Community Engagement Specialist - (Bilingual In Spanish Or Vietnamese Or Chinese)

FLSA Status: Non-Exempt
Department:Community Engagement

Reports To: Manager, Community Engagement

Employee Unit: Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521.

GENERAL DESCRIPTION OF POSITION
In compliance with state and federal regulatory requirements, Santa Clara Family Health Plan (SCFHP) policies and procedures, and business requirements, the Community Engagement Specialist connects and engages health plan members and residents living in Santa Clara County. This position will conduct community outreach and engagement in support of health plan member enrollment, retention and education while working to increase access to health and social resources for all residents. As a trusted community member, the Community Engagement Specialist understands community needs and has experience engaging hard-to-reach populations, meeting them where they live, work, learn, and socialize. Through on-going dialogue with residents and health plan members, the Community Engagement Specialist will play a unique role in helping identify and reduce structural barriers to achieving health equity in the community. The Community Engagement Specialist will collaborate with internal teams to provide support for projects and special initiatives to advance the SCFHP member journey.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.

1. Build and maintain positive working relationships with staff, residents, community partners and government agencies; form and foster partnerships with safety-net and community organizations, and government agencies.
2. Support Manager, Community Engagement in coordinating existing and identifying new community outreach opportunities aligned with organization goals to increase SCFHP visibility, enrollment and retention.
3. Represent SCFHP at health and resource fairs, community events, community meetings, Community Resource Center (CRC) programs, etc. to engage members and Santa Clara county residents.
4. Provide ongoing support for SCFHP's Member and Family Engagement strategy including, recruitment, onboarding, and facilitating member and family focus groups.
5. Act as liaison with community residents and keep SCFHP staff informed of current community issues and interests through the use of data collection methods.
6. Through outreach activities, engage designated populations about SCFHP and related services, using best practices for engaging hard-to-reach groups.
7. Host workshops and gatherings with health plan members and residents to improve their knowledge and confidence in accessing local services and resources, including SCFHP benefits.
8. Continuously expand knowledge and understanding of community resources, services and programs to identify services gaps; and contribute to the development and maintenance of resource information and materials.
9. Provide administrative and program support for SCFHP events and sponsorships including research, review, and submission for approval with internal oversight channels and payment.
10. Support internal special projects to advance organizational goals and enhance the SCFHP member journey.
11. Assist with creation of audience-appropriate messaging for outreach and education programs, projects and events, and gather feedback from community members to evaluate its effectiveness.
12. Organize, coordinate, and maintain records of all activities, including completing all supporting data entry.
13. Act as interpreter when supporting non-English speaking residents.
14. Prepare daily, weekly, monthly, and annual reports on the progress and status of Community Engagement.
15. Follow policies and procedures and operating instructions needed to support outreach activities.
16. Attend and actively participate in department meetings, trainings, and coaching sessions.
17. Work collaboratively and effectively within a team.
18. Attend offsite meetings and events as necessary.
19. Perform other related duties as required or assigned.
    

REQUIREMENTS - Required (R) Desired (D)
The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. High School Diploma or GED. (R)
2. Associate's degree or equivalent experience, training, or coursework. (D)
3. Minimum three years of experience working with community-based organizations supporting people who have been historically marginalized, such as people from racial and ethnic minority groups, people with disabilities, and people with lower incomes. (R)
4. Knowledge of existing resources and services from community and system partners to support the health and well-being of under-resourced communities. (R)
5. Ability to effectively communicate and engage diverse audiences of underrepresented populations in Santa Clara County. (R)
6. Fluent in Spanish, Vietnamese, and/or Chinese (Mandarin and/or Cantonese). (R)
7. Ability to quickly build trust and rapport in interpersonal relationships, maintain appropriate boundaries when supporting residents and members, and manage challenging individuals or situations. (R)
8. Proficient in adapting to changing situations and efficiently alternating focus between multiple tasks to support Department operations as dictated by business needs. (R)
9. Working knowledge of and the ability to efficiently learn and operate all applicable computer software, including computer applications such as Microsoft Word, Excel, Outlook, and Salesforce. (R)
10. Excellent communication skills, including the ability to express oneself clearly and concisely when providing service to SCFHP members, community residents, providers, and staff over the telephone, in person, or in writing. (R)
11. Ability to understand, interpret and communicate complex processes and abstract concepts for a variety of audiences. (R)
12. Ability to gather and analyze data, organize and write reports, and organize work efficiently. (R)
13. Ability to take initiative and exercise good judgment when making decisions within the scope of the position. (R)
14. Ability to maintain confidentiality. (R)
15. Ability to comply with all SCFHP policies and procedures. (R)
16. Ability to perform the job safely and with respect to others, to property, and to individual safety. (R)
17. Ability to work weekends and evenings, as needed. Dependable in maintaining schedule and adaptable to schedule changes. (R)
18. Maintenance of a valid California's driver's license and acceptable driving record, in order to drive to and from offsite meetings or events; or ability to use other means of transportation to attend offsite meetings or events. (R)
19. Have lived experience that aligns with historically marginalized communities and engaging with safety-net services. (D)
20. Experience using Salesforce. (D)
21. CPR/First Aid Certification or ability to acquire certification within three months. (R)
22. Knowledge of healthcare, Medi-Cal managed care, and Medicare programs. (D)

WORKING CONDITIONS

The duties to perform the position include a mixture of work in the office and outside the office. Incumbents are subject to frequent standing, sitting, contact with, and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications. The position also requires working outside of the office to engage the community at events, schools, and other public settings.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements: regular bending at the waist, stooping, reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 30 pounds; (R)
3. Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard, mailroom equipment); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)
5. Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
6. Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions and community/neighborhood conditions. May be exposed to moderate or significant noise levels. May be exposed to four-season weather conditions and general external environment conditions. May be exposed to crowds of people.