Crisis Engagement Specialist

Sign-On Bonus: $4000 

Retention Bonus: $1000

Summary/objective 

Under the supervision of the Crisis Integrated Services Coordinator, the Engagement Specialist plays a crucial role in coordinating care and providing support to children and youth experiencing crises. This position is responsible for conducting outreach and follow-up to children and families who have engaged with crisis services, with a particular focus on those who decline or disengage. The role includes delivering evidence-based Caring Contacts, reconnecting former clients, coordinating care, and fostering engagement through compassionate, proactive communication. The ideal candidate will have experience working in crisis management, case management, or child/youth services, and will be adept at collaborating with multidisciplinary teams to deliver comprehensive support to at-risk youth in Delaware. 

Essential functions: 

Caring Contacts and Crisis Reconnects 

• Implement the Caring Contacts protocol through phone calls, mailers, and electronic communication, based on an evidence-based model designed to reduce suicide risk.
• Make supportive outreach to discharged clients at designated intervals post-treatment. 

Client Engagement and Follow-Up 

• Conduct outreach to children and families who decline or disengage from crisis services to encourage participation and offer support.
• Maintain contact with former clients and families to assess ongoing needs and provide appropriate referrals or follow-up.
• Serve as a point of contact for post-discharge engagement, ensuring continuity of care and supporting client wellness.

System Engagement and Resource Coordination 

• Collaborate with internal and external service providers to support client care plan, ensuring that all immediate and ongoing needs are addressed including appropriate follow-up and referrals for services.
• Coordinate services and follow-up by phone and email, ensuring accurate and timely information exchange.
• Assist in scheduling follow-up appointments or connecting families with ongoing mental health support.
• Serve as the primary point of contact and act as a liaison between the crisis program, community agencies, schools, and other relevant stakeholders to ensure that all services are integrated and coordinated effectively.
• Advocate for the needs of youth and families within the program and with external agencies, ensuring that services are delivered in a culturally competent and client-centered manner.
• Identify community resources and support services for youth and families, ensuring that they are connected with appropriate services such as mental health counseling, housing, educational support, etc.
• Help youth and families navigate systems, including insurance, legal, educational, and other social services, to ensure holistic support.

Documentation and Reporting: 

• Maintain accurate and up-to-date records of all client interactions and collateral follow-ups in accordance with program policies and state regulations.
• Prepare and submit regular case updates and reports, including documentation of progress, barriers, and recommendations for further intervention or resources.

Competencies/ Capabilities: 

• Crisis Management: Ability to effectively assess and manage urgent, high-stress situations while providing emotional support and practical solutions.
• Collaboration: Strong teamwork and interpersonal skills, with the ability to work with diverse stakeholders.
• Problem Solving: Capacity to think critically and find solutions quickly in complex, time-sensitive situations.
• Communication: Excellent verbal and written communication skills, with the ability to clearly explain complex information.
• Empathy and Compassion: A compassionate approach to working with children and families in crisis, with an understanding of trauma and mental health issues.
• Cultural Competency: Understanding and respecting the diversity of youth and families served, and providing services in a culturally sensitive manner.

Supervisory responsibilities: none 

Work environment: Office based, Partial telecommuting with approval 

Physical demands: 

• Prolonged periods of sitting at a desk and working on a computer
• May be requested to lift up to 15 pounds periodically

Travel required: schools, client homes, community agencies, etc.  

Minimum qualifications: 

• Bachelor’s degree in Social Work, Psychology, Sociology, or related field.
• Two years of experience in case management, preferably in healthcare, mental health services, or crisis intervention programs.
• Familiarity with Delaware’s behavioral health systems, state regulations, and community resources for children and families.

Preferred qualifications: 

• Advanced degree in a related field
• Experience working in a 24/7 crisis response program
• Bilingual (Spanish-English) language skills are a plus

EEO: 

Delaware Guidance Services is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Other duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Delaware Guidance Services

DGS is the largest non-profit provider of outpatient behavioral health services for children and families in Delaware, and the only statewide organization of its kind continuously accredited by The Joint Commission since 1999. Our vision for Delaware—resilient families nurturing children’s well‑being—flows from our mission to provide high‑quality, trauma‑informed therapeutic services that strengthen social, emotional, and behavioral wellness. 

Each year, DGS serves an average of 3,500 children and youth through a clinically excellent continuum of care that includes outpatient therapy, community‑based services, school‑based supports, mobile crisis response, and short‑term youth crisis stabilization. Our clinical lines operate 24 hours a day, 365 days per year, ensuring that children and families have access to timely, flexible, and culturally responsive care wherever it is needed—at home, in school, in the community, or at one of our five office locations across Wilmington, Newark, Dover, Lewes, and Seaford. 

If you would to learn more about Delaware Guidance Services, please go to https://www.delawareguidance.org/about/ 

Why Work at Delaware Guidance Services? 

DGS strives to build a collaborative, flexible, and client-focused work environment. Employee wellness is a top priority. In addition to offering flexible work arrangements, DGS offers a comprehensive and competitive employee benefits package including the following:

• Competitive Compensation
• Incentive Pay for Specific Roles
• Generous Paid Time Off (starting at 44 days of paid leave a year)
• Up to 6% Annual Contribution to Your Retirement Fund
• Free Professional Development Opportunities
• Medical, Dental and Vision Insurance 
• Life and Long-term Disability Insurance