Service Coordinator

House of Ruth Maryland; Baltimore (MD); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

403(b) retirement plan

Employee Assistance Program

Job summary

House of Ruth Maryland seeks a Service Coordinator to provide continuous coordination of services for victims within HRM. On-site in Baltimore, you welcome residents, conduct crisis intervention, safety planning, and connect participants to programs while traveling up to 50% and covering the 24-hour hotline as needed.

You will engage with trauma-affected individuals, maintain careful case files, and collaborate with internal and external partners to build effective service plans and ensure

Qualifications

• Two years of paid or volunteer experience providing counseling, case management, or victim centered advocacy.
• Excellent oral and written interpersonal skills with a diverse range of individuals.
• Demonstrated ability to juggle multiple tasks and timelines.
• Clean driving record, valid driver’s license, reliable transportation.
• Must pass Criminal Background Check.

Responsibilities

• Coordinate services for a caseload of approximately 15-20 participants.
• Conduct safety assessments and develop service plans with timelines.
• Provide crisis intervention and support to participants.
• Maintain paper and electronic case files per program standards.
• Assist with statistical data for grants and reports.
• Coordinate use of agency and community services for unduplicated care.
• Visit participants in home environments when safe to do so.
• Represent the agency with service providers and landlords.

Skills

Empathy

Counseling

Case management

Crisis intervention

Interpersonal skills

Education

Associate degree in Human Services

Job description

Position Summary: The Service Coordinator is primarily responsible for providing continuous coordination of services for victims seeking services within House of Ruth Maryland. This position is responsible for welcoming and orienting new residents to the program, providing crisis intervention and safety planning, developing an intervention strategy, support system, and connection to programs. Offsite visits are part of the job. This position is also responsible for contact center coverage on the 24-hour hotline. Participants in House of Ruth Maryland programs are all victims of Intimate Partner Violence and have experienced complex traumatic events that shape how they interact with the people around them. The Service Coordinator must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and must be comfortable working in a Voluntary Services program model.

Standard Schedule: Standard hours for this position are Monday- Friday, starting between 8:00am-10:00am and finishing between 4:00pm-6:00pm. Flexibility to provide off schedule hours as needed to attend to critical work activities (home inspections, meeting with participants with schedule conflicts, etc.) is expected up to 10% of the time. This position is based on site in HRM’s Administration Building location in Baltimore City, Maryland. Local travel around the Baltimore Metropolitan area is expected and encompasses up to 50% of the position.

Essential Duties And Responsibilities

• Provide comprehensive and culturally relevant coordination of services for a caseload of approximately 15-20 participants. Participants are referred from the HRM 24 hour hotline, other HRM departments, and self-referral through walk -in.
• Work with participants to make introductory contact within 24 hours of receiving case assignments, provide a thorough assessment of needs, create a comprehensive and culturally appropriate service plan with timeline for completion, and coordinate with internal and external providers of services.
• Assess safety needs, make recommendations for action to improve or maintain safety.
• Gather and synthesize information on participant from agency sources and from significant recent and current community support systems.
• Work with participants to clearly identifying support people in the participant’s life and how they might contribute to the participant achieving goals.
• Guide and support participants to increase self-sufficiency skills, safety, education on domestic violence, and problem solving in group and one-on-one settings. Educate participants on American processes and systems including teaching self-advocacy skills and advocating on behalf of participants when necessary to achieve participant goals.
• Maintain paper and electronic case files in keeping with program standards.
• Assist program management in compiling necessary statistical data and narrative for grant reports and applications.
• Assess participant’s mental health and substance abuse needs, make recommendations for further treatment and coordinate a plan for addressing those needs that respects the cultural beliefs of participants.
• Coordinate participant’s use of agency and community services to provide comprehensive and unduplicated services that maximize participant success, including organizing team meetings as necessary.
• Arrange for interpretation and translation services as necessary.
• Visit participants in home environments that have been determined to be safe.
• Participate in Service Coordination Team meetings and make recommendations concerning individual participant’s eligibility for financial assistance and expected termination date from the program.
• Participate in Team meetings to discuss outreach and services in the Latino community. Assist with coverage of the community walk in site.
• Assist participants in planning for exit from program, including connecting participants with other agency services and outside local resources.
• Provide admissions screening for participants seeking to enter HRM Residential programs and make recommendations for admissions decisions, including placement assistance for Risk One victims who may require emergency shelter.
• Provide one on one counseling for participants in crisis and to help participants resolve conflict.
• Distribute material goods in accordance with program procedure such as clothing, bus tokens, and personal hygiene supplies.
• Provide relief and back-up coverage in emergency and urgent situations if required.
• Distribute material goods to program participants.
• Create service plans with participants. Reviews and adjusts plans as relevant.
• Make offsite visits, and visits to agency providers and landlords.
• Distribute participant material and financial stipends in accordance with budget and individual participant plan that has been approved by Program management.
• Recommend participants for admission to HRM programs, including Emergency Shelter or 3 day emergency hotel placements pending space.
• Represent the agency with area service providers and landlords.
• Meet program quality and service targets; including caseload performance standards, and deadlines for data entry efforts and reports.
• Ensure Individual Service Plans are completed within 24 hours and service plans within 72 hours of program referral.
• Ensure participants feel welcomed and are well educated on all available services.
• Ensure participants receive services that are culturally appropriate and sensitive.
• Material goods and financial assistance are disbursed to participants as outlined and have appropriate documentation to justify expenditures.
• Ensure follow up visits are conducted in accordance to program standards and documented accordingly.
• Ensure participant records are documented clearly, concisely, and in keeping with agency accepted professional standards.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Experience, Education, Certifications/Licenses

• Two years of paid or volunteer experience providing counseling, case management, or victim centered advocacy. Associate degree in Human Services field may substitute for one year experience.
• Excellent oral and written interpersonal skills with a strong ability to relate to a diverse range of individuals including victims, children, donors, business leaders, human service providers, and donors.
• Demonstrated ability to juggle multiple competing tasks and timelines.
• Clean driving record, current state driver’s license, and reliable personal transportation.
• Must pass Criminal Background Check.

Highly Preferred Skills

• Oral and written fluency in more than one language (Spanish, French, Urdu, or Arabic highly preferred).
• Experience in direct service provision with the Latino immigrant community.
• Knowledge and understanding of IPV and/or other forms of abuse.
• Knowledge of local human services programs/ agencies and housing resources.

House of Ruth Maryland offers a comprehensive Total Rewards Package that will include but is not limited to medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, and Employee Assistance Program.

House of Ruth Maryland upholds the mission of the Equal Employment Opportunity Commission by being an Equal Employment Opportunity Employer. All applicants will be considered for employment and will not be excluded because of color, race, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or age.