Outreach Substance Specialist (Hotline)
il y a 3 jours
Seattle
Job DescriptionBACKGROUND REST exists to expand pathways to freedom, safety and hope in order to end sex trafficking. REST offers programs that are centered on the strengths, needs and individual choices of each survivor we serve. We offer a continuum of care that includes outreach, a 24/7 hotline, community advocates, economic empowerment, emergency shelter, residential program, and housing services. We are inspired by our faith as a Christian organization, are dedicated to serving people of all faith backgrounds, and do not require faith engagement. Our culture is influenced by our values of belonging, honor, trustworthiness, and tenacity. All applicants for positions at REST are considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin, veteran or disability status. As a Christian organization, this position works in harmony with the organization’s statement of faith and supports the spiritual health of the organization. ROLE SUMMARY The REST Outreach Substance Specialist is a pivotal part of the outreach and crisis intervention team and reports directly to the Crisis Support Supervisor. This role involves working directly with marginalized communities to address their self-identified needs using a trauma-informed, person-centered, strengths-based, and harm reduction approach. Additionally, this role combines direct crisis intervention through the 24/7 hotline with proactive text-based outreach and direct outreach to marginalized communities, ensuring timely and effective responses to survivors experiencing crisis, in need of emotional support, and requiring resource referrals. This position works collaboratively with internal services and community partners to provide comprehensive, trauma-informed, person-centered, and harm reduction-based support services. The REST Outreach Substance Specialist serves as a liaison between survivors fleeing sex trafficking and local community support resources, ensuring they receive immediate and comprehensive care and support. ROLE COMPETENCIES Leadership Excellence: The Outreach Substance Specialist is responsible for demonstrating excellent team management skills, which includes modeling and upholding our organizational values, hold the team accountable for excellent results, coach individual team members to perform at the highest levels, motivate individual team members to work in unity, and serve as “one” voice with the organization. Critical Problem-Solver: The Outreach Substance Specialist is able to quickly see problems as they arise, collaborate with team members, peers, and the manager to work towards understanding the basis of the problem, leads the team through curiosity and a sense of possibility when identifying possible solutions and conclusions, weighs the relative risks, and makes a clear decision. Effective Communicator: The Outreach Substance Specialist communicates timely, clearly, directly, and kindly in their written and spoken words. The supervisor uses tact, excellent judgment, and discretion when appropriate. The supervisor ensures that individual team members have clear, direct, and kind communication to their staff. Technological Literacy: Proficient at Excel, Microsoft Office, Google cloud products, Apple products, and other web-based business technologies at use within REST. Culture Carrier: The Outreach Substance Specialist is a “culture carrier,” meaning that they model our values, ensures that our workplaces and teams reflect values, and holds individuals responsible and accountable for living our values. Leads through faith: As a Christian organization, the Outreach Substance Specialist models and upholds REST’s Statement of Faith. Leads through Others: The Outreach Substance Specialist accomplishes the work of the unit through others, specifically through three to five direct services staff. They collaborate with the individual team members to implement REST services framework while mobilizing and coaching the team to deliver excellent results. They also provide direct services to clients when necessary; however, their primary role is to deliver services through the team. Results-Focused: The Outreach Substance Specialist is focused on successfully driving the team to great results. The Outreach Substance Specialist collaborates with the Crisis Support Supervisor to accomplish sub-measures (goals for the team). The supervisor works with the Survivor Services Manager to evaluate how well the team is performing and to determine if adjustments are needed to improve performance outcomes. Sound Judgment: The Outreach Substance Specialist exercises tact, diplomacy, and discretion in their actions. They use both strategic and critical thinking skills to make decisions and take calculated risks that will lead to great outcomes and minimize unacceptable risks. RESPONSIBILITIES Crisis Intervention • Experienced crisis hotline de-escalation, answer and follow up with hotline providing crisis intervention, safety planning, resource referrals and emotional support., • Respond to text-based outreach inquiries and crisis situations with immediate support and appropriate resource connections, • Follow-up with all hotline callers within 24hrs to ensure access to referrals and resources, • Ensure outreach and crisis intervention support services are offered with trauma-informed care, a person-centered, strengths-based, and harm reduction approach, • Facilitate access to medical, mental health, substance use facilities, housing and social services ensuring referrals are appropriate, • Conduct individualized safety plans utilizing motivational