Case Manager

CASE MANAGER I JOB DESCRIPTION

Professional Staff | Camp Hope Nonclinical Service Coordination

JOB TITLE

Case Manager I

DEPARTMENT

Camp Hope Program - Services Section

REPORTS TO

Service Coordinator Manager

FLSA CLASSIFICATION

Nonexempt

EMPLOYMENT STATUS

Full-Time

WORK LOCATION

Camp Hope Campus, Houston, Texas

COMPENSATION RANGE

$45,000-$60,000 (PG-02)

GRANT ALLOCATION

No

SCHEDULE

Full-time. Schedule may include evenings, weekends, or on-call coverage based on program needs.

TRAVEL

Local travel as needed. Occasional overnight travel may be required.

POSTING DATE / REVIEW DATE

July 31, 2026

POSITION SUMMARY

The Case Manager I provides entry-level, trauma-informed, nonclinical case management, service coordination, resource navigation, advocacy, and continuity-of-services support to Veterans who may be affected by post-traumatic stress, substance use, or other behavioral-health concerns. Working within established protocols and under the Service Coordinator Manager, the position gathers information, completes approved nonclinical service-needs screenings, supports individualized service-coordination plans, connects Veterans and families with appropriate resources, documents follow-up and outcomes, and escalates safety or clinical concerns to authorized personnel. The Case Manager I does not provide clinical services or make independent clinical-care decisions.

NONCLINICAL ROLE SCOPE

This is a nonclinical service-coordination position within the Camp Hope Program - Services Section, not the Clinical Department. The position does not diagnose mental or behavioral-health conditions; conduct clinical assessments; develop or modify clinical treatment plans; provide counseling, psychotherapy, clinical treatment, or clinical interventions; or make independent clinical-care decisions. The employee may document observed concerns, provide resource navigation and practical support, coordinate referrals to qualified providers, support implementation of authorized nonclinical service plans, and initiate supervisory, clinical-referral, emergency, safety, privacy, or Compliance escalation procedures. Collaboration with licensed clinicians or access to an electronic health record for authorized documentation does not convert the position into clinical practice.

MISSION AND FAITH-BASED IDENTITY

PTSD Foundation of America's culture and mission are rooted in Christian principles and a commitment to serving Veterans with compassion and integrity. This faith-based identity informs how the Foundation leads, serves, and supports its workforce.

Mission Statement: Providing Faith, Hope, and Healing to those who bear the burden of Service & Sacrifice.

Vision Statement: Creating a world where Veterans find hope by empowering them to embrace L.I.F.E. (Love, Integrity, Faith, and Empowerment).

PTSD Foundation of America is an equal opportunity employer. Employees and applicants of all faith backgrounds are welcome, and employment decisions are made without unlawful discrimination based on religion or any other protected characteristic. Reasonable religious accommodations are provided consistent with applicable law and the Foundation's Religious Accommodation and Expression in the Workplace Policy.

Employees are expected to respect the Foundation's faith-based identity and carry out their job-related responsibilities consistent with its mission, values, Code of Conduct, and service standards. Any position-specific religious duty or faith qualification must be documented as job-related, stated in the applicable posting, and approved by Human Resources and Compliance before recruitment.

ESSENTIAL FUNCTIONS

• Complete approved nonclinical intake and service-needs screenings; gather information about housing, employment, income, transportation, benefits, family support, recovery support, and community-integration barriers; and assist with development and updates of service-coordination plans under established protocols.
• Identify, coordinate, and connect Veterans with appropriate internal programs, community resources, public benefits, and qualified external service providers.
• Help Veterans establish sustainable relationships with community agencies and address documented barriers to access, continuity of services, or engagement.
• Develop and maintain working relationships with Veteran-serving organizations, VA facilities, military units, housing and employment resources, benefits agencies, and other approved referral partners.
• Coordinate with the Service Coordinator Manager, Camp Hope program staff, Wellness personnel, and the Clinical Department when a referral, authorized information exchange, continuity-of-services activity, safety response, or escalation is required, while maintaining nonclinical role boundaries.
• Use general knowledge of post-traumatic stress, trauma, substance use, co-occurring conditions, and Veteran culture to support respectful engagement, recognize when referral or escalation may be needed, and inform nonclinical service coordination. Do not use this knowledge to diagnose or treat a condition.
• Use trauma-informed, culturally responsive, strengths-based, and person-centered engagement practices in interactions with Veterans, families, colleagues, and external partners.
• Follow approved nonclinical crisis and safety-response procedures. Use calm communication, maintain situational safety, notify trained or licensed personnel, and contact emergency services when required. Do not conduct clinical risk assessments or provide clinical crisis stabilization or intervention.
• Document authorized nonclinical services, referrals, contacts, service barriers, follow-up actions, observed safety or privacy concerns, escalations, and outcomes accurately and within required timeframes in approved paper or electronic systems.
• Protect confidential and sensitive information and maintain appropriate professional boundaries.
• Complete required training on time, including ASIST training within the first year of employment unless an approved equivalent or extension applies. Training supports recognition, immediate safety response, and referral and does not authorize clinical practice.
• Perform other mission-aligned duties within the general scope and level of the position.

NONCLINICAL DOCUMENTATION AND PROFESSIONAL STANDARDS

The Case Manager I must maintain nonclinical service-coordination documentation in accordance with PTSD FOA policies, applicable Texas requirements, grant and contractual standards, and organizational recordkeeping practices. Records must accurately reflect authorized services, service needs, referrals, barriers, contacts, follow-up, safety or privacy escalations, and outcomes. The position does not create, modify, or sign clinical assessments, diagnoses, treatment plans, therapy notes, or clinical discharge records as a treating provider.

