Pallet Shelter Case Manager Lead

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

General Function:

The Case Manager Lead plays a critical role in supporting the success of the Pallet Shelter program by providing administrative assistance to the Program Manager, advanced case management services, maintaining a complex caseload, and serving as a resource and mentor to other Case Managers. The Lead is expected to model best practices, assist with onboarding and training of new staff, and help ensure consistency, quality, and compliance across the case management team. This role also includes responsibility for providing Foundational Community Supports (FCS) services and ensuring timely documentation for Medicaid billing.

Case Management:

• Take on the most complicated client cases.
• Ensure that all individuals and households receiving services meet program eligibility requirements.
• Conduct intake assessments and develop individualized service plans for each household.
• Provide regular case management meetings and ongoing client engagement.
• Work with community partners, staff, and volunteers to provide basic needs items, hot meals, and/or resources for residents.
• Host community events at the pallet community to further engage residents and provide workshops.
• Provide intensive housing search and placement assistance, which includes the services and activities needed to assist participants in locating and obtaining suitable permanent housing.
• Develop strong collaborative relationships with property owners/landlords to help facilitate the placement of clients into safe, decent, and affordable permanent housing.
• Ensure clients understanding of rental agreements, housing policies and procedures.
• Collaborate with other departments and partner agencies to maximize participant outcomes, program goals, and agency mission.
• Support the physical and emotional safety of residents in shelter; assist children with problem-solving and managing conflicts.
• Advocate on behalf of survivors with community service providers.
• Provide crisis intervention and develop safety plans as necessary.
• Connect clients to employment, benefits, legal services, health care, and other supports.
• Engage with schools, courts, childcare providers, etc., to manage the needs and goals of households.
• Enroll eligible clients in the Foundational Community Supports program and provide Medicaid-billable supportive housing services.
• Maintain complete, timely, and accurate documentation in HMIS and other required platforms.
• Support shelter stability by assisting with move-in, orientation, and community expectations.
• Participate in weekly case conferencing and coordination with internal and external partners.
• Respond to critical incidents and support de-escalation efforts as needed.
• Maintain files in audit-ready condition and participate in internal and external file reviews.
• Develop proficiency in maintaining accurate client records in HMIS within the 5 – day timeline as required by Snohomish County. Specific proficiency includes entry of data into the client record, the editing of information as needed and the printing of reports within HMIS.
• Uphold VOAWW’s mission, values, and commitment to equity in all aspects of service delivery.
• Other duties as assigned.

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Team Support & Leadership

• Provide peer support and assist with onboarding/training of new Case Managers.
• Review documentation for accuracy and completeness.
• Assist with the development and refinement of workflows, procedures, and case management tools.
• Help facilitate team collaboration and regular case conferencing.

Program Coordination

• Collaborate with Shelter Services Program Manager to identify service gaps and process improvements.
• Represent the program in external meetings or case coordination conversations.
• Support data collection, outcome tracking, and preparation of reports or success stories.
• Work with the Program Manager on program budgets, spending, and contract compliance.

Requirements:

• Bachelor’s degree in Social Work, Human Services, or related field OR equivalent combination of education and experience.
• At least 1 year of Supervisory and/or Lead experience required.
• At least 2 years of experience working with children, youth, and families.
• Minimum of 3 years of case management experience, including work with high-barrier or complex populations.
• Strong working knowledge of local housing resources, behavioral health systems, and public benefits.
• Experience with Medicaid-billable services and/or familiarity with the FCS model.
• High attention to detail, excellent documentation habits, and strong time management skills.
• Ability to work independently and exercise sound judgment in complex situations.
• Proficiency in HMIS and case management platforms, as well as Microsoft Office Suite.
• Work schedule is typically Monday-Friday, but hours and schedule may vary; evenings and weekends may be required. Staff participate in rotating shifts to accommodate weekend programmatic needs. Flexible working schedule is required.
• Preferred:

• Prior experience supporting or mentoring peers in a collaborative team setting.
• Bilingual in English and Spanish or another language commonly spoken by shelter residents.
• Training in trauma-informed care, harm reduction, motivational interviewing, or crisis de-escalation.

Required Skills:

• Trauma-informed, harm-reduction, and strengths-based case management.
• Advanced documentation and record-keeping skills for Medicaid billing.
• Effective communication and peer support in a non-supervisory leadership role.
• Collaborative problem-solving and team coordination.
• Strong organizational and multitasking abilities in a fast-paced shelter environment.
• Ability to analyze trends and contribute to program improvement initiatives.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.