Client Care Case Manager- Family Specialist

Description

Description

Job Purpose

This position plays a vital role in promoting and embodying the mission, vision, and values of YUGM. This role is responsible for ?working with client service guests, connecting them with needed resources. This role guides client service guests through the process of change, helping them take steps toward wholeness.

Mission, Vision, and Core Values

At YUGM we are committed to our mission of, “following Christ in helping people move from homelessness to wholeness,” so that every homeless person in Yakima County has the opportunity for permanent life transformation in Jesus Christ. Rooted in Christian values, we believe by combining Love + Professionalism, we achieve meaningful Outcomes that transform lives. Relationships are central to how we serve our clients, team, and community.

To perform successfully in any role within our organization, employees are expected to exemplify YUGM’s Core Values of Love + Professionalism = Outcomes in the following ways:

LOVE

• Enhance Christ’s reputation through personal interactions with others.
• Pursue God personally, relationally, emotionally, and intellectually.
• Be present, authentic, and relationally available in all contexts.
• Demonstrate genuine and sacrificial care for the wellbeing of other.

PROFESSIONALISM

• Be consistently punctual and present at work, meetings, and appointments.
• Meet deadlines and fulfill commitments with thorough follow-through.
• Proactively measure work to ensure continuous learning and improvement.
• Communicate effectively, both orally and in writing.

OUTCOMES

• Pursue constant growth, learning, and improvement.
• Think creatively, strategically, and spiritually.
• Be regularly sought after for input and value.
• Maintain YUGM’s mission clarity and exemplify a Christ-like attitude under stress.

Duties and Responsibilities

Mission & Culture

• Uphold and promote YUGM’s Christian beliefs and behaviors, core values, policies, and procedures with a high-level of integrity.
• Develop professional, caring, strength-based relationships built on truth, respect, encouragement, and trust.
• Provide ministry and show kindness and grace to staff, volunteers, clients, donors, and the community.
• Support initiatives that foster a culture of services, compassion, and faith within the workplace.
• Engage opportunities to pray for individuals, departments, strategic plans and other YUGM needs.

Share in the Work of Your Team by

• Modeling the three virtues of an ideal team player: humble (motivation), hungry (passion), smart (emotional intelligence).
• Working with Client Services team, communicating and collaborating openly with the goal of continually improving guest experience and services offered.
• Sharing pertinent resource information with other Client Services staff, to improve continuity of service for Client Services guests. Occasionally provide staff trainings.

Functional Responsibilities

Offer Spiritual Care

• Serve in this role as a minister of Christ, demonstrating the calling, character and competencies of a person who seeks to faithfully follow Jesus, stay in step with the Holy Spirit, and honor the Father. Carry out these responsibilities with a ministry mindset, spiritually caring for all those in your sphere of influence, including staff, clients, volunteers, and community partners.

“Therefore, if anyone is in Christ, the new creation has come. The old has gone, the new is here! All this is from God, who reconciled us to himself through Christ and gave us the ministry of reconciliation: that God was reconciling the world to himself in Christ, not counting people’s sins against them. And he has committed to us the message of reconciliation. We are therefore Christ’s ambassadors, as though God were making his appeal through us.” 2 Corinthians 5:17-20a NIV

• Look for opportunities to lead others in prayer, counsel from God’s Word, and model what it looks like to know God and experience His love and leadership.

Provide Case Management

• Work collaboratively with Case Management Manager and the Case Management team to provide Case Management services to guests of all YUGM programs.
• Carry an assigned caseload and provide individualized case management focused on helping clients identify goals, address barriers, access appropriate resources, and take meaningful steps toward wholeness.
• Meet regularly with assigned clients to provide supportive coaching, assess progress, identify emerging needs, and develop appropriate next steps.
• Work collaboratively with clients to develop and maintain individualized plans that identify goals, barriers, appropriate supports, and next steps, adjusting plans as client needs and circumstances change.
• As assigned, support and coordinate population-specific programming and activities that address the developmental, relational, and spiritual needs of clients, including children and families.
• Connect clients with appropriate community resources and services, including employment, medical and long-term care, legal, immigration, housing, and other identified needs.
• Maintain timely, accurate, and professional documentation according to YUGM standards.
• Coordinate transportation and other logistical support for clients as needed and approved.
• Incorporate industry best practices, available research, client feedback, and input from leaders and peers to continually improve the effectiveness of case management services.

