Position Summary:

The Support Services Case Manager provides support in a case-management based program which is a client-centered, housing first, trauma informed, and designed to assist clients in locating and securing affordable and sustainable housing. Support clients in attaining the tools necessary to maintain long-term housing stability and achieve self-sufficiency and provide clients with general support and coaching. Collaborates with clients, other staff, volunteers, landlords, and partnering organizations to satisfy clients’ housing needs and support their housing plans. Manages resources and processes data relating to each client. Responsible for providing overall team backup and support to the other case managers and shelter residents. Oversees the shift activities, handles unusual situations as they arise, and provides direct support to shelter residents and walk-in clients. Provides support to Residential Assistants, to include monitoring of all shelter residents and walk-ins. This is an on-site position. A high emphasis is placed on quality assurance for this role. Serves as the point person and decision-maker ensuring that the Residential Assistants on shift operate as an effective team. This is an on-site position. Monday – Friday 4:00pm – 12:00am shift.

Qualified candidates for this position must have:

• Bachelor’s Degree from an accredited school with a minimum of 120 college credits in Social Work or mental health related field.
• Possession of a valid driver’s license required.
• Knowledge of homelessness issues in Howard County is required.
• Computer skills with various software – Microsoft Products proficient skills required.

Primary Responsibilities:

• Conducts Shelter Intakes and Case Manager Assessment thoroughly.
• Provide intensive and supportive case management to homeless households residing in Grassroots emergency shelter.
• Develop and maintain a working knowledge of affordable housing and related resources in Howard County and surrounding areas.
• Makes appropriate referrals to other agencies
• Assure case files are complete and orderly, complying with Grassroots standards and grant requirements.
• Accurately document and track all services provided to households & enter into ServicePoint (part of the County’s Homeless Management Information System (HMIS)) in a timely manner, entries and exits into the system within 24 hours.
• Maintain accurate and up-to-date client records in the HMIS ServicePoint database, complying with all HMIS policies and processes for data entry and client confidentiality.
• Participate in regular case manager meetings to share progress on individual Housing plans and collaborate for potential problem solving.
• Assist with discharging residents from shelter including possible limited assistance with moving.
• Completes monthly reports regarding caseload work and clients progress towards accomplishing their goals and housing plan.
• Provides assistance to clients to complete any housing vouchers applications and to submit applications in a timely manner.
• Handles usual and unusual situations as they arise, seeking supervisory feedback as needed, from Director of Homeless Services, or Sr. Director of Operations and Corporate Compliance Officer.
• Works closely with overnight staff to support program needs.
• Documents unusual incidents and makes recommendations regarding follow up.
• Assists with emergency shelter intakes.
• Assists with training and orientation of new staff.
• Oversees client activities to ensure the well-being of clients and the good order of the facility.
• Anticipates and when possible proactively plans for resident needs or concerns.
• Provides direct support services to shelter residents as needed.
• Acts as liaison between emergency shelter and crisis staff
• Welcome walk-in clients and determine best course of intervention.

Secondary Responsibilities

• Sees to timely provision of dinner service for residents.
• Accepts donations from the community.
• Dealing with immediate and urgent maintenance issues
• Coordinate with Senior Director of Operations and Corporate Compliance Officer to communicate maintenance needs to Howard County facilities dept.
• Participates on special committees as requested by the supervisor or leadership.
• Other duties as assigned.
• Provides shift coverage when needed.
• Documents resident activities and issues for follow up in the shelter log.

Agency-wide Responsibilities

• Reads 100% of all email communications and responds to emails in a timely manner prior or during their shifts.
• Participates in supervision, in-service training, and staff meetings.
• Maintains good working relationships with co-workers and positively contributes to group morale.
• Uses appropriate channels of communication to resolve conflicts with other staff.
• Interacts with staff, clients, and walk-ins in a professional and courteous manner.

Skills and Abilities

• Excellent oral and written communication skills.
• Ability to function successfully in an environment requiring immediate response to urgent situations.
• Spontaneous supervision of staff in real-time.
• Knowledge of and familiarity with local and statewide community resources.
• Analytical and problem-solving skills.
• Computer skills with various software and the internet.
• Case management skills.
• Counseling skills.
• Conflict resolution skills.
• Ability to build and sustain trust.
• Ability to motivate and negotiate with a variety of people.
• A strong sense of urgency about the importance of preventing and ending homelessness.
• Proven strategic thinker and problem solver.
• Demonstrated resourcefulness.
• Positive communication skills.
• Ability to work as a team member with other staff.

Work Conditions include:

• Holiday and Evening coverage required depending on scheduled shifts.
• Hours are flexible to meet program needs.
• Must be able to lift 25lbs.

**All incentives and/rewards are subject to the employee meeting the required policies and procedures, including, but not limited to, agency’s 3-month probationary period, performance metrics, and/or signed agreements prior to registration and authorization by Grassroots leadership**

Job Type: Full-time

Pay: $24.00 per hour

Expected hours: 40 per week

Benefits:

• 403(b) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Patient demographics:

• Adolescents
• Adults
• Children
• Older adults

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Case management: 2 years (Required)
• Homeless Population: 1 year (Required)
• Social work: 1 year (Preferred)
• Customer service: 1 year (Required)
• Computer literacy: 1 year (Required)

Ability to Commute:

• Columbia, MD 21044 (Required)

Ability to Relocate:

• Columbia, MD 21044: Relocate before starting work (Required)

Work Location: In person