Position Summary: The Bilingual Service Coordinator is primarily responsible for providing continuous coordination of culturally specific services for Latino immigrants who have experienced intimate partner violence seeking services with the HRM. This position is responsible for welcoming and orienting new residents to the program; providing crisis intervention and safety planning; developing a culturally relevant intervention strategy; and connecting clients to basic needs and social support systems. The primary role of the Service Coordination department is to remove barriers so that survivors have a clear path to their goals and stability. A successful Bilingual Service Coordinator maintains regular contact with their clients, manages their time effectively to ensure timely provision of services, and is flexible to accommodate their clients work/study hours and essential appointments. This position is also responsible for providing once weekly coverage on the 24-hour Hotline and online chatline. The Service Coordinator must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, working with marginalized communities, and must be comfortable working in a Voluntary Services program model.
Standard Schedule:
This position is a full-time member of the Stability Services team with non-essential staff status. Standard work schedule for the position is traditional hours Monday-Friday with at least 80% of the work based in HRM’s confidential shelter location in Baltimore City. This work may be on site or facilitated through remote technology if confidentiality and safety are secured for participants. The staff will be available to work weekend or late hours with notice to provide access to essential services to clients unavailable during traditional operating hours. Covid edit: Onboarding is completed onsite. Then, this position works a modified onsite schedule until conditions permit a return to usual working conditions.
Primary Responsibilities:
· Provide comprehensive and culturally relevant coordination of services for a caseload of approximately 15-25 clients, prioritizing Latino immigrant participants. Caseload incudes clients in residential services as well as in the community all referred from HRM 24 hour hotline, other HRM departments, and self-referral through walk-in.
· Work with participants to make introductory contact within 24 hours of receiving case assignments, provide a thorough assessment of needs through a modified bio-psycho-social assessment. Create a comprehensive and culturally relevant service plan with timeline for completion, coordinate with internal and external providers of services, and follow up with participants after closing of case file.
· Work with participants to clearly identifying support networks in the participant’s life, assist in growing these networks, and show client how they might contribute to the participant achieving goals. Assist client in identifying safety concerns and creating detailed safety plans.
· Guide and support participants to increase self-sufficiency skills, safety, education on domestic violence, and problem solving in group and one-on-one settings. Educate participants on U.S. or Maryland processes, rights, and systems including teaching self-advocacy skills and advocating on behalf of participants when necessary to achieve participant goals.
· Maintain paper and electronic case files on each participant in keeping with program standards.
· Assist program management in compiling necessary statistical data and narrative for grant reports and applications.
· Assess participant’s mental health, physical health, and substance abuse needs. Make recommendations for further treatment and coordinate a plan with external providers for addressing those needs while respecting the cultural beliefs of participants.
· Coordinate participant’s use of agency and community services to provide comprehensive and unduplicated services that maximize participant success, including organizing team meetings.
· Provide or arrange for interpretation services, as necessary.
· Visit participants in home environments that have been determined to be safe.
· Participate in team meetings; make recommendations concerning individual participant’s eligibility material/financial assistance, and set exit dates and plans for clients in the program.
· Participate in Team meetings to discuss outreach and services in the Latino community. Assist with coverage of the community walk in site.
· Assist participants in planning for exit from program, including connecting participants with other agency services and outside local resources.
· Assess and screen participants for entry to HRM residential programs. Make recommendations on acceptance decisions and develop an appropriate safety plan regardless of placement type.
· Educate residents on community and agency resources and helps make connections to said resources. Shares resources with Service Coordination team.
· Provide one on one counseling for participants in crisis and to help participants resolve conflict.
· Distribute material goods in accordance with program procedure such as clothing, bus tokens, and personal hygiene supplies.
· Provide relief and back-up coverage in emergency and urgent situations if required.
· Answer 24-hour hotline as part of rotating team of staffing.