Client & Family Support Specialist

Schedule: Monday – Friday | 8:30 AM – 5:00 PM
Compensation: $25.00-$27.00 / hr
Location: In-Person -  Santa Rosa, CA
FLSA Status: Non-Exempt

About Pacific Health Group
At Pacific Health Group, we are at the forefront of revolutionizing healthcare, providing clinical, behavioral, and social support services through a whole-person, community-based, and trauma-informed approach. Our Client and Family Support (CFS) Program focuses on empowering families and caregivers of Full Service Partnership (FSP) clients to support loved ones with behavioral health challenges. As a Client and Family Support Specialist, you will act as an expert navigator and compassionate advocate, using your personal knowledge and lived experience to help families build community resources, access services, and model resilience.

What This Role Looks Like (Day-to-Day Reality) This is a high-impact, field-based role supporting members in the community.

• Provide services in the community, at FSP sites, and at the PHG Santa Rosa Office.
• Act as an empathetic guide and non-clinical mentor to help FSP clients and their families navigate complex health and social services systems.
• Facilitate educational workshops and weekly drop-in Resource Clinics.
• Collaborate directly with FSP teams, clients, and their support networks.
• Travel locally within Sonoma County to meet members and community partners.

What You'll Do

System Navigation & Advocacy

• Engage families and coordinate directly with the client and their FSP team to develop a family-inclusive Individual Service Plan (ISP) within 30 days of enrollment.
• Provide guidance on accessing all levels of care within the Sonoma County DHS-BHD, including Specialty Mental Health Services and DMC-ODS services.
• Connect families to community resources such as housing assistance, food security programs, and employment services with closed-loop referrals.
• Provide information, advocacy, and direct support regarding legislation, legal processes, and formal grievance processes through the DHS-BHD Patients' Rights Advocate.

Education & Workshops

• Host regular educational workshops on topics such as effective communication strategies, crisis de-escalation, boundary setting, and self-care for caregivers.
• Provide psychoeducation on SMI and SUD diagnoses, recovery models, and harm reduction principles.
• Staff weekly, drop-in Resource Clinics at community-based locations utilizing a “No Wrong Door” approach to help the public access social services.

Community Outreach & Engagement

• Conduct targeted outreach to local community centers, faith-based organizations, and nonprofits to distribute culturally and linguistically appropriate information.
• Lead community education and social media initiatives to reduce stigma and foster understanding of behavioral health challenges.
• Connect families with local support groups (such as NAMI Sonoma County or Al-Anon) to foster peer support and resilience.

Documentation & Collaboration

• Track encounters, referrals, demographics, and family-inclusive ISP documentation using the designated Electronic Health Record (EHR) system.
• Record attendance for Educational Workshops and Resource Clinics.
• Gather qualitative feedback through post-workshop surveys to measure family empowerment and cultural responsiveness.

How Success Is Measured

• Improved family engagement and satisfaction with support services
• Successful navigation of health and social service systems by clients and families
• Timely and accurate documentation of case notes and activities
• Positive feedback from clients, families, and community partners
• Contribution to community outreach and education initiatives

Who Thrives in This Role

• Is empathetic and patient with clients and families facing challenges
• Possesses strong communication and interpersonal skills
• Is proactive and resourceful in connecting clients and families to services
• Enjoys community-based, field-oriented work
• Values cultural competency and inclusivity
• Passionate about supporting underserved and diverse populations

Minimum Requirements

• High school diploma or equivalent; Associate’s or Bachelor’s degree preferred
• Minimum of 2 years of experience in community health, social services, or related field
• Shared lived experience of program families is highly prioritized.
• Knowledge of behavioral health systems, local resources, and social determinants of health
• Strong communication, cultural competency, and interpersonal skills
• Ability to engage clients and families effectively and provide supportive services
• Organizational skills to manage caseloads and documentation
• Proficiency with technology for case documentation and communication
• Work Requirements
• Ability to travel locally within the community
• Valid California Driver’s License and reliable transportation
• Comfortable working in a field-based environment

Equal Employment Opportunity

Pacific Health Group, along with its divisions, is a proud Equal Opportunity Employer. We embrace diversity and are devoted to creating an inclusive environment for all employees. Our commitment is to ensure equal employment opportunities for every qualified candidate, irrespective of race, religion, gender, sexual orientation, gender identity, age, national origin, citizenship, disability, marital status, veteran status, or any other status protected by federal, state, or local laws.

At Pacific Health Group, we recognize the importance of accessibility and are dedicated to providing reasonable accommodations for individuals with disabilities. We believe that our strength lies in our diversity, and we are committed to building a workforce that reflects the varied communities we serve. Join us in a workplace where everyone's contributions are valued and respected.

Pre-Employment Requirements
Employment is contingent upon the successful completion of our pre-employment process, which includes a background check and the submission of all required documentation and new hire paperwork.

AI & Human Interaction (HI) in Recruitment

Pacific Health Group is committed to fairness, equity, and transparency in our hiring practices. We use AI (Artificial Intelligence) tools to help match candidate resumes against our job descriptions, focusing on qualifications, skillsets, and location.

All resumes that meet these criteria are then reviewed by HI (Human Interaction) — our recruiting and HR team. Pacific Health Group remains true to our Equal Employment Opportunity (EEO) statement, ensuring that every candidate is given fair and consistent consideration.