Outreach Service Coordinator I at Step-Up on 2nd Street – San Bernardino, California
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About This Position
OUTREACH - SERVICE COORDINATOR I
ILOS-Community Supports
JOB TITLE: Outreach Service Coordinator I
REPORTS TO: Program Manager / Director of Community Supports
HOURS: 40
CLASSIFICATION: Non-exempt
REQUISITION NUMBER: 1771
SUMMARY: Community Supports-ILOS is funded through California Advancing and Innovating Medi-Cal (CalAIM) and is a program that coordinates care by utilizing a person-centered approach to maximizing individuals’ health and life trajectory. Community Supports-ILOS services are medically appropriate and cost-effective alternatives to services covered under the state plan. All Community Supports members must be enrolled in a Managed Care program such as Inland
Empire Health Plan (IEHP) or Molina Healthcare. Step Up is a contracted provider of In Lieu of Services (ILOS) – Community Supports, and Managed Care Plans refer qualified members directly to Step Up’s CS-ILOS Programs. Step Up provides services intended to improve members’ housing stability, health outcomes, and social determinants of health. CS-ILOS services consist of a care team providing in-person care management and care coordination aimed at identifying and managing comprehensive needs through improved housing stability, health outcomes, and community integration. The UTC Outreach Specialist (Service Coordinator I) is responsible for conducting outreach and engagement with members who have been referred to Community Supports but are currently identified as UTC (Unable to Contact). The UTC Outreach Specialist works to locate, engage, and re-engage members in services and support enrollment into Community Supports services. This position provides primarily field-based outreach services throughout San Bernardino and Riverside Counties and works closely with the Community Supports care team to ensure members are successfully connected to services.
BENEFITS AND WHAT WE OFFER:
DUTIES: The following reflects essential functions for this job but does not restrict other tasks, which may be assigned: Under the supervision of the Program Manager, the UTC Outreach Specialist (Service Coordinator I) is responsible for working effectively as part of the program to provide outreach, engagement, and care coordination to members referred to Community Supports who have been difficult to contact or disengaged from services. The UTC Outreach Specialist will provide primarily field-based services including outreach, engagement, resource linkage, and collaboration with healthcare providers and community organizations to ensure members are successfully located and connected to Community Supports services.
Direct Service and Support
- Conduct outreach to members identified as UTC (Unable to Contact) through field visits, phone outreach, and coordination with community partners.
- Locate members in the community using referral information and outreach strategies to initiate contact and engagement.
- Develop rapport with members and introduce Community Supports services using person-centered and trauma-informed approaches.
- Assess immediate needs including housing instability, medical concerns, behavioral health needs, and other social determinants of health.
- Provide crisis intervention or connection to urgent resources when immediate needs are identified.
- Educate members about Community Supports services and support enrollment and engagement into the program.
- Coordinate with Service Coordinators, Care Coordinators, and program leadership to transition engaged members into appropriate Community Supports services such as housing navigation or housing tenancy and sustaining services.
- Provide advocacy on behalf of members in the community and assist with connection to healthcare providers, social services, and community-based resources.
- Collaborate with hospitals, shelters, outreach teams, local agencies, and other community providers to locate and engage referred members.
- Participate in collaborative outreach efforts and community engagement activities when appropriate.
- Provide transportation or accompaniment when necessary to support member engagement and connection to services.
- Build and maintain positive working relationships with members through consistent engagement and community presence.
- Participate in staff meetings, trainings, individual supervision, and program activities as required.
- Model the highest ethical behavior in relationship with co-workers, supervisors, members, providers, and community partners.
- Promote a collaborative and effective working environment through effective communication and teamwork.
- Perform other duties as required to support the success of the Community Supports program.
Documentation and Data Collection
- Complete and maintain accurate documentation within the Electronic Health Record system to ensure compliance with regulatory requirements and program standards. • Complete intake documentation required for member enrollment into Community Supports services once contact has been successfully established, ensuring all required forms, consents, and enrollment documentation are completed according to program requirements.
