Position Summary: The Lethality Assessment Program Outreach Specialist serves as the first contact with victims identified through the Lethality Assessment Program. The Specialist is primarily responsible for making outreach calls to victims identified by the Baltimore City Police Department (BPD) and offers safety planning, intimate partner violence education, linkage to House of Ruth Maryland (HRM) services, and referrals to appropriate community resources. This position is also responsible for the timely and accurate entry of data received from BPD into the HRM client database system (ETO) along with any further contacts and outcomes.
The Specialist is a skilled professional who has excellent crisis intervention skills, including the ability to assess each victim's situation relative to lethality, assist them in making a safety plan and engage them in the appropriate services. The Outreach Specialist must have a firm understanding of trauma and must be comfortable working in a Voluntary Services program model. The Specialist is responsible for developing an excellent working relationship with other HRM programs and their staff, ensuring the timely, effective and seamless provision of services, and must have the maturity, skills to work with people from economically, and culturally diverse backgrounds in many different capacities.
Standard Schedule: Standard hours for this position are Monday through Friday 4pm-8pm or 5pm-9pm. This position is based at the HRM Administration Building in Baltimore City. They have up to 25% flexibility from their regular work schedules to cover crisis services as needed. This may include evenings, nights, and weekend shifts.
Primary Responsibilities:
Records information provided by BPD on intimate partner violence incidents and Lethality Assessment Screens into ETO, emphasizing timely and accurate data entry.
Makes outreach calls to victims to offer safety planning, intimate partner violence education, linkages to HRM programs and services, and provides information about other appropriate community resources.
Provides crisis intervention, empathy, and support to victims at risk of serious injury from intimate partner violence.
Communicates openly and honestly, working as a team with other staff and demonstrating a positive, solution-oriented attitude when working with contacts and colleagues.
Immediately upon receipt of Lethality Assessment screens, attempts to contact all victims within 72 hours of receiving lethality assessment screens.
Records all efforts and outcomes associated with outreach to victims in ETO.
Reports summary information to the Lead/Director including subsequent enrollments in HRM programs and referrals to the BPD/Family responsibility for follow-up.
Participates in Contact Center Team meetings and shares resource information.
Provides backup support for 24/7 Emergency Hotline, and triage of walk-in communications as needed
Other Duties as assigned.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Authority:
Makes decisions and facilitates connections to HRM programs and services.
Locates and shares information on community resources.
Makes recommendations to the Lead/Director for material and financial assistance per agency guidelines.
Accountability/ Measures of Success:
Meets program quality and service targets, including collecting data and meeting deadlines for data entry efforts and reports.
Callers are well educated on intimate partner violence and all available services.
Callers are connected to culturally appropriate and sensitive services in a timely and efficient manner.
Follow-up and outreach calls are conducted according to program standards and documented accordingly.
Experience/ Requirements:
One year of paid or voluntary experience in a call center, data entry, outreach, or victim-centered services.
High degree of accuracy and attention to detail.
Demonstrated ability to work independently and manage multiple tasks and timelines.
Excellent oral and written interpersonal skills with a solid ability to relate to various individuals, including victims, children, donors, business leaders, and human service providers. Particular emphasis on communication over the telephone.
Demonstrated ability to work quickly and calmly in a crisis.
Demonstrated ability to make decisions that effectively de-escalate conflict and resolve a crisis.
Must pass Criminal Background Check.
Highly Preferred:
Knowledge and understanding of intimate partner violence.
Bilingual fluency in English and another language (Spanish, Urdu, French, or Arabic highly preferred).
Knowledge of local human services programs/ agencies and housing resources.
Knowledge or ability to learn database management systems.
Must pass Criminal Background Check.
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