FLSA Status: Non-Exempt
Department: Marketing & Communications
Reports To: Supervisor, Community Resource Center
Employee Unit: Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521.
GENERAL DESCRIPTION OF POSITION
The Community Health Worker (CHW) is committed to supporting Santa Clara Family Health Plan Community Resource Center(s) (CRC) and has a unique role in making the health of communities more equitable, especially for populations experiencing disproportionally poor health outcomes. As a trusted community member, the CHW has a deep understanding of community needs and plays an integral & multifunctional role serving as a liaison between the community and the CRC. The CHW provides outreach in community settings, screenings for Medi-Cal eligibility, and schedules one-on-one appointments for enrollment application assistance in compliance with state and federal regulatory requirements, SCFHP policies and procedures, and business requirements. The CHW supports navigation and linkages to additional resources for SCFHP health plan members and residents by referring them to the community's most appropriate programs and resources (e.g., for food, cash assistance).
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below:
- Build and maintain positive working relationships with staff, residents, community partners and governmental agencies; form and foster partnerships with safety-net and community organizations, and with government agencies.
- Act as liaison with community residents and keep SCFHP staff informed of current community issues and interests.
- Provide assistance for residents and families in completing new/renewal applications for Medi-Cal and for Covered California, by phone or in-person; educate residents on eligibility criteria, obtain personal information and correctly complete forms and submit all required supporting materials.
- Represent SCFHP and the CRC at outreach events, including health fairs, enrollment events, school presentations, and community-based organization functions.
- Contribute toward developing a community outreach planning effort to reach residents where they live, work, pray and play.
- Assist residents and families to feel comfortable engaging with health and safety-net services while addressing their fears from personal, community, and system barriers.
- Through outreach activities, engage designated populations about the CRC and related services, using best practices for engaging marginalized and high-risk individuals and communities.
- Continuously expand knowledge and understanding of community resources, services, and programs to identify service gaps; work to reduce cultural and socioeconomic barriers between residents and institutions; make recommendations for programs and initiatives to address identified issues and gaps.
- Support residents’ and families’ navigation and linkage to resources; conduct intake interviews to identify barriers to health and health equity; solicit residents’/families’ suggestions for improving their health; using “warm hand-off,” link them to appropriate resources (internal, external partners); follow up on referrals.
- Hold workshops and gatherings with health plan members and residents to improve health awareness and healthcare access.
- Contribute to the development and maintenance of resource information and materials.
- Act as interpreter when supporting non-English speaking residents.
- Organize, coordinate, and maintain records of all activities, including completing all supporting data entry.
- Prepare daily, weekly, and monthly reports on the progress and status of service delivery.
- Work collaboratively and effectively within a team.
- Identify issues, trends, and opportunities to improve efficiency and/or quality, or to better assist CRC patrons, report relevant information to management.
- Attend appropriate staff and in-service meetings.
- Perform other duties as required or assigned.
REQUIREMENTS
The requirements listed below are representative of the knowledge, skill, and/or ability required or desired:
- High School Diploma or GED. (R)
- Completion of 60-semester college units, training, or coursework. (D)
- Minimum two years of experience working with community-based organizations supporting marginalized and high-risk, underserved populations. (R)
- Experience integrating Motivational Interviewing and trauma-informed navigation assistance practices; ability to successfully complete Motivational Interviewing training. (R)
- Ability to successfully complete applicable Enrollment Application Assistant training within the first month of hire and complete the renewal on an annual basis. (R)
- Knowledge of local health and social services. (R)
- Fluent in Spanish, Vietnamese, and/or Chinese (Mandarin and/or Cantonese). (R)
- Have deep roots or lived experience in East San Jose or similar community, with secured and preserved trust from the community; ability to work with people of diverse socio-economic and cultural backgrounds. (D)
- 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)
- Experience using Salesforce. (D)
- Proficient in adapting to changing situations and efficiently alternating focus between multiple tasks to support Department operations as dictated by business needs. (R)
- Experience operating general office equipment such as multi-line phones, copiers, printers, scanner, fax, and 10-key. (R)
- 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)
- 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)
- CPR/First Aid Certification or ability to acquire certification within three months. (R)
- Maintenance of a valid California driver’s license and acceptable driving record in order to drive to and from offsite meetings and events. (R)
- Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
- Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
- Ability to maintain confidentiality. (R)
- Ability to comply with all SCFHP policies and procedures. (R)
- Ability to perform the job safely with respect to others, to property, and to individual safety. (R)
- Ability to work weekends and evenings, as needed. Dependable in maintaining schedule and adaptable to schedule changes. (R)
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 public meetings.
PHYSICAL REQUIREMENTS
Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:
- 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)
- Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 30 pounds; (R)
- 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)
- 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)
- Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
- 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.
