Position Summary: The Bilingual Service Coordinator is primarily responsible for providing continuous coordination of culturally specific services for Latino immigrant victims seeking services with House of Ruth MD. This position is responsible for welcoming and orienting new residents to the program; providing crisis intervention and safety planning; developing a culturally relevant intervention strategy; and connecting clients to basic needs and social support systems. The primary role of the Service Coordination department is to remove barriers so that persons experiencing intimate partner and sexual violence have a clear path to their goals. Offsite visits are part of the job. Participants in the Service Coordination department are all victims of intimate partner and sexual violence, and have experienced complex traumatic events that shape how they interact with the people around them. The Service Coordinator must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and must be comfortable working in a Voluntary Services program model. To meet the needs of the client population, this position must be fluent in English and Spanish.
Standard Schedule: Standard hours for this position are Monday- Friday, starting between 8:00am-10:00am and finishing between 4:00pm-6:00pm with one off-schedule shift per week to attend to critical work activities (home inspections, meeting with participants with schedule conflicts, etc.) expected. This position is based on site in HRM’s Emergency Shelter Building location. Local travel around the Baltimore Metropolitan area encompasses up to 20% of the position.
Primary ResponsibilitiesProvide comprehensive and culturally relevant coordination of services for a 15-20 person caseload consisting of both Latino immigrant and English speaking participants. Participants are referred from the HRM 24 hour hotline, other HRM departments, and self-referral through walk -in.
Work with participants to make introductory contact within 24 hours of receiving case assignments, provide a thorough assessment of needs, create a comprehensive and culturally appropriate service plan with timeline for completion, and coordinate with internal and external providers of services.
Assess safety needs, make recommendations for action to improve or maintain safety.
Gather and synthesize information on participant from agency sources and from significant recent and current community support systems.
Work with participants to clearly identifying support people in the participant’s life and how they might contribute to the participant achieving goals.
Guide and support participants to increase self-sufficiency skills, safety, education on domestic violence, and problem solving in group and one-on-one settings. Educate participants on American processes and systems including teaching self-advocacy skills and advocating on behalf of participants when necessary to achieve participant goals.
Maintain paper and electronic case files in keeping with program standards.
Assist program management in compiling necessary statistical data and narrative for grant reports and applications.
Assess participant’s mental health and substance abuse needs, make recommendations for further treatment and coordinate a plan for addressing those needs that respects the cultural beliefs of participants.
Coordinate participant’s use of agency and community services to provide comprehensive and unduplicated services that maximize participant success, including organizing team meetings as necessary.
Arrange for or provide interpretation and translation services as necessary.
Educate the team on cultural considerations in working with immigrant and non-English speaking participants.
Visit participants in home environments that have been determined to be safe.
Participate in Service Coordination Team meetings and make recommendations concerning individual participant’s eligibility for financial assistance and expected termination date from the program.
Participate in Team meetings to discuss outreach and services in the Latino community. Assist with coverage of the community walk in site.
Assist participants in planning for exit from program, including connecting participants with other agency services and outside local resources.
Provide admissions screening for participants seeking to enter HRM Residential programs and make recommendations for admissions decisions, including placement assistance for Risk One victims who may require emergency shelter.
Provide one on one counseling for participants in crisis and to help participants resolve conflict.
Distribute material goods in accordance with program procedure such as clothing, bus tokens, and personal hygiene supplies.
Provide relief and back-up coverage in emergency and urgent situations if required.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
AuthorityDistributes material goods to program participants.
Creates service plans with participants. Reviews and adjusts plans as relevant.
Makes offsite visits, and visits to agency providers and landlords.
Distributes participant material and financial assistance in accordance with budget and individual participant plan that has been approved by Program management.
Recommends participants for admission to HRM programs, including Emergency Shelter or 3 day emergency hotel placements pending space.
Represents the agency with area service providers and landlords.
Arranges for or interprets for participants as needed.
Accountability/ Measures Of SuccessMeets program quality and service targets; including caseload performance standards, and deadlines for data entry efforts and reports.
Individual Service Plans are completed within 24 hours and service plans within 72 hours of program referral.
Participants meet as scheduled and are well educated on all available services.
Participants feel welcomed and receive services that are culturally appropriate and sensitive.
Material goods and financial assistance are disbursed to participants as outlined and have appropriate documentation to justify expenditures.
Follow up visits are conducted in accordance to program standards and documented accordingly.
Participant records are documented clearly, concisely, and in keeping with agency accepted professional standards.
Experience/ RequirementsTwo years of paid or volunteer experience providing counseling, case management, or victim centered advocacy. Associate degree in Human Services field may substitute for one year experience.
Oral and written fluency in English and Spanish.
Excellent oral and written interpersonal skills with a strong ability to relate to a diverse range of individuals including victims, children, donors, business leaders, human service providers, and donors.
Demonstrated ability to juggle multiple competing tasks and timelines.
Clean driving record, current state driver’s license, and reliable personal transportation.
Must pass Criminal Background Check.
Highly Preferred SkillsExperience in direct service provision with the Latinx immigrant community.
Knowledge and understanding of intimate partner and/or sexual violence.
Knowledge of local human services programs/ agencies and housing resources.