Workforce Case Manager

Case Manager -

Job Description: Workforce

Safety Sensitive: Yes, this position cannot accommodate Medical Marijuana Cards


Position Summary

Reporting to the Workforce Program Manager, the Workforce Case Manager acts as a bridge to ongoing services, an advocate for guest needs, and an assistant to the removal of barriers to progress for guests experiencing homelessness. The Workforce Case Manager maps out plans and access to services, employment opportunities, and support for program participants. Guidance includes linkage to identified available services, resume writing, soft-skills enhancement, job and housing search, development of detailed service or case plans, and ongoing monitoring of guest progress. The Workforce Case Manager may work in a shelter setting, SVdP Dining Room, or another program serving unhoused individuals.

The ideal candidate enjoys working as part of a team of staff and volunteers and can think and act quickly when there is a need to pivot or address an emergency. This candidate can think critically and help guests determine a course of action that will move them toward stability. This individual can work independently while ensuring complete and thorough communication with team members and Fellows. The best candidate for this post is very organized, detail oriented, comfortable with creating lines of communication with community programs, and able to encourage and support follow through from guests and Fellows. This individual must be energetic, resourceful, and reliable with strong interpersonal skills and a passion for working with vulnerable populations. This person will exhibit the demonstrated ability and desire to maintain and promote an organized, safe, and efficient work environment.

Key Responsibilities

• Carry a caseload of workforce participants, meeting with each resident at least weekly.
• Actively recruit new participants and conduct assessments to determine clients' needs and eligibility for workforce programs, depending on location.
• In collaboration with participant, complete assessments and individualized service plans to identify needs, strengths, goals, and barriers, focus on skills development, job readiness, and career goals.
• Monitor and document resident progress toward stabilization, income, and housing goals using case notes, service plans, and progress reports.
• Maintain timely and accurate records in all relevant data systems, ensuring documentation is complete within 24 hours of interaction.
• Coordinate incident intervention and conflict resolution with staff and security as needed, using de-escalation, mediation, groups, or individual coaching.
• Connect clients with resources and services, such as skills training, education, and certifications.
• Coordinate with employers, training providers, and community organizations to facilitate job placement assistance and training opportunities.
• Attend and actively participate in staff meetings, case conferencing, trainings, and agency events.
• Contribute to SVdP's Culture of Invitation by welcoming and supporting volunteers and helping create meaningful volunteer engagement opportunities.
• Other duties as assigned by program management.

Skills and Abilities Required

• Strong communication (verbal and written) and organizational skills, with the ability to interact effectively with residents, staff, volunteers, and community partners.
• Can work both independently and collaboratively in a fast-paced environment.
• Knowledge of community resources and social service systems; ability to advocate effectively on behalf of residents.
• Related experience working with vulnerable populations in shelter, transitional housing, or a similar environment preferred, providing trauma-informed and strengths-based support.
• Ability to remain calm and clear-headed during crises, conflict, or high-stress situations.
• Technology proficiency, including navigating the internet, using Microsoft Office Suite, ability to learn and use electronic record keeping systems.
• Passion for service.
• Valid driver's license and clean driving record preferred.

Minimum Hiring Requirements

• Bachelor's degree in social work or a related field preferred; High School diploma or GED required.
• Minimum 1+ years experience in Case Management (paid or internship) OR minimum 2+ years of progressive experience in human services role
• Case managers located at Washington Street Shelter or the Phoenix Dining Room Overnight Shelter must provide proof of Level One Fingerprint Card before first day of employment.

Physical Requirements

• Able to stand, walk, bend, reach, and lift 30+ pounds

Level 1 - (starting $20/hour) General professionalism (Entry/Familiarity)

• Completes all required training within 90 days.
• Demonstrated ability in basic case manager tasks and skills, through completion of Case Manager Skills Checklist, including (but not limited to):
  • Manages active caseload, providing consistent, goal-oriented support through weekly meetings.
  • Conduct comprehensive assessments and develop individualized service plans that identify strengths, needs, barriers, and housing goals.
  • Track, evaluate, and document resident progress toward stabilization, income, and permanent housing goals.
  • Maintain timely, accurate, and compliant documentation in electronic record systems withing 24 hours of contact.
  • Learns and practices crisis intervention, conflict resolution, and behavior support using mediation and coaching strategies.

• Familiar with community resources; makes appropriate referrals.
• Support residents through housing search, application, and move-in processes to achieve successful exits to permanent housing.
• Collaborate effectively with interdisciplinary staff.

Level 2 (starting $22/hour): Understanding Culture & Demonstrating Proactivity (Proficiency + Experience)

• 1+ years of experience demonstrating Level 1 case manager skills, current average score of at least 2.0 on skills checklist.
• Completes at least one self-initiated training or professional development activity beyond required trainings.

• Demonstrates strong working knowledge of:
  • Housing navigation and application processes.
  • Community resources, benefits, and referral systems.
  • Conflict de-escalation, mediation, and resident coaching.
• Active participation in weekly case conferencing, offering ideas, solutions, and collaboration.
• Models trauma-informed service delivery and respectful boundaries.
• Supports volunteers and provides meaningful engagement opportunities.
• At least 50% of exits from caseload in the past 6 months are to permanent housing settings if in transitional housing, or to positive destinations if in emergency shelter.
• Assigned supervisor for interns or volunteer case aides.

• Demonstrates understanding of SVdP culture, including "Program Principles"

Level 3 (Senior Case Manager starting $24/hour): Leadership Readiness (Comfortable helping to train others)

• 2+ years of experience demonstrating Level 2 case manager skills, current average score of at least 2.5 on skills checklist.
• Completed 20+ hours of training or certification in a specialized area approved by manager (e.g. SOAR, Certified Community Legal Advocate, Behavioral Health/Substance Abuse, etc). Assigned additional job duties associated with this area, such as serving as the team's point person for at least one of the following:

• Legal navigation (court accompaniment, eviction prevention, legal aid coordination)
• Benefits specialization (eg, SSI/SSDI, Medicaid/AHCCCS, SNAP)
• Mental health and/or substance use support (MI/SA coordination, groups, safety planning)
• Internship supervision (For BSW/MSW interns; includes orientation, supervision logs, and evaluation)

Level 3 Case Managers provide guidance to the team in their specialization and offer consults during case conferencing.

• At least 65% of exits from caseload in the past 6 months are to permanent housing settings if in transitional housing, or to positive destinations if in emergency shelter.

• Builds community partnerships to find resources to best serve our guests

• Demonstrates advanced proficiency in and able to orient, train, and model for other staff in a variety of areas including:

• Demonstrating SVdP Program Principles

• Housing navigation and landlord engagement.
• Complex case planning and stabilization strategies.
• Crisis intervention, conflict resolution, and coaching.
• Organization, documentation, teamwork, and communication
• Case conferencing (sharing expertise, supporting peers).
• May assist with: Presentations, program development, and data or outcomes tracking.
• Actively promotes SVdP's Culture of Invitation and supports volunteer inclusion.

Equal Opportunity Employer including Disabilities and Veterans