Job Description

CLIENT SUPPORT SPECIALIST/OFFICER OF THE DAY

SENIOR DIVISION

AGENCY OVERVIEW Founded in 1889, Felton Institute also known as formerly Family Service Agency of San Francisco is the oldest nonsectarian, nonprofit charitable social-services provider in the City and County of San Francisco. Our mission is to strengthen families by providing caring, effective, and innovative social services, with special emphasis on the needs of low-income families, children, older adults, and people with disabilities, thus improving the quality of life for all San Franciscans. Felton Institute responds to human needs with cutting-edge social services and mental health programs that combine the best social science research with cultural sensitivity, a deep respect for the individuals served, and a commitment to social justice.

PROGRAM DESCRIPTION

The Senior Division Mental Health programs are part of Felton/Family Service Agency’s Geriatric Mental Health Model, which offers multiple levels of specialized mental health services to older adults living with severe psychiatric disorders. Services encompass a continuum of care centering the individual's care goals and needs, including recovery oriented treatment services. Clients served experience a range of needs pertaining to aging, risk of homelessness, institutionalization, and harm reduction/substanse use support. Under contract with the Department of Public Health's Behavioral Health Services (BHS), these program provide services city-wide that include extensive outreach to engage clients in care and multi-disciplinary support to reduce risk of individual's psychiatric hospitalization and to live within their community. The program collaborates with the broad spectrum of social service providers to connect, coordinate, and meet an individual's needs. Felton is committed to implementing evidence-based practices and behavioral health research into its community-based mental health services. 

JOB DESCRIPTION

The Client Support Specialist serves a vital role in clinic operations serving as what may be the first contact for individuals seeking mental health services and/or support. For this reason, the Client Support Specialist must strongly identify with “any door is the right door” principles as Felton strives to provide high quality mental health services to all individuals seeking recovery and treatment. This position includes greeting clients and community providers onsite, assessing presenting needs, performing service screenings, intakes, referrals, supporting client care needs through skill building and case management, and initiating coordination amongst treatment members for drop-ins and scheduled appointments. Additionally, the Client Support Specialist is responsible for staying up to date on and enacting client care directives pertaining to behavioral plan implementations, payee disbursements, and treatment team directives. The Client Support Specialist manages the Officer of the Day phone responsibilities, serve as a liaison for appointment coordination for when individuals are out sick, and triage clinical scenarios as appropriate to clinical staff and program managers. This role will primarily be based in the office and will involve monitoring the lobby to ensure individuals participate in clinic guidelines and have been attended to with regards to customer service. Additionally, the Client Support Specialist will accurately record client encounters in the client medical record within a timely manner while adhering to all documentation guidelines. Some fieldwork may be required intermittently depending on the nature of the clients’ and clinic needs.

MINIMUM QUALIFICATIONS:

• Passionate about working with older adults who may be isolated, have mental health issues, have cognitive impairments, use substances, experience homelessness, and/or may other needs that are not being met
• Actively practices cultural humilty and promotes a warm and welcoming environment for culturally and gender diverse individuals
• Demonstrated outreach, rapport building, and engagement experience
• Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines
• Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact
• Familiar with and/or ability to provide targeted case management services and mental health focused skills building services
• Ability to work in-person daily in a medical clinic setting during Monday through Friday, 9AM to 5PM
• Commitment to harm reduction principles and recovery oriented care principles
• 1 year minimum of crisis management and de-escalation skills
• Lived experience with mental health services/peer certified/trained preferred/older adult preferred
• Working knowledge of social service resources in San Francisco for older adults preferred
• Demonstrated computer skills in word processing (i.e. Microsoft Word, Excel) and ability to learn electronic charting.
• Strong skills in working independently and also as a team member
• Strong organizational, communication, and interpersonal skills (conveying warmth, empathy, and respect with others with customer service orientation)
• Ability to follow instructions and work under the direction of others
• Strong time management skills and ability to prioritize projects and follow through
• Problem solving skills: able to discern when to consult, when to make independent decisions, and able to offer suggestions for solutions
• Openness to learn, consult, and receive constructive feedback
• Ability to be a team player with a welcoming attitude
• Commitment to safety and practicing COVID 19 infection control protocols which are mandatory, i.e. wearing appropriate personal protective equipment specific to clinical scenarios