Case Manager

Job Description

Job Description:Position SummaryThe Case Manager develops professional helping relationships and partners with residents to identify and pursue individualized goals that support stability, recovery, independence, and sustainable transition. Serving as a mission-wide Case Management resource, the Case Manager may simultaneously support residents in emergency shelter, substance use recovery, longer-term recovery-to-independence programming, and other Oliver Gospel programs according to assignment, resident need, and organizational capacity.The Case Manager facilitates person-centered assessment and planning; coordinates services, resources, and referrals; provides resource navigation and advocacy; monitors progress, changing needs, and barriers; supports appropriate follow-through on services and referrals; facilitates transition planning; and maintains timely, accurate, objective, and confidential documentation. The Case Manager collaborates with residents, the interdisciplinary Care Team, Spiritual Formation, Residential Support, Intake & Program Access, external Mental & Behavioral Health providers, community resources, and other service providers to support individualized goals and coordinated care.The resident remains the principal decision-maker in defining personal goals, priorities, preferences, and desired outcomes. Case Management supports resident choice, participation, self-direction, and progress while maintaining appropriate professional boundaries, role scope, and coordination with other disciplines.The Case Manager may be required to participate in on-call duties and some evening and weekend work as assigned.Position QualificationsFor Employment with Oliver GospelA believer in Jesus Christ. Affirm without reservation Oliver Gospel’s Statement of Faith. Fully support Oliver Gospel’s Mission and Vision Statements. Demonstrate the ability and desire to work in harmony with other Oliver Gospel employees. Be on time and ready to work at the assigned work location on every scheduled workday. Due to the potential impact on Oliver Gospel’s Program Participants, the use of tobacco and/or vaping products is not permitted during scheduled work hours or at any Oliver Gospel event. Possess a valid South Carolina driver’s license.For the Case ManagerBachelor’s degree in Social Work, Psychology, Counseling, Human Services, or another closely related field. Documented relevant experience in Case Management, social services, human services, counseling, recovery services, homelessness services, or a related helping profession. Experience serving individuals or families experiencing homelessness, housing instability, substance use or recovery needs, family instability, economic hardship, behavioral health needs, or similarly complex barriers. Demonstrated ability to facilitate person-centered assessment and planning, coordinate services and resources, maintain professional documentation, and work effectively with interdisciplinary teams and community providers. Demonstrated ability to work effectively and respectfully with individuals and families across diverse backgrounds, cultures, abilities, ages, programs, and service settings. Demonstrated ability to work independently, exercise sound judgment, manage competing priorities, and remain aligned with supervisory direction and organizational priorities. Strong organizational, interpersonal, verbal, and written communication skills. Proficiency with common office and Case Management technology and the ability to learn and effectively use required organizational systems.Position ResponsibilitiesPerson-Centered Assessment & Planning Build professional helping relationships with residents that demonstrate dignity, respect, compassion, and appropriate choice. Complete assigned assessments and gather information needed to understand each resident’s strengths, needs, preferences, barriers, resources, risks, and priorities within the scope of Case Management. Facilitate collaborative, person-centered planning in which the resident actively defines goals, preferences, priorities, responsibilities, and desired outcomes. Develop and maintain the Case Management components of the Coordinated Individual Case Plan in clear, understandable language, including measurable and achievable goals, appropriate timeframes, services/interventions, referrals, and transition considerations. Review and update the Coordinated Individual Case Plan according to established timeframes and whenever significant changes in needs, circumstances, progress, or preferences warrant modification. Provide residents with encouragement, accountability, and support as they work toward their identified goals and desired outcomes. Individualized Service Intensity & Caseload Management Maintain an assigned caseload that may include residents from multiple programs and facilities. Provide Case Management contact and intervention at the frequency and intensity established by individualized resident need, the Coordinated Individual Case Plan, program requirements, and supervisory direction, including established minimum contact requirements where applicable. Complete assigned Case Management intake, assessment, and onboarding responsibilities and coordinate with Intake & Program Access and other appropriate personnel to support effective resident transition into Case Management services. Manage workload so that urgent needs, significant barriers, required reviews, referrals, documentation, and transitions receive timely attention. Communicate promptly with the Supervisor of Case Management when case complexity, caseload volume, safety concerns, or competing demands may affect the quality or timeliness of services. Participate in caseload review, rebalancing, and reassignment processes as needed and support continuity of services when assignments change. Service Coordination, Resource Navigation & Advocacy Connect residents to appropriate services and resources identified through individualized planning and follow through to determine whether access occurred, intended services were received, and barriers remain. Maintain current working knowledge of relevant community services and resources, support systems, eligibility and funding considerations, and referral pathways. Coordinate services across relevant stability domains, which may include housing, employment/career, finances and savings, identification, benefits, healthcare access, transportation, appointments, education, legal and community resources, childcare, and other needs within the scope of the position. Advocate appropriately with agencies and providers when authorized by the resident and consistent with confidentiality, consent, organizational policy, professional boundaries, and role responsibilities. Connect residents with and strengthen natural, community, and social supports when appropriate to their goals and preferences. Support residents in identifying and overcoming barriers that may impede progress toward stability, recovery, independence, and sustainable transition.Progress Monitoring, Transition & Follow-Through Monitor progress toward resident-defined goals and identify achievements, stalled progress, emerging barriers, and changing needs. Use purposeful follow-up to determine whether referrals, services, and planned interventions are producing intended results and supporting resident-defined