FAMILY SUPPORT SPECIALIST JOB DESCRIPTION

The Family Support Specialist position requires an individual who is able to pay very close attention to detail and get the required information from clients and community partners, in-person, by phone, and via various modes of electronic communication. This position requires a thorough understanding of the agency’s philosophy of treatment, admission process, and criteria.

POSITION DESCRIPTION

The Family Support Specialist works to create opportunities for adults, children, and families to build a better life through education, access to resources, and community engagement. The Family Support Specialist focuses on assisting individuals (youth, adolescents/teen, and adults) and families gain access to resources and information to establish and maintain healthy, stable households and social environments. This is accomplished by advocating for and connecting adults, children, and families to programs, activities, therapeutic counseling services, and support services that helps to facilitate mental health and wellness.
The Family Support Specialist is responsible for providing comprehensive support to individuals, children, and families. Family Support Specialists develop a relationship with adults, children, and parents and/or guardians during crisis intervention, during and after the in-take process, throughout any therapeutic intervention, at discharge, and for follow-up care. In addition, this position is responsible for assisting clients with building self-efficacy skills to meet milestones in the areas of health, disabilities, physical/mental health, nutrition, education, and employment established with and by their therapist and/or government/systems related case workers and/or community partners. Family Support Specialists play a key role in empowering parents as advocates for their families.
The Family Support Specialist perform various assessments and implements case management and service plans and techniques to support client growth, self-sufficiency, and mental/behavioral wellness. The position conducts interviews with clients to obtain information for program/service eligibility. Assessments of the client’s support systems are completed to implement a service plan. Based on client information and agency guidelines, a determination is made for programs and services, which include client participation in a case management program and interaction with co-workers, community partners and other professionals.

MINIMUM QUALIFICATIONS

Graduation from a college and/or university, and possession of a Bachelor’s Degree in Social Work, Child Development, Psychology, Special Education, Behavioral Science, Counseling, Early Childhood Education, Health Science, Human Services, Education, Nursing, Criminal Justice, Social Services, Sociology, Public Administration, Business Administration, Communications, Marketing or Social Science field degree; and two years of experience in a mental/behavioral health, medical, or human service organization.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of the cultural, social, and economic background of the BIPOC community
• Knowledge of intake processes, skills, and methods of relating to the patient and families.
• Possess knowledge of HIPAA, client confidentiality and client rights, which are subject to State and Federal laws and the ability to explain such in terms the patient is able to comprehend.
• Possess experience in completing assessments and intake information of the patient and family members in order to assist the providers to develop and implement the plan of care that provides maximum benefits to the client.
• Ability to be a self-starter and use excellent time management skills to manage and complete multiple tasks.
• Ability to work within a team setting including strong communication skills.
• Be available if necessary, to conduct evening and/or weekend work related activities.

• Processes paperwork for new clients efficiently and in accordance with protocols.
• Obtains pertinent information from new clients by asking them to complete paperwork, surveys, and interviews courteously and professionally.
• Ensures that all admission and health screening forms are properly signed and filed.
• Answers and screens inquiry calls and emails from prospective clients and community partners.
• Collects data to help with the admission/intake process and ongoing treatment services.
• Respects client or patient dignity and confidentiality.
• Informs clients of Patients’ rights and responsibilities as well as grievance and appeals procedures
• Communicate with other team members constructively in order to reduce conflict and enhance the resolution of issues.
• Adheres to the facility dress code and appears professional at all times.
• Conducts assigned biopsychosocial and other assessments of service enrollment, and inputs service data into Simply Practice and other databases/spreadsheets.
• Maintains and monitors all assigned records in collaboration with supervisor and compliance manager.
• Maintains and documents family partnership agreements, family needs assessments, and referrals. Maintains case notes of all contact with families utilizing the Simple Practice and/or other case management systems.
• Participates in client recruitment and outreach process to community partners to inform them of available services with Solutions of Change.
• Refers families to appropriate community partners according to demonstrated needs. Documents all referral progress towards individual’s, children’s goals, and family service goals referrals. Conducts follow-ups on referrals in a timely manner to ensure clients receive service/s. Assists with addressing barriers to receiving services.
• Assists clients with accessing consistent physical and mental health care and establishing a medical home for themselves and their children.
• Assist with completing applications for health insurance coverage, such as Medicaid, Medicare, and or private health insurance for which the client might qualify.
• Assist with completing applications for public and private benefits, such as TANF, SNAP (Food Stamps), WIC, public and affordable housing, childcare, and other support services.
• Monitors all health, mental health, disabilities, nutrition, transitions, and family engagement data components and follows-up with families regarding missing documentation on a regular basis. Makes phone calls, home visits, and utilizes all necessary means to contact families, especially regarding any missing appointments and/or documents.
• Assists with planning monthly, quarterly, and annual outreach calendar in collaboration with the Community Support Specialist and Program Manager.
• Conduct in-field outreach and/or attend community events, as needed, for the promoting and marketing of agency services.
• Demonstrates the ability to use standard office equipment such as telephones, computers, copiers, scanners, fax machines and others.
• Shows proficiency with computer programs which may include Microsoft Word, Excel, PowerPoint, Outlook and others.
• Maintains current documentation and records of delivery of crisis intervention, case management, and support services as well as statistical data and reports required by supervisors and agency, specifically, # of inquiry daily client contacts, types of services provided, as well as referrals initiated and actual connection made to outside agencies. Must be able to submit timely reports.
• Communicates with others effectively, listens closely, and conveys points clearly.
• Demonstrates excellent customer service skills and the ability to calm patients or clients who may be distraught.
• Participate in professional development activities as offered and recommended by supervisor, such as workshops, seminars and conferences, as well as other educational opportunities that relate to improving client care, service delivery, and growth in professional knowledge.
• Shows the ability to calm frustrated clients quickly and make decisions based upon anticipated outcomes.
• Assist with light cleaning and ordering/organization/restocking of office, kitchen, and bathroom supplies.
• Support other administrative, clinical, and outreach staff during other duties as assigned.
• Possesses the ability to adjust to constantly changing workloads.