SUPPORT STAFF III

REQ: 39000020

POSITION TITLE: SUPPORT STAFF (ENGAGEMENT SPECIALIST)

GENERAL STATEMENT OF RESPONSIBILITIES: This is an FLSA non-exempt grant funded position and employment is contingent upon continued grant support. The Engagement Specialist is responsible for outreach and retention activities for consumers enrolled in Access and Adult Clinical Services at Region Ten. The Engagement Specialist plays a critical role in supporting individuals who have initiated outpatient services but are at risk of falling out of care due to barriers such as scheduling conflicts, transportation, financial hardship, or other psychosocial stressors. This role focuses on outreach, re-engagement, and coordination with clinicians to reduce no-show rates, prevent premature discharges, and ensure continuity of care for individuals across our outpatient services. In addition to client engagement, this role provides administrative support—including insurance verification, centralized scheduling, billing follow-up, and front-desk/back-up coverage. The Engagement Specialist works independently under standard practices and refers questionable situations to the Director of Access. Standard practices allow for the independent accomplishment of recurring tasks and use of own initiative for prioritizing the work schedule. In carrying out position duties, he/she performs in accordance with applicable professional ethics and established Region Ten policies.

QUALIFICATIONS:
The ideal candidate will have a Bachelor’s degree in a Human Services related field or at least one year of client engagement, case management, or outreach experience in clinical or community settings. Preferred qualifications include experience with data collection and reception techniques and ability to use trauma-informed language when communicating to consumers.

EDUCATION:

• Bachelor’s degree in Social Work, Psychology, Human Services or related field is preferred

EXPERIENCE:

• At least one year of client engagement, case management, or outreach in a clinical or community-based setting preferred.

CERTIFICATION/LICENSE:

• Must have QMHP status or have education and experience to apply for QMHP-E status.

The incumbent needs to possess the following knowledge, skills and abilities (KSAs):

Knowledge of: Mental health and substance use diagnosis and services (required); Trauma-informed approaches to clinical care, with an understanding of the potential psycho-social-economic barriers that may prohibit consumers from accessing services; Community Resources.
Microsoft Office Suite including Word, Outlook and Excel (preferred); Standard office practices, billing/insurance procedures, and medical terminology (preferred); interview techniques (required).

Skills in: Verbal and written communication; active listening and problem solving (required); reception and secretarial techniques (required); basic bookkeeping (preferred); math (preferred); use of office equipment, including computers; keyboarding and data entry (required); interpersonal skills (required).

Abilities to: Build rapport and communicate with a wide variety of people (required); maintain confidentiality (required); recognize and function in a crisis situation (required); follow oral and written instructions (required); work independently, and at times, in office alone (preferred); manage attendance in order to ensure full time coverage needed.

HOURLY SALARY RANGE:

GRADE 9: $21.02- $31.53 per hour

SCHEDULE: Full-time (Non-exempt) Remote work friendly, in office 1-2 days/week, depending on schedule. Monday- Friday; 8-5

LOCATION: 800 Preston Avenue, Charlottesville, VA 22903