Client & Family Support Specialist

Schedule: Monday – Friday | 8:30 AM – 5:00 PM
Compensation: $25.00-$27.00 / hr
Location: In-Person -  Santa Rosa, CA
FLSA Status: Non-Exempt

About Pacific Health Group
At Pacific Health Group, we are at the forefront of revolutionizing healthcare, providing clinical, behavioral, and social support services through a whole-person, community-based, and trauma-informed approach. Our Client and Family Support (CFS) Program focuses on empowering families and caregivers of Full Service Partnership (FSP) clients to support loved ones with behavioral health challenges. As a Client and Family Support Specialist, you will act as an expert navigator and compassionate advocate, using your personal knowledge and lived experience to help families build community resources, access services, and model resilience.

What This Role Looks Like (Day-to-Day Reality) This is a high-impact, field-based role supporting members in the community.

• Provide services in the community, at FSP sites, and at the PHG Santa Rosa Office.
• Act as an empathetic guide and non-clinical mentor to help FSP clients and their families navigate complex health and social services systems.
• Facilitate educational workshops and weekly drop-in Resource Clinics.
• Collaborate directly with FSP teams, clients, and their support networks.
• Travel locally within Sonoma County to meet members and community partners.

What You'll Do

System Navigation & Advocacy

• Engage families and coordinate directly with the client and their FSP team to develop a family-inclusive Individual Service Plan (ISP) within 30 days of enrollment.
• Provide guidance on accessing all levels of care within the Sonoma County DHS-BHD, including Specialty Mental Health Services and DMC-ODS services.
• Connect families to community resources such as housing assistance, food security programs, and employment services with closed-loop referrals.
• Provide information, advocacy, and direct support regarding legislation, legal processes, and formal grievance processes through the DHS-BHD Patients' Rights Advocate.

Education & Workshops

• Host regular educational workshops on topics such as effective communication strategies, crisis de-escalation, boundary setting, and self-care for caregivers.
• Provide psychoeducation on SMI and SUD diagnoses, recovery models, and harm reduction principles.
• Staff weekly, drop-in Resource Clinics at community-based locations utilizing a “No Wrong Door” approach to help the public access social services.

Community Outreach & Engagement

• Conduct targeted outreach to local community centers, faith-based organizations, and nonprofits to distribute culturally and linguistically appropriate information.
• Lead community education and social media initiatives to reduce stigma and foster understanding of behavioral health challenges.
• Connect families with local support groups (such as NAMI Sonoma County or Al-Anon) to foster peer support and resilience.

Documentation & Collaboration

• Track encounters, referrals, demographics, and family-inclusive ISP documentation using the designated Electronic Health Record (EHR) system.
• Record attendance for Educational Workshops and Resource Clinics.
• Gather qualitative feedback through post-workshop surveys to measure family empowerment and cultural responsiveness.

How Success Is Measured

• Improved family engagement and satisfaction with support services
• Successful navigation of health and social service systems by clients and families
• Timely and accurate documentation of case notes and activities
• Positive feedback from clients, families, and community partners
• Contribution to community outreach and education initiatives

Who Thrives in This Role

• Is empathetic and patient with clients and families facing challenges
• Possesses strong communication and interpersonal skills
• Is proactive and resourceful in connecting clients and families to services
• Enjoys community-based, field-oriented work
• Values cultural competency and inclusivity
• Passionate about supporting underserved and diverse populations

Minimum Requirements

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred
• Minimum of 2 years of experience in community health, social services, or related field
• Shared lived experience of program families is highly prioritized.
• Knowledge of behavioral health systems, local resources, and social determinants of health
• Strong commun