Client Care Technician

Job Description

Job DescriptionSalary: $16

Job Summary

Hope Harbor Wellness and its affiliates are a leading provider of comprehensive addiction and mental health treatment services, committed to transforming lives through patient-centered care. Our treatment facilities located in Hiram, Georgia offers a range of services, including medical detox, residential treatment, outpatient care, and aftercare. We pride ourselves on providing a safe and supportive environment for clients to recover

As a Client Care Technician, you will play a vital role in creating a safe, supportive, and structured environment where clients can engage in treatment with dignity and respect. You will provide direct supervision, crisis intervention, and compassionate guidance while ensuring compliance with organizational policies, documentation standards, and privacy regulations. By fostering positive client relationships, encouraging participation in programming, and collaborating with the multidisciplinary team, you will help clients build resilience and achieve personal growth. This position is ideal for someone who thrives in a fast-paced, people-centered setting and is committed to professionalism, teamwork, and making a meaningful difference every day.

Responsibilities

• Alwaysmaintaina professional demeanor anddemonstrateethical behavior.
• Exercise sound professional judgement and seekassistanceas necessary to effectively manage duties and responsibilities of your position.
• Collaborate and work effectively with colleagues to achieve common goals andobjectives.
• Consistently upholds a respectful, non-judgmental stance toward clients in all interactions with community partners and external agencies, ensuring their dignity and trust aremaintained.
• Communicate clearly, accurately, and respectfully with stakeholders, including clients, colleagues, and superiors through proper channels and systems of communication.
• Adhere to company policies and procedures to assure regulatory compliance, quality standards, and the mission of the organizations.
• Attend
  appropriate meetingsandtrainings, as required by your position.
• Perform other duties as assigned.
  
• Protect the privacy of all client informationin accordance withcompany policies, procedures, and practices, as required by federal and state law, andin accordance withgeneral principle of professionalism as a health care provider.
• Draft andsubmitcomprehensive incident reports in strict accordance with company policy, capturing all pertinent details with precision and delivering each report within prescribed timelines to support effective investigation, risk mitigation, and continuous quality improvement.
• Safeguards the confidentiality of all client information in strict accordance with organizational privacy policies, federal and state regulations (including HIPAA), and professional standards of conduct expected in a healthcare setting.
• May access protected health information (PHI) and other client information only to the extent that is necessary to complete your job duties.
• Expected to report, without the threat of retaliation, any concerns regarding company policies and procedures on client privacy and any observed practices in violation
• the policy to your supervisor.
  
• Reinforces program rules and expectations with clients as needed and promptly documents and reports any violations in accordance with organizational policies and procedures.
• Proactively assess potential Against Medical Advice (AMA) and Against Clinical Advice (ACA) scenarios, implementing evidence-based de-escalation techniques and intervention strategies to mitigate risk and support safe patient retention.
• Engages clients in a calm, respectful manner using verbal de-escalation and crisis intervention techniques to ensure safety and maintain
  emotional stability.
• Encourage client participation in programming and redirect clients when they are disengaged and/or not presently involved in their program schedule.
• Coach and empower clients to independently resolve routine concerns through guided problemsolving strategies.
• Consistently foster a supportive environment for clients by offering constructive encouragement that recognizes effort and achievements, practicing empathetic listening to understand client perspectives, and delivering impartial feedback that promotes growth without judgement.
• Advocates client concerns to the multidisciplinary treatment team, ensuring that all communications and commitments remain within professional scope and organizational policy.
• Accurately observes, records, and reports client behaviors, including participation and engagement levels, to support treatment planning and risk management.
• Communicates critical information during shift change handoffs, ensuring that the information is verbally communicated and understood, and documents critical information in the appropriate location, including client alerts and/or shift reports.
• Complete a timely and accurate shift report at the end of each shift.
• Promptly and accurately complete detailed documentation of client behaviors and interactions, including shift reports, crisis-intervention notes, client alerts, incident reports, and any other required documentation and/or logs in the EMR system.
• Conduct regular q-checks to maintain
  an accurate, real-time count of each client on the premises and document their exact locations via rounds in the EMR system.
• Report client behaviors according to policy and procedure based on observations, escalating emergent concerns when necessary.
• Observe client behaviors and interactions, paying close attention for signs of self-harm, substance use intoxication or withdrawal, or psychiatric deterioration.
• Provide individualized assistance with clients activities of daily living (ADLs) on an asneeded basis, upholding safety standards and promoting client dignity and autonomy.
• Implement and document assigned safety protocols, including conducting line-of-sight observations.
• Ensure the continuous safety of all clients and promptly report any observed or potential safety concerns in accordance with established reporting procedures.
• Monitors client visitation to ensure both client, visitor, and staff safety.
• Oversee all meal service operations, coordinating servers and cleanup crews, to ensure seamless delivery, strict adherence to sanitation standards, and proper disposal of waste after each meal.
• Supervises clients during all activities, including, but not limited to group therapy sessions, meals, recreational activities, downtime, and other activities clients may engage or participate in throughout treatment.
• Maintains accurate inventory records of all clients personal belongings, valuables, and return travel documentation; securely stores tagged items and valuables in designated safekeeping areas in accordance with organizational protocols.
• Assist in facilitating psychoeducational groups, recreation therapy, of skills groups, under appropriate supervision.
• Assists in or performs waived testing with demonstrated and verified competency on a routine or random basis.
• Maintains and reports upon consistent internal and external communication including but not limited to phone systems, email and approved communication software.
• Under the supervisors direction, guides clients toward appropriate behaviors or resources, providing supportive redirection without administering disciplinary action.
• Ensure the consistent implementation and oversight of cliniciandesigned behaviormodification plans across all relevant settings.
• Conducts routine and as-needed inspections of clients personal belongings and residential areas throughout their treatment episode to ensure safety, uphold program policies, identify and remove prohibited items, and accurately document all findings per facility protocols.
• Maintains a clean and sanitary environment in clinical building, client living spaces, common areas, and workstations in accordance with infection control procedures.
• Performs routine cleaning duties, including sanitizing high-touch areas and restocking supplies.
• Assists
  with the safe transport of clients to and from clinical buildings, appointments, housing, and external facilities, ensuring adherence to safety protocols
  
  

Required

• Must be able to pass background check
• Must keep a clean MVR

Education

• Required: HS Diploma or GED
• Preferred: College degree from accredited university or equivalent

Knowledge & Skills

• Excellent written and verbal communication skills
• Proficiency in all Microsoft Office applications.
• Understanding of mental health disorders, substance use disorders, and co-occurring conditions.
• Knowledge of client-centered care principles and recovery-oriented approaches.
• Awareness of the behavioral health system, including services, treatments, and HIPAA regulations.
• Knowledge of confidentiality requirements and HIPAA regulations.
• Basic knowledge and understanding of health insurance.

Competencies

• Time-management
• Multi-tasking abilities
• Organizational skills
• Problem-solving abilities
• Attention to detail
• Active listening