Essential Job Responsibilities.

• Conduct interviews and assessments leading to program qualification

• Work with Coordinated Entry Lead Team, other external referral sources, and internal Connections Case Managers to intake new participants

• Work with the Housing Navigator and local landlords to monitor housing and advocate for participants; advocate for participants to help participants maintain housing

• Provide ongoing case management to individuals who have experienced homelessness with support and comprehensive goal planning around educational, employment, budgeting, housing, health and wellness, and children’s educational goals. Assist participants in identifying and locating services that will help them implement their goals.

• Develop and maintain working knowledge of community resources related to case management

• Maintain contact with other service providers and participates in planning and service coordination meetings as needed. Advocate to ensure participants receive fair and consistent services and public benefits to which they are entitled. Work with participants to enroll in public benefits to which they are entitled

• Support client in working to increase income through linking to resume/interview workshops, individual job-readiness coaching, enrollment in college or vocational training, and job-training programs to facilitate skills training.

• Teach participants how to properly organize and maintain household, basic safety skills, routine home maintenance

• Teach practical financial skills, including developing a household budget, paying bills in a timely manner, and opening and maintaining a bank account

• Support clients moving into stable long-term housing

• Advocates for and actively assists residents in obtaining services (e.g., health, mental health, intellectual disability, alcohol and drug, housing referrals, financial assistance, home-based services, training, medical services, mentoring, and socialization);

• Keep accurate, complete, and up-to-date client files and HMIS data. Prepare reports and other paperwork per established program standards

• Participate in regular staff, case staffing, in-service, and other meetings

• Maintain relationships with other service providers and participate in planning and service coordination meetings and activities as needed

• Attend to all City Permanent Supportive Housing calls

• Work with Case Managers in other programs

• Plan and implement family programming along with Case Managers in other Connections programs

• Implement trauma informed care and harm reduction best practices

• Adhere to the Core Values and Code of Conduct for Connections for the Homeless

• Perform other duties as assigned

Caseload Management:

• Oversee as a team with Housing Services Manager of Permanent Supportive Housing the delivery and evaluation for PSH programming to ensure all deliverable are met.

• Maintains an average annual active caseload as assigned by Management.

• Acts as a liaison when required to ensure that clients are properly referred within agency programs or external services in order to remove barriers to treatment and care.

Service Planning and Documentation:

• Ensures all documentation is timely, accurate, legible and clear.

• Empowers clients to participate in their treatment planning as needed.

• Maintains progress notes and progress reviews in client records as specified in agency policy, program guidelines and performance standards.

• Inputs client information using electronic data entry according to agency and departmental guidelines.

• Maintains an accurate record on time sheet reflecting time spent in program worked.

• Prepares necessary program reports and records as requested by the supervisor and/or manager.

Manage Resources:

• Maintains comprehensive knowledge of community services in order to apply knowledge of services to individual client needs.

• Supports billing through concurrent documentation of service provided and budget activities as required (i.e. reconciling billing across data systems including: PCIS, Web-based systems, CASEWATCH, Provide Enterprise, CareWare, HIMS, NextGen and client electronic health records).

• Participates in staff training sessions within the timeframes specified and as required by the agency and the funding source.

Community Involvement:

• Participates in agency developmental activities as requested.

• Other duties as assigned.

Safety:

• Ensures proper hand washing according to Centers for Disease Control and Prevention guidelines.

• Understands and appropriately acts upon assigned role in Emergency Code System.

• Understands and performs assigned role in agency’s Continuity of Operations Plan (COOP).

Culture of Service: 3 C’s

Compassion

• Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
• Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

• Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered.

Commitment

• Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed.
• Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided.

Contact Responsibility

• The responsibility for internal and external contacts is frequent and important.

Physical Requirements

• This work requires the following physical activities: constant sitting, walking, and hearing, talking in person and talking on the phone. Occasional driving stretching/reaching and standing are required. Work usually performed in an office setting.

Travel Requirements and Details:

• Own transportation required/Home Visit/ Annual and Home Inspections

Work Experience:

At least three year of experience of case management, working in social services, preferably with individuals or families impacted by homelessness, mental health and/or substance abuse populations, by domestic violence, or participants impacted by trauma.

Skills:

• Customer Service

• Critical Thinking

• Planning & Organizing

• Written Communication

• Verbal Communication

• Interpersonal Skills and conflict resolution skill

• Bilingual (English, Spanish and/or Creole)

• Computer literacy

• Microsoft Office (Word, Excel and PowerPoint)

• Healthcare systems

Motivations:

• Ability to Make an Impact
• Goal Completion
• Flexibility
• Goal Completion

Behaviors:

• Dedicated
• Detail Oriented
• Team Player
• Innovative
• Leader

Education:

Bachelors preferred or 5 years of experience on similar role

Education

• Bachelors or better in Social Work or related field

Skills

• Interpersonal Skills
• Customer Support
• Courteous
• Customer Focus
• Oral Communication
• Patience
• Phone etiquette
• Multitasking
• Enthusiastic
• Commitment
• Customer Service
• Compassion
• Verbal Communication
• Microsoft Office
• Team Player
• Written Communication

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals