Engagement Spec-Outreach-WeCARE

Company Description

We help job seekers and career changers prepare for and advance in careers with a focus on sustainable, high-growth, high-demand industries. Our committed and well-trained workforce professionals deliver comprehensive workforce solutions at integrated career centers, sector-focused centers and community, and partner sites.

Job Description

• Duties may vary depending on programmatic areas of assignment
• Conducts outreach to customers referred by HRA for the WeCARE program to schedule clinical assessments and/or to maintain engagement in the program once assigned to an activity (e.g. SSI/SSDI or Vocational Rehabilitation Fast Track)
• Calls and meets with customers in advance of the clinical assessment or other services to review medical and other health-related documentation and assist customers in collecting documents to be reviewed during the clinical assessment process and/or to comply with program requirements to maximize benefits to the clients
• Explains the clinical assessment and other service processes to customers; provides written materials about the WeCARE program and its services, answers questions and explains program benefits
• Assesses customer need for accommodations to participate in the clinical assessment process and program activities and takes appropriate action(s) to address
• Assists in scheduling Review Physician or Evaluating Clinician activities, as well as external medical, mental health, or substance abuse evaluations with customers
• Conducts additional customer outreach to ensure engagement throughout the clinical assessment and service participation processes 
• Maintains records related to the clinical assessment and service processes in support of assessment and service delivery staff (scans documents, records activities in the management information systems of record)
• Generates real-time reports related to the clinical assessment and other program component inputs and throughputs to assist management in assigning resources and managing the process
• Ensures customer files related to clinical assessment and assigned program areas are complete and that all documents are appropriately signed off by health professionals and customers; coordinates with quality assurance staff for customer file reviews related to assessment processes
• Participates in team meetings to evaluate and improve clinical assessment and other service processes
• Participates in any required training related to the position and its responsibilities
• Understands and adheres to HRA policies and procedures and RWS standard operating procedures related to clinical assessments and customer service delivery
• Provides assistance to customers in using resource room technology and other services to enhance services and employability
• Tracks and reports on customer engagement activities
• Assists customers with resume development, job applications, interviewing skills, and other tools needed to successfully find employment
• Supports care managers with scheduling appointments and managing unit calendars
• Schedules and prepares for customer workshops, sets up rooms, ensures adequate written and other materials are in place
• Maintains the program work areas, ensures they have adequate supplies and are welcoming to customers

Qualifications

• Bachelors Degree or higher in social services or a related field such a psychology, vocational rehabilitation, or occupational rehabilitation
• Four years direct customer service experience in a clinical or social service environment
• Experience in a fast-paced, team environment that is performance driven
• Exceptional customer service and engagement skills; prefer training or experience in motivational interviewing and care management techniques
• Excellent organizational skills and strong attention to detail
• Experience with publicly-funded programs; TANF experience preferable
• Experience in assessing the need for and making reasonable accommodations for customers 
• Knowledge of laws and regulatory requirements related to program responsibilities 
• Ability to use various electronic systems to carry out duties and responsibilities
• Bilingual or multilingual preferred

Additional Information

Pay range: $20.67 to $21.53

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry’s best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are st