Case Manager - Supportive Services for Veteran Families

Case Management Services Coordinator

Provide case management and supportive services to Veteran households for the SSVF Program, including delivery of Rapid Resolution, Rapid Rehousing and Homeless Prevention to eligible Veterans.

Essential Functions:

Assist with Staff Training

• Assist Regional Manager and Lead Case Manager in on-boarding new staff members by providing "job shadowing" as new personnel learn SSVF outreach, engagement, and case management skills.
• Assist with annual staff training by providing specific training related to case management interventions and case manager skill development.

Outreach, Engagement, and Community Networking

• Exhibit advanced engagement and rapport building with Veteran households.
• Provide in depth referrals, warm transfer preferred, to callers, referral sources, and potential participants.
• Identify and develop pool of locations frequented by homeless Veterans and conduct homeless Veteran outreach as assigned.
• Conduct landlord outreach and engagement to development pool of safe and affordable rental properties.
• Secure community-based meeting spaces for Veteran appointments when needed.
• Participate in annual outreach events (i.e., CHALENG survey, Stand Down, Point-in-Time count, Vet2 Vet, Project Connect, etc.).
• Develop/Maintain community relationships/partnerships.
• Maintain an active role in VA and community meetings as assigned.
• Maintain existing and foster new collaborative working relationships with community agencies, Veteran serving organizations, homeless providers, and Salvation Army units.
• Provide program information to community resources and educate resources on services available
• Carry out the CoC community plans for CES, prioritization, master list, and rapid resolution/diversion.

Screening Potential Applicants

• Screen Veteran households per eligibility requirements within 24-48 hours of request.
• Submit screening for approval and prioritization or denial.
• Provide and document appropriate referrals for those screened but not eligible.

Intake & Assessment

• Conduct intake/assessment and required enrollment documentation: Veteran status, household income, referral needs, housing barriers, mental/health needs, and safety concerns.
• Provide participant orientation on program requirements and participant rights.

Strengths-Based & Housing First Case Management

• Provide case management interventions to Veteran households in need, and/or with barriers such as Veterans with mental illness, substance disorders, serious medical conditions, domestic violence, and/or registered sex offenders, including cases being coordinated between multiple providers, and/or local Coordinated Entry System (CES) efforts.
• Provide strengths-based case management and supportive services to eligible Veterans households for the SSVF Program, including delivery of Rapid Resolution, Rapid Rehousing and Homeless Prevention services. Conduct office and in-home visits with Veterans per the housing stability plan.
• Document progress, linkages and referrals to permanent housing, mainstream, Veteran-serving, and community-based resources, including income supports.

Housing Stability Case Planning

• In collaboration with Veteran household, develop housing stability plan addressing crisis needs, housing barriers, obtaining and maintaining permanent housing, participation goals, action steps, case manager interventions, and referrals.
• Update progress, goals, actions, and interventions as needed.

Housing Counseling Assist Veteran cases in identifying housing options and in creating a budget for safe, affordable housing taking into account Veteran preferences/income/barriers.

Advocacy & Mediation Provide advocacy for court appointments, landlord-tenant negotiation, conflict resolution, payment of rent or utility arrears, and in obtaining needed resources.

Temporary Financial Assistance Assess need for financial assistance in accordance with the SSVF Program Guide, in order to obtain/maintain permanent housing per the housing stability plan.

Service Coordination Coordinate case management for cases with the Veterans Affairs (VA), Continuum of Care (CoC), mainstream, community-based, and legal resources, SSVF Veteran Navigator, and other entities to meet the household's needs.

Discharge Planning Collaborate with Veteran caseload on self-sufficiency discharge planning to maintain permanent housing, economic stability, emotional stability and self-determination.

Documentation

• Maintain real time, accurate, and comprehensive case file documentation in an inspection ready condition at all times; documentation includes: prioritization list management with internal/external updates, ongoing assessment, progress, accomplishments, challenges, barriers, housing stability, eligibility re-certification, discharge planning, and follow up
• Submit case records for supervisor review/close-out as per policy.

Re-certification Submit for supervisory approval all re-certification requests as per policy.

Confidentiality Maintain client confidentiality.

Homeless Management Information System (HMIS) Data Collection

• Attend and participate in HMIS training and comply with HMIS user agreements.
• Obtain releases of information from Veterans to enter data into HMIS. Ensure timely and accurate HMIS entry of data and services.

Continuous Quality Improvement (CQI)

• Track/report unmet needs of Veterans.
• Assist Veterans in signing up for on-line satisfaction survey.
• Participate in special CQI projects as called upon.

Key Performance Indicators /Competencies:

• Communication: Above average professional verbal and written communication skills in Standard English. Communication is clear and concisely articulates information to others. Ability to communicate effectively with client population with high acuity and complex needs.
• Works Efficiently: Understands and performs job roles, functions, tasks, and responsibilities. Work is focused on program goals and accomplishes assignments.
• Service Orientation/Customer Service: Ability to build trust using listening skills, conflict resolution, and mediation, and going above and beyond to be helpful and pleasant. Provides appropriate and quality service delivery to program participants.
• Teamwork: Ability to form collaborative alliances and to make contributions in a team-oriented work environment. Builds good working relationships with others and is cooperative and respectful. Effective service delivery and active participant in service delivery team. Supportive and effective working relationships with peers.
• Flexibility/Adaptability: Accepts change in a positive manner, effectively adapts to changing needs of program. Adaptable in culturally diverse environments, respect for cultural differences, and comfort level working with "military" and "Veteran" cultures.
• Financial Impact: Values, guards and uses efficiently, the assets, and resources of The Salvation Army including grant funded assets and resources.
• Initiative: Self-starter and responds appropriately and quickly.
• Self-Development: Seeks new opportunities to learn and grow in the performance of job duties. Receptive to feedback, willing to learn and embrace continuous improvement.
• Technology Proficiency/Change: Learns and adapts to new procedures, policies, and technologies.
• Innovation/Creativity: Generates ideas and offers solutions.
• Attendance/Timeliness: Good attendance, punctuality, prioritizes tasks, manages tasks and deadlines simultaneously, and responds promptly to requests.
• Case Management Practice: Above average skills and competencies in assessment, planning, and interventions including program participants with high acuity, needs, barriers, and disabling conditions. Compliance with ethical and confidentiality standards.

Minimum Qualifications:

Education: BA/BS required; bachelor's degree in social work preferred (or related field).

Experience: 2-5 years of relevant experience preferred. Experience with motivational interviewing, solution focused interventions, and mediation serving high need populations such as those with mental illness, disabilities, serious medical conditions, domestic violence, substance abuse, PTSD/trauma, and/or registered sex offenders. Requires experience using technology.

Skills/Abilities:

• Case management skills and expertise in outreach, engagement, rapport building, conflict mediation, problem solving, and documentation.
• Proficiency in Motivational Interviewing, Crisis Intervention, and/or Trauma-Informed approaches.
• Ability to operate telephone/mobile phone and electronic communication devices.
• Ability to operate other office equipment including personal computer, copier, fax machine, and scanning equipment.

Supervisory Responsibility: None

Caseworker Certification Program

Annual Training as Required per Policy

Physical