Case Management Assistant

This is advanced professional field and client coordination work involving outreach operations, encampment response, housing stabilization, and the delivery of services to individuals experiencing homelessness or housing instability. Work involves coordinating outreach and service planning activities with internal staff, governmental agencies, housing and healthcare providers, law enforcement personnel, community organizations, and other service partners. An employee in this classification trains staff, monitors the work of others and performs a wide variety of technical assistance activities.

The incumbent provides operational support during field activities; conducts client intake, engagement, housing navigation, and service coordination; and assists with resolving complex service, placement, and housing stabilization matters. Responsibilities also include monitoring service activities and documentation for compliance with established procedures, maintaining client and program records, coordinating follow-up services, and assisting with the preparation of operational and program-related reports. Work is performed in accordance with departmental policies, program requirements, and established protocols.

Independence of judgment is required of an employee of this classification in the performance of these duties. Supervision is received from a higher level administrator.

Monitors the work of assigned personnel, field operations, and service delivery activities to ensure quality results, compliance with departmental and City policies and procedures, timely responsiveness to encampment related concerns, and continuity of outreach operations.

Trains staff on proper procedures to ensure excellent customer service and accurate information is provided.

Coordinates housing stabilization and service planning efforts with outreach staff, housing providers, hospitals, shelters, behavioral health providers, and community agencies.

Provides field coordination and operational support to outreach and case support staff during service delivery activities.

Coordinates with community stakeholders, governmental agencies, service providers, law enforcement personnel, and other partners regarding outreach operations, encampment concerns, and service coordination activities.

Responds to encampments and field-related service concerns in a timely and professional manner in accordance with departmental procedures and established protocols.

Reviews, organizes, and maintains client records and documentation in accordance with program requirements and established procedures.

Conducts client intake activities, field engagement, housing navigation, and service coordination activities designed to support housing stabilization and ongoing service engagement.

Maintains service activity records and assists with preparation of operational and program-related reports.

Assists with resolving complex client service, placement, and housing stabilization issues encountered during field operations.

Coordinates follow-up activities related to housing placements, appointments, supportive services, and discharge planning activities.

Assists with monitoring documentation quality and compliance with established program procedures.

Performs other related duties as required.

A minimum of 60 college credits in Social Sciences or a related field and two (2) years of experience in homeless services, housing programs, behavioral health services, outreach programs, or related human service settings and one (1) year supervisory experience.

Experience working with individuals experiencing homelessness or other vulnerable or underserved populations is preferred. Experience working in human services or healthcare support is desirable.

Equivalent combination of education and experience beyond a high school diploma or its equivalent and one (1) year of the required experience.

Employees in this classification will be required to work various shifts, to include nights, holidays and weekends.

Employees in this classification may be required to respond to urgent field situations, encampment-related concerns, emergencies, or other operational needs outside of normal business hours.

Depending upon the assigned department, this classification may be subject to grant provisions and employment in the classification will be subject to continued grant funding.

A Valid Driver's License from any state (Equivalent to a State of Florida Class

E) may be utilized upon…