Case Manager I-II

POSITION OVERVIEW

The Case Manager (CM) assists clients with coordination of necessary benefits, services and resources to address their complex needs as defined by the client. The CM is a direct service position working with individuals and families, including participants with undiagnosed mental health and substance abuse disorders. The CM utilizes crisis response/intervention, harm reduction, and trauma informed care principles to build trusting relationships to provide case management. The CM conducts client intake, individual assessment, case planning, goal setting, individualized assistance and maintains deep knowledge of local, state and federal resources for housing, disaster recovery and other needs. This position requires a collaborative nature, and high levels of professionalism and emotional intelligence.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain the highest level of confidentiality regarding client information, ensuring compliance with all Homeless Management Information System (HMIS) regulations and Health Insurance Portability and Accountability Act (HIPAA) regulations and any signed release of information forms.
• Perform culturally and linguistically competent outreach and collect information to identify and prioritize potential clients.
• Perform entry of client data into tracking forms and program databases to support appropriate prioritization of clients and required outcomes of tracking and fiscal reporting.
• Conduct comprehensive intake of client(s).
• Develop collaborative relationships with internal and external partners including individuals, organizations, businesses and government agencies.
• Advocate for client and serves as a liaison with other service providers.
• Develop and maintain resource lists.
• Provide education and information to assist clients in accessing resources, including public benefits.
• Use a strengths-based approach to assist clients to define goals and create plans for stabilization.
• Continuous monitoring of client progress.
• Maintain thorough, accurate and up to date case records and documentation of service encounters.
• Respond to calls, emails, update requests and other inquiries in a professional and timely manner.
• Follow all best practice standards of care.
• Utilize coordinated entry when applicable.
• Exercise sound professional and case management judgement, maintain case records with minimal documentation errors.
• Organize and prepare information and reports for meetings, briefings, and conversations with clients, staff and external partners.
• Participate in team and case management meetings; collaborate with other teams and NCO staff members.
• Perform other duties as assigned or required.

ESSENTIAL WORK HABITS

• Align work behaviors in conformance with NCOs Purpose, Vision and Values.
• Report to work on time and obtain approval from supervisor for any changes in work schedule or absences.
• Maintain a strict commitment to confidentiality, in accordance with Agency and project policies and procedures.
• Follow the NCO Injury Illness and Prevention Plan, as well as all Agency and program safety protocols, procedures, and policies.
• Maintain focus on the assigned tasks.
• Take pride in creating a positive, efficient work environment.
• Treat co-workers and clients with respect.
• Represent NCO and its programs to the community in a positive light.
• Dress appropriately according to assigned job duties and responsibilities.
• Adapt constructively to change.

JOB QUALIFICATIONS

Education, Training and Experience:

Level I

• A minimum of a high school diploma or equivalent
• At least three years of experience providing direct services.
• Prior experience in the same or similar position providing direct services to fragile and/or vulnerable clients from a variety of economic, social and cultural backgrounds is required.

Level II

• An associate’s degree in social work, health & human services, sociology, psychology or related field from an accredited school or an equivalent combination of education and experience.
• At least two years’ experience providing direct services.
• Case management experience is preferred.

Level III

• A minimum of a bachelor’s degree in social work, health & human services, sociology, psychology or related field from an accredited school or an equivalent combination of education and experience.
• A minimum of four years’ experience in direct services.
• Case Management experience is required.
• May require supervisory duties.

Knowledge of:

• The impacts of trauma, homelessness, poverty and/or disasters on the affected communities, families, and individuals.
• Case management best practices.
• Principles and practices of effective interpersonal communications. 
• Current office practices, procedures, and equipment.  
• Computer operations as relates to the duties of the position including use of the internet and cloud-based systems, email, and spreadsheet programs is essential; familiarity with Office 365 and Microsoft products is preferred. 
• Whole person care and trauma informed care is preferred.

Ability to:

• Interact with others in a culturally and emotionally sensitive manner.
• Communicate effectively and appropriately verbally and in writing in English is required.
• Maintain cooperative, professional working relationships. 
• Operate standard business office equipment. 
• Organize duties and tasks to meet established deadlines, delegating tasks as appropriate.
• Understand and carry out oral and written instructions.

• Be effective working independently and as a collaborative team member.
• Perform above average math calculations and data analysis functions in an accurate manner (i.e. addition, subtraction, multiplication, division, percentages, and ratios). 

• Accurately collect and analyze data and perform data entry for extended periods of time.

Necessary Special Skills & Requirements:

• Must be at least 18 years of age.
• Employment is contingent on receipt by program of a completed background check that includes CA DOJ, FBI, and CSAR that does not exclude the candidate from working with at risk individuals.
• Because driving is required for this position, employment is contingent upon receipt by program of proof of a driving record that is within the Agency’s established criteria.
• For work-related driving, must have a valid California driver’s license, a verifiable good driving record, and access to a vehicle with insurance that covers the employee as a driver OR reliable transportation with proof of automobile insurance.
• Must have successfully completed all grant-required case management specific curriculum training or do so as provided within one year of hire.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to talk, hear, listen, and communicate clearly.
• The employee frequently is required to sit; use hands to finger, handle or feel objects, use manual and automatic office equipment, and reach with hands and arms.
• The employee is occasionally required to stand; bend; reach down and stretch overhead; walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee may frequently lift and/or move up to 25 pounds unassisted and may occasionally move and lift heavier materials with assistance using ergonomic guidelines.
• Specific vision abilities required by this job include close and distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• The ability to travel during the day and/or night, sometimes long distance – possession of a valid California Driver’s License and access to an insured vehicle is required.
• Interaction and contact with outside agencies, vendors, funders, volunteers, donors, and contributors is a frequent aspect of this job.
• The employee will regularly use computers and computer printers, telephones, and other similar electronic office equipment.
• The employee may occasionally use kitchen equipment and implements that can be heavy, hot or sharp; as well cleaning and sanitizing products.
• The environment can be noisy and includes the comings and goings of small children and their families.

Note:  This class specification should not be interpreted as all-inclusive. It is intended to identify the core essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA)or California FEHA. Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.