VA Case Manager

VA Case Manager Job Description

Summary

Primary responsibility is direct service case management, housing support, and spiritual care for VA guests at the New Life Center. Key elements involve case management services that lower housing barriers, assistance in securing housing, collaboration with supportive services in the community, relationship building, support and accountability for guests, and helping individuals to a place of self-sufficiency.

At New Life Center, our work is grounded in our Christian mission and values. Each role contributes to the ministry and operations of the organization. We seek staff who are committed followers of Jesus Christ, aligned with our Statement of Faith, and who model our REAL values — Respectful, Encouraging, Accountable, and Loving — in their work and interactions.

Essential Functions

Essential Function 1: Direct Service Related

• Perform housing assessments with guests and enter their assessment into the Community Coordinated Entry System in the HMIS database.
• Create and follow up on an individualized case management plan based on specific guest needs and desires.
• Assist guests in lowering barriers to becoming successfully housed.
• Community Collaboration: Build partnerships and coordinate with local veteran service providers to connect guests with relevant resources and support. Create a spreadsheet of all services and regularly update the relevant information.
• VA Meetings & Trainings: Attend all required VA GPD virtual meetings, trainings, and compliance updates.
• Bed Availability Outreach: Coordinate with organizations to find veterans to fill the GPD beds.
• Admission: Coordinate with the VA on possible admissions. Track dates of admission and stay on top of guest’s status. Admit guests into the program and facilitate their intake during working hours.

Essential Function 2: Relationship Building and Support

• Weekly Case Management: Conduct one-on-one case management meetings weekly with each veteran in the program. A minimum of 5 CM meetings per day is required.
• House Meetings: Facilitate monthly house meetings for veterans to address concerns, reinforce rules, and encourage community accountability. Facilitate weekly support meetings for guests in GPD.
• Individual Service Plans: Collaborate with veterans to develop and update personalized service plans addressing housing, income, health, recovery, and personal goals.
• Mental Health & Recovery Support: Monitor wellness and sobriety. Refer veterans to mental health or substance use support services as needed and track ongoing engagement.
• Connection: Establish and help connect guests with groups such as recovery groups, veteran groups, Bible studies, etc.

Essential Function 3: Housing and Income Support

• Assist veterans in identifying permanent housing options, applying for benefits, and accessing employment services.
• Assist veterans in securing financial assistance to secure housing, such as down payments and/or damage deposit assistance.
• Collaborate with community-wide supportive services to help guests remain successfully housed.
• Assist guests in securing furniture and housewares through community voucher programs.
• Attend coordinated entry and partner agency meetings. 

Essential Function 4: Dorm Management and Cleanliness

• Daily Chores & Cleanliness: Ensure all veterans complete their assigned chores and that the Passport area is clean and orderly each day. Be present every morning to supervise and facilitate during chore time.
• Room Inspections: Conduct daily checks of all beds and bed spaces to ensure cleanliness and compliance with shelter standards.
• Food Policy Enforcement: Check daily to ensure that no food is stored in the Passport area.
• Deep Cleaning Coordination: Collaborate with operations staff to facilitate a deep clean of the Passport area every (Friday), including stripping all beds and laundering bedding.
• Hygiene Monitoring: Ensure guests with hygiene challenges are showering and washing their clothing at least once per week. Refer guests who need support with hygiene, grooming, bathing and medication management.

Essential Function 5: Program Compliance Management

• Attendance Tracking: Take daily attendance by reviewing the door scan report and conducting headcounts throughout the day. Submit an accurate attendance report each day.
• Incident Reporting: Immediately report any incidents—including hospitalizations, behavioral concerns, or safety issues—to the Shelter Ministry Program Manager and the GPD Liaison.
• Documentation & Case Notes: Maintain accurate and timely documentation of case management meetings, service plans, incidents, and progress notes in the approved system.
• Guest Intakes & Orientation: Conduct intake assessments for new veterans and provide clear orientation on program rules, expectations, services, and available resources.
• Absence Monitoring & Discharge: Monitor guest attendance. Discharge veterans in accordance with GPD policy.