- Document all outreach attempts and member contacts within program timelines.
- Maintain documentation for each outreach activity within 48 hours of service delivery.
- Maintain an accurate and up-to-date calendar reflecting daily outreach activities and member contacts.
- Enter member demographic information and outreach activities into program systems as required.
- Ensure the privacy and security of Protected Health Information (PHI) in accordance with HIPAA and Step Up policies.
- Participate in required compliance and documentation trainings.
SKILLS: Knowledge of, or experience with case management, mainstream benefits and services competencies such as Critical Time Intervention, Motivational Interviewing, Trauma Informed Care, Housing First, Harm Reduction, etc. Ability to work collaboratively with others and in a team. Initiative and solution focused practice. Uses good time management skills and resources to balance case load direct service and paperwork. Works within skills and scope of practice asking for support and training to improve abilities when needed. Ability to work as a team member on the streets, in homeless facilities or with other homeless community providers such as police, churches and hospital ER’s. Ability to engage individuals on the streets in a meaningful manner which imbues trust enough to accept services offered. Bilingual (English
Spanish preferred). Understanding of, and a commitment to, high preforming team practices.
QUALIFICATIONS:
AA degree or equivalent. A valid California driver’s license and clean driving record. A reliable vehicle and valid automobile insurance is mandatory, as automobile travel is required in the Inland Empire either by personal or company vehicle. Step Up will verify these requirements. A clean report Department of Justice background check.
SUPPLEMENTAL INFORMATION: Work with people experiencing homelessness whether on the streets, in shelters or other places of habitation or services, may present inherent challenges and difficulties such as: exposure to bed bugs or other infestations, unpleasant smells or odors, individuals who may have poor hygiene or unclean homes due to homelessness, mental health symptoms, or poverty. Additionally, in working with our members, employees may encounter
instances of profanity, sexually explicit or derogatory language, or verbal or physical expressions of anger and trauma. Very rarely do these situations ever escalate to physical contact, and negative or derogatory communication patterns can often be negotiated successfully. All direct care staff are provided adequate training to develop skills to deescalate crisis situations that may arise and Step Up has established procedural safeguards for all employees to mitigate (but not eliminate) these inherent risks of employment.
Please Note: This position is part of the Service Employees International Union (SEIU721) Bargaining Unit
PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; handle or feel; reach with hands and arms; talk; and hear. The employee is frequently required to walk, balance, stoop, kneel, and/or crouch. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Keyboard data entry required.
Step Up utilizes the principles of trauma-informed care and mental health recovery. These principles inform our Core Values of Hope, Wellness, Voice and Choice, Respect, and
Collaborative Relationships. As representatives of Step Up, employees agree to adhere to these values in their interactions with members, colleagues, supervisors, and associated community members.
STEP UP CORE VALUES
HOPE – We believe all people have the capacity for positive growth and change. We use hope to inspire and motivate ourselves, our members, our colleagues, and our community.
WELLNESS – We believe in promoting a culture that supports healthy and fulfilling lives. We use a supportive environment to foster well-being for ourselves, our members, our colleagues, and our community.
VOICE AND CHOICE – We believe in the right to choose and be heard. We use voice and choice to create meaningful outcomes and empowerment for ourselves, our members, our colleagues, and our community.
RESPECT – We believe in promoting interactions that are non-judgmental, transparent. We use respect to guide all of our words and actions with ourselves, our members, our colleagues, and our community.
COLLABORATIVE RELATIONSHIPS – We believe in forming partnerships to share resources, knowledge, and experiences. We use collaborative relationships to strengthen accomplishments for ourselves, our members, our colleagues, and our community.
Step Up provides equal employment opportunities without regard to age, ancestry, color, creed, mental or physical disability, marital status, medical condition, national origin, race, religion, sex, sexual orientation, veteran status, or any other consideration made unlawful by federal, state, or local laws.