About the role
Job Description: The Hybrid Community Outreach Specialist is responsible for connecting with eligible members—virtually, telephonically, and in-person—to engage them regarding their needs. This role begins the intake process and serves as the crucial stepping-off point to connect members with Cityblock for a long-term relationship. Until that connection is fully established, you will serve as the member’s primary point person, available to troubleshoot, educate, assist, and provide a listening ear. You will work alongside other Cityblock team members to provide support to these members.
Responsibilities Outreach & Engagement: Provide telephonic, virtual, and field-based outreach and engagement services for eligible members. System & Data Management: Work daily within the Commons platform to review pre-populated demographic data, document accurate emergency contacts, organize information, and track tasks. Intake & Coordination: Collect verbal and written consent from members, initiate the intake process, and facilitate smooth handoffs to the care team. Communication: Actively communicate urgent needs and other pertinent information to the care teams, members, and their family members. Member Safety & Awareness: Remain mindful of the member’s home and/or residential environment during onboarding; identify and escalate any safety concerns or indicators that may require additional support to ensure appropriate care team awareness and follow-up. Continuous Improvement: Provide feedback to the Engagement Operations team to assist in supporting improvements overall. Administrative, Planning & Telephonic Outreach: Dedicate designated administrative time each week to make regular telephonic outbound calls. This includes making calls to members to plan and schedule field visits, as well as leveraging available data from the Commons platform to learn more about potential members to create an efficient and successful outreach plan. You will also use this time to map out travel routes, add visits to your calendar, and conduct chart reviews. Field Days: Spend the majority of the week working out in the field meeting with members. Documentation, Wrap-up & Additional Outreach: Ensure timely entry of visit notes into Commons, return necessary calls, and prepare final details for upcoming shifts. On shorter or non-field days, you will complete additional outbound telephonic calls, finalize wrap-up tasks, and submit required weekly expense reports for travel. Flexibility is allowed for longer drive days, permitting visit notes to be entered the following morning. Member Visits & Outreach: Consistently meet target goals for monthly member field visits, overall reach rates, overall outbound telephonic call volumes, and scheduling/activation attempts. Activation: Successfully drive member activation, aiming for high completed appointment and activation rates. Referrals (CBO Partnerships): Actively build and maintain relationships with Community Based Organizations (CBOs) to support meaningful referrals within the community, connecting members to trusted services while strengthening CBH’s presence and continuity of care. Quality Standards: Maintain excellent performance averages across Quality Assurance (QA), soft skills, and validation scores
