POSITION SUMMARY

The Capital Region Violence Intervention Program (CAP-VIP) Violence Intervention Specialist will leverage their position, reputation, and credibility to disrupt the cycle of violence; identify conflict and provide mediation services while serving as a conduit to the CAP-VIP team.

* Identify and establish rapport with vulnerable populations who may benefit from the CAP-VIP, using strong and effective communication skills.

* Provide information in a manner that is culturally and linguistically appropriate to the needs of the population being served, including individuals with limited English proficiency and disabilities.

* Recruit, obtain consent, and engage participants in the CAP-VIP program activities.

* Collect preliminary data for enrollment into the CAP-VIP program.

* Refer potential participants to Social Worker/Case Worker/Navigator.

* Ensure participants have access to and are utilizing/optimizing identified resources.

* Gain information on real and potential conflicts in community service areas, responding as appropriate.

* Conduct participant welfare checks via telephone or home visits.

* Serve as an additional form of social support, maintaining contact throughout the entire length of involvement in the program.

* Research causes and formulates action plans to aid in conflict resolution and acts of violence.

* Outreach; identify and develop partnerships with influential individuals/groups/businesses in the community.

* Ensure familiarity with service areas.

* Participate in violence prevention efforts with other providers, as appropriate.

* Attend all CAP-VIP meetings.

Customer Service:

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

Self Management:

1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UMCRH safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UMCRH and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adheres to UMCRH and/or departmental confidentiality statement.