Case Manager (Drop In)

Job Summary

The Case Manager is responsible for providing comprehensive case management services to Ali Forney Center (AFC) LGBTQ+ youth ages 16-24. This role delivers holistic, trauma-informed, culturally responsive care by assessing client needs, developing individualized service plans, coordinating internal and external resources, and advocating for and actively supporting access to housing, healthcare, supportive services, and placement opportunities to advance long-term stability and well-being.

The primary focus areas include housing stability, crisis response, and service coordination.

The Case Manager typically maintains a caseload of approximately 25-55 clients and provides crisis prevention and intervention, including securing immediate shelter placements. The role delivers ongoing guidance, advocacy, and referrals to connect youth to legal identification, healthcare, mental health services, education, employment opportunities, and broader social service systems, while supporting youth in building the skills necessary for self-sufficiency and independent adulthood.
Essential Duties and Responsibilities

Assessment

• Conduct comprehensive biopsychosocial and urgent needs assessments to identify risks, strengths, and service needs, utilizing affirming practices that respect each youth's gender identity, sexual orientation, chosen name, and pronouns, and assessing accessibility and accommodation needs.
• Complete client intakes and reassessments, including initial screenings, eligibility determination, and required documentation.
• Develop and implement individualized service plans (ISPs) aligned with housing, health, education, and employment goals.
• Continuously reassess client progress and adjust service plans to support stability and long-term outcomes.

Documentation and Identification

• Guide youth through the process of obtaining essential identification documents (e.g., birth certificates, state IDs, Social Security cards, passports), including supporting name and gender marker changes, as applicable.
• Coordinate with government agencies (e.g., vital records offices, Department of Motor Vehicles, Social Security Administration, and other city, state, and federal agencies) to resolve application issues and expedite processing, including addressing barriers related to accessibility and documentation requirements.
• Ensure all necessary documentation is secured and stored appropriately for future independent living applications (e.g., housing, employment).

Shelter and Basic Needs

• Facilitate rapid referrals and coordinate with internal and external providers and city systems to secure appropriate, affirming shelter placements for AFC clients.
• Utilize electronic referral systems (e.g., CAPS, DYCD Connect PTS, RHY programs) to support timely and successful placement.
• Coordinate access to basic necessities, including food, clothing, and transportation.
• Provide crisis prevention and intervention, as needed.
• Escort youth to appointments, as needed.
• Maintain accurate and timely records of placement activities in compliance with regulatory and program standards.

Care Coordination, Referrals, and Service Planning

• Assess medical, mental health, educational, vocational, housing, and independent living needs to inform service planning and referrals.
• Implement and monitor individualized service plans to ensure progress toward established goals.
• Facilitate and coordinate referrals to appropriate internal and external providers, including LGBTQ+-affirming, culturally responsive, and accessible services across healthcare, behavioral health, education, workforce development, housing, and legal systems.
• Coordinate and track referrals to ensure successful linkage to care and service continuity.
• Support youth in navigating health insurance systems, accessing coverage, and making informed decisions related to health and wellness, including access to gender-affirming and culturally competent care.
• Connect youth to educational resources, including high school completion programs (GED/diploma), vocational training, and postsecondary pathways, with attention to safe and affirming learning environments, and facilitate access to workforce development services, such as job-readiness training, resume development, interview preparation, and employment opportunities..
• Provide referrals and instruction related to independent living skills, including financial literacy, tenancy rights, and daily living skills.
• Facilitate referrals for permanent housing opportunities and support housing navigation
• Connect youth to legal services and coordinate across legal and social service systems.
• Ensure access to all eligible public benefits (e.g., SNAP, Medicaid, housing subsidies).
• Monitor referral outcomes and conduct follow-up to ensure continuity of care and progress toward service plan goals.
• Ensure services are accessible, including coordinating reasonable accommodations based on individual needs.

Program Operations and Compliance

• Participate in staff meetings, collaborative treatment planning, and coordinated care efforts.
• Participate in regular weekly supervision with a direct supervisor.
• Maintain accurate and timely client documentation across electronic systems (e.g., AWARDS, DYCD Connect, AIRS) and physical records in accordance with organizational policies, funder regulations, applicable regulatory standards, and audit requirements.
• Initiate internal referrals and collaborate with other departments as needed.
• Provide coverage for reception and community room operations, as needed.
• Facilitate State Central Register (SCR) calls and conduct safety and risk assessments addressing potential harm to self or others, as required.

Required Qualifications

• Demonstrated knowledge of navigating NYC social service agencies, including the Runaway and Homeless Youth (RHY) system, shelter programs, and transitional housing resources.
• Ability to work independently as well as collaboratively.

Preferred

• Minimum of 2-3 years of experience working with LGBTQ+ adolescents or young adults who are unhoused, substance users, and or have serious mental health illness, or other vulnerable populations.
• Bachelor's degree in Social Work, Psychology, Counseling, or a related human services field.

Core Competencies

1. Crisis Intervention & Assessment: Ability to quickly assess a crisis situation (e.g., homelessness, mental health emergency), determine immediate safety needs, and implement effective intervention strategies.
2. Cultural Competence & Empathy: Ability to work respectfully and effectively with youth from diverse cultural, racial, socio-economic, gender identity, sexual orientation, and disability backgrounds, demonstrating a non-judgmental, trauma-informed, LGBTQ+-affirming, and accessibility-centered approach.
3. Systems Navigation: Deep understanding of complex social service, educational, legal, and healthcare systems; ability to effectively advocate for youth and secure access to entitlements and services.
4. Client-Centered Planning: Skill in developing individualized service plans (ISPs) collaboratively with youth, focusing on self-determination, measurable goals, and realistic timelines for independent living.
5. Communication & Relationship Building: Excellent verbal and written communication skills; ability to establish trust, maintain professional boundaries, and motivate resistant or disengaged youth.
6. Problem-Solving & Resourcefulness: Capacity to identify barriers (e.g., missing documents, legal hurdles) and creatively find solutions and leverage limited community resources.
7. Documentation & Compliance: Meticulous organizational skills with the ability to maintain accurate, timely, and confidential client records in compliance with all agency and regulatory requirements (e.g., HIPAA).