Case Counselor

About the Role

A Case Counselor's principal role is to respond with care, creativity, and urgency to the needs of individuals experiencing homelessness who come to the Hospitality Hub each day for support and services. The Case Counselor’s role is to create pathways out of homelessness for each person and to ensure they have access to services while they are unhoused.

The Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Team Culture and Expectations:
The Hub is a human‑first social agency meaning our goal is to decrease suffering for the person in front of us while simultaneously building system solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights.

Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals.

Primary

Location:

590 Washington Ave. Memphis, TN 38105

Hours:

Typical hours for this position are Monday through Friday 8a.m. to 4p.m.

A generous paid time off policy, parent leave, professional development, 401(k), and medical insurance are offered to all regular full‑time employees. Regular training is provided to all employees.

Pay:
The salary for this position is dependent on the candidates demonstrated experience, expertise, and skill. The salary range starts at $17. Hourly team members are compensated with overtime pay for hours exceeding 40 hours a week.

Reports to:

Guest Services Supervisor

Bachelor's in Social Work, Psychology, Sociology or related field, or six years working in a Social Work related field.

• Collaborate closely with fellow Case Counselors, Street Outreach Specialists, the Guest Services Supervisor, and Hub leadership to provide high‑quality, coordinated support for all guests.
• Conduct intakes and comprehensive assessments to identify individual needs, barriers, and goals related to housing stability, employment, mental health, and overall well‑being.
• Co‑create goal‑oriented case plans with clients to address root causes of homelessness, using motivational interviewing and strength‑based, trauma‑informed approaches.
• Maintain accurate and timely data entry in the Homeless Management Information System (HMIS) and other required databases.
• Stay informed about all Hub programs and community resources to ensure guests receive accurate, relevant, and comprehensive information and referrals.
• Facilitate client access to essential services such as healthcare, benefits (e.g., SNAP), identification, and housing programs.
• Provide consistent follow‑up to ensure progress toward goals is measurable, time‑bound, and sustainable.
• Build and maintain trusting relationships with guests, modeling empathy, respect, and cultural sensitivity.
• Utilize de‑escalation and mediation skills to resolve conflicts and maintain a safe, welcoming environment for all.
• Support team communication and coordination through active participation in Slack and other organizational tools.
• Monitor and uphold Hub safety and health protocols, including COVID‑19 guidelines. Ensure completion of daily shift checklists, incident reports, and other documentation as required.
• Maintain a clean, organized, and safe environment in all Hub spaces.
• Assist in data reporting by providing accurate daily counts of guests served, meals provided, and outcomes achieved.
• Communicate celebrations, concerns, and client progress through proper channels and to appropriate supervisors.
• Proactively identify issues and propose solutions to improve services, efficiency, and client experience.
• Step into other roles or support additional Hub programs (e.g., Hub Hotel, Warming/Cooling Centers) as needed.
• Represent the…