Walk-In Case Manager

Job Summary

The Case Manager provides support and referrals to various service providers to help clients become self-sufficient and end their homelessness. The role utilizes a holistic, trauma-informed, client-centered approach to evaluate a client’s strengths, needs, barriers, and goals. The Case Manager also supports clients using evidence-based practices that strengthen ties to community support, housing, and services during and after completion of CASS programs.

1. Assessment and Case Planning:

• Conduct in-depth client interviews and orient individuals to the program.
• Evaluate client strengths, needs, barriers, and goals to collaboratively create individualized case plans aligned with the Social Determinants of Health.
• Provide referrals, resource information, and guidance to support progress toward goals. Review and update case plans regularly to reflect client progress and changing needs.

2. Ongoing Support and Advocacy:

• Conduct regular follow-up meetings with clients to provide continued support in achieving case plan goals.
• Review progress, monitor notes in system from other departments, and obtain additional information to support client in adhering to the case plan.
• Use established and identified resources to connect clients to essential services and benefits (clothing, transportation, identification documents, healthcare, behavioral health).
• Collaborate with housing providers to expedite placements and ensure long-term housing stability.
• Support job readiness by evaluating employment potential, reviewing job listings, assisting with applications and resumes, and referring to training or other income opportunities.
• Assist clients with completing forms, applications, and paperwork for housing, benefits, and services.
• Provide walk-up assistance for urgent or immediate client needs.
• Transport clients to appointments when other options are not available.
• Serve as an advocate by championing client needs and ensuring their voice is central in-service planning.

3. Recordkeeping and Reporting:

• Maintain respectful and collaborative relationships with partner agencies.
• Work closely with team members to ensure a coordinated and holistic approach to client support.
• Participate in team meetings, training sessions, and community outreach events as required.
• Escalate all urgent client and facility issues to leadership in a timely manner.
• Perform other duties as assigned.

• Advanced written, verbal, and interpersonal communication skills, including negotiation and advocacy.
• Proven ability to assess complex situations and make sound, client-centered decisions under pressure.
• Strong organizational and case management skills with attention to documentation and follow-through.
• Ability to maintain professionalism and composure while managing crisis situations.
• Commitment to a solution-focused, outcomes-driven approach and a clear intention to support client success.

• Experience with the Homeless Management Information System (HMIS).