Crisis Engagement Specialist

Summary

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. The position involves conducting outreach and follow-up to children and families who have engaged with crisis services, particularly those who decline or disengage, delivering evidence‑based Caring Contacts, reconnecting former clients, coordinating care, and fostering engagement through compassionate, proactive communication.

• 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.

• 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.

• Collaborate with internal and external service providers to support client care plans, 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 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 culturally competent and client‑centered delivery of services.
• Identify community resources and support services for youth and families, connecting them with 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.

• Maintain accurate and up‑to‑date records of all client interactions and follow‑ups in accordance with program policies and state regulations.
• Prepare and submit regular case updates and reports, documenting progress, barriers, and recommendations for further intervention or resources.
• Assess and manage urgent, high‑stress situations while providing emotional support and practical solutions.
• Demonstrate strong teamwork and interpersonal skills, collaborating with diverse stakeholders.
• Think critically and solve problems quickly in complex, time‑sensitive situations.
• Communicate effectively, both verbally and in writing, explaining complex information clearly.
• Approach work with empathy and compassion, understanding trauma and mental health issues.
• Provide culturally competent care, respecting the diversity of youth and families served.

None

Office based, partial telecommuting with approval. Prolonged periods of sitting at a desk and working on a computer. May be requested to lift up to 15 pounds periodically.

Travel to schools, client homes, community agencies, etc.

• Bachelor’s degree in Social Work, Psychology, Sociology, or a 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.

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

• Competitive Compensation
• Incentive Pay for Specific Roles
• Generous Paid Time Off (starting at 44 days of paid leave a year)
• Up to 6% Annual Contribution to Your Retirement Fund
• Free Professional Development Opportunities
• Medical, Dental and Vision Insurance
• Life and Long‑term Disability Insurance
• Generous benefits and time off policies
• Ability to work with children through a mission‑driven organization
• Signing Bonus Eligible
• Sign‑On Bonus: $4,000 (Paid 1/2 within 90 days and the rest after 6 months)
• Retention Bonus: $1,000

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