CASE MANAGER

GENERAL SUMMARY: 

The role of the Case Manager is to work with youth in the Covenant House New Orleans (CHNO) Care Center to develop and implement individualized case plans for a successful transition to self-sufficiency and stability and/or return to home/family. The Case Manager provides supervision and support to help youth achieve their case plan goals, including advancements in education, employment, and life skills, through direct care services and community advocacy.  The Case Manager is responsible for providing comprehensive, trauma-informed case management services to youth experiencing homelessness. This role is designed to support youth in achieving stability, safety, and long-term independence through individualized case planning, resource connection, and advocacy. The Case Manager will collaborate with a multidisciplinary team to ensure the needs of youth are met, while prioritizing their emotional, mental, and physical well-being in a safe, supportive, and empowering environment. 

DUTIES & RESPONSIBILITIES: 

Case Management and Support: 

• Provide individualized case management services to CHNO resident youth experiencing homelessness by developing tailored case/success plans that address housing, health, education, employment, and personal growth goals. 

• Conduct thorough assessments to understand each youth’s unique needs, experiences, and challenges, including trauma history, mental health, substance use, and family dynamics. 

• Support youth in setting realistic goals and identifying steps to achieve long-term housing stability, education, and employment success. 

• Offer ongoing emotional support and guidance to youth, empowering them to take ownership of their recovery and future. 

• Maintain and model positive, professional, and mentoring relationships with youth and staff, embodying the Covenant House Mission, Principles, and Core Values. Communicate respectfully, avoiding discriminatory, harmful, harassing, or bullying language or behavior. 

• Promote a culture of dignity and respect, ensuring all interactions uphold the inherent worth of each individual. 

Resource Coordination and Referrals: 

• Connect youth with necessary community resources, including medical care, mental health services, substance use treatment, education programs, employment opportunities, and legal assistance. 

• Facilitate referrals to external service providers, ensuring timely access to critical services such as housing, healthcare, and educational support. 

• Assist youth in obtaining essential documentation (e.g., identification, social security card) and applying for public benefits, such as food stamps, Medicaid, or housing subsidies. 

• Advocate for youth to receive fair and equitable access to resources and opportunities. 

Crisis Intervention and Safety Planning: 

• Provide immediate support and crisis intervention to youth in distress, helping to stabilize situations and address urgent needs. 

• Develop and implement personalized safety plans for youth, ensuring their protection from harm while at CHNO and after transitioning to independent housing. 

• Address any safety concerns, including physical or emotional abuse, and work with law enforcement or child protective services as needed to ensure youth are safe and supported. 

• Ensure all crisis interventions are conducted with compassion and fairness, recognizing the dignity of each individual. 

Trauma-Informed Care: 

• Apply trauma-informed care principles in all interactions with youth, providing a safe, empathetic, and non-judgmental environment that supports healing and growth. 

• Recognize and respond to the effects of trauma on behavior, emotions, and decision-making, offering appropriate interventions and support to help youth overcome challenges and heal. 

• Integrate strengths-based, youth-centered approaches into case management, focusing on building resilience, self-esteem, and empowerment. 

• Foster an environment where youth feel respected, valued, and understood. 

Collaboration with Multidisciplinary Team: 

• Collaborate with internal staff, including Resident Advisors/Youth Engagement Specialists, mental health professionals, and CHNO staff, to provide holistic care to youth. 

• Participate in regular team meetings, success planning sessions, and case reviews, sharing updates on youth progress and identifying strategies to address any barriers to success. 

• Work closely with community partners, such as social service agencies, healthcare providers, and legal advocates, to ensure comprehensive support for each youth. 

• Work collaboratively, supporting one another and contributing to a team-oriented environment. 

• Promote a culture of mutual respect and teamwork among staff. 

Documentation and Record Keeping: 

• Maintain accurate and up-to-date case files, documenting all case management activities, assessments, progress notes, and service referrals. 

• Ensure compliance with confidentiality standards, protecting the privacy of youth and maintaining secure records in accordance with agency policies and legal requirements. 

• Track and report on client outcomes, goals, and service delivery, ensuring data is entered into the Homeless Management Information System (HMIS), Efforts to Outcomes (ETO), and other relevant systems. 

• Ensure confidentiality and professionalism in handling sensitive information is maintained at all times. 

• Uphold the highest standards of integrity and accountability in all documentation practices. 

Program Support and Advocacy: 

• Advocate on behalf of youth to ensure they receive the services and resources necessary for their well-being and success. 

