelor's degree in a behavioral science field from an accredited college or university OR three years of full-time professional experience working with adults with severe and persistent mental illness, or a combination of work and education. Must maintain QMHA credentialing.
• Preferred: Some work experience with adults facing severe and persistent mental health challenges.
• Effective communication, active listening, and interpersonal skills.
• Philosophy and values consistent with a patient-centered care model.
• Ability to work proactively and effectively both independently and as part of a team.
• Basic knowledge of Trauma Informed Care (TIC), Motivational Interviewing, and evidence-based practices.
• Understanding of the recovery model, illness management, and strength-based philosophies.
• Proficiency in operating computer hardware and software to perform job functions.
• Possess a valid driver’s license, one-year driving history, clean driving record, and ability to pass a DMV check. Alternatively, ability to travel to multiple locations throughout the Portland Metro area.
• Ability to perform CPR, First Aid, and effectively use AED equipment. CPR/First Aid certifications are required and must remain current.

Working Conditions

Environmental: This role involves direct client and community engagement and is designed for in-person work without hybrid or remote options. Work settings include administrative and clinical offices, acute care settings, client residences, correctional facilities, shelters, hospitals, public places, and other social service sites. Meal periods and breaks may be subject to interruption. Universal precautions and environmental awareness are critical due to potential exposure to aggressive behavior, disease, biohazards, noise, and contaminants.

Mental Demands: The work involves diverse tasks and addressing new or unusual circumstances, requiring flexibility in time management. The role includes unpredictability and potential disruptions, necessitating sound judgment.

Benefits

• Generous Paid Time Off: Full-time employees earn 6 weeks of PTO in their first year.
• Medical and Dental Coverage (begins the 1st of the month following hire date).
• VSP Vision Discount Plan.
• 403(B) Retirement Savings with up to 8% employer matching contribution (pre- and post-tax plans).
• Flexible Spending Account (FSA) options for medical, dependent care, and transportation.
• Short-Term Disability, Long-Term Disability, and Life Insurance.
• Paid Bereavement and Jury Duty Leave.
• Length of Service Award.
• Voluntary Life Insurance and Supplemental Insurance.
• Student loan forgiveness options.
• Wellness Benefits:
  • Employee Assistance Program (EAP).
  • Bike to Work Reimbursement.
  • Discounted Fitness Memberships.
  • Trauma Support Team.

Pay

Starting rate range: $24.72 - $25.84 per hour.