Family Support Specialist - ICC (Memphis)

Tennessee Voices Inc. is Tennessee’s collaborative leader in mental health and family well-being. Each year, we serve thousands of children, parents, and adults across all 95 counties with services that prevent crisis, heal trauma, and build long-term stability. Our model works because it’s whole-family, trauma-informed, and community-driven. By healing parents alongside their children, providing critical resources like housing and mental health support, and advocating for systemic change, TN Voices helps families thrive and communities grow stronger.

Summary: The Family Support Specialist provides direct support, coaching, and system navigation assistance to families of children with mental health or behavioral needs. The role relies on the specialist’s own lived experience as a caregiver to help other families access resources, strengthen advocacy skills, and improve functioning at home, school, and in the community.

Essential Duties & Responsibilities:

Family Support & Advocacy

• Assist families in navigating child serving systems and accessing community resources.

• Provide family coaching to strengthen caregiver capacity (including early childhood social emotional support where applicable).

• Support families in securing formal, informal, and natural support to meet their needs.

• Teach and model effective advocacy skills and provide ongoing caregiver support.

Service Planning & Coordination

• Assist families in developing attainable goals that improve functioning at home, school, and in the community.

• Participate in or facilitate Child & Family Team (CFT) meetings, including coordinating logistics and completing required documentation.

• Monitor progress toward the Service Plan/Plan of Care, identifying barriers and successes.

• Support families in accessing medication management, psychological/psychiatric evaluations, and school-based services (IEP/504 meetings).

Direct Service Delivery

• Provide face-to-face services in the home or community on a regular basis.

• Conduct coaching sessions, collect pre/post assessments, and obtain satisfaction surveys.

• Facilitate trainings, groups, or caregiver support meetings as assigned.

Collaboration & Outreach

• Partner with Care Coordinators, therapists, school personnel, and other team members.

• Participate in program meetings, supervision, reflective practice, and required trainings.

• Engage in community outreach and resource networking.

• Work with community engagement staff to build relationships with local providers and supports.

Documentation & Compliance

• Submit timely and accurate documentation, timesheets, and required reports.

• Ensure all practices comply with HIPAA, program guidelines, funder requirements, and CARF standards.

• Maintain confidentiality and follow federal, state, and agency policies.

Other Responsibilities

• Perform additional duties as assigned by the supervisor or leadership.

Qualifications:

• Minimum of a high school diploma; Certified Family Support Specialist (CFSS) preferred or eligibility to obtain certification.

• Lived experience as a family member or caregiver of a child with a mental health diagnosis.

• Personal experience navigating child-serving systems (education, juvenile justice, behavioral health, early childhood, etc.).

• Experience in non-profit or child-serving systems preferred.

• Established support system and ability to access community resources.

• Basic computer and writing skills; ability to use electronic databases (Microsoft Office proficiency preferred).

• Ability to travel, maintain reliable transportation, valid auto insurance, and reliable home internet service.

Certificates, Licenses, Registrations: Valid driver’s license, proof of automobile insurance, CFSS

Core Competencies:

• Assists the family in navigating various child-serving systems and in connecting with resources and identifying and overcoming barriers/service gaps.

• Assists assigned families to secure both formal and informal support to meet the family’s needs.

• Assists families/caregivers to develop attainable goals that help the child function better in the home, school, and community through promoting and modeling system of care.

• Ensures that required paperwork is completed as instructed in the assigned time frame.

• Models and teaches effective advocacy skills, provides caregiver active support and regular visits.

• Complies with agency customer service policy.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, push, pull, and carry/lift up to 50 pounds. The employee is occasionally required to climb, bend, or crouch. Specific mental abilities required by this job include continuous concentration to detail; ability to remember multiple tasks, oral and written communication; and an attention span of 1+ hour(s) on a task.

Work Environment: The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Performance Evaluation: Employees are evaluated on an annual basis. Performance Reviews are completed electronically by the employee’s direct supervisor, then reviewed and approved by regional or program of leadership. Employees are given the opportunity to review their performance evaluation with their supervisor and will be required to acknowledge receipt of the annual review electronically.

Core Values: V.O.I.C.E.

• V – Vulnerability and Integrity. We lead with truth and act with authenticity. We choose deeds over words and transparency over pretense. We hold ourselves and each other accountable by following through on our commitments. Trust is built through kind, honest, ethical, and clear communication. We know our strengths and share them with intention.

• O – Openness and Connection. We foster belonging and celebrate one another. We promote an environment where everyone feels safe, included, and heard. We value diverse perspectives, invite honest feedback, and lead with a welcoming spirit. We celebrate our wins—big and small—and lift each other up through support, presence, and shared pride in our work.

• I – Innovation and Growth. We cultivate curiosity and embrace change. We embrace lifelong learning and welcome questions, feedback, and growth. We keep an open mind and heart, recognizing there is always more to learn and new perspectives to consider. No idea is too small and no voice is too quiet. We lean into the unknown, explore bold ideas together, and support one another across roles because shared growth moves us all forward.

• C – Compassion and Hope. We lead with heart and serve with purpose. We show up with dedication, warmth, empathy, and humility. We listen with care and assume the best in others. We stay present and grounded, even when things are difficult, because we believe in the future we’re building for every child, family, person, and community we serve.

• E – Experience and Insight. We believe in the power of lived and learned experiences. We rise by lifting others. We are driven by a deep passion for service and guided by the voices of those we serve. Our purpose is to help others flourish and build resilience and a better future. Grounded in joy, lifted by humor, and guided by vision, we stay focused on what matters to create lasting, meaningful change.

Promotion & Advancement: To be considered for promotion to a higher position, the

employee must have met the personal and professional development requirements established by the company and must have demonstrated strong on-the-job performance. Please see your supervisor or manager for additional details.