Position Summary: The Lead Outreach Specialist is primarily responsible for overseeing the work of the Outreach Specialists, ensuring that victims who walk in to House of Ruth Maryland (HRM) Community service sites and victims who are called after a police involved incident are educated about what Intimate Partner Violence (IPV) is, what services HRM has to offer victims of IPV, what systems and laws are in place to assist victims of IPV, and most importantly, how victims can improve safety and stability.   The Lead Specialist provides quality data analysis for the Lethality Assessment and Food Pantry outreach and completes reports connected with Outreach programming.  This position ensures that Outreach Specialists complete the work and documentation according to standards set out by the Contact Center Manager, including assisting in data entry and outreach calls to victims as needed to support the efforts of the Outreach Specialist.  The Lead Outreach Specialist is a public representative of the House Of Ruth Maryland, providing ongoing training of IPV, Lethality Assessment, and HRM programs and services to the Baltimore City Police Department and community-based organizations.  The Lead Outreach Specialist is a creative, energetic problem solver who exercises initiative to help victims and is a skilled professional who has excellent crisis intervention skills including empathy, compassion, listening, patience, and the ability to assess each victim’s situation relative to lethality, assist them in making a safety plan and engage them in appropriate services. As such, the Lead Outreach Specialist must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and must be comfortable working in a Voluntary Services program model.  This position is responsible for developing an excellent working relationship with other HRM programs and its staff, to ensure the timely, effective and seamless provision of services and must have the maturity and skills to work with people from economically and culturally diverse backgrounds in many different capacities. 

Primary Responsibilities:

·         In conjunction with the Associate Director, directs, manages, oversees and hires the Bilingual Outreach Specialists; oversees and coordinates work allocation, scheduling, training, supervision, and performance evaluation of the staff and ensures that all work related to timely, accurate, and effective delivery of services is completed.

·         Establishes and modifies Outreach staff schedules as necessary. Works as part of the Survivor Engagement Leadership Team to ensure adequate coverage across Contact Center and LAP programs.

·         Working closely with the Highlandtown Coordinator and Associate Director, develops and implements outreach services to immigrant, non-English speaking populations, or special populations. Works to ensure that outreach objectives in the Latinx communities are aligned and carried out with a high standard of quality.

·         Manages the Baltimore County Food Pantry site, including ensuring consistent hours of operation, promoting the services to survivors and community agencies, purchase and distribution of food and material goods, and support group/ outreach efforts. 

·         Maintains a relationship with community partners and volunteers working Food Pantry site, providing training on IPV and support for triage.

·         Ensures timely response to Baltimore City Lethality Assessment Program requests to visit Spanish speaking victims following a police involved incident.

·         Supports Spanish-speaking victim access at Highlandtown office through shared coordination of Spanish-speaking staff schedules for rotating coverage and triage services at this site.

·         Tracks and reports on grant related indicators, such as food pantry traffic and commodity distribution and capture of demographic data required for funders.       

• Analysis of results of program with a view toward impacts on HRM service delivery and resource capacity.

·         Provides crisis intervention, empathy and culturally specific support to victims at risk of serious injury from intimate partner violence. 

• Shares responsibility with Contact Center Counselors for live response to calls, chats, and walk-ins during designated shifts as needed.
• Ensures a consistent set of skill training and continuing education for all staff providing outreach and triage services, including an understanding of the Stages of Change model of engagement.
• Assists the Associate Director in providing walk in and triage response training to HRM staff.   
• Responsible for scheduling a regular biweekly shift on the 24/7 Hotline as a part of the regular rotation of staff. This coverage includes coverage on holidays as needed.

·         Assists with a minimum of 20 hours of outreach efforts and contacts to victims per week to offer safety planning, intimate partner violence education, linkages to HRM programs and services, and provide information about other appropriate community resources.

·         Ensures data quality and monitors for accuracy, timeliness, and completeness.  Assists with data entry of Contact Center data, including Lethality Assessment information, hotline call reports and other ETO inputs as needed.  All entries to be completed on a timely basis, usually within 24 hours of receipt.

• Provides presentations to organizations and other citizens about intimate partner violence, cultural considerations in engaging victims, safety planning and risk, HRM programs and services and victim rights both independently and alongside program partners.
• Participates in Survivor Engagement Team meetings and shares resource information. 
• Participates in Community Engagement Team meetings (coordinating events, etc)
• Maintains relationships with community partners and attends monthly meetings
• LPN
• Baltimore County Homeless Roundtable
• Coordinating and overseeing events targeted to engage special populations as a part of the community engagement strategy. Special populations include communities that identify as Latinx, immigrant, and LGBTQ+.
• Participates in development and practice of new Victim Coordinated Entry systems. This includes coordinating the Outreach team for response to intake requests throughout Baltimore City.
• Developing and facilitating Friends & Family Educational Series and curriculum.

·         Responsible for quarterly reports to grants that fund the Bilingual Outreach program.

·         Meets weekly with direct reports for a one-on-one check in, or a team meeting, to provide feedback and direction.

·         Holds team meetings regularly

Experience/ Requirements:
• Bachelor’s degree in human services field or five years’ experience providing counseling, case management, or participant centered advocacy. 
• Oral and Written fluency in Spanish and English highly preferred.
• Demonstrated ability to provide the leadership that enables staff to consistently meet goals.
• Experience in working successfully across departments/ teams to achieve objectives.
• Strong database management skills and analytical skills.
• Demonstrated ability to translate data into well written and comprehensible reports.
• Two years’ experience doing outreach, answering hotline or working in customer service.
• Knowledge and understanding of intimate partner violence.
• Ability to organize information and present it to a wide variety of audiences.
• Flexibility in scheduling to work non-standard hours as needed.
• Demonstrated ability to make decisions which de-escalate conflict and/or resolve a crisis effectively.
• Knowledge of local human services programs/ agencies and housing resources.
• Excellent oral and written interpersonal skills with a strong ability to relate to a diverse range of individuals including victims, children, donors, business leaders, human service providers, and donors.  Particular emphasis on communication over the telephone.
• High degree of accuracy and attention to detail.
• Must pass Criminal Background Check.