Client Engagement Specialist

POSITION OVERVIEW

The Client Engagement Specialist works under the direction of the Client Engagement Navigation Director or Team Lead. The Client Engagement Specialist provides face-to-face services to clients who are involved with state, County, and city entities (e.g., probation, courts), and facilitates access to and completion of substance use disorder (SUD) treatment. Client Engagement Specialists are co-located throughout Service Planning Area (SPA) 4, including courts, interim and emergency shelters, Skid Row locations, permanent supportive housing (PSH) sites, and other community-based settings. This is a highly mobile, field-based role requiring regular travel between multiple sites to provide outreach, engagement, screening, and care coordination. The Client Engagement Specialist conducts initial screenings using the ASAM Triage tool and determines which SUD services are most appropriate for individuals based on an ASAM brief triage assessment outcome. The Client Engagement Specialist provides outreach and engagement, eligibility and enrollment, education, screening, appointment scheduling, reminders and follow-up. The Client Engagement Specialist will provide service navigation, ancillary referrals and linkages, documentation and reporting and agency and community education.

PRINICIPAL DUTIES & RESPONSIBILITIES

Conducts field-based outreach and engagement across multiple co-located sites in SPA 4, including, but not limited to, courts, shelters, Skid Row, and housing programs Travels regularly between assigned sites to provide consistent and responsive client engagement services Screens clients using the American Society of Addiction Medicine (ASAM) triage tool to determine appropriate levels of care Utilizes the Service Bed Availability Tool (SBAT) to identify treatment openings and coordinate timely referrals Schedules intake appointments, provides reminders, and conducts follow-up to support successful linkage to care Provides education to clients on treatment options, including harm reduction-based and abstinence based programs, to support informed decision-making Verifies client benefits (e.g., Medi-Cal) and connects clients to enrollment assistance as needed Provides service navigation, including coordination with County departments (e.g., SAPC, DMH, DHS) and community-based providers Facilitates ancillary referrals (e.g., mental health, medical care, housing services, legal support) Maintains accurate and timely documentation in the electronic health record and County systems (e.g., Sage, LRS, CMAR, TCPX) Provides outreach and education to community partners, including courts, shelters, and housing providers, regarding CENS services and treatment access Implements harm reduction, trauma-informed care, Housing First, and integrated care approaches in all client interactions Participates in multidisciplinary team collaboration, case conferencing, and coordination of care Attends required training, supervision, and team meetings Completes the one-time and annual training courses required to conduct services under Los Angeles County's Substance Use Disorder Treatment System. Implements and consistently practices harm reduction, trauma informed care, housing first and integrated care interventions. Able to serve a diverse vulnerable client populations and communicate effectively in a culturally competent manner. Able to work in a multi-disciplinary team environment, utilizing professional, open and respectful communication. Maintains a solution focused, strengths based and client centered approach with managers, co-workers and clients of HHCLA. Ensure performance management standards are met through ongoing supervision addressing barriers as they arise. Maintains client records according to HIPAA and adheres to all client confidentiality requirements and standards. Complies and maintains familiarity with agency and program policies and procedures and other applicable regulations. Maintains compliance with HHCLA policies, SAPC requirements, HIPAA, and 42 CFR Part 2 Attends and participates in supervision, staff meetings, trainings, conferences, workshops, and special projects to promote professional development. Models HHCLA approach, mission and core values in all communication, correspondence, community events, coalitions and advocacy efforts. Reports to work on time and maintains reliable and regular attendance. Maintains current licensing and/or certification as required for position. Other duties as assigned

QUALIFICATIONS & SKILLS

REQUIRED:

Education and Work Experience:

Registered or certified SUD counselor through an approved certifying body (CAADE, CCAPP, CADTP) Completion of required training in ASAM, Motivational Interviewing, Cognitive Behavioral Therapy, clinical documentation, treatment planning, and overdose prevention/Naloxone administration Experience working with individuals experiencing homelessness, substance use disorders, and/or co-occurring mental health conditions

Knowledge and Skills:

