Participant Engagement Peer Support Specialist in Concord, New Hampshire at Archways

The Participant Engagement Peer Support Specialist serves as the central coordination point for participant engagement, follow-up, and re-engagement across the organization.

While initial contact, Basic Information, Intake, and assignment may occur prior to this role’s involvement, this position ensures that every participant is welcomed, oriented, actively connected to services, placed within a consistent engagement structure, and does not fall through gaps after entry.

This role combines direct peer recovery and family support with high-volume outreach, coordination, engagement tracking, and system follow-through. The position works closely with program staff, Program & Practice Leads, and management to ensure participants move from entry into active engagement and sustained participation, with clear ownership and ongoing contact.

Key Responsibilities

1. Serve as the central coordination point following participant entry, ensuring that all individuals, regardless of how they entered, are acknowledged, welcomed, and actively engaged in services.
2. Review incoming participants, including referrals, walk-ins, calls, and completed basic information sheets and intakes, to confirm status and ensure no participant remains unengaged after entry into the system.
3. Ensure each participant receives a consistent engagement greeting and orientation, including review of services, identification of needs, and clear next steps.
4. Track that each participant is assigned to appropriate staff and integrated into a caseload, with clear ownership and responsibility for follow-ups and scheduled appointments.
5. Coordinate and prioritize ongoing participant engagement, including scheduling and encouraging regular, ideally weekly, appointments with staff.
6. Facilitate direct connection to services, including scheduling appointments, coordinating group participation, and completing warm handoffs to staff or programs.
7. Support completion of Basic Information and Intake processes when gaps are identified, including completing intakes directly when appropriate or coordinating with staff to ensure timely completion.
8. Identify and conduct proactive outreach to disengaged or inactive participants using structured communication methods such as text, phone, virtual, and in-person where appropriate.
9. Deliver standardized telephone recovery services, including routine check-in calls at least monthly, with the goal of maintaining connection and supporting re-engagement.
10. Actively work to re-engage participants into services by scheduling appointments, reconnecting them with staff, and facilitating return to groups or supports.
11. Provide direct, strengths-based peer recovery and family support, primarily via telephone and virtual engagement, while maintaining a limited caseload as appropriate, and serve as a point of support when participants experience barriers, missed connections, or disengagement.
12. Maintain accurate and timely tracking and documentation of all participant activity, including referrals, engagement status, outreach attempts, connections, and outcomes, using systems such as Recoverylink and Quickbase and collaborate with program staff, Program & Practice Leads, and management to ensure alignment, communication, and continuity.

• Experience in peer recovery, family support, human services, case coordination, or participant-facing support roles
• Strong telephone, email, and virtual communication skills
• Ability to manage multiple priorities and a high volume of participant outreach and interactions
• Strong organizational and documentation skills, including tracking and case management systems
• Sound judgment, professionalism, and appropriate boundaries
• Compassionate, dependable, responsive
• Comfortable balancing relational support with structure and follow-through
• Proactive, able to work effectively independently and collaboratively
• Aligned with Archways’ mission, values, and standards of professionalism

Preferred Qualifications

• Knowledge of local community resources and referral networks