Client Service Specialist II

COMPANY OVERVIEW

Charm City Care Connection (CCCC) works to connect those impacted by drug use in Baltimore City to high-quality healthcare services and address any obstacles that might threaten that connection. All of our work is rooted in dignity, justice, and respect and centers members of affected communities in the planning and programming of our organization. Since our founding in 2009, CCCC has worked within a harm reduction framework by meeting people where they are;

since 2018, we have increased our harm reduction services to include a syringe services program, naloxone distribution, a drop‑in center for people who use drugs, and street‑based outreach. CCCC encourages a collaborative environment where staff are expected to be proactive in their work and encouraged to actively participate in the improvement of service delivery and the development of programs.

This position is a full‑time, 40 hours per week, non‑exempt position. It is responsible for providing an array of harm reduction services to people actively using drugs. The Client Service Specialist II will be primarily responsible for direct support to participants, including resource navigation, peer support, providing safer drug use and safer sex materials and education, and supporting our street‑based and office harm reduction services.

All activities are designed to be consistent with Charm City’s service model, which is based on educating and empowering individuals to advocate for themselves and make self‑identified changes in their lives. This position reports to the Director of Center‑Based Programming and Operations and/or the Manager of Outreach Services.

• Provide harm reduction services to participants at CCCC’s drop‑in center and in the community.
• Distribute safer drug use and safer sex supplies during outreach shifts; recruit and engage high‑risk, hard‑to‑reach people who use drugs or engage in sex work.
• Cultivate relationships and trust with participants by being present, attentive, and engaged in service.
• Participate in formal and informal engagement activities, and actively recruit and encourage participants to engage in activities at the drop‑in center.
• Connect participants with CCCC’s Supportive Services team, peer recovery specialists, and with external resources, including warm handoffs to service partners.
• Engage in dialogue with participants and other community members to continually improve our services and ensure that CCCC is meeting the needs of people who use drugs in East Baltimore.
• Educate clients on health information and/or CCCC services that are relevant to them.
• Attend relevant trainings and meetings identified by staff members and teams.
• Other work as assigned by the supervisor.
• Participate in street‑based outreach and delivery of safer drug use supplies, food, wound care, and hygiene kits.
• Meet with the supervisor to communicate about the work, identify areas for growth and ensure that priorities are in line with the supervisor and the rest of the team.
• Provide other support as needed to provide services, including compiling supply kits, arranging inventory, and managing laundry service.

• Must be willing to work outdoors, in all seasons, and conduct intensive outreach.
• Great attitude and people skills are a must.
• Must be an organized, self‑motivated team‑player with strong interpersonal and communication skills, and the ability and willingness to be hands‑on and solve problems as they arise.
• We are specifically looking for candidates with an active interest in harm reduction, syringe exchange, and/or social justice as it pertains to individuals who use drugs or engage in sex work.
• Significant work or personal life experience in the areas of substance use, sex work, and HIV and HCV prevention desired; skills in safer injection and safer drug use techniques and overdose prevention, HIV and HCV prevention and treatment desired.
• Experience in East Baltimore preferred.
• Perform the following physical behaviors continuously throughout their shift: standing, walking, handling, reaching horizontally, reaching above shoulders, grasping firmly.
• Perfor…