• Complete approved nonclinical intake and service-needs forms, service-coordination plans, contact notes, referral and follow-up documentation, transition or case-closure summaries, and record-retention activities within established timeframes.
• Follow organizational ethics, documentation, privacy, grant, and program standards applicable to nonclinical case-management services. Do not use a protected clinical title, sign as a clinical provider, or document services that were not performed.
• Access, use, and disclose participant information only as authorized and necessary for assigned duties. Follow HIPAA where applicable, PTSD FOA's HIPAA-aligned privacy requirements, 42 CFR Part 2 when applicable, and organizational Compliance and Ethics policies.
• Escalate documentation errors, late entries, corrections, reportable incidents, and potential privacy concerns through established supervisory and Compliance channels.

This position does not require or confer a professional clinical license. The employee must not perform or represent themselves as authorized to perform duties reserved by law or organizational policy for licensed clinicians. Questions about role scope must be escalated before action. Compliance with documentation, confidentiality, ethical-conduct, and professional-boundary requirements remains a condition of employment.

PROFESSIONAL EXPECTATIONS

• Customer Service: Provide responsive, respectful, and professional service to Veterans, families, colleagues, and partners.
• Cultural Competency: Work with cultural humility and sensitivity to Veteran, military, family, and community experiences.
• Advocacy: Support the lawful rights, documented needs, and informed choices of program participants.
• Safety: Follow organizational health, safety, incident-reporting, and emergency-response protocols.
• Attendance: Maintain reliable attendance and punctuality consistent with the assigned schedule and applicable leave or accommodation policies.
• Training: Maintain training, continuing education, and credentials assigned to the nonclinical role. The position does not require or provide clinical licensure supervision.
• Trauma-Informed Engagement: Apply trauma-informed engagement principles consistently and avoid practices that may cause unnecessary re-traumatization.

DECISION-MAKING AND SUPERVISORY SCOPE

Decision authority: Routine nonclinical service-coordination decisions within approved resources and protocols, including scheduling, referrals, follow-up, documentation, identification of service barriers, and escalation. Clinical assessment, diagnosis, treatment planning, counseling, therapy, clinical intervention, clinical discharge, and independent clinical-care decisions are outside the position's authority.

Direct reports: None. Indirect or functional oversight: None.

MINIMUM QUALIFICATIONS

Education: Bachelor's degree in social work, human services, psychology, sociology, community health, public health, or a related field, or a relevant case-management, peer-support, community-health, or human-services certification supported by directly related experience. No clinical license is required, and the position does not authorize clinical practice.

Experience: One to two years of directly related experience in Veteran services, social services, housing or homelessness services, recovery support, resource navigation, case management, or a comparable human-services setting.

Equivalent qualifications may be considered only when permitted by law, contract, grant, licensing standards, and organizational policy.

Job-related required competencies: Working knowledge of trauma-informed nonclinical case management, service-needs screening, resource navigation, Veteran service systems, approved crisis and safety escalation, confidentiality, and professional boundaries; ability to produce accurate and timely documentation; proficiency with Microsoft Office Suite, SharePoint, and approved case-management or electronic record systems; effective written and verbal communication; and a valid driver's license with proof of insurance when driving is an assigned function.

PREFERRED QUALIFICATIONS

• Experience using case-management software or an approved electronic record system for nonclinical documentation.
• Prior experience serving Veterans or military-connected families.
• Bilingual skills or experience engaging multicultural communities.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

The position is based primarily at the Camp Hope Campus and involves regular direct participant contact, computer and nonclinical documentation work, and coordination with internal and external partners by telephone, video, email, and in person. The employee may move among campus buildings and approved community locations, drive locally when assigned, and respond to time-sensitive service or safety needs through established procedures. Evening, weekend, on-call, or occasional overnight work may be required based on program needs. The essential functions may be performed with or without reasonable accommodation.

COMPLIANCE AND SAFEGUARDING

Comply with applicable laws, grant and donor restrictions, credential requirements for assigned nonclinical duties, organizational policies, privacy and confidentiality standards, information-security controls, safety requirements, and the Code of Conduct.

Promptly report suspected misconduct, fraud, waste, abuse, conflicts of interest, privacy or security concerns, retaliation, client-safety concerns, or other reportable events through established channels. Cooperate with audits, investigations, training, and corrective-action activities applicable to the role.

Role-specific safeguards include HIPAA where applicable, HIPAA-aligned organizational privacy controls, 42 CFR Part 2 when applicable, minimum-necessary access to behavioral-health and substance-use records, and OIG and SAM exclusion screening when required by program, grant, payer, or organizational controls. Access to protected records is limited to authorized nonclinical service-coordination purposes and does not authorize clinical practice.

EQUAL EMPLOYMENT OPPORTUNITY

PTSD Foundation of America provides equal employment opportunities consistent with applicable federal, state, and local law. Except where a lawful, documented religious qualification applies to a specific position, employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, Veteran status, or any other legally protected status. The Foundation prohibits unlawful discrimination, harassment, and retaliation.

REASONABLE ACCOMMODATION

Qualified applicants and employees may request a reasonable accommodation for disability, pregnancy, childbirth or related medical conditions, or sincerely held religious beliefs and practices. Accommodations will be evaluated through the applicable interactive process, consistent with law. Applicants may contact Human Resources through the contact method identified in the job posting to request an accommodation.

AT-WILL EMPLOYMENT AND DISCLAIMER

This description summarizes the position's general nature and level of work. It is not an exhaustive list and does not create an employment contract or guarantee continued employment. Duties may be modified or reassigned consistent with organizational needs, applicable law, and the employee's qualifications. Employment is at will unless a written agreement signed by the President and Chief Executive Officer states otherwise.