Health & Stabilization Service Coordinator 2024-25

The Health & Stabilization Service Coordinator will serve the health and stabilization programs in the Family Services Department at Hello Neighbor. This includes the Omid e Mahajir Center for Afghan Resilience (Services for Afghan Survivors Impacted by Combat), Smart Start (perinatal case management and support), Intensive and Gaps Case Management (vulnerable populations), and Keystone Connections (emotional wellness supports). These programs share a common focus on health and stabilization services for vulnerable refugees and immigrants. The scope of service is to provide vulnerable persons with medical care coordination, self-sufficiency case management support, and community referrals and connections. Overall, the role of the member will ensure the new programs are being implemented with culturally and linguistically appropriate service (CLAS) provision both directly within service implementation and through external partnership building and management. This AmeriCorps position will serve within the medical case management, providing extended cultural orientation and perinatal education, and partnership development aspects that are within each of the intensive programs. The Member will be responsible for developing, implementing, and maintaining resource connections to develop capacity for the Smart Start, Intensive Case Management, Keystone Connections, and CAR programs. The Smart Start focuses on accessing perinatal education, increasing culturally and linguistically appropriate services for pregnant immigrants and refugees, and improving case management tools. Quality initiatives (QI) are being developed to address systemic issues specifically related to language and culture. The Member will be part of the Family Services Department and report directly to the Refugee Health and Stabilization Supervisor.

The Health and Stabilization (H&S) team works exclusively with refugee and immigrant populations, many of whom are newly arrived in the US. These communities are considered vulnerable and have often experienced trauma, displacement, and loss. As an organization, Hello Neighbor provides vital services to clients such as job placement, housing support, connection to benefits, school enrollment, healthcare navigation, pregnancy support, and youth programs. In addition, Hello Neighbor engages with the community through educational programming, cultural events, and distributions. Clients will speak a variety of languages and come from a number of different countries including, Afghanistan, Syria, Bhutan, Iraq, Myanmar, and Ukraine. The Member will engage directly and indirectly with members from our immigrant communities on a regular basis, facing the challenges of language barriers, cultural differences, and complex health and social issues. However, the rewards of making a positive impact on these vulnerable populations are immeasurable.
Hello Neighbor is in the process of developing new case management and client support services to complement our Smart Start program and work alongside many of our other programs. This is a significant opportunity for the Member to use their skills and cultivate new ones that directly impact the lives of our most vulnerable clients. The Member will be serving within our intensive case management teams and clients by providing care coordination, extended cultural orientation, appointment accompaniment, and healthcare system navigation. The Member will also have the opportunity to serve on internal committees related to a variety of projects and events.

Develop medical appointment care coordination plans within case service plans
Expand and formalize techniques to teach, develop, and aid case management clients to reach stability with guidance from cooperatively built service plans
Expand program connections, referral sources, and partnerships
Inform development and implementation of critical incident and emergency response plans
Support the development aspects of SASIC, Smart Start, ICM, Gaps, and Keystone Connections programs
Accompany clients to community or medical appointments for the Smart Start and intensive case management programs
Examine policies as they develop through an equitable and culturally competent lens
Schedule, transport, and appointment accompaniment for medical issues throughout Allegheny County at various hospitals and doctors' offices
Develop bus training, extended cultural orientation for self-sufficiency or increased stability
Provide direct services and make procedural recommendations for the team in accessing benefits, services, and resources that they are eligible for (examples include MATP, Health Coaching, SSDI, and more)
Advocate for culturally and linguistically appropriate care standards and legally required interpretation [non-policy level] with partner agencies and local healthcare systems to ensure clients have the services they are entitled to
Revise and build on perinatal and pregnancy curriculum designed for pregnant refugees & immigrants
Continue to build our equity-focused library of resource guides for internal and external to support
Maintain and grow the Car Seat Loan Program

Hello Neighbor utilizes the following platforms for our work flow: Slack, Notion, Google Suites, Salesforce, Canva, PowerPoint, and other case management systems 

Member uses initiative in carrying out recurring assignments following set procedures, independently. 

The supervisor assigns service activities, advises on changes in procedures, and is available for assistance when required.

The supervisor assigns service activities in terms of project objectives and basic priorities and is available for consultation in resolving controversial issues.

The service activities are reviewed for accuracy through spot checks, through complaints from customers, and through observation of the member at service.

The member independently plans and carries out the projects and selects the approaches and methods to be used in solving problems.

Completed projects are reviewed very generally to determine that objectives have been met and are in compliance with policies and regulations.

Detailed guidelines exist, including regulations and directives, handbooks, precedents, industry standards, and files of previous projects.

Guidelines are generally applicable, but the member independently makes adaptations in dealing with problems and unusual situations. 

Member must use considerable judgment in adapting current or developing new guidance. 

Written and oral guides provide specific instructions for doing service.

The service position assignments vary significantly or often involve unusual circumstances and incomplete or conflicting data. 

Member has to develop, analyze, or evaluate information before the service position can progress.

The member must develop new techniques, methods, or approaches to complete service position assignments.

The member’s schedule will be Monday-Friday (unless Fridays are held as AmeriCorps training days) between the hours of 8:00 am to 6:00 pm. Hello Neighbor operates on a hybrid schedule of 3 days in-office (Tuesday-Wednesday-Thursday) and WFH for 2 days (Monday/Friday). The Member is welcome to fully adopt this office/WFH model or, if needed, utilize the office during typical “WFH” days. The hybrid model may change depending on community or field activities as assigned during the course of service for the Member. 

In addition to NHC Standard Checks, all NHC Pittsburgh members are required to complete and pass criminal history checks for Great Lakes Behavioral Research Institute/Diversified Care Management (DCM). Great Lakes/DCM is a third party vendor contracted with the Allegheny County Health Department (operating site for NHC Pittsburgh) to distribute NHC Pittsburgh member stipends. NHC Pittsburgh members are onboarded to Great Lakes/DCM system only when the checks have been completed and the member has passed those checks.  All NHC Pittsburgh Members will be Required to be vaccinated against COVID-19 before the start of service

The checks that all NHC Pittsburgh members would be required to complete and pass for Great Lakes/DCM are the following: 1) Act 33 (Pennsylvania Child Abuse Clearance), 2) National Sex Offender Registry Clearance, 3) Act 34 (Pennsylvania Criminal History Clearance, and 4) Act 73 (FBI Criminal History Clearance - ONLY completed via Identogo PA).

NHC members do not have to pay for the completion of these checks. Great Lakes/DCM will distribute payment codes for the Act 33 (Pennsylvania Child Abuse Clearance) and Act 73 (FBI Criminal History Clearance which is conducted through Identogo PA ( PA FBI fingerprinting agency). The National Sex Offender Registry Clearance and Act 34 (Pennsylvania Criminal History Clearance) will be completed by Great Lakes/DCM upon receiving requested information that members will be asked to submit.