Outreach and Engagement Specialist

LINES OF AUTHORITY

This position is supervised by the relevant department Clinical Site Supervisor. This position does not supervise any personnel.

The Outreach and Engagement Specialist will perform essential outreach and engagement functions to eligible members (adults and children/families), some of which may be billable as Case Management services. This position will be expected to achieve and maintain an acceptable level of outreach and coordination activities.

• The primary responsibility of the Outreach and Engagement Specialist is to complete outreach activities with those individuals who have potentially disengaged from their treatment services and assist them in reconnecting with their treatment providers and objectives.
• Engages with the client, family and other involved parties through primarily phone interactions and/or home visits and works with the client and family to build trust, encourage hope, and ensure ongoing engagement in behavioral health services.
• Coordinates and communicates clinically relevant information with the person's managing clinician.
• Adheres to Clinic and AHCCCS-established guidelines with respect to outreach/re-engagement expectations.
• Completes necessary documentation promptly to support allowable billing of outreach activities.
• Maintains client records in compliance with Mohave Mental Health Clinic, Inc., ADHS, RBHA/health plans, AHCCCS and Joint Commission standards.
• Provides customer service to internal and external stakeholders, as evidenced by direct supervision, complaint resolution, and interviews with customers.
• Participates in the Performance Improvement processes in the Clinic. This employee must work well under pressure, meeting multiple and sometimes conflicting deadlines. The employee shall at all times demonstrate cooperative behavior with colleagues and supervisors. This is evidenced through direct observation and interview with co-workers and supervisors.
• Performs other duties as assigned, as evidenced by direct observation and review of assigned tasks.
• Able to effectively de-escalate clients using techniques as trained and outlined in approved crisis intervention models.

• Frequent interaction with clients and their family/support systems.
• Interfaces with peers, clinical team members and supervisors, and internal/external customers and stakeholders.
• Collaborate with community resources/referral agencies.

• High school diploma or equivalency or higher
• Valid AZ driver's license and proof of insurance
• Arizona fingerprint clearance 21 yrs of age or older
• Certified in CPR and First Aid

• Knowledge of community resources available, including benefits and entitlement process, as well as an understanding of managed care
• Understanding of client/family-centered care model

• Basic skills:
  
  strong written and verbal communication skills.
• Strong interpersonal and customer service skills.
• Problem-solving skills include conflict resolution skills.
• Technical skills include windows computer program, copier, fax.
• Resource management and organizational skills.

Staff responsible for providing services to substance using members have appropriate training, education, and experience, and demonstrate competency.

Staff must be able to gather and assess information about:

• The relationship of each member's physical status to the substance use.
• The nature of the emotional compulsion to use alcohol and/or other drugs.
• The intensity of the member's preoccupation with using alcohol/and/or other drugs.

• Interpret information about a member's use of alcohol and/or other drugs.
• Develop a written summary and/or treatment plan based on member's problems and needs;
• Provide appropriate services.

Staff responsible for providing services to child and adolescent members have appropriate training, education, and experience, and demonstrate competency.

• Staff demonstrated knowledge of growth and development of children and adolescents.
• Staff…