Case Manager

Description

The Center for Urban Community Services, (CUCS), is an acclaimed human services organization and one of the nation's largest providers of housing and social services. CUCS is a leader in implementing new practices, sharing knowledge and assisting in shaping local, state and national strategies, so that persons who are homeless, low-income, living with mental illness, or have other special needs can live successfully in the community.


The Times Square, located centrally in midtown Manhattan at 255 West 43rd Street, is a 650-unit permanent supportive housing residence for low-income tenants, many of whom have histories of mental illness, homelessness, substance abuse, and/or HIV/AIDS.


From supportive housing and mental health care to employment assistance and professional training, CUCS delivers life-changing programs that foster long-term stability and opportunity for the city's most vulnerable populations. As a recognized leader in the field, we're expanding our impact-and we're looking for dedicated professionals to join us.

As a Case Manager at CUCS, you'll provide a full range of person-centered services to a dedicated caseload of clients-both onsite and in the community. This role is critical to our mission, offering holistic, strengths-based support that includes:

• Case management and advocacy
• Crisis intervention and wellness coaching
• Regular outreach and appointment escorting
• Monitoring and coordination of care

You'll be expected to maintain high standards in line with agency policies, funder guidelines, and management directives-including thorough and timely documentation of all client contacts and services delivered.

For a full scope of the work, see below (Please note Case Manager responsibilities may vary depending on the program site.):

Section 1. Essential Functions include, but are not limited to:

• Build relationships and work collaboratively with clients to develop and implement effective service plans.

• Coordinate and deliver comprehensive services and referrals to meet client needs. Assisting clients with self-administration and delivery of medication while following agency policies, procedures, and reporting requirements.

• Work collaboratively with clients to develop and implement effective service plans, taking the following factors into account: clients' goals, interests in employment and education, sources of support, medical or mental health diagnoses, substance use diagnoses, medication regimens, risk factors, collateral contacts, and psychosocial history, in accordance with agency policies and procedures.


• Locate and engage clients in any designated service setting, including program sites, client rooms, or community-based locations, to support medication compliance and promote engagement in treatment.

• Ensure all medication-related activities comply with agency policies, licensing regulations, and applicable laws, including accurate documentation, proper storage and handling, adherence to consent and self-administration protocols, and use of required forms and procedures governing medication services.

• Support client move-in process by assisting with orientation to the program, distributing essential items (e.g., linens, toiletries, towels, and clothing donations), and processing personal belongings through the PackTite (bed bug oven) system in accordance with agency protocols.

• Assist clients with packing items infested with bed bugs and running them through bed bug machines as necessary.

• Provide timely crisis intervention services, coordinate with emergency responders, conduct institutional visits, and manage discharge planning.

• Facilitate group services, including but not limited to recreational groups, evidence-based practice groups, and support groups.

• Complete ongoing assessments to monitor client progress, revise service plans, and ensure alignment with program goals and requirements.

• Adhere to agency policies regarding confidential information and protect the privacy of clients.

• Assist clients in accessing eligible federal, state and local benefits by identifying programs, completing applications, escorting to appointments, and tracking renewals.


• Assist clients with managing financial resources, including providing rep-payee services.

• Attend trainings to better support clients in obtaining federal, state and local benefits as directed by program management and in accordance with funder requirement.

• Facilitate the housing placement process by identifying appropriate options based on eligibility criteria, assisting with application completion and required documentation, coordinating with housing providers, and providing support throughout the search, transition, and move-in process.


• Monitor clients who move into housing and conduct follow-up outreach, in accordance with agency policies and procedures.


• Assist clients with maintaining their housing, managing arrears, annual recertification, preparing units for apartment inspections and communicate with landlords and/or building management.

• Support clients with activities of daily living including, but not limited to hygiene, personal care, laundry, showers, cleaning, pest remediation, hoarding mitigation, donation coordination, and preparation for apartment inspections.

• Conduct in-home visits and assist clients with maintaining safe and clean apartments or personal spaces.


• Provide services both onsite and in the community, including but not limited to, accompanying clients to medical appointments, benefits offices, housing interviews, shopping trips, job interviews, school meetings, and court appearances.

• Enter and maintain client service delivery in designated database ensuring that all documentation-including, but not limited to, progress notes, service plans (ILPs), assessments, and benefit forms-is completed accurately, thoroughly, and within required timeframes, in compliance with agency and funder standards.

• Maintain required monthly contact hours with clients or their collaterals in accordance with agency policies and procedures.


• Monitor client progress and adjust service plans accordingly.


• All other duties as assigned

Section 2. Expectations

• Prepare for and actively participate in regularly scheduled supervision by setting clear agendas, providing timely and appropriate updates on work activities, and integrating feedback into practice. Seek additional support as needed and follow management directives and guidance.

• Maintain professional conduct by fostering collaborative, respectful relationships with clients, colleagues, and supervisors. Demonstrate sound judgment, adapt to changing workloads and priorities, manage responsibilities independently and consistently uphold agency policies, procedures, and ethical standards.

• Contribute to a positive and collaborative team environment by actively participating in required meetings, trainings, and program initiatives. Support team-wide responsibilities as required, engage in continuous improvement efforts, and complete assignments within established deadlines. Demonstrate sound judgment in decision-making, effectively resolve conflicts, and escalate issues appropriately through the supervisory chain of command.

• Manage time effectively by reporting to work at the start of the scheduled shift and remaining through the end of shift. Adhere to agency time and attendance policies, coordinate coverage for breaks, and follow established protocols for notifying in the event of lateness or absence.

Requirements

A. Education & Experience

Title Education & Experience
Case Manager 1: High School Diploma and two (2) years of relevant work experience (Non-HASA funded Sites)
Case Manager 2: Bachelor's Degree OR, High School Diploma and four (4) years of relevant work experience
Case Manager 3: Bachelor's Degree and two (2) years of relevant work experience OR, BSW degree and one (1) year of relevant work experience OR, High School Diploma and six (6) years of relevant work experience
Case Manager 4: Bachelor's Degree and four (4) years of relevant work experience OR, BSW degree and three (3) year of relevant work experience OR, High School Diploma and eight (8) years of relevant work experience
Case Manager 5: Internal only

Note:
For applicants without college degrees, every 30 college credits earned may be substituted for one (1) year of experience. At HASA funded sites, college credit can't be applied towards qualifications unless applicant has four years of experience.
Relevance pertains to the essential tasks and functions of this role.

B. Certification/License: N/A

C. Knowledge, Skills, and Abilities
1. Demonstrated ability in delivering client services to specialized populations
2. Computer proficiency, and working knowledge of Microsoft Office Suite programs
3. Ability to communicate (both orally and in writing) in a manner that is clear, organized, informative, tailored to the audience, and meets its intended purpose.
4. Strong teamwork, collaboration, organizational, and time management skills

D. Physical Demands. The physical demands described below are generally required to perform the essential job functions for this role. Reasonable accommodations may be made for individuals with disabilities.
1. Sit and stand for extended periods of time
2. Walk, bend over, reach overhead, grasp, push, pull, and move
3. Lift and move items or equipment weighing up to 30 pounds
4. Walk up/down stairs (note, most agency sites have elevators)
5. Work primarily indoors in a standard, open space office environment and operate standard office equipment. Note that some community-based programs require working outdoors.
6. View and read computer screens and written documents, and enter data into computer.
7. Ability to commute with clients via public transportation for lengthy periods of time.
8. Ability to travel to various locations in order to provide escort services.