Case Manager - Counseling Center

Summary

Intake Case Managers are the first point of contact for all clinic clients and provide comprehensive telephonic and walk‑in services to individual clients and families impacted by violence (domestic violence, rape, sexual abuse, homicide, etc.). This position comes with excellent training in trauma work as well as a high level of clinic support and supervision. Services provided by Intake Case Managers include safety assessment, risk management, advocacy, phone counseling, information and referrals to resources and providers within and external to Safe Horizon, scheduling and other administrative tasks with prospective clients, as well as engaging clients in a short‑term trauma intervention.

The Intake Case Manager coordinates with programs within Safe Horizon and local agencies to connect survivors of violence with resources and services best suited to meet their needs.

This position is 100% onsite.

• Learn and integrate a trauma‑informed, client‑centered approach, using an anti‑oppressive lens, into your work with clients.
• Greet clients (in person or by phone) in a warm, professional, and trauma‑informed way.
• Monitor the safety of people and conditions in the waiting area.
• Act as a first point of contact for all walk‑in and telephonic clients seeking services and re‑directing them to appropriate clinic staff when necessary.
• Provide intake and assessment for individuals seeking assistance.
• Provide screening, assessment, insurance verification, and scheduling services for clients seeking trauma‑focused outpatient treatment at a Safe Horizon Counseling Center site.
• Provide short‑term crisis intervention to victims and survivors of crime.
• Provide short‑term trauma intervention.
• Engage callers in risk assessment and safety planning conversations.
• Provide information and referrals for other Safe Horizon services and community‑based resources.
• Provide assistance with OVS applications.
• Provide information regarding accessing health coverage, public assistance, and other entitlements.
• Supports the Counseling Center’s transition to, centralized scheduling, open access services, and other quality improvement initiatives.
• Request and collect co‑payments or self‑payments, provide clients receipts, record all payments, and obtain service authorization as necessary.
• Provide and document Metrocard distribution.
• Cross‑train in the activities of receptionist clerk for coverage purposes as necessary.
• Performs data entry into a computerized record keeping system.
• Maintains cooperative working relationships with other Safe Horizon staff members and other service providers.

• Maintains routine administrative responsibilities to include preparation of correspondence, maintenance of files, mail, e‑mail and telephones.
• Performs other related duties as assigned.

• Sensitivity towards and understanding of victimization, especially the experience of survivors of domestic violence.
• Warm and empathetic phone presence and the ability to engage and interact well with clients telephonically.
• Inquisitiveness and an ability to receive and integrate critical feedback.
• Strong communication and organizational skills.
• Excellent interpersonal skills and appropriate assertiveness.
• Ability to work under pressure in a calm and reassuring manner.
• Demonstrate the ability to work independently.
• Bilingual in Spanish preferred. Basic understanding of computer and systems for managing case records.

• BA or BS Degree preferred or equivalent relevant work or internship experience within the victim assistance field.

• One year of experience working in a social service setting or with survivors of violence preferred.

• Related work or intern experience in a victim assistance setting. Knowledge of effects of victimization and trauma on victims. Knowledge of community resources and options available to victims of crime and abuse.

Tues‑Thu 12:00 PM‑8:00 PM, Fri 9:00 AM‑6:00 PM, Sat 9:00 PM‑4:00 PM, 100% Onsite.

If hired, I agree to abide by all of Safe Horizon’s rules and regulations, and understand that, if employed, my employment may be terminated with or without cause,…