Health Affiliates Maine

Customer Success Manager

• Provide community and client support to our Veterans Case Management Program.
• Following the Veterans marketing plan, organize outreach/tabling events which include working with vendors, preparing and setting-up materials and providing outreach to designated population at the event.
• Develop relationships with organizations that interact with Veterans to encourage referral and collaboration with Veteran/Fox team on behalf of Veterans.
• Participate in regularly scheduled meetings such as Maine Military Action Network and Veterans in Need to network with key partners, share information on the program and to bring back resources/information to support case management work.
• Engage Veterans at community events and accurately inform them about our service array and when appropriate establish referral.
• Present to groups and individuals on the programs offered by providing education about our programs at webinars, outreach events, staff meetings and one-on-one engagements.
• Manage and maintain the promotional inventory per marketing plan, reporting when low on items and stocking new items as received.
• Complete the required documentation in the Database related to each engagement, marketing and/or outreach event.
• Be a resource for case managers and community partners on Veteran-specific resources, benefits of VA healthcare and Veterans services.
• Develop high competency in required data collection tools specific to the Fox Grant.
• Enter quality documentation as required in the electronic health record as prescribed by policies and procedures.
• In collaboration with the Fox Team Lead, complete all required Veterans grant reporting.
• Complete Fox program screenings weekly as assigned by the Team Lead (1-4 per week).
• Receive and maintain appropriate training to develop and maintain a high-level of comfort with Veteran suicide risk assessment, screening, and referral steps.
• Train on and provide screenings using the following documentation and standardized intake and assessments which includes at minimum the following instruments: Columbia Suicide Severity Rating Scale, Socio-Economic Status; PHQ-9; Short Warwick Edinburgh Mental Wellbeing Scale, Generalized Self-Efficacy Scale, and Interpersonal Support Evaluation.
• Maintain competency on eligibility screening in Squares.
• Build a rapport with Veterans.
• Provide a monthly check-in call and service satisfaction survey for a small group of Veterans assigned by Team Lead.
• Be prepared for and actively participate in Department staff meetings and individual and group supervision.
• Protect and maintain the confidentiality of client records and information, following HIPAA, HITECH, regulations and 42 CFR.
• Attend and participate in clinical and administrative supervision and training as prescribed by your licensure and Health Affiliates Maine.
• Have knowledge of the Rights of Recipients of Mental Health Services and the AMHI Consent Decree.
• Practice a trauma-informed approach to care including maintaining a calm, non-defensive attitude to de-escalate crisis situations, encouraging the health, safety, and welfare of client, and ensuring self-determination.
• Participate in mandated reporting per agency policy and Maine Law including the review and submission of critical incidents, reportable events, and DA reports.

Veterans Community & Client Engagement Specialist