Veterans Case Manager

Job Description

Job Description

Who We Are

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide low-barrier emergency shelters, supportive services, and housing-first-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their community. 

Diversity, Equity, Inclusion & Belonging (DEIB) is essential to The Road Home’s mission of helping people experiencing homelessness move back into housing. We know that having a more diverse team makes our organization stronger and leads to better experiences and outcomes for the people in our programs.

The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

The Veterans Case Manager delivers housing and stability services to Veteran households in Salt Lake County through the Supportive Services for Veteran Families (SSVF) program. This role engages Veterans experiencing homelessness, whether in shelters, transitional housing, unsafe environments and places not meant for human habitation, or facing eviction, to assess eligibility for housing assistance and benefits, with the ultimate goal of helping them secure stable housing. Case Managers provide ongoing support to housed Veterans, addressing barriers and connecting them to community resources that promote long-term stability and self-sufficiency. The position requires frequent 1:1 client meetings in community and home settings, alongside time-sensitive coordination of outreach and case management services. Success in this fast-paced role demands strong organizational skills and the ability to balance multiple priorities effectively. 

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

*This is an in-person position.   

Essential Duties and Responsibilities 

1. Outreach duties include creating tailored housing plans to fit the specific barriers of a Veteran and their household with consideration for their individualized needs and goals. 
2. Ability to independently manage a caseload including tracking and meeting ongoing eligibility requirements, prioritizing tasks and daily schedule, and using a progressively engaged approach to balance administrative and client facing duties. 
3. Provide direct case management services to clients, including crisis intervention, creative problem solving, basic needs services, obtaining vital documents, agency and community resource utilization, and connecting to housing programs/resources.  
4. Attend weekly staff meetings and other meetings as assigned. 
5. Maintain records, case management notes, incident reports and statistical data as required, and participate in research and/or special projects as needed. 
6. Assist with and promote community education, response, and problem solving around homelessness issues. 
7. Drive an agency vehicle to various locations and maintain cleanliness of agency vehicle. Keep agency vehicle stocked with basic need items and submit gas receipts to supervisor in a timely manner. 
8. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.  
9. Participate in emergency drills and environmental safety activities, as required. 
10. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 
11. Maintain regular and reliable attendance as an essential function of this position. 

*Other duties as assigned. 

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.  
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.  
• Implement Housing Focused principles, risk management strategies, and low-barrier services as foundational to our mission. 
• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Must pass a pre-employment background check and drug screening.

Education and Experience 

• Lived, work or volunteer experience required OR a degree in a related field.  
• Experience working with diverse and vulnerable populations required. 
• Knowledge of homeless populations and housing opportunities preferred. 
• Knowledge and experience working with individuals with mental illness and substance use disorders preferred. 
• Must have or be willing to obtain a Case Management certification.  

Skills and Expectations 

1. Maintain positive, professional interactions with emergency services, property managers, staff at homeless resource centers, employees of the Veterans Administration and other community partners. 
2. Demonstrate resourcefulness in navigating complex systems to secure housing, benefits, and vital services for Veterans while creatively addressing individual barriers to stability. 
3. Exhibit strong crisis management skills to de-escalate high-stress situations and connect Veterans with appropriate emergency support when needed. 
4. Maintain strong documentation practices to ensure accurate case records, timely reporting, and compliance with program requirements while managing a dynamic caseload. 
5. Ability to set and maintain good boundaries, using Trauma-Informed Care as a guideline. 
6. Strong interpersonal skills and ability to work with diverse populations. 
7. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 
8. Use basic computer programs (email, spreadsheets, and more) and have basic computer skills. 
9. Ability to accept supervision, direction, and feedback with openness. 
10. Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication. 

Physical and Equipment Requirements 

• Ability to lift and move heavy items up to 50 pounds, including assisting clients with moving out and lifting furniture. 
• Ability to perform outreach in extreme weather conditions, including summer heat and winter snow, and be willing and able to perform outreach on foot up to five miles per day while wearing a backpack with supplies.  
• Ability to sit, stand, and move for at least an hour at a time or more. 
• Ability to bend, squat, kneel, twist, push, and pull to perform job functions. 
• Ability to use stairs or steps. 
• Ability to safely climb stairs, ladders, and step stools. 
• Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.  

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