Job Description

CLIENT SUPPORT SPECIALIST ADULT DIVISION: FULL SERVICE PARTNERSHIP AND INTENSIVE CASE MANAGEMENT PROGRAMS (TAY FSP, ADULT FSP, ADULT ICM)

AGENCY OVERVIEW

Founded in 1889, Felton Institute (Formerly Family Service Agency of San Francisco) has an over 130-year history of innovation in services for vulner­able children, families, and adults. 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. With nearly 300 employees, Felton offers a dynamic, challenging, and supportive work environment.  Every staff member is supported to increase their skills, enter new domains, and increase their position and salary as their skills grow.   Felton offers an excellent benefits package and salaries that are well over the median or Bay Area non-profits. We are seeking employees who are excited by the idea of lifelong growth in the skills they bring to helping those in need.

PROGRAM DESCRIPTION

Serving adults and transitional aged youth with serious mental illnesses, the intensive case management and full service partnership programs provide an intensive array of recovery-oriented services and supports, including housing and basic needs assistance, linkage to physical health care, benefits assistance, employment services, and integrated mental health and substance abuse treatment services.

JOB DESCRIPTION The Client Support Specialist is an important role that supports the FSP and ICM programs as the daily Officer of the Day (OD). As the Officer of the Day, the Client Support Specialist interacts with clients who come into the clinic to greet them, assess their needs, link them to on-site appointments with their case manager and the medical team, and provide them their checks and other essential items in accordance with the directives of the client’s treatment team. The Client Support Specialist monitors the flow of adult division clients at the clinic entrance and in the lobby, providing a safe and supportive environment for clientele and adhering to laws regarding confidentiality and reporting requirements. The Client Support Specialist will work alongside case managers and the med team, providing support with client de-escalation as needed. The Client Support Specialist/OD also answers calls and responds to voicemails on the Officer of the Day line and collaborates with a variety of treatment team members to help keep communication and services coordinated. Services are primarily provided in the office, with possibility of occasional field work with clients and/or PGO check pickup. The OD will meet with program manager/supervisor regularly, will perform related duties as assigned, will maintain accurate progress records for electronic billing data entry, and perform additional duties as needed.

PROGRAM SPECIFIC RESPONSIBILITIES

• Serve as the point person to greet clients who come into the clinic, assess them, link them to on-site appointments, and follow the directives of client’s treatment team to assist client in picking up checks, mail, and other essential items.
• Oversee the flow of clients at the entrance and in the lobby, ensure a safe and supportive environment in the clinic, and support clinical staff with de-escalation as needed.
• Answer and respond to calls and voicemails on the OD line and collaborate with treatment team members to communicate accurate information to callers.
• Adhere to confidentiality and reporting requirements and maintain progress records for electronic billing data entry.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree required - preferred in social work, psychology, or related fields of study
• Passion for working with individuals living with severe mental illness, substance abuse, and/or who are homeless.
• Lived experience with mental illness, caring for a loved one with mental illness, or working with individuals with mental illness preferred
• Ability to provide excellent customer service to at-risk populations
• Willingness to work from a strength-based, harm reduction, client centered model
• Strong organizational, communication, time management, and interpersonal skills a must.
• Ability to maintain accurate and timely documentation of work
• Ability to thrive in a fast-paced environment and to organize many tasks at a time and follow through
• Ability to follow instructions and work under the direction of others
• Ability to be a team player with a welcoming and positive attitude
• Working knowledge of word processing (i.e. Microsoft Word, Excel) as well as Outlook e-mail and calendars
• *Bi-lingual skills a plus

Company Description

Agency Overview Founded in 1889, Felton Institute (formerly Family Service Agency of San Francisco) has a 131-year history of innovation in services for vulner­able children, families, and adults. Felton’s mission is to respond to human needs with cutting edge social services and treatment that combine the best social science research with cultural sensitivity, a deep respect for the consumer, and a commitment to social justice. With over 40 programs in 11 languages at sites throughout the San Francisco Bay Area and surrounding counties, our comprehensive array of services reaches across all racial, ethnic, cultural, and linguistic lines. At the heart of our work is the belief that individuals and families in crisis must have access to services and resources to help them build on their inherent strengths and develop self-sufficiency. Felton offers a dynamic, challenging, and supportive work environment where staff is encouraged to increase their skills and enter new domains.