Shelter Case Manager

Major Function

Responsible for oversight of residential Case Management Advocacy and the emergency hotline. Provides supervision and support to Case Managers. Ensure shelter residents receive quality ongoing case management, advocacy, crisis intervention, information and referrals while residing in shelter.

• Oversee the shelter case managers to ensure quality services are provided to residents.
• Oversee the emergency hotline to ensure callers are provided with safety planning, risk assessment, resources, and support.
• Perform all administrative, managerial, and supervisory tasks.
• Be available for on‑call rotation as needed and required.
• Ensure Case Management is adequately staffed.
• Develop and monitor work plans, processes, procedures, and policies as required.
• Interview, hire, evaluate, and terminate staff as needed.
• Coordinate, collaborate, and communicate with all program managers to ensure quality services are provided to survivors.
• Facilitate weekly Case Management meetings & bi‑weekly one‑on‑one meetings with individual team members.
• Oversee case management to ensure continuity of services to survivors, and collaboration and communication among staff.
• Monitor advocacy service delivery for compliance with grant requirements.
• Provide ongoing, individual coaching and support to Case Manager Advocates, ensuring successful completion of goals.
• Provide information necessary for site reviews and other monitoring.
• Complete monthly file reviews.
• Facilitate staff trainings as needed.
• Make recommendations on staffing patterns, changes, and improvements.
• Represent agency at community agency meetings affecting the shelter programs.
• Facilitate staff and resident complaints through established policies and procedures.
• Provide direct service, advocacy and crisis intervention services to shelter participants.
• Work with the CASA Volunteer Coordinator to train and maintain shelter volunteers.
• Perform other duties as assigned.

• Understand and abide by CASA’s Confidentiality Policy at all times.
• Understand and abide by all CASA’s Policies and Procedures at all times.
• Demonstrate a commitment to treating residents, volunteers, and co‑workers with respect at all times.
• All program positions are considered “emergency essential” and may be required to remain onsite or assist during emergencies and other critical times.
• Attend staff meetings.
• Attend and participate in ongoing training opportunities.
• Assist with training and supervision of volunteers.
• Agree to work a flexible schedule when required, which may include changing schedules to ensure case management coverage due to illness, absence, vacation, or a natural disaster.
• Complete special projects and presentations as requested.
• Be available for on‑call managerial responsibilities and duties.
• Become a Core Certified Trainer as soon as qualifications are met.

• Bachelor’s degree preferred or equivalent education/life experience preferred, or a minimum of one year of proven success in a current CASA direct service position.
• Experience working with survivors of domestic violence or other crisis related experience preferred.
• Demonstrate knowledge of current community resources and have the ability to maintain working relationships with agencies.
• Communicate in a clear and concise manner, both written and oral.
• Remain calm and make objective decisions during stressful situations.
• Exercise a high degree of professional discretion when handling sensitive or confidential information and records.
• Previous supervisory experience preferred.
• Ability to climb stairs and lift up to 50 pounds.
• Agree to work a flexible schedule including evenings and weekends.
• Training and experience in domestic violence preferred.
• Demonstrate willingness to drive agency vehicles.
• Function independently and work cooperatively as a member of a team.
• Possess a valid Florida State Driver’s License to be verified annually.
• Agree to participate in a background check as part of employment.