PROGRAM SUPPORT WORKER

The Family Connects model was developed within the context of the Durham Family Initiative, funded by the Duke Endowment in 2002, with the primary goal of reducing community rates of child maltreatment (K. Dodge, Principle Investigator). The program centers on a theory-driven and evidence-based assessment of child and family strengths and needs, provided in an informal and family-friendly manner. As a community-based program, Family Connects supports new parents in caring for their newborn(s), offers physical assessments of the mother and the baby, addresses questions about caring for the newborn(s), identifies parents’ needs, and helps to identify community services or resources that can meet those needs. In addition, through this connection to resources, Family Connects helps to identify gaps in critical community-wide resources with the goal of working toward increasing needed services locally.

Position Summary:

The Family Connects Program Support Worker works with a team of nurses to assist in coordinating Family Connects cases for Saint Anthony Hospital, including scheduling home visits for families in the birth hospital, making phone calls to schedule families missed during the hospital visits, scheduling and coordinating visits and assignments for the nurses, fielding our public information lines to answer questions and reschedule parents, and conduct post visit follow-up phone calls with each family for the purpose of monitoring customer satisfaction and tracking referral outcomes. PSWs will work in English and Spanish.

Essential Job Functions:

1. Coordinate scheduling of all nurse assignments and manage schedule and client database.
2. Assist with in-hospital recruiting as needed:
   1. Establish initial contact with families at local birthing hospitals. Successfully engage, recruit, and schedule families for nurse home visits.
   2. Build relationships with hospital birth center management and staff including attending meetings, providing educational in-services, and troubleshooting recruitment problems.
3. Schedule clients by phone that are missed during in-hospital recruiting.
4. Conduct post-visit connection (PVC) phone calls with families, track services contacted and received, and provide referrals when necessary.
5. Handle mailing of appointment cards and PVC surveys.
6. Act as primary public contact to answer questions and reschedule home visits as needed through the public office line in English and/or Spanish, info email and online scheduling tool. Follow up with families in a timely manner, show good customer service and coordinate coverage in this area when not in the office.
7. Work as an active member of the Family Connects team by attending all regular staff meetings, Family Connects planning meetings, in-service trainings, and other meetings as required.  
8. Complete other duties and tasks as assigned by Clinical Director and program leadership.

Minimum Requirements:

1. High School Diploma and two years clerical experience required; A.A. or B.A. and experience in healthcare preferred.
2. Excellent verbal and written communication skills with strong attention to detail and multitasking skills.
3. Demonstrated ability for collaborative work in a team environment, as well as ability to work independently to meet expected deadlines.
4. Provision of reference from most recent work supervisor plus two other prior workplace supervisors or colleagues.
5. Ability to accept personal differences, to establish trusting relationships, and to work with culturally diverse populations.
6. Excellent computer skills; especially Microsoft
7. Fluent in Spanish