Peer Counselor

Job Function Summary

Involves providing support, guidance and assistance for patients and families as they navigate through complex healthcare environments. Primary goals are to increase patient satisfaction and to optimize care and outcomes.

Acts as a communication liaison to understand the patient's individual needs, desires, and concerns. Guides the patient and family to a broad range of services, amenities, and information to promote healing and ensure satisfaction with the patient care experience.

Custom Scope

The Patient Navigator will be assigned to the Citywide Peer Team. Citywide Case Management is a UCSF/ San Francisco General Hospital (SFGH) Department of Psychiatry outpatient program located at 1263 Mission Street, San Francisco.

Its mission is to provide intensive case management services to adults who suffer from severe mental illness, co-occurring substance abuse disorders and many who also have chronic medical issues.

Under the supervision of the Vocational Rehabilitation Supervisor, Michelle Swain, the Patient Navigator will provide a range of support services to mentally ill clients including: supports community integration skills; provides individual support; applies personal experience as a consumer of mental health services; serves as a role model of recovery; assist client with seeking outside activities and encourage group participation, advocate for consumers, providing accompaniment when indicated to housing, financial, health and legal resources; manages work time effectively, efficiently and productively; works collaboratively with case managers and Wellness Team to provide first hand perspective of engagement in treatment; acts as a liaison with community programs; uses good problem solving skills; develops activities, programs and resources which support consumers; maintain client’s records and documentation according to California, San Francisco City and County requirements. Other responsibilities involve monitoring milieu, facilitating therapeutic groups, coordinating and/or organizing client outings, cultural events, and other tasks related to the job.

Note: If this is a reclassification request or a replacement with significant changes, please briefly describe (no more than 2 paragraphs) the significant changes that have taken place since the position was last reviewed.

Additionally, please provide a copy of the former job description for the position.

Responsibilities

Key Responsibilities

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

55%Yes

Provides support during patient stay or clinic visit; facilitates scheduling, links patients to services across the health system.

Anticipates patient care coordination needs; provides general road map to patients to set expectations.

Service Provision

Identify and understand the social, health and recovery needs of the client and communicate those needs to the social worker. Utilize resources that would incorporate the well-being of the mind, body, and spirit to benefit clients’ needs.

In coordination with social worker, facilitates peer support groups; supports consumers in community integration goals; provides individual supportive counseling; applies knowledge as a consumer of mental health services and substance abuse/dual disorder system; provides advocacy and accompaniment; co-leads groups at the center on harm reduction, dual diagnosis, spirituality, hygiene care etc, serves as a role model of recovery. Help and oversee organization of groups and guest presentations.

5%YesAddresses patient grievances at point of service. Identifies appropriate resource as needed. Utilizes knowledge of unit or clinic operations to propose new workflows or methods to increase future patient satisfaction.15%Yes

Gathers and documents patient issues, barriers or concerns by regular patient visits and open communications with families. Provides reports for management review and planning to increase patient satisfaction.

Record Keeping and Administration

Maintains client records according to California, City and County requirements; records data in client’s charts; meet program productivity standards; assists in processing quality improvement requests; attend staff and other assigned meetings, and participates in training sessions (e. g., In-services, grand rounds); identifies program problems and makes recommendations to supervisory and administrative staff and other duties as assigned..

25%Yes

Provides support during patient stay or clinic visit; facilitates scheduling, links patients to services across the health system.

Anticipates patient care coordination needs; provides general road map to patients to set expectations.

Service Planning, Consultation and Liaison

Utilizes knowledge of mental health and community resources plan for each client, integrating knowledge of a wide range of human service resources. Assist social worker to: provide liaison work with the community; develop relationships with community organizations to improve opportunities for clients; coordinate community service activities; work with community providers in accommodating the needs of clients.

100% (To update total %, enter the amount of time in whole numbers (without the % symbol - e. g., 15, 20) then highlight the total sum (e. g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

Qualifications

Required Qualifications

Please List

Knowledge, Skills and AbilitiesReq / PrefUnderstanding of mental health issues and sensitivity toward mental health clientsRequiredAbility to follow oral and written instructions accuratelyRequiredAbility to work as part of a team, to prioritize and handle multiple tasks and work independently in a high-pressure environmentRequiredSkills to comprehend and assess patient's grievances to quickly locate appropriate resource for assistanceRequired

Ability to work with clients and program staff from diverse cultural and social class backgrounds

Required

Solid interpersonal and customer service skills. Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgement

Required

Able to lift 50lbs and climb stairsRequiredGood problem-solving skillsRequiredKnowledge of computers and software including Microsoft Excel, Microsoft WordRequiredDemonstrated excellent attendance and reliabilityRequired

Education, Licenses and Certifications

List Education, Licenses and Certifications a candidate must possess or meet to be considered for the position. You may also select any of these attributes as being preferred. These will be included in the job posting/advertisement and will be used to screen applicants.

Education

Req / Pref

Bachelors degree and minimum one year of experience or the equivalent combination of education and experienceRequired

Special Conditions of Employment: (Statements identifying the fundamental non-negotiable job conditions and/or requirements which an individual must meet to be eligible for the position. For example, the ability to pass a background check, work in a particular environmental setting, work a flexible or irregular work schedule, etc.)

Problem Solving

Common Problems Solved by the Employee

• Identify and understand the social, health and homemaking needs of the client and communicate those needs to the social worker. In coordination with social worker; supports consumers in community integration goals; provides individual supportive counseling; applies personal experience as a consumer of mental health services; provides advocacy and accompaniment as needed.

Less frequent and more complex problems solved by the employee:

• Understand and utilize engagement and recovery model strategies to encourage clients to pursue activities

Problems/situations that are referred to this employee's supervisor:

• Increased client hospitalizations
• Unable to stabilize client

Management of Funds

Does this position require oversight or management funds? No