Engagement Specialist

## Description The Client Engagement Specialist focuses on identifying, outreaching, and re-engaging clients who are at risk of discharge or have disengaged from services. This role supports client retention, continuity of care, and agency growth by ensuring timely follow-up, barrier resolution, and reconnection to services. This position also assists clients in identifying and overcoming barriers to care, supports informed service decisions, and may assist with outpatient group sessions to help establish or reestablish services. The Client Engagement Specialist works closely with ITMs, therapists, TSS, and leadership to coordinate efforts and improve overall client outcomes. EDUCATION, QUALIFICATIONS, AND EXPERIENCE: - High school diploma or equivalent required - Case Manager I required; Case Manager II preferred - Valid and unencumbered Driver’s License required - At least 6 months of experience working with mental health and/or substance abuse populations. KNOWLEDGE, SKILLS, AND ABILITIES: - Can demonstrate or show aptitude for critical thinking and active listening. - Strong interpersonal skills. - Ability to understand and interact effectively with individuals across different cultures, backgrounds and identities. - High attention to detail while adjusting plans and priorities in response to changing circumstances. - Excellent time management skills that include planning, delegating tasks, stress management and maintaining focus. - Self-motivated with proven ability to prioritize tasks efficiently. - Proficient in collaborating on a team to work effectively with others toward a common goal, utilizing communication and trust. - Proficient use of Eleos and other agency approved documentation technology as a required function of this position In addition, must possess skill in working cooperatively and effectively with clients, staff, management, and other professional groups; in exercising mature judgment in dealing with people; in presenting ideas clearly and accurately; in reading and comprehending the English language; and in communicating effectively, both orally and in writing. This role should have an expectation of core competencies in relation to individuals with co-occurring disorders. JOB DUTIES AND RESPONSIBILITIES: This position is responsible and held accountable for the following duties: - Identifying, outreaching, and reconnecting clients who are disengaged, at risk of discharge, or recently discharged, while supporting continuity of care, retention, and access to services. Re-Engagement Outreach and Client Contact - Begin communication efforts with assigned clients after the client has missed two appointments of any type and the primary care team has completed required outreach efforts. - Conduct structured re-engagement outreach using established protocols, including phone calls, text messages when applicable, written communication, email, coordination with guardians when appropriate, and in-person contact attempts. - Complete multiple outreach attempts within defined timelines and document all efforts in the EHR according to agency standards. - Assess and determine reasons for disengagement, missed appointments, or desire to discontinue services. - Conduct Client Feedback Surveys whenever possible and document findings. Discharge Prevention and Reconnection to Care - Identify clients at risk of discharge due to missed appointments, no recent services, or other engagement concerns. - Partner with ITMs, therapists, TSS, and other team members to intervene prior to discharge whenever possible. - Assist clients in reconnecting to services by scheduling appointments, reestablishing treatment, and ensuring smooth transition back into care. - Support informed client decision-making regarding available service options. Barrier Identification and Resolution - Identify barriers preventing engagement, including transportation, scheduling conflicts, financial concerns, Medicaid lapses, payer issues, or lack of unders…