Outreach Specialist, Care Coordination

About Community Action House

Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values. Learn more at www.communityactionhouse.org.

In October 2021, we launched our new ‘Food Club & Opportunity Hub’ to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we publicly launched our expansion of Lakeshore Food Rescue (www.lakeshorefoodrescue.org).

Organizational budget: $9M-10M (inclusive of $5M in-kind support)

Agency Size: 60-70 staff and 2,300 annual volunteers

Our Values

Who we are. Who we aspire to be. What drives us. What unites us. Learn more, here!

- Radically Welcoming

- Guest-Centered

- Lead with Kindness

- Curiosity-Driven

- Always Improving

- Collaborative by Design

- Contagious Commitment

- One Team

Position Details

Position Type: Full-time, Regular, 40 hours/week

Overtime Status: Non-exempt

Reports To: Assistant Manager, Housing Access

Direct Reports: none

Department: Outreach

Primary Location: Food Club & Opportunity Hub

Compensation & Benefits: $21.40 - $23.00 hourly

Summary

Are you deeply concerned about the issue of homelessness in our area? Do you possess a genuine passion for forming meaningful connections with individuals? Are you eager to engage with and support our unhoused neighbors who might be struggling with Mental or Behavioral Health  or other Medical concerns? If so, we invite you to become a vital member of our Outreach Team as Outreach Specialist, Care Coordination. 

Our Outreach Team operates within a dynamic, community-focused organization. We are in search of a compassionate individual who thrives on building genuine relationships and serves as a steadfast advocate for our community. As an Outreach Specialist, Care Coordination, you will navigate various sites, including the encampments, the  Community Kitchen and Refresh, and other areas spanning across Ottawa County.

This role requires adaptability, adept problem-solving abilities, and exceptional interpersonal skills. You will provide Crisis Intervention assistance to clients experiencing challenges. Your primary objective will be to utilize your expertise to  connect individuals experiencing homelessness with vital Health and Mental Health Resources, all with the overarching goal of finding stable housing solutions for our houseless neighbors.

• Locate and build relationships with clients experiencing homelessness throughout Ottawa county; identify their barriers and make appropriate referrals to local resources
• Engage people experiencing homelessness in Holland at established “inreach” and “outreach” service locations such as the library, Community Kitchen, Refresh, and throughout the community.
• Screen Individuals for potential of medical and mental health concerns and work to connect or vita resources aimed at addressing the presented barriers
• Provide long term case management services to clientele including: relationship building, assessment, engagement (goal setting in the areas of obtaining housing and other community resources), advocacy (collaboration with service providers and references for housing) and termination
• Provide crisis intervention at locations such as Refresh, Herrick District Library, and the Community Kitchen. The role will focus on helping guests experiencing mental health crises through de-escalation, offering mental health first aid, and connecting them with a CMH team member or hotline as needed.. 
• Support guests who have completed their assessment with Community Mental Health’s (CMH) Access Program and are waiting for care or just starting on their treatment plan.
• Support guests with their follow-up contact to their care treatment team member within CMH, providing access to phone and text, along with reminders of upcoming appointments.
• Assist clients with a variety of tasks including applying for benefits from local, state, and federal agencies and locating appropriate resources 
• Carefully listening to client stories with the ability to both empathize as well as search for solutions to potentially ambiguous underlying issues
• Support team members with data entry, case notes, and database management projects as assigned
• Maintain timely and accurate program and client records across multiple required platforms. 
• Works collaboratively with a cross functional team to ensure highest client service and to ensure programming efficiently and effectively helps our guests build skills to achieve a stable and prosperous life.
• Update and learn about new community, local, state, and federal resources that may benefit our guests, as they become available.
• Analyze guest data to better understand service gaps and increase quality of service.
• Other duties as assigned.

• General Direction: Receives broad guidance and direction and has some autonomy in decision-making and flexibility in determining how to achieve goals. Supervisor provides support and resources as needed but may not be directly involved in day-to-day decision-making or task assignments.

• Informal Supervisor: Does not have formal people leading (supervisory) responsibilities. May influence others based on their expertise or relationships; lead projects with other teammates; and/or provide guidance or mentoring to other colleagues.

• 2 years of relevant experience required
• No supervisory experience required
• Some college required. Bachelor's Degree preferred.; or in place of a degree, equivalent years of experience
• Community Health Work (CHW) certification in Michigan or willing to be trained upon hire
• Valid driver’s license
• Bilingual Spanish proficiency preferred

• Previous experience with case management or casework strongly preferred.
• Ability to work independently and without direct supervision. Ability to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities.
• Ability to work effectively in collaboration with diverse groups of people,
• Strong communication skills with a variety of guests, community members and collaborative agency team members. 
• Strong active listening skills and ability to offer empathy.
• Integrity, positive attitude, strong work ethic, and self-directedness.  Strong in critical thinking & problem solving
• Suicide Prevention, and Deescaltion technicques and skilled in conflict resolution and crisis management.
• A team player with a flexible and creative approach within a friendly, yet demanding, work environment
• Creativity in developing new and innovative approaches to challenges with a strong commitment to continuous improvement.
• Comfort with technology and database entry and management with Experience in recording case notes and database management preferred. Working knowledge of Google applications and platforms.
• Self-reflective, humble, and able to compassionately engage and process with coworkers and diverse populations with a history of trauma
• Knowledge of client systems and the greater Holland community and Ottawa county, particularly the culture of poverty and an understanding of medical challenges and mental illness.
• Knowledge of the lived experience, systems-level barriers to housing, and resources available to houseless neighbors, preferred
• Demonstrate a genuine passion for our mission and a commitment to upholding our team’s values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team
• Ability to work effectively in collaboration with diverse groups of people.
• Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs.
• A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture.
• Proficiency in clear and effective written and verbal communication, and ability to develop trusting professional relationships.

• Occasionally work in stationary position 
• Frequently move about work area
• Frequently reach with hands and arms
• Occasionally ascend/descend (stairs/ladder/etc.)
• Occasionally bend, stoop, kneel, crouch, or crawl
• Continuously use eyesight clarity/accuracy or visual perception
• Frequently read and understand written word
• Frequently drive a vehicle for work
• Frequently operate computer and general office machines
• Frequently  Work outside in variable weather conditions
• Occasionally ability to push, pull, and lift up to 20 pounds

• Access to consistent and reliable transportation
• Ability to hike to outdoor encampments in variable weather conditions
• Evening hours occasionally, on an as-needed basis
• Weekend hours occasionally, on an as-needed basis

Application

Interviews are conducted on a rolling basis until position is filled. To apply, submit resume and 1 page cover letter, depending on position. Contact peopleandculture@communityactionhouse.org with questions.

Equal Opportunity Employer

Community Action House is committed to creating a diverse work environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, childbirth, medical condition related to pregnancy or childbirth), sexual orientation, and gender identity, national origin, disability, age, genetic information, height, weight, marital status, veteran status, or any other status protected under applicable federal, state, or local laws. We encourage applicants of all backgrounds to apply.

Note: This Job Description is a description of the typical duties of this position, and is not intended to be a comprehensive list of all duties. Job incumbents may be asked to perform other duties as required.

Salary : $21 - $23