• Empower youth to be active participants in their own success plans and decision-making processes, fostering their independence and self-sufficiency. 

• Support youth in understanding their rights and accessing the resources they need to move forward in their lives. 

• Encourage resident participation in classes, workshops, and activities, coordinating safe transportation and supervision for off-site events. 

• Demonstrate integrity and take responsibility for actions, upholding accountability and supporting core values.  

• Follow the chain of command for addressing issues and contact HR for support when necessary. 

• Promote a supportive environment where youth feel empowered and respected. 

Youth Engagement and Empowerment: 

• Build strong, trusting relationships with youth, creating a supportive and respectful environment where they feel safe and heard. 

• Promote positive behaviors and coping skills through one-on-one interactions and group activities, encouraging personal development and resilience. 

• Engage youth in the development of their case plans, setting achievable goals and identifying resources to help them succeed. 

• Foster an environment of dignity and respect, ensuring youth feel valued and included. 

Collaborative Partnerships: 

• Represent the agency at community meetings, trainings, and events, advocating for youth homelessness issues and resources. 

• Foster collaborative relationships built on mutual respect and shared goals. 

Professional Development: 

• Participate in ongoing training, workshops, and professional development opportunities to stay informed about best practices in trauma-informed care and human trafficking prevention. 

• Attend all required training courses and commit to continuous professional development. Participate in regular training sessions to raise awareness about dignity, respect, and well-being in the workplace. 

• Promote a culture of continuous learning and self-improvement. 

Reporting and Addressing Concerns: 

• Encourage staff to report any concerns related to dignity, respect, and well-being in the workplace. Address these concerns promptly and confidentially, ensuring no retaliation and maintaining a safe and respectful workplace. 

• Uphold the highest standards of professionalism and integrity in all interactions. 

EDUCATION, KNOWLEDGE, SKILLS & EXPERIENCE: 

• Bachelor's degree in social work, Psychology, Human Services, or a related field required and two (2) years of experience in case management or social services required, with a focus on youth homelessness, at-risk youth, or trauma-informed care  

• OR  

• Master’s degree in social work, Psychology, Human Services, or a related field with completion of at least one hundred (100) hour field practicum completion required. 

• The following equivalencies are acceptable in lieu of the abovementioned undergraduate or graduate degree and/or years of professional experience requirements:  

• Three (3) years/ninety (90) credits of college completed AND four (4) years of experience in case management or social services; OR 

• Associate's degree or two (2) years/sixty (60) hours of college completed AND six (6) years of experience in case management or social services; OR 

• One (1) year/thirty (30) credits of college completed AND eight (8) years of experience in case management or social services; OR 

• Ten (10) years of experience in case management or social services.  

• Experience with developing and maintaining individualized success/case plans and tracking progress toward goals required. 

• Strong organizational and documentation skills, with proficiency in case management data systems and Microsoft Office Suite required. 

• Awareness of trauma-informed care principles and their application in working with youth who have experienced homelessness or adverse experiences preferred. 

• Experience working with youth in crisis/experiencing homelessness and applying crisis intervention techniques preferred. 

• Knowledge of youth development, adolescent psychology, and best practices in supporting young people in overcoming homelessness preferred. 

• Knowledge of community resources for housing, healthcare, education, employment, and social services. 

• Excellent communication skills, both oral and written, with the ability to build rapport with youth and collaborate with internal and external stakeholders. 

• Ability to work independently, manage a caseload, and prioritize tasks in a fast-paced environment. 

• Ability to work in a flexible and supportive team environment, maintaining a positive attitude and approach to difficult situations. 

• Successful completion of background checks and the ability to work flexible hours as needed. 

 Skills & Abilities: 

• Knowledge of the psychological and emotional challenges faced by homeless youth and the impact of trauma on physical and mental health/wellness. 

• Ability to assess and respond to crisis situations, including developing safety/risk management/harm reduction plans for youth in acute distress. 

• Excellent interpersonal skills, with the ability to build trust and rapport with youth, staff, and external partners. 

• Strong organizational skills and the ability to manage multiple projects and priorities effectively. 

• Ability to work collaboratively across departments to ensure integrated care for youth. 

• Open to self-reflective practices that lead to the effective delivery of trauma informed care. 

ADA Compliance and Reasonable Accommodation 

All job duties must be performed with reasonable accommodations in compliance with the Americans with Disabilities Act (ADA). Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform essential job functions.