Personal Service Coordinator

Bonita House; Oakland (CA); On-site; USD 36,000 - 40,000; Full time

Job summary

Bonita House is seeking a Personal Service Coordinator in Oakland to provide outreach, engagement, and field-based support for IHOT participants. The role blends counseling, coaching, and service coordination to help clients access mental health resources and build recovery-oriented lives.

The PSC conducts crisis counseling, uses Motivational Interviewing, and coordinates with the team to plan services, track progress, and ensure timely referrals across providers.

Qualifications

• Lived personal experience with mental illness, homelessness, and/or co-occurring disorders.
• Understanding and practice of culturally sensitive direct service delivery.
• Must possess strong engagement skills.
• Strong organizational, detail oriented, and time management skills.
• Excellent verbal and written communication; able to juggle multiple priorities.
• Ability to build respectful working relationships with participant.
• Ability to intervene in crisis situations using de-escalation techniques.
• Proven ability to work independently, effectively as an individual and part of the team.
• Travel to multiple Bay Area locations as part of duties.

Responsibilities

• Provide outreach, engagement, and rapport building to prospective IHOT participants.
• Use the story of recovery to instill hope and support and inspire others to embrace their recovery.
• Provide direct services to participants including outreach, engagement, and linkage to services to meet immediate needs and crisis counseling.
• Utilize Critical Time Intervention, Stage-based Treatment, Motivational Interviewing, and assertive-field-based outreach to support participants in seeking mental health services.
• Accompany participants to appointments and other services engagement.
• Provide community support groups and other activities to support in the building of community.
• Provide support, role modeling, and coaching to participants in the program.
• Provide linkage and warm handoffs to long-term mental health providers.
• Collect data and provide information for reports to funders and other community partners regarding services provided and outcomes.
• Bill services to MAA and maintain case notes.
• Participate in case conferences, team meetings, and periodic training opportunities.
• California Driver's License and Own Vehicle; travel as required.
• Must be able to gain clearance to visit jails and correctional facilities.

Skills

Engagement skills

Crisis intervention

Outreach coordination

Case management

Motivational Interviewing

Communication skills

Education

Bachelor’s degree preferred

Job description

Position Description

Job Title: Personal Service Coordinator

Reports to: Program Supervisor

Classification: Regular, Full-Time, Non-Exempt

Pay Range: $26.00 - 28.85 per hour DOE

Location: Oakland, CA 94612

About Us: Bonita House, Inc. (BHI) is a nonprofit mental health agency with multiple sites in Alameda County and an operating budget of $14.5 million. Founded in 1971, BHI provides social rehabilitation including a full range of Medi-Cal services to adults with co-occurring serious mental health and substance use disorders.

Our Mission: To empower people living with mental health and co-occurring substance use challenges to achieve recovery, self-sufficiency, and deeply connected, meaningful lives within their communities.

Our Values: Compassion:Committed to caring, dignity and kindness. Respect:Honor each individual and provide highly ethical services. Progress:Leading the way in creating opportunities to change for the better. Resilience:Channeling hope, building strengths to successfully recover, adapt and grow. Embracing Differences:Honor and celebrate our diverse communities and individual uniqueness.

Position Summary

This position will provide outreach, engagement, and rapport building to IHOT participants. The Personal Service Coordinator (PSC) is a key point of contact with clients, responsible for coordinating services across the team. Per the ACT model, most of their work is performed with clients in the field. PSCs serve multiple functions as full-service case managers, providing counseling, coaching, skills building, brokerage, group facilitation, budget assistance, outreach, socialization, education, assessment, service planning, risk assessment, crisis intervention, and safety planning.

Primary Responsibilities

• Provide outreach, engagement, and rapport building to prospective IHOT participants.
• Use the story of recovery to instill hope and support and inspire others to embrace their recovery.
• Provide direct services to participants including outreach, engagement, and rapport building, linkage and referral to services to meet participant’s immediate need, and crisis counseling.
• Utilize Critical Time Intervention, Stage-based Treatment, Motivational Interviewing, and assertive-field-based outreach to support participants in seeking mental health services.
• Accompany participants to appointments and other services engagement.
• provide community support groups and other activities to support in the building of community.
• Provide support, role modeling, and coaching to participants in the program.
• Provide linkage and warm handoffs to long-term mental health providers.
• Collect data and provide information for reports to funders and other community partners regarding services provided and outcomes.
• Bill services to MAA and maintain case notes.
• Participate in case conferences, team meetings, and periodic training opportunities.
• California Driver's License and Own Vehicle
• Must be able to gain clearance to visit jails and correctional facilities.
• Other duties as assigned.

Qualifications and Requirements

Required:

• Lived personal experience with mental illness, homelessness, and/or co-occurring disorders required.
• Understanding and practice of culturally sensitive components of direct service delivery
• Must possess strong engagement skills.
• Strong organizational, detail orientated, and time management skills.
• Excellent verbal and written communication skills. Strong time management skills. Must be able to juggle multiple priorities at once.
• Ability to build supportive and respectful working relationships with participant.
• Ability to effectively intervene in crisis situations using de-escalation techniques.
• Proven ability to work independently, effectively as an individual and part of the team.
• Strong community networking skills and ability to build resources and relationships that improve continuity of care.
• Ability to work flexible hours, including some weekends and evenings.
• California Driver's License and Own Vehicle
• Must be able to gain clearance to visit jails and correctional facilities.

Preferred:

• Bilingual (Spanish, Mandarin, Cantonese, Vietnamese) preferred.
• Bachelor’s degree preferred but not required if the candidate has equivalent experience.

KPIs: Documentation Expectations

1. Minimum two outreach attempts to assigned clients within five days of referral
2. Minimum two outreach attempts within five days of referral
3. Minimum one weekly outreach attempt for the next 90 days
4. Minimum 15 client contact hours per week
5. Responsiveness to the client and/or staff emails and voicemails within 24 hours or next business day

Work environment/Physical demands

The work environment and physical demands described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions, in accordance with applicable laws.

Physical Activity

The position requires periods of sitting, standing, and walking throughout the workday. Employees may be required to move between offices, program spaces, and meeting areas, including navigating stairs.

Lifting & Carrying

Must be able to lift, carry, or move items up to 15 pounds on an occasional basis.

Manual Dexterity & Communication

Requires the ability to operate a computer, keyboard, and other office equipment; to talk and hear in person and by telephone; and to read printed and digital materials.

Work Environment

Work is typically performed in an office or community-based setting with standard lighting, temperature, and noise levels. Some positions may require travel between locations as part of regular duties.

Travel required

This position requires regular travel to multiple agency and partner locations within the Bay Area. Employees must have reliable transportation and the ability to reach designated sites within reasonable travel times.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

EEO Statement

Bonita House provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.