Strong understanding of harm reduction, trauma-informed care, Housing First, and integrated care models Familiarity with the ASAM criteria and SUD treatment continuum Ability to work effectively in field-based, high-acuity environments (e.g., encampments, shelters, courts) Strong engagement and rapport-building skills with vulnerable and diverse populations Ability to effectively present information and respond to questions from clients, office personnel, other employees and the public Ability to work independently and as part of a multidisciplinary team Strong organizational skills, including time management and ability to manage multiple service locations Ability to be flexible and adapt to changing work demands. Maintain high level of concentration and attention to detail for extended periods of time. Ability to respond effectively to sensitive inquiries or concerns. Maintain a high level of ethical and professional standards in accordance with agency policies. Effective communication and problem-solving skills Ability to respond effectively to sensitive inquiries or concerns. Basic computer proficiency (Microsoft Office, EHR systems, web-based tools) Must possess a valid California Driver's License, reliable vehicle, and current insurance

Certificates, Licenses, Registrations:

Registered or certified by a Certifying Organization that is approved by the Department of Alcohol and Drug Programs (ADP) (e.g. CAADE, CADTP or CCAPP) in the field of substance use and addiction treatment. Additionally, per contractual requirements, registered counselors who have not completed any coursework or who have partially completed coursework toward becoming certified must be enrolled in a course equaling a minimum of forty-five (45) hours of formal instruction with an approved substance use disorder education program (e.g. CAADE, CCAPP or CADTP) on relevant substance use disorder related topics, and do so annually until certified. Registered counselors who have completed their coursework toward becoming certified will need to complete forty-five (45) hours of coursework or continuing education units annually until certified. Proof of completion of coursework or continuing education will need to be provided to the supervisor and kept in staff files. All registered counselors must complete the certification process within five (5) years from the date of becoming registered. All counselors must fulfill the continuing education requirements specified in Title 9, Chapter 8, which includes the requirement of completing forty (40) hours of continuing education units every two (2) years. All Client Engagement Specialists must maintain active registration or certification status according to the requirements set forth by their respective credentialing body.

PREFERRED

Strong written skills Bilingual in English and Spanish and bicultural. We strongly encourage individuals with lived experience of homelessness, substance use, mental health challenges, and/or involvement with justice system to apply, as this perspective is highly valued and central to our mission.

SUPERVISION RECEIVED

Staff success and professional development are a priority at HHCLA. Staff will receive weekly individual supervision with their direct supervisor. Additionally, direct service staff will have the opportunity to participate in group supervision, which provides a learning and supportive environment to promote quality client care, self-care and a healthy work environment.

ORGANIZATIONAL RELATIONSHIPS/INTERACTION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; help maintain a healthy work environment, initiate and maintains professional interactions and communication with HHCLA employees and/or others and interacts with all levels of organizational staff and management; outside auditors, community partners and/or vendors.

LEADERSHIP EXPECTATIONS

Communication

• Effectively and consistently communicates contract and compliance directives to staff. Encourages interactive discussions and maintains an open-door policy. Ensures that all staff within the program are properly educated and informed about matters relating to the agency. Relationships and Attitude
• Models professionalism by maintaining effective working relationships, following all policies and procedures and approaching challenges with a proactive and positive attitude. Also develop strong, trusted relationships with colleagues and customers. Attendance
• Models good attendance by adhering to the regular work schedule and at times works additional or varied hours to accommodate workflow. Problem Solving
• Ability to analyze problems and implement acceptable solutions. Confidentiality
• Maintains confidentiality of all business documents and correspondence.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to: use hands to produce records and/or documentation in manual or electronic format. The employee is frequently required to stand and sit. The employee must possess ability to ensure significant communication with HHCLA's community members. The employee must regularly lift and/or move up to 10 pounds and occasionally move or lift up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, must be available to work irregular hours, shifts, weekends, holidays. The noise level in the work environment is usually moderate. Employee will constantly work in indoor and outdoor weather conditions.

AMERICANS WITH DISABILITY SPECIFICATIONS

There is one flight of stairs that must be climbed to the 2nd floor at the Beverly Site location. There is no elevator access within the office.

Pay:

From $26.00 per hour Expected hours: 37.5 per week

Benefits:

401(k) 401(k) 3% Match 401(k) matching Dental insurance Health insurance Retirement plan Vision insurance People with a criminal record are encouraged to apply Application Question(s): Do you currently have an active SUD counselor registration or certification through an approved certifying body (CAADE, CCAPP, CADTP)? Do you have a valid CA driver's license, a reliable vehicle, and current auto insurance for work related travel? This is a field-based position that requires daily travel between multiple community sites (e.g., courts, shelters, Skid Row, and housing programs), including outdoor environments. Are you able and willing to perform this type of work?

Work Location:

In person