Family Shelter Environment

• Welcome families to the UGM shelter. Fill out needed registration information using both paper forms and computer registration software. Review policies and guidelines with each family. Give each family a tour of the Family Shelter area, including the dining room. Provide basic hygiene items upon checking in each family.
• Host meals where we have families in attendance. Monitor the activity in the dining room, making sure meals are finished in a timely manner, guests maintain appropriate behavior, and guests clean up their area after use.
• Be available to assist in cleaning Family Shelter rooms as guests check out, as needed.
• Maintain cleanliness of the Family Shelter playground area. Making sure the toys are maintained and properly stored.
• Assist in maintaining the kids' clothing room. Keep current inventories of Family Shelter supplies and restock as needed.

Children & Family Development

• Assist Services Coordination Manger in assessing each guest family to determine their needs and develop measurable steps for them to take to exit the Family Shelter in a positive manner.
• Oversee and organize the Kids Klub Program for 3-8-year-olds and the Mid Kids Program for ages 9 and up. Screen and train volunteers to participate in programs for our children and families. Maintain curriculum and supplies for children’s programs. Be aware of ACE’s and train volunteers on the impact of ACEs on those staying in Family Shelter.
• Develop programs that will enhance the stay of children in Family Shelter and introduce them to relationship with Jesus.
• Plan and execute healthy and fun family activities weekly and around holidays and other special events. Create a calendar of all events to provide to families each month.

Ensure Safety

• Serve YUGM and the Yakima Valley as a leader in addressing the needs of sheltered homeless individuals with high levels of childhood trauma.
• Monitor client spaces for cleanliness, safety, and necessary supplies and furnishings.
• Participate in the regular Client Services rotation supporting Checkpoint operations, including screening and welcoming clients into YUGM services.

Provide Admin & Logistics

• Support YUGM’s data and outcomes efforts by accurately recording required client information, measurable outcomes, guest surveys, and other program data.
• Maintain client confidentiality and protect sensitive information in accordance with YUGM policies and applicable requirements.
• Attend required YUGM trainings and meetings and remain current on policies, procedures, resources, and information necessary to effectively perform the role.
• Serve on assigned cross-functional teams or task forces, collaborating with representatives from across Client Services to address shared responsibilities and major client processes.
• Perform other duties as assigned in support of YUGM’s mission and values.

Requirements

Qualifications

Required:

• Strong Christian faith and ability to express this and share it with others.
• Teachable and able to learn new systems and approaches based on the YUGM’s unique perspective and response to homelessness and trauma.
• Strong interpersonal skills and the ability to maintain confidentiality required.
• Capable written, verbal, and spiritual communication skills.
• Proficiency with common office productivity hardware and software.
• Valid WDL, good driving record, proof of insurance.
• Demonstrated personal and work ethic reflecting YUGM’s Core Values of Love, Professionalism and Outcomes.
• Demonstrated ability to work with a team, as well as independently, under the pressure of deadlines, interruptions and changing priorities while maintaining a strong attention to detail.

Preferred:

• Spanish language abilities.
• Prior experience working with children and families.
• Prior experience working with persons in crisis, demonstrating effective de-escalation, dispute resolution, and problem‑solving skills.
• Prior experience working with individuals with mental health issues, physical disabilities, or developmental disabilities.
• Specific training and experience in the fields of homelessness, addiction, childhood trauma and poverty preferred.
• Some higher education in Social Work, Counseling, Education, Pastoral Ministry, or other related fields.

Working Conditions

Primary duties of this position are performed in a well-lighted, temperature-controlled environment. The noise level in the environment is usually moderate. Some travel between Mission sites and locations in the community is required. May also be required to be outdoors in inclement weather and work irregular hours. A substantial amount of walking around our campus is also required to monitor and engage with clients in various program environments.

Physical Requirements

• Sit and review information on a computer screen or on paper for extended periods
• Able to stand for a prolonged period
• See and hear
• Speak English clearly and fluently
• Travel from one location to another
• Walk, climb, balance and stoop, reach with hands and arms, use hands to handle or feel.
• Answer Phones
• Ability to lift items weighing up to 50 lbs.