Case Manager Emergency Housing

PURPOSE

Provide trauma-informed, family-centered case management services to families residing in the emergency shelter. Support parents, caregivers, and children in identifying immediate needs, developing housing-focused service plans, connecting to community resources, and working toward safe, stable, and sustainable housing.

Job Duties

1. Provide case management, advocacy, and service coordination to families residing in the emergency shelter.
2. Conduct family intakes, orientations, assessments, and exit planning; review shelter expectations, safety procedures, available services, and immediate needs with each family.
3. Partner with families to develop, implement, evaluate, and revise individualized service plans with measurable short-term and long-term goals focused on housing stability, income, education, employment, health, and family well-being.
4. Support families in obtaining basic needs, including food, transportation assistance, hygiene items, clothing, school supplies, childcare referrals, and other essential resources.
5. Link families to appropriate services within and outside the YWCA, including housing navigation, benefits, employment and training, legal assistance, childcare, education, health care, mental health, substance use treatment, parenting support, and other community resources.
6. Coordinate with shelter staff, schools, landlords, property managers, social service providers, and community partners to support family safety, child stability, and progress toward permanent housing.
7. Provide crisis intervention, de-escalation, mediation, and strengths-based coaching using trauma-informed and culturally responsive practices.
8. Maintain accurate, timely, and confidential electronic records, case notes, reports, referrals, service plans, and billing documentation in accordance with agency, funder, and program requirements.
9. Facilitate or support life skills workshops, resident meetings, parenting supports, housing readiness activities, and other family-centered programming.
10. Demonstrate understanding of and sensitivity to cultural differences, family composition, lived experience, and the impact of homelessness and trauma.
11. Maintain appropriate professional boundaries with families, residents, staff, volunteers, and community.
12. Demonstrate compliance with all applicable confidentiality, HIPAA Privacy and Security Standards, mandated reporting requirements, and YWCA policies and procedures.
13. Perform other duties as requested.

RELEVANT BACKGROUND

Experience and Education Qualifications

• Associate’s degree in social work, Human Services, Psychology, Counseling, Family Studies, or a related field required; bachelor’s degree preferred. Equivalent education and relevant experience may be considered.
• Two (2) years’ experience providing case management, crisis intervention, housing support, or advocacy services to families, children, or individuals experiencing homelessness, housing instability, domestic violence, poverty, behavioral health needs, or related barriers.
• Experience working in an emergency shelter, residential program, or other high-need social services environment preferred.

Core Competencies

• Teamwork
• Accountability
• Mission Focus
• Diversity/Diverse Perspectives
• Commitment to Excellence
• Flexibility/Adaptability

Functional Competencies

• Build strong, respectful relationships with families
• Practices trauma-informed, strengths-based, and family-centered case management
• Builds collaborative networks with schools, landlords, service providers, and community partners
• Uses effective crisis intervention, conflict resolution, and de-escalation skills
• Listens, understands, and responds with empathy and professionalism
• Maintains quality documentation, organization, confidentiality, and follow-through
• Manages oneself and practices wellness while working in a fast-paced shelter environment

Knowledge, Skills and Abilities

• Knowledge of community resources, housing systems, public benefits, childcare, education, health care, behavioral health, and family support services.
• Knowledge of homelessness, family systems, trauma-informed care, motivational interviewing, crisis intervention, and strength-based service planning.
• Ability to support families from diverse backgrounds, cultures, languages, family structures, and lived experiences.
• Ability to complete accurate case notes, assessments, service plans, referrals, reports, and data entry in a timely manner.
• Computer literacy required, including Microsoft Office and electronic case management systems; HMIS or similar database experience preferred.
• Bilingual in Spanish preferred.

Additional Requirements

• Must possess a valid NYS driver’s license and have access to reliable transportation.
• Must be able to work a flexible schedule, including occasional evenings, weekends, or on-call responsibilities based on shelter and family needs.
• Must complete required background checks, trainings, and certifications as required by the agency, funders, and applicable regulations.

WORK ENVIRONMENT

Work is performed primarily in an emergency shelter and social services office environment serving families experiencing housing instability. The role requires frequent interaction with parents, caregivers, children, shelter staff, and community partners; the ability to respond to urgent needs and crises; and regular movement throughout the shelter. Regularly required to be able to lift up to 30 pounds.

At YWCA of Rochester & Monroe County, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an Equal Opportunity Employer, we stay true to our mission by ensuring that our place can be anyone’s place. 

Salary : $22 - $24