Case Manager

Position Summary The Case Manager plays a vital role in supporting guests at The First by providing direct engagement, case coordination, and resource navigation. This position ensures that the day-to-day operations of the space run smoothly and that all guests are welcomed, respected, and supported in a manner consistent with our mission and values. Benefits 401(k) 401(k) matching Dental insurance Health insurance Paid time off Parental leave Training & development Tuition assistance Case Manager - The First Fulltime Location: Pittsfield, MA Compensation: $21/hour Key Responsibilities Client Support & Case Management Build trusting relationships with guests through consistent, compassionate presence. Conduct intake and needs assessments to identify individual goals and priorities. Provide ongoing case management including referrals, housing applications, benefits coordination, and service navigation. Collaborate with community partners and agencies to connect guests with housing, behavioral health, medical, and employment resources. Support crisis de-escalation and conflict resolution using trauma-informed and harm-reduction approaches. Program Operations Assist in the daily operations of The First, including guest check-in, meal and supply distribution, and maintaining a clean, safe, and welcoming environment. Participate in team meetings, safety reviews, and program planning activities. Document interactions, referrals, and outcomes in accordance with agency policies. Help implement and uphold program policies that support accessibility, safety, and inclusivity. Identify and communicate emerging needs or trends among guests to inform program development. Collaboration & Community Work closely with the Program Director and peer staff to ensure coordinated, high-quality support for guests. Participate in community outreach and engagement activities as needed. Contribute to a team culture grounded in equity, mutual respect, and shared responsibility. Qualifications Experience providing direct service to individuals experiencing homelessness, poverty, mental health, or substance use challenges preferred. Strong understanding of trauma-informed care, harm reduction, and housing-first principles. Excellent interpersonal and communication skills; able to engage effectively across diverse populations. Ability to manage multiple priorities in a fast-paced, dynamic environment. Proficiency in basic computer use and electronic documentation. CPR/First Aid and Narcan training (or willingness to obtain). Commitment to equity, inclusion, and person-centered service delivery. Benefits Generous PTO (time-off) package. Comprehensive health and dental insurance plans. Life insurance and long-term disability insurance. 403(b) retirement plan. Tuition remission for eligible classes. Public Service Loan Forgiveness (PSLF) eligibility and tuition assistance. Opportunities for career development and advancement. And much more About ServiceNet ServiceNet is a compassionate non-profit organization that helps individuals facing challenges such as mental illness, developmental disabilities, brain injuries, homelessness, and substance use issues. With our dedicated staff members, we work together to make a meaningful difference in the lives of others. ServiceNet is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

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