On-Call Client Engagement Specialist

Overview

DESC (Downtown Emergency Service Center) is a nonprofit organization working to help people with homelessness, substance use disorders, and serious mental illness through comprehensive services, treatment, and housing. DESC is the region's leading provider of services to multiply disabled adults who have experienced chronic homelessness, serving almost 3,000 people each day. Our integrated service model aims to help people secure and maintain appropriate, safe, and affordable housing.

We are seeking On Call Client Engagement Specialists (CES) who will work within the Client Engagement Team across two locations:
Hobson Clinic and the Downtown Behavioral Health Center.

• Be present in all main operating areas of both Hobson and Pioneer Square clinics for client engagement and de-escalation; be a welcoming presence and direct clients to services, including occasional escort and regular rounds in low and high-risk areas.
• Be present in outdoor spaces near the clinic to engage community members, orient them to DESC services, walk rounds in the neighborhood, escort clients to DESC buildings, and participate in clean-up activities.
• Initiate and maintain appropriate social interactions with clients and integrate behavioral health and substance use experience into work with clients.
• Monitor the general milieu, lobby, entryways, security systems, and common areas to maintain safety and a comfortable environment, even with challenging client behaviors.
• Commit to Harm Reduction and Trauma-Informed Care models, applying principles with an equity and social justice perspective.
• Demonstrate commitment to diversity, equity, and inclusion in all work responsibilities.
• Intervene to support clients, maintain order, and communicate/enforce clinic rules and policies.
• Respond to crises (medical, behavioral health, interpersonal), engage in verbal and hands-on de-escalation as needed, and coordinate with emergency response systems for higher levels of care.
• Document significant events involving clients and clinic operations in a daily log; read the log daily and coordinate with relevant staff.
• Collaborate with an interdisciplinary team to promote a safe clinic environment and respond to emergent safety issues using layered active response.
• Assist clinical staff in engaging clients through creative, resourceful strategies that build trust.
• Support staff with safety issues, help ensure cleanliness of lobby and common spaces, and participate in staff meetings, team huddles, and training with DESC and HMC staff.
• Other responsibilities as assigned.

• Be reasonably available to accept 8 am to 5 pm per-diem shifts with less than 24 hours notice.
• Maintain current contact information with supervisor (phone, email, text, etc.).
• Once a full shift is accepted, work that shift from start to finish unless extraordinary circumstances prevent it.
• Attend to work responsibilities while on duty and limit personal interruptions to break times except emergencies.
• Learn and incorporate required DESC protocols and procedures (typically 1 day of training and two shift shadows).
• Pick up at least two shifts per month as shifts are available.

• Ability to meet Washington Department of Health requirements for registration as a Registered Agency Affiliated Counselor (AAC) or equivalent credential.
• Bachelor’s degree in social work, psychology, or related behavioral science, or 1 year of relevant paid work experience with ability to perform required duties.
• Ability to drive a vehicle for agency business; valid Washington State driver's license and insurable driving record required.
• Interest in working with clients who are difficult to engage and maintain in traditional mental health/substance use programs.
• Experience with behavioral health conditions and de-escalation / Crisis Prevention & Intervention (CPI) or equivalent; familiarity with behavioral health treatment services.
• Willingness to become certified in enhanced behavioral de-escalation training (hands-on techniques).
• Experience in human services (paid or volunteer), ideally with adults who are homeless or living with mental…