goals. Support transition and discharge planning from the beginning of service as appropriate to the program and resident’s circumstances. Participate with the Care Team in assessing resident readiness for program phase or milestone transitions, when applicable, and complete assigned Case Management responsibilities associated with approved transitions. Coordinate appropriate handoffs and continuity of services when residents transition between Oliver Gospel programs or to community-based supports. Document outcomes, unresolved needs, referrals, handoffs, and transition information according to established standards. Care Team & Interdisciplinary Collaboration Practice the principle: One Mission. One Resident. One Coordinated Plan. Distinct Roles. Shared Outcomes. Work collaboratively with the interdisciplinary Care Team to promote coordinated services and positive resident outcomes. Support meaningful resident participation in coordinated planning and Care Team processes as appropriate to the resident’s preferences, needs, and circumstances. Participate actively in Care Team meetings and share information needed for coordinated care within applicable consent, confidentiality, and role requirements. Communicate significant resident concerns, changes, barriers, and progress to appropriate Care Team members in a timely manner. Recognize when another discipline, professional, or service provider should lead and coordinate appropriately rather than duplicate or replace the work of Spiritual Formation, Residential Support, Intake & Program Access, Mental & Behavioral Health providers, or other partners. Complete assigned follow-up from Care Team decisions and document responsibilities and outcomes according to established practice. Respect interdisciplinary decision rights and do not make commitments or decisions on behalf of another discipline without appropriate consultation and authority. Mental & Behavioral Health Coordination Support residents in accessing and following through with treatment recommendations and care plans established by qualified medical and Mental & Behavioral Health professionals, consistent with resident choice, applicable consent, and the scope of the Case Manager role. Coordinate with qualified external Mental & Behavioral Health providers through established referral, consent, communication, coordination, confidentiality, and information-sharing procedures. Respect clinical independence and professional scope; do not conduct clinical assessments, diagnose, treat, or provide clinical services beyond the Case Manager’s qualifications and authorized role. When a resident also receives external case management, service coordination, or care coordination, work with the Supervisor of Case Management and involved providers to clarify the primary case-management/service-coordination role and document coordination to promote continuity and reduce duplication. Communicate relevant concerns to the appropriate Care Team member or supervisor and support access to appropriate specialty care when additional professional support may be needed, while maintaining applicable consent, confidentiality, and information-sharing boundaries. Resident Accountability & Program Participation Reinforce applicable program expectations and support residents in understanding how program requirements relate to their goals, responsibilities, and continued participation. Support resident accountability for identified responsibilities and applicable program expectations while maintaining professional, respectful, compassionate, and person-centered relationships. Coordinate concerns involving operational or security procedures with Residential Support, program leadership, or other appropriate personnel according to established roles and procedures. Facilitate Case Management-related educational sessions, groups, or skill-development activities as assigned and consistent with the Case Manager’s role, competency, and applicable program model. Documentation, Quality & Accountability Maintain current, timely, accurate, objective, person-centered, and confidential case records according to organizational and program standards. Document assessments, Coordinated Individual Case Plans, resident participation, Case Management contacts, referrals, services and coordination, progress, barriers, significant changes, Care Team follow-up, transitions, and other required information. Protect resident information and follow all applicable confidentiality, consent, records-management, and information-sharing requirements. Submit accurate and timely required reports to the Supervisor of Case Management. Participate in case review, documentation review, supervision, competency assessment, training, and quality-improvement activities. Correct documentation or practice deficiencies promptly when identified through supervision, case review, quality review, or other established processes.Professional Development & Continuous Improvement Demonstrate, maintain, and further develop competencies required for assigned Case Management responsibilities. Participate actively in supervision; seek guidance and consultation when resident needs or circumstances exceed the Case Manager’s experience, competency, authority, or role; and receive and implement appropriate coaching and feedback. Maintain professional boundaries and exercise sound judgment in complex, sensitive, or emotionally charged situations. Participate in required training and ongoing professional development relevant to assigned responsibilities and populations served, including person-centered practice, trauma-responsive services, substance use recovery, homelessness and housing instability, family needs, safety, community resources, and other identified competency needs. Attend and actively participate in required departmental, interdisciplinary, and organizational meetings as assigned. Collaborate professionally with departments across Oliver Gospel to support Mission priorities, effective operations, resident services, and organizational outcomes while respecting departmental roles, responsibilities, decision rights, and established communication channels. Contribute observations and recommendations that may improve Case Management practice, resident experience, interdisciplinary collaboration, service quality, and organizational outcomes. Perform other duties as assigned by the Case Management Supervisor that are consistent with the purpose and level of the position and evolving organizational needs. Core CompetenciesPerson-centered Case Management, including resident choice, participation, self-direction, dignity, and respect. Assessment and service planning, including identification of strengths, needs, preferences, barriers, resources, risks, and priorities. Service coordination, resource navigation, referral, advocacy, and purposeful follow-through. Progress monitoring, transition planning, and continuity of services. Timely, accurate, objective, person-centered, and confidential professional documentation. Interdisciplinary collaboration and community-provider coordination with appropriate professional boundaries, role clarity, confidentiality, consent, and decision rights. Trauma-responsive and culturally responsive practice with residents from diverse backgrounds and circumstances. Sound judgment, problem-solving, organization, time management, and m