I) Job Purpose
Provides access and referral service coordination to families that call in to the navigation hot line. Ensures that all calls received are served timely and appropriately and in keeping with families’ rights and needs. Connects callers to most appropriate internal and/or external resources. Works with families until ensured that all needs are being met or follow up is scheduled.
May also need to perform as a Family Support Coach when needed including performing home visiting, parenting groups, support coaching and other duties conducted under the Family Support Coach position as described below.
This position fully embraces the mission and 7 key principles for providing early intervention services in the natural environment.
II) Essential Functions
A. Navigator Responsibilities:
Receives navigation referral calls. Demonstrates excellent customer service as outline below.
Researches and networks with referral sources in communities served by ECS. Accesses ECS, MHMR, community, state and national resource data bases and online live binders for referral sources.
Ensures appropriate referrals are made both internally and externally.
Maintains list of local programs and resources that have capacity to serve families.
Follows up with families as needed to determine access and service provision.
Documents calls and content of calls as required.
Meets weekly with Navigation team and supervisor.
Attends outside networking and referral source meetings as requested by supervisor.
Works closely with ECS Quality Management Resource Specialist to share and network referral sources.
B. Family Support Coach Responsibilities
Complete screenings and eligibility determinations for children and families referred to the HOPES program.
Contact family within two (2) working days of receiving the referral to schedule the initial meeting. Arrange for an interpreter/translator if needed. Attempts and documentation should occur every three days. Discuss parent/caregiver concerns. Begin to initiate needs assessment and interview with the family. Complete ASQ3 and ASQ-SE; DFPS Pre-Protective Factor Survey, Enrollment & Eligibility forms; and Routines Based Assessment (RBA).
Complete the intake, screening, and assessment within 1 week of referral
Coordinate assessments with any team members including subcontractors, informal, and formal supports that are needed. Making sure they are informed of the time, place, location, special circumstances; test materials to complete. Use a person-centered approach and discourage dual conversations
Work with the family to obtain any needed medical and court records with consent from the parent.
Obtain any needed consent forms for evaluation and release of information consents needed
Accurately complete and turn in all documentation within 1 day after completion of the appointments
Concurrent documentation is encouraged
Provide ongoing consultation/information to parents and other caregivers as identified in the service plan.
Provide detailed information about child development birth to five development
Provide general information about the importance and benefit of establishing routines, different temperaments, attachment, sensory integration, parenting, and coping skills
Make connections to community partners and outside agencies as needed by the family
Provide written and or verbal information to the physician or other community supports for the purpose of teaming at the request of the parent.
Coordinate with social service agencies (WIC, CCMS etc.), medical personnel, child cares, Head Start/EHS and ISDs to insure quality services that meet the child/family needs.
Use a coaching interaction style with parents/caregivers to implement interventions and strategies. Apply the ten key elements of coaching in early childhood coaching:
Consistent with the principles of adult learning
Capacity-building-an ongoing process of providing, creating, or mobilizing experiences through which children, parents, families, and communities enhance their ability to identify and meet development-enhancing opportunities or challenges in a sustainable way (FIPP,2002)
As hand-on as it needs to be
Practice the research-based characteristics of coaching
Joint planning using the 2-part plan
Reflection including awareness, analysis, alternatives, and action questions
Feedback that is affirmative, evaluative, directive, and informative.
Be knowledgeable of and assist in implementation for referral to the following evidence-based practices:
Nurturing Parenting Program
Pathways, if required by supervisor
As well as referral to existing community home visiting programs, if in existence
Participates in groups, committees, marketing outreach activities as requested by the Director of HOPES
Must participate in required supervision, meetings and trainings
Must complete required trainings of the agency and CEU’s of your license if applicable
Must demonstrate flexibility with work, attitude and communication with HOPES staff and families
Must have the ability to learn and implement early intervention strategies and techniques
Must demonstrate emotional control, good judgment and safe practices when under stress
Must demonstrate ethical and professional behavior
C. Perform other job duties or responsibilities as requested or assigned. Performance standards are performed as applicable with MHMR’s We CARE values “We Connect People in Our Community. We Provide Access to Services. We Link People to Resources. We Empower People.”
D. Perform other job duties or responsibilities as requested or assigned.
III) Knowledge of Laws, Regulations, Policies/Procedures, Skills, and Abilities
Ability to complete all required training.
Ability to build capacity of parents.
Knowledge of children's conditions as they relate to learning, interpersonal, behavioral, and emotional problems; also, interventions appropriate to these conditions and problems. Knowledge of medical diagnoses and conditions and their impact on families.
Knowledge of normal and abnormal child development and developmental delays, ages birth to five years old, including social-emotional development.
Knowledge of good case management principles and exceptional knowledge of community resources: school district and TEA procedures, financial, medical and social/developmental as well as other community resources for intervention and ways to access them. Ability to network and communicate with other agencies to assist in meeting a child/family's need.
Knowledge of family interventions and parent training.
Knowledge of infant mental health and social emotional developmental research and intervention techniques strongly preferred, including Trust Based Relationship Intervention.
Knowledge of protective factors and family-strengthening strategies.
IV) Internal & External Customer Service
Ability to communicate effectively both orally and in writing. Ability to keep written documentation of work with the child and family in an accurate and timely manner. Above average record keeping, time management, and organizational skills.
Ability to problem solve with families, paraprofessionals and professionals to meet a child's needs. Conflict resolution skills and motivational interviewing skills.
Knowledge, skills and ability to work effectively with families/adults from various cultural, linguistic, socio-economic, cognitive, social-emotional and educational statuses.
This position requires extensive internal (team members, agency personnel) and external (doctors, ISDs, day care providers, other agencies) contacts.
This position requires periodic travel to community meetings, home visits, parenting groups, trainings, and team meetings in a personal vehicle and in sometimes difficult driving conditions or situations.
Social Work or a Human Services field
Valid Texas driver’s license with an acceptable driving record.
Must provide license (if applicable) and official documentation of all educational attainment i.e. Transcript/Degree/Certificate
Required Supervisory Experience
Pre-employment tests including drug and TB Screening, Physical Exam including balance and lift test.
Satori Alternatives to Managing Aggression (SAMA) Protection
As a Market Driven employee, you are eligible to participate in MHMR’s employee health benefits program per company policy on your date of hire. Your eligibility for benefits, including the 401(a) (including employer match) and tuition reimbursement will take place per company policy.
- MHMR of Tarrant County (“MHMR”) and its affiliates and subsidiaries have an internal recruiting department. MHMR may supplement that internal capability from time to time with assistance from temporary staffing agencies, placement services, and professional recruiters herein after referred to collectively as “Recruiters"). Recruiters are hereby specifically directed NOT to contact MHMR employees directly in an attempt to present candidates – MHMR recruiting team or other authorized MHMR personnel must present ALL candidates to hiring managers. For more information please visit our website www.mhmrtc.org