Case Manager

Job Title: Case Manager

Department: Houseless Intervention Services

Reports to: Team Lead Supervisor

Salary Grade/Level/Family/Range: Level I: $26.52

Effective Date: 3-Aug-22

FLSA Classification: Non-exempt

Job Summary: Case Managers will engage with, check in on, and manage a caseload of individuals in response with the goal to meet their immediate needs, establishing a set of long-term goals, and helping mitigate any barriers to attaining housing. Duties and Responsibilities are used in revising or developing performance review objectives for employees.

Duties/Responsibilities:

Participant

• Case management assessments, service plan goals (short term/long term). Participate in case consultations and wrap-around meetings.
• Facilitate client assistance needs, information, basic needs form support, referrals, advocating, and direct service.
• Assist the assigned caseload in finding sustainable housing.
• Joining participants for appointments as necessary.
• Engage with individuals who are experiencing houselessness through maintaining an assigned caseload.
• Research new resources for participants.
• Perform gate shack duties, including letting participants and staff into the gate.
• Create referrals for Peer Support Specialist as needed.
• Respond to Crisis, write critical incident reports and incident reports as necessary.
• Fulfill duties of a Mandatory Reporter as outlined by All Good Northwest, hereinafter referred to as The Company, Multnomah County, and the Joint Office of Homeless Services (JOHS).
• Follow steps outlined by The Company and the JOHS on engaging with assigned caseload and reporting on the health and well-being of that caseload.
• Assist in delivery of hygiene and other essential supplies to individuals.
• Provide resources and referrals.
• Responsive and available to the milieu/social environment.
• Respond to crises appropriately.
• Build relationships with program participants.
• Work with staff and participants to ensure that the village is safe and welcoming to a broad diversity of participants experiencing homelessness.
• Log daily notes, including things such as notable interactions between participant and staff, using cloud-based software, while creating time-stamped and accurate records of services provided on the site
• Utilize a strengths-based approach with participants as they manage village living, which involves supporting participants with communal living, interpersonal conflict, and the stressors of houselessness.
• Communicate intentionally with participants and staff involving issues of shelter management.

Staffing

• Work effectively with village staff; participate in team building, staff meetings, and organizational functions
• Participate in case consultations and wrap-around meetings.
• Act in the full capacity of a Mandatory Reporter as needed per organization, Multnomah County and JOHS guidelines.
• Coordinate and communicate information regarding participants with staff on other side of the week
• Read and respond to emails within 2 regularly scheduled working days.
• Collaborate with BHS and wrap-around team on crises and occurrences.
• Attend supervision, staff supervisions, required training, staff meetings & any appropriate community meetings.
• Attend crossover with team daily (at the beginning and end of shifts) and with whole staff on Wednesdays.
• Distribute and record distributed Tri-Met passes.
• Support Case Coordinators and Navigation Specialists as they conduct unit checks.
• Maintain effective communication and collaboration with the Wrap-Around Team, Case Coordinators, Navigation Specialists, Team Lead Supervisors, and Program Manager
• Process paperwork and forms as required by All Good Northwest and the Joint Office of Homeless Services (JOHS).
• Engage in advocacy for participants and staff.
• Support on-site volunteers to have a meaningful experience. Help them find projects to do while they are volunteering alongside staff at the village.
• Monitor the daily duties of staff and volunteers to ensure that programs are of appropriate quality and that resources are used effectively.
• Create referrals for Peer Support Specialist as needed.
• Write critical incident reports and incident reports as necessary.
• Attend and participate in all outlined trainings as directed by the Safety and Training Manager and site leadership.

