Peer Support Specialist

Job Title: Peer Support Specialist
Pay: $30.04/hour ($62,500 at 40 hrs/week)
Hours: 40 hrs/week
FSLA Status: Non-Exempt
In person/Remote: In Person 4 days/week; Remote 1 day/week
Primary Location: Lyon-Martin Community Health Services
Address: 1735 Mission Street San Francisco, CA 94103
Reports To: Care Coordination Manager

Benefits: Employees regularly scheduled for 16 hours or more per week are eligible for full benefits, which include 100% employer paid Platinum level medical plans for both employees and their minor dependent(s),  Premium dental, vision, life and acupuncture/chiropractic plans, as well as an up to 3% 403b match and access to pre-tax health, dependent care and commuter benefits.
 
Available Pay Differentials:  $1.00 per hours worked for employees certified bilingual in Spanish, Chinese, or Tagalog.

Organization Mission

The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex (TGI) communities and cis-gender women with specific sensitivity to LGBQ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay. 

We aim to eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that’s why community engagement and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education and address systemic barriers to care through policy advocacy.

Job Summary

The Peer Support Specialist is responsible for providing short-term peer case management services to Lyon-Martin patients, assisting with the navigating and overcoming bureaucratic and institutional barriers. Peer Support Specialist activities include assisting clients in accessing financial support programs (general assistance, CAAP, guaranteed income programs, the AIDS Emergency Fund, SDI, SSDI), housing programs (shelters, hotel vouchers, SROs, rental subsidy programs), food access programs (Lyon-Martin’s Community Fridge, CalFresh, Project Open Hand, Meals on Wheels), transportation (Paratransit, Lyft, Taxi vouchers) and other support programs and services (In-Home Support Services (IHSS), disability placards, help to obtain, update or replace IDs). Peer Support Specialists are certified enrollment counselors -- enrolling clients in insurance, coverage programs, and prescription assistance programs. The Peer Support Specialist may also provide accompaniments to appointments, facilitate or co-facilitate support groups, provide crisis intervention support, connect clients to workforce development or educational opportunities, and locate other programming to support the clients in improving their material realities. 

The Peer Support Specialist is expected to provide all patient care in a sensitive, trauma-informed, and non-judgmental manner, to maintain a high degree of professional competence and the highest possible ethical standards, and to function as part of a care-giving team. They, along with all staff at Lyon-Martin, are also expected to uphold and imbue in others a commitment to addressing racism, ableism, gender and sexual discrimination within the organization and our clinical practice.

Key Responsibilities

• Peer Support Specialists will be supported by Lyon-Martin in completing MHASF’s Peer Support Specialist Training Program, a free 30 day educational program that results in a Peer Support Specialist certification.
• Triage and schedule incoming referral orders for case management.
• Link patients to and enroll patients in social support programs such as financial support programs (general assistance, CAAP, guaranteed income programs, the AIDS Emergency Fund, SDI, SSDI), housing programs (shelters, hotel vouchers, SROs, rental subsidy programs), food access programs (Lyon-Martin’s Community Fridge, CalFresh, Project Open Hand, Meals on Wheels), transportation (Paratransit, Lyft, Taxi vouchers, disability placards), legal services (Bay Area Legal Aid, Oasis), care programs (IHSS) and more, and assist patients in navigating bureaucratic institutions (DMV, Social Security, Passport Agency, Vital Records, Parole, etc.). They may help with updating and/or replace identity documents, advocate for patients, and provide educational information. 
• Maintain case management schedule of at least 3 scheduled 30 minute appointments per half day and some of drop-in hours.
• Document all patient interaction in the EHR, Epic in real time. Complete all visit notes and respond to all in basket messages within the expected timeframes (same day for visit notes and urgent in basket messages; within 72 hours for routine in basket messages).
• Participate in billing credentialing procedures and follow billing procedures for appointments, responding to requests for more information as needed.
• Create resource guides to link patients to social support services.
• Support with de-escalating crisis situations in the waiting room and clinic as needed.
• Assist with restorative justice mediations with clients who break Community Agreements.
• Participate in relevant clinic meetings: All Staff, Collaborative Care, Team Meetings.
• Other duties as assigned

Competencies: 

Communication, Written: Delivers written communications that have clarity and impact including emails.

Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.

Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.

Time Management: Organizes and establishes priorities; gets the job done in a timely manner. Responds to all routine in basket messages within 72 hours and urgent messages same day, per policy. Closes visit notes same day.

Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.

Computer Literacy: Skilled computer-based work tasks; uses technology to enhance job performance. 

Teamwork: Accountable to team; participates effectively in group- and teamwork; collaborates positively with other team members; giving and accepting constructive criticism. Asks for help when needed.

Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.

Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance. Documents all interactions with clients in EHR accurately.

Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others.

Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact. 

Relationship Orientation: Establishes rapport easily with others; listens attentively to others' perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.

Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.

Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.

Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes.

Follow Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.

Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.

Education, Knowledge, Skills:

Required:

• Peer Support Specialist Certification or desire to obtain certification. (Must obtain certification within first 45 days of hire).
• Excellent de-escalation skills.
• Experience with restorative justice-based interventions or mediation.
• At least 1 year in community health care setting.
• At least 1 year experience working with lesbian, bisexual, transgender, non-binary, gender non-conforming, and intersex clients, populations with varying disabilities, racial, ethnic and cultural backgrounds and economic statuses, clients who do sex work, those experiencing homelessness, people who have challenges with mental illness and/or are using substances, those of with a history of incarceration, people of varying ages.
• Excellent computing and data entry skills.   Experience using Microsoft Office programs.   
• Integrity to handle sensitive information in a confidential manner 
• Strong customer service skills.  Sensitive to and patient with the interpersonal anxieties of others.   Easy to approach.  Spends the extra effort to put others at ease.  Warm, pleasant, and gracious.
• Maintains composure and professionalism, especially under stress.  

Preferred:

• Spanish
• Shared lived experiences with priority populations.
• Experience with Epic.