FEC Engagement Specialist

This position is eligible for a $1,000.00 sign-on bonus!

Position Summary:

The Engagement Specialist is responsible for providing overall quality assurance for the program and collaborating with Family Empowerment Center (FEC) case managers and/or social workers to engage families, identify client needs, schedule initial intake assessments and home visits, and to achieve goals related to home safety, child well-being and school attendance, parenting skills, and overall self-sufficiency. This position works with clients to triage housing, income, and benefit coordination, and provides supportive case management duties, where needed, with potential outside referral resources. The Engagement Specialist works with individuals and/or groups belonging to vulnerable populations (i.e. substance abuse disorders, domestic violence, child abuse, neglect, grief, etc.) and requires a trauma informed approach in service while implementing problem-solving interventions.

This position reports to the Family Empowerment Center (FEC) Program Coordinator. This is a Hybrid position.

The Engagement Specialist applies the principles of the organization’s signature service delivery approach, Primary Client Model (PCM™), by promoting a positive employee/client-focused experience that is appreciative of the unique strengths, values and needs that each individual brings; and by using data to inform and drive decision making. Attention is given to compliance, quality assurance, and best practices as they relate to the role.

Congreso is committed to attracting and retaining candidates who have a passion for their work and will serve as ambassadors of the agency’s mission, values, and DEI&B vision. We encourage all qualified individuals, including those of diverse backgrounds, differently abled, LGBTQ , and women to apply. Congreso is an Equal Opportunity Employer.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions listed below.

• Represents Congreso’s mission, values, and commitment to diversity, equity, inclusion, and belonging and will be an ambassador of our work.
• Meets with clients and/or families to discuss their needs to establish goals, in collaboration with FEC case managers and/or social workers.
• Develops engaging, trusting relationships with clients and/or families.
• Provides services and support outside of normal working hours to accommodate the family’s needs, as necessary.
• Supports clients by answering questions about referral, agency, and/or additional services offered.
• Reports all conflicts among clients and/or families, or serious incidents involving clients and/or families within 24 hours of the incident.
• Coordinates with FEC case managers and/or social workers to schedule initial client home visits and assessments, where needed.
• Provides case management services, as needed, including but not limited to impromptu home visits, complete family, manage crisis intervention, advocate, connect to resources, and keep case files according to program standards as needed.
• Keeps consistent, updated, detailed records in databases as required by program standards.
• Completes engagement calls, home visits, and other required activities in accordance with established timeframes, per programmatic standards.
• Ensures program quality assurance tools are utilized and updated according to deadlines.

Competencies (Knowledge, Skills, and Abilities)

• Basic understanding of Congreso’s mission, values, DEI&B vision, Mission2Impact, Primary Client Model, programs, and services.
• Demonstrates knowledge and understanding of the community needs and demographics.
• Ability to understand, acknowledge, and assess client needs to provide a timely, trauma informed approach in service.
• Ensures the appropriate handling of sensitive information and understanding for issues such as confidentiality, domestic abuse, child abuse, and mandated reporter requirements.
• Adheres to all Congreso, departmental, programmatic, and security policies, procedures, and guidelines.
• Attends all Congreso trainings and in-services as required, including relevant professional groups to maintain professional, requisite knowledge and licensure.
• Attends, participates, and facilitates relevant staff meetings to promote communication and execution of goals.
• Ability to effectively use standard office equipment, including a variety of common software programs such as Office365, UNIDAD, and other customized databases.
• Follows through on assignments, works in a timely manner, within established deadlines, and completes special projects specific to the function of the department, as needed or as directed by supervisor.
• Demonstrates ability to work independently and collaboratively with diverse groups, in a compassionate, courteous, and respectful manner that fosters an inclusive environment.
• Strong written and verbal communication skills including effective and respectful communication with individuals and groups.
• Bilingual (Spanish/English) written and verbal skills required.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Minimum Experience, Education, and Qualifications

Minimum Education:

Bachelor’s degree in social work or related field required.

FEC Engagement Specialist – FHS Job Description Page 3 of 3

Last Updated: July 2024

Minimum Experience:

1 years’ experience in a customer service role required, experience providing supportive services in a community setting a plus.

Demonstrated experience in conflict de-escalation, non-violent communication, and crisis management, a plus.

Experience using databases for reporting and analysis, a plus.

Certification/License:

Mandated Reporter training certificate required and may be completed post hire.