Mental Health Resource Specialist

Jewish Family & Children's Service, Greater Boston; Waltham (MA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Jewish Family & Children's Service, Greater Boston seeks a Mental Health Resource Specialist to support callers to the Mental Health Connect helpline, conducting needs assessments, guidance, and referrals. The role emphasizes client-centered support, collaboration, and timely navigation of resources in Massachusetts.

The position is full-time with a flexible hybrid schedule and requires strong customer service and documentation skills, plus knowledge of local public benefits and housing

Qualifications

• Bachelor’s degree required; Master’s degree in related field preferred (social work, psychology, counseling, public health, education).
• Minimum of three years of professional experience providing client support, customer service, resource navigation, case management, intake, and/or related human services work.
• Experience conducting needs assessments and assisting individuals in accessing community resources and services.
• Experience working within mental health, social services, family support, and/or community resource programs.
• Knowledge of public benefits, housing resources, disability services, older adult services, legal resources, and mental health services; familiarity with Greater Boston/Massachusetts social services.

Responsibilities

• Address needs of individuals with mental illness, families, and other service providers.
• Provide telephonic support, needs assessment, guidance, and counseling.
• Educate callers about benefits, housing resources, disability services, and community supports.
• Help callers navigate systems of care and access services across MA.
• Coordinate referrals to internal programs and external resources; document and track referrals.
• Maintain current information on community resources and contribute to resource database.
• Participate in team meetings, case consultations, trainings, and program improvement initiatives.

Skills

Interpersonal skills

Communication

Customer service

Relationship building

Education

Bachelor’s degree

Master’s degree preferred

Tools

Microsoft Office

Job description

The Mental Health Resource Specialist is a member of the JF&CS Access Team, which is the first point of contact for many individuals, families, community members, and professionals reaching out to JF&CS, through our five helplines. The Access Team provides information, guidance, assessment, and referrals to help callers navigate complex challenges. The Access Team supports individuals and families experiencing mental health concerns, economic insecurity, housing instability, and other social service needs, as well as disability and older-adult related concerns.

This multi-faceted Mental Health Resource Specialist role primarily supports callers to JF&CS’s Mental Health Connect helpline and may also assist in responding to calls across all JF&CS helplines. The Mental Health Resource Specialist provides short-term, telephonic intervention, typically around one to three interactions with callers. The Mental Health Resource Specialist conducts needs assessments, provides guidance and problem-solving support, educates callers about available resources and benefits, and facilitates referrals to both internal and external services. For internal referrals, the Resource Specialist is also responsible for conducting screenings and intake assessments to ensure appropriate referrals and continuity of care. Most work is conducted one-on-one with callers via phone and email, with occasional participation in community outreach events and vendor fairs. This position requires a strong commitment to customer service, resource navigation, collaboration, and helping individuals access timely support.

This is a full-time, Monday through Friday position with a flexible hybrid schedule, including a minimum of two days per week in the Waltham office.

Responsibilities of the Mental Health Resource Specialist

• Working with and addressing the needs of the following populations: individuals with mental illness and/or disabling conditions, children and adolescents, parents and other family members, those experiencing difficulty meeting their basic needs including housing and economic insecurity, older adults and their caregivers, and other service providers and professionals.
• Providing telephonic support, needs assessment, guidance, and supportive counseling to callers around complex clinical situations, personal and family dynamics, and identified problems and unmet needs using a client-centered and strengths-based approach.
• Providing information and education regarding public benefits, housing resources, disability services, legal services, older adult programs, mental health services, and other community-based supports.
• Helping callers understand available systems of care and navigate social service, mental health, housing, and benefits systems throughout Massachusetts.
• Connecting callers to internal JF&CS programs and external community resources based on assessed needs and eligibility, and communicating effectively with internal colleagues regarding referrals, client needs, and service coordination.
• Researching and maintaining current information on community resources, programs, services, and benefits relevant to client needs and contributing to the development and maintenance of the team’s electronic resource database.
• Maintaining accurate and timely clinical and service documentation, and participating actively in team meetings, case consultations, trainings, and program improvement initiatives.

About JF&CS

For more than 150 years, Jewish Family & Children's Service has been helping individuals and families build a strong foundation for resilience and well-being. We intentionally serve and employ people of ALL faiths, backgrounds, cultures, and abilities.

We have a strong culture of professional development, work-life balance, and promotion from within.

JF&CS is an equal opportunity employer who serves and employs people of all cultures and faith traditions. Employment opportunities are available to all without regard for race, color, national or ethnic origin, religion, age, sex, gender, gender identity and expression, sexual orientation, marital status, veteran status, or disability.

Qualifications

• Bachelor’s degree required. Master’s degree in related field preferred (social work, psychology, counseling, public health, education).
• Minimum of three years of professional experience providing client support, customer service, resource navigation, case management, intake, and/or related human services work.
• Experience conducting needs assessments and assisting individuals in accessing community resources and services.
• Experience working within mental health, social services, family support, and/or community resource programs.
• Knowledge and understanding of public benefits, housing resources, disability services, older adult services, legal resources, and mental health services, and familiarity with the Greater Boston and Massachusetts social service landscape.
• Strong interpersonal, communication, customer service, and relationship-building skills.
• Strong assessment, engagement, and intervention skills with a clinical and client-centered lens.
• Ability to effectively manage multiple priorities and work with individuals experiencing complex and challenging life circumstances.
• Resilience, self-awareness, and a growth mindset when managing role-related challenges and stressors.
• Strong computer proficiency, including Microsoft Office applications and the ability to quickly learn new technologies and databases.