Community Support Specialist

The Community Support Specialist (CSS) is an integral member of the SCES team and often the first point of contact for the agency, thus the CSS Specialist must be an expert on agency and community resources and is responsible for getting information and resources out to the community. Depending on the client and their unique needs, the Specialist may work collaboratively with the client and outside providers to conduct outreach, information and referral, crisis intervention, and supportive counseling. The CSS will assist older adults, their families and caregivers, and other community callers by providing timely advice, information, assessment, and care planning activities on the phone or in person.

Job Responsibilities and Performance Standards:

  • Provide timely and real-time information and advice via phone, email, or in person, according to an on-call schedule rotation.
  • Provide information and resources and take referrals for agency programs as required by Community Support Services Information & Referral (I&R) Specialists.
  • Make connections in the identified culturally and linguistically diverse community and serve as a liaison to residents to share information about older adult behavioral health and other resources. Identify all appropriate interventions to address an individual’s needs or requests including community and/or internet resources.
  • Advocate for/arrange appropriate service options for individuals when older adults and their family members are unable to do so.
  • Complete appropriate paperwork requirements including data entry into program databases, case documentation, and statistical reports.
  • Complete evaluations of services, including follow-up calls or in-person consults to determine if the options provided addressed a particular caller’s needs.
  • Assist individuals with Medicare and MassHealth program enrollment and stay up to date with the necessary regulatory trainings.
  • Provide advocacy and support in culturally diverse communities to those affected by behavioral health conditions in the areas of housing, hoarding, substance abuse, medication compliance, and communication with providers.
  • Conduct in-person visits at the client’s home or agreed location to provide community support when needed.
  • Become knowledgeable of and up to date on local resources and programs, and make referrals as needed.
  • Conduct outreach to and build relationships with local providers and community groups in order to adequately address social determinants of health and promote equity among diverse populations.
  • Perform other duties as assigned by supervisor.
  • Comply with HIPAA guidelines.

Professional Standards and Conduct:

  • Collaborative and Responsive: Regularly communicate, follow up, and use a team-driven approach. Respond thoughtfully and promptly to agency needs, requests, and inquiries; identify and build partnerships with key stakeholders. Demonstrates excellent organizational and time management skills to meet various deadlines, ensuring closed-loop communication. Ability to multi-task and maintain flexibility to adapt and adjust workload assignments based on various needs.
  • Communication: Skilled in verbal and written communication, demonstrating the ability to communicate information in various ways to meet diverse styles and cultural backgrounds.
  • Analytical: Critical thinking skills, using logic and reasoning to identify the strengths and opportunities of alternative solutions, conclusions, or approaches to problems.
  • Attendance and Punctuality: Dependable, punctual, showing flexibility when needed. Attends meetings as needed and is fully present and participates during those meetings.
  • Commitment: Embodies SCES’s core values and shows great integrity, accountability, and professionalism in all interactions. Aids in furthering SCES’s mission and commitment to an inclusive environment.


  • Bachelor’s degree in Human Services, Social Work, or related field preferred.
  • Fluency in a second language required. Portuguese or Spanish preferred.
  • Two plus years of experience working with older adults strongly preferred.
  • Experience working with individuals and families around mental illness or substance abuse issues preferred.
  • Must be knowledgeable and comfortable using Adobe and MS Word, Excel, PowerPoint, SharePoint, and other Microsoft 365 platforms.
  • Meet both CORI/SORI and public health screening requirements.

Physical Environment:

  • Physical surroundings are comfortable with minimal exposure to injury or hazards.

Social/Psychological Conditions:

  • Occasional stress due to periodic or cyclical workload pressures and deadlines. Some interruptions involved.

Physical Effort:

  • Frequently sits, stands, walks, bends, reaches, and stoops throughout the day.
  • Frequently lifts, pulls, pushes, and carries up to 20 lbs.
  • Periodic eye strain and light ear strain.