Coverage Specialist 2

LE_001 New Narrative; Portland (OR); On-site; USD 42,000 - 54,000; Full time

Job summary

New Narrative seeks a Coverage Specialist to provide real-time staffing support across Residential Programs. You will respond to live staffing needs, maintain availability, and support residents with activities of daily living and coordination of services.

The role requires a driver’s license, CPR certification, and comfort with crisis intervention. This full-time position involves shift work and potential program reassignment across Oregon.

Qualifications

• Must be 18 years of age and capable of implementing emergency procedures and disaster plan.
• Must be able to administer CPR and Naloxone (Narcan).
• Must be comfortable working independently.

Responsibilities

• Respond to real-time staffing needs across Licensed Residential programs and report to assigned sites following activation.
• Maintain scheduled availability and reliable transportation to support coverage needs during designated shifts.
• Provide direct participant support consistent with Residential Support Specialist expectations and program requirements.

Skills

Communication

Adaptability

Collaboration

Crisis Response

Accountability

Professional Judgment

Person-Centered Practice

Teaching and Coaching

Education

High School Diploma/GED

QMHA credentials preferred

Active Driver’s License

Job description

At New Narrative, we believe mental health care is community care. As a nonprofit organization, we partner with individuals to promote healing, housing stability, and long-term wellness through compassionate, equitable support. If you’re passionate about community impact, we invite you to join our team.

Full Time Position

Expected Schedule: Saturday-Wednesday, Swing Shift: 3:00pm - 11:00pm

Purpose

The Coverage Specialist provides real-time staffing support across New Narrative Residential Programs by maintaining scheduled availability to respond to last-minute coverage needs. Coverage Specialists are assigned to a designated Residential Program and are intended to be activated to relocate to other Licensed Residential Programs when staffing needs arise. Coverage Specialists also serve as a resource for staff by providing guidance related to training, policies and procedures, documentation, and program resources. When scheduled, Coverage Specialists respond to live staffing requests through the designated phone line and Microsoft Teams, helping Residential Program Leaders address immediate staffing needs. This is a direct service role. When working at a program, Coverage Specialists perform the same duties and provide the same services as a Residential Support Specialist.

Coverage Support

Respond to real-time staffing needs across Licensed Residential programs and report to assigned sites following activation. Maintain scheduled availability and reliable transportation to support coverage needs during designated shifts. Provide direct participant support consistent with Residential Support Specialist expectations and program requirements.

On-Call & Staff Support

Serve as a resource to On-Call Residential Support Specialists and Residential Support Specialist staff during scheduled shifts, providing guidance on policies, procedures, documentation, escalation protocols, and available resources. Identify training needs for follow-up by On-Call or program leadership. Support routine shift duties and site operations.

Resident Support

Actively engage with residents to support movement toward goals and transition planning using strength-based and person-centered approaches. Center resident experiences including maximum level of autonomy and personal rights. Actively participate in Team Based Care, including collaboration and participation in staff meetings. Provide hands‑on support to residents as needed in completing activities of daily living and instrumental activities of daily living such as (but not limited to) attending appointments, completing household tasks, maintaining hygiene, maintaining continence, bathing, toileting, dressing, eating and managing medication. Assist in crisis intervention utilizing nonviolent de‑stabilization techniques. Supports residents in navigating distress and conflict. Adhere to medication management protocol. Remains constantly alert to changes in medication.

Facility Operations

Facilitate fire drills and emergency procedures as assigned or as needed. Complete Safety and Sanitation Checklists twice monthly. Responsible for the health and safety of the house, seeing that the house is clean, orderly, and safe. This may include exposure to biohazardous or unsafe materials. Maintain the cleanliness of food storage areas, common areas, and employee office. Complete all shift duties as assigned. Communicate maintenance and supply needs.

Documentation & Operations

Complete required documentation accurately and within established timelines. Support the health, safety, cleanliness, and organization of assigned programs and follow applicable emergency, medication, infection prevention, and program-specific protocols. Communicate programmatic, safety, maintenance, supply, or other operational needs to appropriate leadership.

Other General Expectations

• Remain awake, alert, reachable, and prepared to respond throughout scheduled shifts.
• Maintain access to reliable transportation.
• Attend and participate in required meetings and trainings.
• Complete tasks assigned by program, On-Call, or Residential leadership.
• Fulfill all onboarding requirements and trainings within timelines outlined in New Narrative policy and procedures.
• Maintain active CPR certification at all times.
• Maintain criminal records clearance through the State Mental Health Division prior to starting employment.
• Will not work over 40 hours per week unless authorized by a supervisor.
• Follow all agency policies, procedures, and protocols.
• Maintain security of confidential information.
• This position requires temporary reassignment to programs or locations outside the scheduled site based on real-time staffing and program needs.
• This position may require working in Multnomah and Washington County as part of regular job duties.
• This position requires work across New Narrative programs that may present exposure to communicable diseases, parasites, insects, pests, environmental hazards, and unsanitary conditions.
• Employees must adhere to agency safety procedures, infection prevention practices, and required use of personal protective equipment.
• Must use personal or work cell phone for coordination and be responsive to all communications when working scheduled hours.

Core Competencies

• Communication: Communicates clearly, respectfully, and effectively with participants, staff, supervisors, and multidisciplinary team members.
• Professional Judgment: Demonstrates sound judgment when responding to real-time staffing, participant, and staff support needs and recognizes when leadership consultation or escalation is appropriate.
• Adaptability: Quickly adjusts to different programs, environments, staffing structures, participant needs, and changing priorities.
• Collaboration: Works effectively across programs and teams and contributes to a culture of mutual support and shared responsibility.
• Knowledge and Resourcefulness: Demonstrates knowledge of New Narrative policies, procedures, documentation expectations, program operations, and available resources and effectively connects staff with appropriate information and support.
• Teaching and Coaching: Effectively supports newer or less experienced staff through modeling, informal coaching, and resource sharing while maintaining appropriate role boundaries.
• Person-Centered Practice: Consistently demonstrates respect for participant autonomy, dignity, choice, personal rights, and individual goals.
• Crisis Response: Maintains composure and responds appropriately during high‑intensity situations, utilizing nonviolent de‑stabilization and established emergency procedures.
• Accountability: Reliably follows through on assigned responsibilities, maintains scheduled availability, and communicates promptly regarding changes, delays, or barriers to fulfilling role expectations.

Positions Reporting

None

Education/Certificates/Licenses/Registration

High School Diploma/GED required. QMHA credentials preferred. Current CPR certification preferred. Active Driver’s License required.

Experience/Qualifications

Must be 18 years of age and capable of implementing emergency procedures and disaster plan. Must be able to administer CPR and Naloxone (Narcan). Must be comfortable working independently. Must have an active driver's license and reliable transportation.

Impact

New Narrative residential operations are an essential part of New Narrative’s overall continuum of services. As a New Narrative employee, Coverage Specialists will help to ensure best practices, positive outcomes, and quality of service.

Employee Acknowledgement

I acknowledge and confirm I have read the above job description information. I understand and agree that it is my responsibility to speak to my immediate manager should I have any questions or concerns regarding my job duties or any content of the job description. I understand a copy of this will be retained in my individual Human Resources file.

All of our job openings are located in Portland, Oregon, and the surrounding metro areas. At New Narrative, we're dedicated to empowering people on their mental health journeys. We provide compassionate, person-centered services that foster stability, connection, and independence — helping individuals build meaningful lives in their communities. Through supportive housing, community-based programs, and collaborative care, we walk alongside the people we serve as they build resilience, strengthen relationships, and create new possibilities for their futures.