Essential Function 6: Other Considerations

• Teamwork: Work collaboratively with administration and other shelter staff to meet day-to-day organizational needs.
• Resource awareness and networking: Actively participate in networking and collaboration with local service providers.
• Data entry: Entering and monitoring of data, case notes/logs in relevant guest database(s).
• Customer service focus: Treat all who come to the New Life Center seeking assistance with respect and dignity, with the ultimate goal of helping them to a place of self-sufficiency.
• Meetings: As required, attend various meetings. Some travel is required.
• Integrity and confidentiality: Maintain a high level of personal integrity and confidentiality relating to shelter operations and those we serve.
• Participate in program development, to include basic needs, life skills, and faith (Christian) focused programs.
• Participate in a rotation of on-call staff to address program staff questions, concerns, and other programmatic needs when management or supervisors are unavailable.
• Ability to drive a 15-passenger van.
• Emergency Preparedness: Maintain updated emergency contact information for all guests. Ensure that veterans are familiar with shelter emergency protocols and procedures.

ADA & Reasonable Accommodation

New Life Center complies with the Americans with Disabilities Act (ADA). Qualified individuals are considered for positions based on their ability to perform the essential functions of the job, with or without reasonable accommodation. Reasonable accommodations will be provided in accordance with applicable law unless doing so would cause undue hardship or pose a direct threat to safety. 

Position Reports to Erika, Shelter Ministry Program Manager

Erika oversees New Life Center’s emergency shelter programs, leading a dedicated team that provides compassionate care to individuals in crisis. She joined the Mission in 2024, bringing six years of managerial experience. With a degree in psychology, Erika enhances our ability to serve those in need with understanding and empathy.

This job description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by the Program Director, the requirement for flexibility in helping others, or the highly valued team-oriented approach used for the overall benefit and success of New Life Center.

Personal: 

• Personal, evident, growing relationship with Jesus Christ. 
• Compassionate heart for those in need.
• Willingness to serve others. 
• Desire to see the lost transformed through the love of Christ.
• Active church attendance. 

Required Education and Experience:

• Bachelor’s degree in social work or related field. 
• Minimum 2 years prior experience in a social service field. 

Additional Eligibility Requirements:

• Ability to pass a pre-employment drug test and background check.
• Must posses a valid driver’s license, maintain an acceptable driving record in accordance with the organization’s insurance carrier requirements, and provide proof of insurance, as required for the performance of job duties.
• If in recovery, a minimum of one year of sustained recovery with active participation in a 12-step program is required; two or more years is preferred.

Skills:

• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated effective time management and organizational skills.
• Ability to use independent judgment to accomplish goals.
• Creative, positive, and passionate about work.
• Adapts positively to continuous change.
• Ability to motivate and coach individuals.
• Ability to maintain a high level of confidentiality and personal integrity.
• Ability to work independently and as part of a team.
• Proficient in desktop computer applications software (preferably Microsoft Office).

Work Environment:

• Regularly required to stand, walk, bend, stoop, and move throughout the facility.
• Ability to conduct room inspections, supervise common areas, and remain present in dormitory and program spaces for extended periods.
• Must be able to lift, push, pull, or carry up to approximately 25–30 pounds.
• Ability to climb stairs and navigate multiple areas of the facility.
• Work may involve exposure to cleaning agents, laundry areas, and typical shelter-related conditions.
• May be exposed to emotionally charged situations and behavioral concerns requiring calm, professional response.
• Must be able to safely operate a 15-passenger van as part of job duties.

Religious Bona Fide Occupational Qualification BFOQ

New Life Center is a faith-based Christian ministry. Consistent with Title VII of the Civil Rights Act, alignment with New Life Center’s Statement of Faith and values may be considered a bona fide occupational qualification (BFOQ) for this position. Employees are expected to conduct themselves in a manner consistent with the organization’s Christian mission, beliefs, and code of conduct.