Administration & Facilities

• Attend supervision, staff supervisions, staff meetings & any appropriate community.
• Assist in delivery of hygiene kits and essential supplies to individuals as a part of assigned caseload.
• Required to being familiar with client files, writing case notes, daily notes, attend all staff meetings.
• Respond and be available to the milieu, conduct unit checks.
• Work with village staff to maintain the cleanliness of the facility, performing assigned duties in a timely manner.
• Work with Navigation Specialist to submit client assistance funds requests.
• Attend crossover with team daily (at beginning and end of each shift) and with whole staff on Wednesdays.
• Coordinate and communicate information regarding participants with staff on other side of the week.
• Collaborate with BHS and wrap-around team on crises and occurrences.
• Attend and participate in all outlined trainings as directed by the Safety & Training Manager and site leadership.
• Adhere to all state and federal privacy and security regulations applicable to the program, and to The Company policies and agreements regarding confidentiality, privacy, and security.
• Read and respond to emails within 2 regularly scheduled working days.
• Process paperwork and forms as required by The Company and the JOHS.
• Participate in the determination of organizational policies regarding such issues as participant eligibility, program requirements, and program benefits.
• Maintain effective communication and collaboration with the Wrap-Around Team, Navigation Specialists, Team Lead Supervisors, and Program Manager.
• Participate in compliance, quality assurance, and quality improvement activities as directed.
• Perform gate shack duties, including letting participants and staff into the gate.
• Initiate and maintain organization and cleanliness in shared shelter areas and workspaces
• Help to facilitate the structure of the day; ensure that the daily and nightly routines—i.e., cleaning, sanitizing, food service, supply stocking, etc.—are observed
• Maintain the cleanliness of the facility.

Supervisory Responsibilities:

• None.

Required Experience:

• 1-2 Years in a case management role or similar work (paid or volunteer) within a social services/non-profit agency or at least 6 months’ employment at All Good Northwest working an average of 20+ hours a week.
• Working with client information databases
• Developing operating strategies, plans, or procedures
• Providing support services or caregiving experience.
• Possessing knowledge of human behavior and performance; individual differences in ability, personality, and interests.
• Knowledge of principles and processes for providing customer and personal services.

Required Skills/Abilities:

• Possess an understanding of Housing First and Harm Reduction models.
• Open to change (positive or negative) and considerable variety in the workplace.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliations, cultural backgrounds, lifestyles, and sexual orientations and treat each individual with respect and dignity.
• Maintain professional and appropriate boundaries

Preferred Education:

• Bachelor’s degree in Social Work, Psychology, or another related field.
• Other social services certification or training.
• Lived experience

Additional eligibility requirements:

• Sufficient manual dexterity and physical ability to perform assigned tasks.
• Must be able to pass a background check upon hire.
• Must be able to work in a drug-free environment.

Work environment:

Working indoors and outdoors in heat and cold | Slippery and uneven walking surfaces | Working in close proximity to others | Exposure to offensive odors

Physical Requirements:

Ability to lift up to 50lbs | Bending, stooping, reaching | Sitting for extended periods of time | Standing for extended periods of time

Travel required:

Occasional travel to and from other work sites up to 25% of the time.

Required Competencies

1. Accountability – Accepts personal responsibility for the quality and timeliness of his or her work. Doesn’t
2. engage in behavior designed to justify and document decisions for self-protection purposes. Acknowledges and corrects mistakes. Doesn’t make excuses for errors or problems.
3. Attendance/Punctuality/ Dependability - Comes to work on time every day. Is fully prepared and ready to work at beginning of work schedule and continues until workday is done. Makes appropriate arrangements
4. when adverse weather or other problems might delay on-time arrival. Conforms to work hours and schedule. Informs supervisor and others immediately when unexpected problems cause absence, lateness, or the need to leave early.
5. Initiative – Takes prompt action to accomplish tasks and meet goals and objectives.
6. Quality/Compliance: Achieving a standard of excellence with our work processes and outcomes, honoring company policies and all regulatory requirements.
7. Service Orientation – Applies effective interpersonal and problem-solving skills when responding to participants.
8. Computer Skills – Uses computers, cell phones, software applications, databases, and automated systems to accomplish work.
9. Writing – Communicating effectively in writing as appropriate for the needs of the audience.
10. Speaking – Talking to others to convey information effectively.
11. Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do.
12. Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
13. Negotiation – Bringing others together and trying to reconcile differences.
14. Monitoring – Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
15. Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Being helpful, respectful, approachable and team oriented, building strong working relationships and a positive work environment.
16. Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.