interviewing to assist survivor in identifying coping methods, proactive steps in navigating options for substance use treatment and recovery, • Collaborate with the Crisis Support Supervisor to provide feedback and updates on hotline policies and procedures to ensure quality assurance to hotline callers, • Follow-up with crisis and/or outreach responders in order to meet immediate needs and connect survivors to appropriate services through internal and external partners and community agencies, • Complete follow up with all clients who have received resources and services to ensure needs have been met and there is a comprehensive plan for next steps, • Self-regulate when experiencing triggers, trauma-responses, or stressors in order to stay engaged, productive and meet the needs of the team and clients Collaboration and Advocacy • Collaborate with REST Wellness Advocate (SUDP) for access to treatment plans, centers and recovery programs to strengthen pathways for survivors, • Collaborate with REST Outreach team and engage in direct outreach events, • Serve as a liaison between survivors and services providers advocating for survivors’ self-identified needs including addiction recovery, • Participate in multidisciplinary case reviews and community coalitions to address the intersection of sex trafficking and substance use., • Assist in educating internal and external partner on the unique needs of survivors with substance disorder and complex trauma, • Build and update resource data base for referral purposes Quality Assurance and Reporting • Conduct quarterly wellness calls on inactive and graduated clients providing emotional support and referrals and updating key impact data in client management database., • Input client related data in REST client data base, including enrollment data, goal tracking, referrals and confidential case notes., • Ensure compliance with data reporting and deadlines required for agency standards, • Complete regular documentation including client reporting, monthly reports, grant reports, financial reports, • Ensure culturally appropriate and responsive care is provided to all survivors who interact with REST, • Work collaboratively to contribute to equity, inclusion, and accessibility in service delivery and partnerships, • Participate in all necessary REST staff meetings and trainings. Required • Experience working with survivors of gender-based violence, sex trafficking, commercial sexual exploitation, homelessness, or high-risk youth., • Demonstrated knowledge of trauma-informed, harm reduction, person-centered, and strengths-based care., • Prior experience assessing risk, stabilizing callers in crisis, and delivering trauma-informed de-escalation strategies., • Ability to regulate emotions, manage triggers, and respond calmly and effectively in high-stress and crisis situations., • Strong advocacy skills with ability to build trust, uplift self-identified needs, and navigate barriers to services (housing, healthcare, SUD treatment, etc.)., • Must be able to work some evenings, weekends, and occasional holidays to support 24/7 services., • Ability to pass a background check in alignment with organizational policy., • Bachelor’s degree in Social Work, Psychology, Human Services, Public Health, Behavioral Science, or related field; OR equivalent relevant experience (at least 3 years working in advocacy, outreach, crisis response, substance use services, or case management)., • Experience providing crisis intervention, safety planning, or hotline support with individuals experiencing violence, exploitation, homelessness, or substance use challenges., • Knowledge of substance use disorders, treatment navigation, relapse prevention tools, and motivational interviewing principles., • Proficiency in Microsoft Office, Google Workspace, CRM/client databases, Apple products, text-based web applications, and documentation/reporting tools., • Demonstrated ability to work independently, manage multiple priorities, meet deadlines, and maintain confidentiality with discretion and sound judgment. SCHEDULE This position typically works Monday through Friday with hours that vary. Occasional on-call and outside hours may be required. Some holidays may be required, and some seasons may require more than 40 hours/week. LOCATION REST’s office is located in South Seattle. COMPENSATION The starting salary for this position is $27.00/ hr. REST has adopted a salary scale as part of its compensation plan. BENEFITS This position is eligible for all benefits offered to full-time exempt employees. This currently starts at 15 days vacation, 10 days sick, 12 holidays, 100% employer-paid medical/dental/vision premiums for employee, one paid mental health hour each week, and a 403b retirement plan. Exempt employees also earn comp time after 40 hours/week. JOB CONDITIONS This position encounters a variety of daily work situations, including complex situations that require immediate attention and decision making. There may be both routine and complex interpersonal interactions to navigate with care and thoughtfulness. Processes may change based on changing needs of the organization, new technology, or new ideas for efficiency. Position operates as part of a team and engages in on-site work that may require weather advisory shifts, time spent sitting, standing, walking up and down stairs, driving, transporting items. Position works under occasional time constraints to meet objectives, and performs computer work, including using a keyboard, looking at a screen, using the internet, email, phone, and video conferencing.
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