Case Manager, Diversion/Outreach

Summary: To conduct diversion problem solving conversations at assessments for individuals that have requested emergency shelter. Help people immediately to identify alternative housing arrangements while coordinating referrals to community resources and assisting with access to financial assistance for those who qualify.

Why Work for SMOC?

• Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
• Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Maintain knowledge of Coordinated Access Network/Homeless Response System.
• Maintain records in HMIS database.
• Provide motivational interviewing skills to fuel problem solving conversations.
• Network with community partners to maintain knowledge of community resources for basic needs, i.e. food pantries, clothing donations, etc.
• Network with community partners to maintain knowledge of mental health, behavioral health and physical health services, including substance abuse treatment.
• Attend Housing Case Management team meetings.
• Attend Professional Development to stay up to date on shelter diversion best practices.
• Assist individuals in understanding federal/state guidelines for rental subsidies, tenant rights and responsibilities as well as basic knowledge of housing laws.
• Assist with landlord mediation and/or conversations with family/friends to help individuals resolve their housing crisis.
• Maintain knowledge of application processes for state benefits.
• Communicate with local emergency shelters on bed availability when diversion is not possible.
• Provide street outreach, assessment and case management services to assigned clients. Target populations include those who are engaging in panhandling and are identified by Police Officers or through non 911 calls as needing services.
• Develop/monitor plan to assist in improved recovery, housing status, and overall health.
• Implement engagement strategy with all new clients referred to the program and work to conduct a comprehensive service needs assessment with each client.
• Provide education to each client regarding the City of Worcester Panhandling ordinance.
• Develop, implement, and monitor Individualized Service Plan with each participant.
• Work collaboratively with the Worcester Police and other identified community members to identify clients who may be in need of services.
• Assist individuals in accessing new resources and supports which will lead to safer choices and reduce risky behaviors that may include panhandling, prostitution, and substance use.
• Assist individuals with medical emergencies in finding detoxification services and appropriate treatment.
• Provide intensive, strengths based case management to each participant.
• Attend & participate in engagement team meetings as requested and communicate effectively with clients and staff in other areas.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.

Knowledge and Skill Requirements:

• Bachelor’s Degree in a related field.
• Minimum of 2 years case management experience.
• Prior training and experience in Motivational Interviewing strongly preferred.
• Excellent computer/data entry skills.
• Ability to problem-solve in a fast-paced environment.
• Valid Driver’s license and reliable transportation.

Organizational Relationship:

• Directly reports to the Community Support Services Program Manager.
• Direct reports of this position are none.

Physical Requirement:

• Ability to drive.
• Ability to ascend and descend stairs.

Working Conditions: As part of the responsibilities of this position, the Case Manager, Diversion/Outreach will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required. Some travel is required. Flexibility with hours is required as some meetings may occur after hours.

Hybrid Work Option: Hybrid work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Case Manager, Diversion/Outreach position is eligible to work from home 0% of the week in scheduling coordination with the department manager.

Monday through Friday: 10:00AM - 6:00PM. Includes a 1-hour unpaid lunch break.
35 Hours per week.