Engagement Case Manager

Engagement Case Manager

Classification:
Exempt

Reports to:

Clinician

Date:
February 2026

Each day at Volunteers of America, we strive to exemplify our foundational pillar of Servant Leadership and Cultural Values of Communication, Compassion, Integrity, Respect, and Excellence.

At VOA we are committed to providing opportunities that help staff grow and enhance their skill sets.

As part of this commitment, we invest in on-the-job training to prepare employees for their new positions, offer professional development opportunities, coaching, and career pathways to promote our culture of helping staff advance their careers throughout the organization.

The Engagement Case Manager will increase the active engagement of patients (decrease disengagement and risk attached), increase patient accountability with policy, and improve overall satisfaction with the experience in treatment. This position will support assigned patients and facilitate linking them to appropriate community service resources. As well as assist and keep clinical services and medications as needed in cooperation with the treatment team.

• Contacts the patients referred by Clinicians and Providers not attending scheduled service appointments to confirm if they want services. The purpose of the contact is to:
  • Identify barriers to patient attending and addressing them (i.e., different day, time, new therapist, etc.).
  • If the patient cannot be re-engaged in treatment services, create Discharge/Transfer Planning.
• Contributes to treatment teams across all outpatient programs
• Compose communications in letter form if unable to reach over the phone.
• Enforce Engagement policy.
• Monitoring the patient’s appointments once the engagement process has started.
• Investigates last appointment attended, possible patterns in disengagement, and provide communication to treatment team(s).
• Brings all aspects of the treatment plan and team together for decisions on the patient’s overall care.
• Receives referrals for Case Management services/treatment from therapists; provides an initial and ongoing assessment of patient needs for case management, treatment, support, and/or skills training.
• Is familiar with community resources and makes appropriate referrals and/or links patient to those resources.
• Provides case management monitoring of the patient's condition(s) and progress or lack of progress and communicates this to the primary therapist.
• Advocates on behalf of the patient to ensure their access to needed resources and their rights are respected.
• Provides rehabilitation services to all patients in need, including readiness assessment, skills training on an individual and group basis, assisting clinicians who facilitate group activities, and case management to improve the Patient’s functioning and help the patient be successful in their treatment goals.
• Provide crisis intervention support for patients struggling in their care.
• Carries out rehabilitation services according to the patient's treatment plan and goals and identifies possible service needs to the primary Clinician in support of comprehensive treatment planning.
• Provides program and case consultation and education services as needed.
• Responsible for tracking supported employment activities and assisting with the development and implementation of supported employment programming as directed by the supervisor or Clinic Director.
• Maintains case records and documentation according to the Policies and Procedures for Volunteers of America Northern Rockies.
• Actively participates in supervision meetings, clinic meetings, case discussions, planning for treatment provision, and agency development required training activities.
• Maintains a suitable professional demeanor that includes contributing to a positive work environment within VOANR through the exercise of dependability, flexibility, cooperation, supportiveness and respect for others, communication, creativity, ethical behavior, and appropriate appearance.
• Other duties as assigned.

• Strong Communication skills (Written and Verbal)
• Proficiency with computers
• Proficiency with Microsoft Office software:
  Outlook, Word, Excel
• Ability to…