Case Manager

Gateway West, located at 7440 Jim McDowell NW, is the City’s largest shelter and serves an average of 600 people per night, with cold winter nights bringing in more than 700 people.

The shelter offers a safe and welcoming environment to men and women experiencing homelessness in Albuquerque.

The center is open year-round, offering meals, a warm bed, and secure under-bed storage.

Shuttle service is provided daily.

OBJECTIVE AND POSITION SUMMARY

The case manager provides comprehensive, case management services to individuals and families experiencing homelessness or housing instability. Through a client-centered, trauma-informed approach, this role is responsible for supporting participants as they work toward housing stability and self-sufficiency. The Case Manager engages clients in the community—meeting them where they are—to conduct holistic assessments, develop individualized service plans, and facilitate access to vital resources including housing, healthcare, behavioral health services, public benefits, and employment support. This position plays a critical role in fostering long-term stability by addressing barriers, strengthening support systems, and coordinating care across service providers to ensure each client’s unique needs are met with dignity, respect, and compassion.

PRIMARY DUTIES AND ESSENTIAL FUNCTIONS

• Conduct field-based outreach and intake assessments in coordination with community partners and outreach teams
• Develop and maintain individualized housing and service plans tailored to each client’s needs and goals
• Assist clients in securing stable housing by guiding them through applications, documentation, and housing searches
• Provide consistent case management through regular in-person and/or virtual check-ins
• Link clients to mental health services, primary care, substance use treatment, public benefits, and employment support
• Maintain updated client records, case notes, service plans, and outcome data in HMIS and internal systems
• Collaborate with landlords, housing authorities, and supportive service providers to ensure smooth transitions into and sustainment of housing
• Advocate for client rights, services, and fair treatment within various systems
• Coordinate with local Continuum of Care partners, including participating in case conferencing and housing navigation meetings
• Track and report progress toward performance outcomes as required by the City of Albuquerque
• Participate in trainings, audits, and monitoring visits related to the contract
• Ensure services are trauma-informed, culturally competent, and accessible to individuals with disabilities or language needs
• Other duties as assigned

MINIMUM QUALIFICATIONS AND COMPETENCIES

Education /Background:

• A Bachelor’s degree, preferred or
  • Two years of experience in housing, case management, or social service delivery
  • A combination of a minimum of six years of work experience and education will be considered
• Certified Peer Support Worker preferred
• Previous experience working with individuals experiencing homelessness or in a supportive housing setting is highly desirable
• Strong understanding of trauma-informed care principles and a commitment to applying them in practice
• Ability to work effectively with diverse populations and demonstrate cultural competency
• Excellent communication, problem-solving, and organizational skills
• Ability to maintain professionalism and confidentiality in a fast-paced, high-stress environment
• Proficiency in basic computer applications, including Microsoft Office and client management software
• Valid driver’s license and ability to travel locally as needed