Crisis Engagement Specialist

Engagement Specialist

Under the supervision of the Crisis Integrated Services Coordinator, the Engagement Specialist plays a crucial role in coordinating care and providing support to children and youth experiencing crises. This position is responsible for conducting outreach and follow-up to children and families who have engaged with crisis services, with a particular focus on those who decline or disengage. The role includes delivering evidence-based Caring Contacts, reconnecting former clients, coordinating care, and fostering engagement through compassionate, proactive communication.

The ideal candidate will have experience working in crisis management, case management, or child/youth services, and will be adept at collaborating with multidisciplinary teams to deliver comprehensive support to at-risk youth in Delaware.

Essential functions:

• Implement the Caring Contacts protocol through phone calls, mailers, and electronic communication, based on an evidence-based model designed to reduce suicide risk.
• Make supportive outreach to discharged clients at designated intervals post-treatment.

Client Engagement and Follow-Up

• Conduct outreach to children and families who decline or disengage from crisis services to encourage participation and offer support.
• Maintain contact with former clients and families to assess ongoing needs and provide appropriate referrals or follow-up.
• Serve as a point of contact for post-discharge engagement, ensuring continuity of care and supporting client wellness.

System Engagement and Resource Coordination

• Collaborate with internal and external service providers to support client care plan, ensuring that all immediate and ongoing needs are addressed including appropriate follow-up and referrals for services.
• Coordinate services and follow-up by phone and email, ensuring accurate and timely information exchange.
• Assist in scheduling follow-up appointments or connecting families with ongoing mental health support.
• Serve as the primary point of contact and act as a liaison between the crisis program, community agencies, schools, and other relevant stakeholders to ensure that all services are integrated and coordinated effectively.
• Advocate for the needs of youth and families within the program and with external agencies, ensuring that services are delivered in a culturally competent and client-centered manner.
• Identify community resources and support services for youth and families, ensuring that they are connected with appropriate services such as mental health counseling, housing, educational support, etc.
• Help youth and families navigate systems, including insurance, legal, educational, and other social services, to ensure holistic support.

Documentation and Reporting:

• Maintain accurate and up-to-date records of all client interactions and collateral follow-ups in accordance with program policies and state regulations.
• Prepare and submit regular case updates and reports, including documentation of progress, barriers, and recommendations for further intervention or resources.

Competencies/ Capabilities:

• Crisis Management:
  Ability to effectively assess and manage urgent, high-stress situations while providing emotional support and practical solutions.
• Collaboration:
  
  Strong teamwork and interpersonal skills, with the ability to work with diverse stakeholders.
• Problem Solving:
  Capacity to think critically and find solutions quickly in complex, time-sensitive situations.
• Communication:
  Excellent verbal and written communication skills, with the ability to clearly explain complex information.
• Empathy and Compassion: A compassionate approach to working with children and families in crisis, with an understanding of trauma and mental health issues.
• Cultural
  
  Competency:
  
  Understanding and respecting the diversity of youth and families served, and providing services in a culturally sensitive manner.

Supervisory responsibilities:

none

Work environment:
Office based, Partial telecommuting with approval

Physical demands:

• Prolonged periods of sitting at a desk and working on a computer
• May be requested to lift up to 15 pounds periodically

Travel required:

schools, client homes, community agencies, etc.

Minimum qualifications:

• Bachelor's degree in Social Work, Psychology, Sociology, or related field.
• Two years of experience in case management, preferably in healthcare, mental health services, or crisis intervention programs.
• Familiarity with Delaware's behavioral health systems, state regulations, and community resources for children and families.

Preferred qualifications:

• Advanced degree in a related field
• Experience working in a 24/7 crisis response program
• Bilingual (Spanish-English) language skills are a plus

EEO:

Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are…