Marketing Statement

Queens Hospital Center is making good on its promise to the people of southeastern and central Queens to maximize both patient convenience and positive clinical outcomes. Residents of Queens can count on the delivery of quality medical care right in their own borough. In 2002 the hospital opened a state-of-the-art, 261-bed facility that includes the Queens Cancer Center, the first comprehensive cancer treatment center in the borough.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

PURPOSE OF POSITION:

Critical Time Intervention (CTI) is an evidence-based model designed to support patients with complex needs in achieving full and healthy lives. It focuses on promoting community integration, enhancing self-efficacy, and building a robust network of formal and informal supports. CTI teams conduct assertive outreach and engage patients with multiple behavioral health, medical, and social care needs, such as homelessness or justice involvement, with a particular focus on those who have had frequent contact with the healthcare system. The team supports patients during their transition from the hospital to the community, working to connect them with long-term, stabilizing resources. Ideal candidates for this role will be able to provide flexible patient-centered support in both clinical settings and in the field as needed.

The Community Liaison Worker (CLW) is a specially trained frontline public health workers who are trusted members of and/or have a thorough understanding of the communities they serve. Under the direction of the CTI Team Leader, the CLW will support a caseload of CTI patients. The CLW will conduct community outreach activities; provide referrals and linkages to needed resources; collaborate with caregivers and providers; and help patients navigate complex systems. The CLW will develop, or support the development of, a person-centered care plan that helps the patient achieve their health goals through addressing the social determinants of health.

This class of positions encompasses work of varying degrees of difficulty and responsibility in the performance of liaison functions between City agencies, local residents, and community organizations, in order to: provide assistance, obtain participation and support for housing development and community development and implement public service programs. Performs tasks in the field or in an office, as assigned. Supervises other CLW staff when necessary and instructed by their SW supervisor.

Summary Of Duties And Responsibilities

Core Responsibilities

• Engage CTI patients in hospital and community settings to identify health goals and needs.
• Conduct community-based assessments to prioritize patients' health and social service needs.
• Support and motivate patients to achieve health goals through coaching and leveraging their strengths and community support systems.
• Document all patient interactions and progress in the electronic medical record (Epic) and other HIPAA-compliant systems.
  
  

Typical Tasks

• Directs staff or works as a team with other community liaison workers in the performance of liaison activities; may supervise or coordinate field office operations or operational units.
• Consults and maintains liaison with residents, landlords, representatives of community organizations, students, parents, staff of schools, unions and other public and private agencies.
• Explains programs and policies to community groups and to community liaison contacts and interprets and relays information from the community.
• Participates in the planning, organization and implementation of programs involving community participation. Collects, evaluates, and reports information regarding community needs and objectives; communicates findings to appropriate agencies for necessary action. Assists in the conduct of outreach programs.
• Assists in mediating problems between the community and schools, hospitals, and other City agencies for residents and community groups in the City.
• Works as a member of an interdisciplinary team assisting in providing supportive therapy and making referrals to City agencies, social service agencies, community organizations and other organizations that provide health and social services.
• Counsels community residents, property owners, local businesses and groups on their rights and obligations and on available community and governmental resources.
• Makes recommendations on effective mobilization for participation in community development and program feasibility and improvement.
• Recommends policies, procedures, and priorities for City agencies in dealing with schools, residents, and community groups.
• Interviews community residents and assists them in completing forms; completes other relevant reports and forms and performs related clerical work.
  
  

Direct Service

• Meets with the patient and/or family in the community or in the office when necessary.
• Communicates with staff as a part of the team regarding cases.
• Performs emergency or walk-in assistance for clients when deemed appropriate who present in crisis.
• Provides information and case management services to patients and collaterals.
  
  

Care Coordination & Patient Support

• Connect patients to primary and/or behavioral health care providers, assist with appointment attendance, and support prescription management.
• Accompany patients to medical appointments, provide in-person support during hospital stays, and coordinate with care teams and external providers.
• Help patients manage chronic health conditions by connecting them to appropriate education and monitoring programs.
• Address social needs, including food insecurity, housing issues, legal assistance, insurance coverage, and transportation, through referrals and follow-ups.
  
  

Community Outreach & Education

• Conduct outreach in community settings, including streets, parks, and shelters, for patients facing housing insecurity.
• Educate patients on available community resources, health services, and their rights.
• Share patient feedback with the CTI team and supervisor to inform quality improvement initiatives.
  
  

Collaboration & Teamwork

• Attend regular team meetings to discuss patient progress, update care plans, and communicate with patients’ healthcare providers.
• Report regularly to the supervisor for support, feedback, and program updates.
  
  

Professional Development & Emergency Response

• Participate in ongoing education to maintain and develop skills.
• Perform additional tasks as needed, including public health emergency duties.
  
  

Supervisory

• Supervises and evaluates other Community Liaison Workers, when deemed appropriate and with the support of their SW supervisor.
• Ensures compliance with the department’s ethics, and principles and operational adherence to government rules and regulations, including compliance with reporting requirements.
• Liaises with community agencies, facilitating communication between the agencies and the department/health care setting and the utilization of available community resources.
• Any additional duties assigned by the supervisor.
  
  

Administrative

• Adheres to chart recording requirements within Compass Rose and/or EPIC.
• Provides appropriate written documentation as it relates to the case assigned by their SW supervisor.
• Assists in coordination of services based on the needs of the child/adolescent.
• Attends and participates in necessary meetings, weekly supervision when necessary as it relates to case and assigned upon by their supervisor.
• Attends departmental meetings.
• Ensures productivity of their case assignments.
• Attends as assigned community meetings as it relates to their case assigned.
  
  

All of the above duties may change at the discretion of the Department Head or Supervisor.

Minimum Qualifications

For Appointment to Level I

• One year of full-time experience in a government agency or community organization in providing community services to the public or in assisting members of the community in obtaining community services; or
• Completion of an approved six month training program of combined classroom training and on-the-job experience in community liaison work, plus six months of full-time experience as described in 1 above.
  
  

For Appointment to Level II

In addition to meeting the qualification requirements of Assignment Level I, appointment to Level II requires:

• Two additional years of full-time experience in counseling, community work or community health activities in a government agency or community organization engaged in providing community services to the public, assisting members of the community in obtaining community services or maintaining liaison with schools, community organizations or other government agencies for the purpose of providing assistance and obtaining participation and support for implementation of community or public service programs; or
• Education and/or experience equivalent to 1 above. Study at an accredited college in sociology, psychology or other behavioral science may be substituted on the basis of 30 semester credits for each year of the experience described above. However, all persons must have at least one year of the full-time experience described above.
  
  

For Appointment to Level III

In addition to meeting the qualification requirements of Assignment Level II, appointment to Level III requires:

• One additional year of full-time experience as described in 1 above.
  
  

For Appointment to Level IV

In addition to meeting the qualification requirements for Assignment Level III, appointment to Level IV requires:

• One additional year of full-time experience.
  
  

Department Preferences

Preferred Skills

• New York City residency (Brooklyn, Bronx, Manhattan, Queens or Staten Island) preferred.
• Professional and/or direct experience with behavioral health conditions, including substance use; homelessness, justice involvement or foster care and/or preventive services, preferred.
• Familiarity with email and Internet usage and comfort learning new computer programs.
• Excellent communication and documentation skills.
• Proficiency in speaking a language other than English, preferably Spanish, Haitian Creole, Mandarin, Bengali, Russian, Cantonese, French, Arabic, Hindi, Urdu, Albanian, or
  
  

Korean.

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs