Case Manager (Shelter)

Position: Case Manager

Department: Homeless Services

Reports To: Case Management Supervisor

Employment Status: Full-Time

FLSA Status: Exempt

Work Arrangement: On-Site

Salary Range: $55,000–$65,000 annually

The Case Manager provides housing-focused case management and stabilization services to individuals experiencing homelessness. Using Housing First, trauma-informed, harm-reduction, motivational interviewing, and strengths-based approaches, the Case Manager works collaboratively with program participants to identify barriers, establish goals, access community resources, and obtain and maintain stable housing.

The Case Manager is responsible for a caseload of approximately 25 program participants and is expected to maintain consistent client engagement, timely documentation, and active coordination with internal programs, community providers, and Montgomery County's Continuum of Care and Coordinated Entry System.

This position requires flexibility, sound judgment, strong professional boundaries, and the ability to respond effectively to individuals experiencing behavioral health challenges, housing instability, trauma, and other barriers to stabilization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Engagement and Case Management

• Establish professional, respectful, and collaborative relationships with program participants using strengths-based, person-centered, trauma-informed, and Housing First approaches.

• Maintain a caseload of approximately 25 program participants.

• Meet with assigned program participants at least weekly, or more frequently when clinically or programmatically appropriate.

• Conduct comprehensive and ongoing assessments of participants' housing needs, strengths, vulnerabilities, disabling conditions, behavioral health needs, history of trauma or domestic violence, income, benefits, and other barriers to stabilization.

• Work collaboratively with each participant to develop, implement, and regularly update an individualized service plan and housing plan.

• Assist participants in establishing and prioritizing realistic short- and long-term goals related to housing, income, health, employment, benefits, independent living, and overall stability.

• Monitor participant progress and adjust interventions and service plans based on changing needs, barriers, and identified goals.

• Provide immediate intervention, support, and referrals when participants present with urgent or emergency needs.

• Promote participant choice, self-determination, personal responsibility, and meaningful involvement in the case-planning process.

Housing and Resource Coordination

• Assist participants with identifying, obtaining, and maintaining safe and appropriate permanent housing.

• Help participants navigate housing applications, documentation requirements, eligibility processes, landlord communication, and other housing-related activities.

• Connect participants to appropriate community resources, including:

• Medical, dental, and behavioral health services

• Substance-use treatment and recovery supports

• Employment and vocational services

• Social Security and public-benefit programs

• Legal services

• Transportation resources

• Life-skills education

• Food, clothing, and other basic-needs assistance

• Coordinate services with community providers, landlords, government agencies, health care professionals, and other members of the participant's support network, as authorized.

• Assist participants with accessing essential appointments and services, including arranging or coordinating transportation when appropriate.

• Advocate for participants while maintaining professional boundaries and supporting their ability to independently navigate systems and resources.

Coordinated Entry and Interdisciplinary Collaboration

• Participate consistently in Montgomery County Continuum of Care Coordinated Entry System meetings, case-conferencing calls, trainings, and related activities.

• Complete required Coordinated Entry assessments, referrals, documentation, and follow-up activities accurately and within established timeframes.

• Participate in interdisciplinary team meetings to present cases, review participant progress, identify appropriate interventions, and coordinate services.

• Collaborate with Interfaith Works programs and departments to support continuity of care and effective service delivery.

• Participate in monthly Case Management and Vocational Services meetings, staff meetings, trainings, supervision sessions, and other organizational activities.

• Meet with the Case Management Supervisor for regular individual supervision and case consultation.

Documentation and Data Management

• Maintain accurate, complete, objective, and timely participant records in accordance with Interfaith Works policies, contract requirements, confidentiality standards, and applicable laws.

• Document all participant contacts, services, referrals, assessments, progress, and significant incidents in the Homeless Management Information System, or HMIS, within required timeframes.

• Maintain organized electronic and physical participant files, as applicable.

• Complete required reports, assessments, service plans, housing plans, discharge summaries, incident reports, and other program documentation.

• Ensure the quality and accuracy of HMIS data and promptly correct identified documentation or data-quality concerns.

• Protect confidential participant information and follow all privacy, recordkeeping, and information-sharing requirements.

Crisis Intervention and Safety

• Provide crisis intervention and de-escalation support to participants experiencing acute behavioral health symptoms, interpersonal conflict, or other destabilizing circumstances.

• Assess immediate safety concerns within the scope of the Case Manager's training and responsibilities.

• Follow established protocols when a participant expresses suicidal or homicidal thoughts, intent, or other indicators of imminent risk.

• Contact the Mobile Crisis Team, emergency medical services, law enforcement, supervisory staff, or other emergency resources when warranted.

• Complete incident reports and related documentation accurately and promptly.

• Maintain awareness of the program environment and communicate safety, behavioral, or operational concerns to appropriate supervisory staff.

Program and Organizational Responsibilities

• Work at least one evening per week, based on program needs.

• Facilitate or co-facilitate a community meeting one evening every other week.

• Maintain reliable attendance and punctuality and provide appropriate notice of absences or schedule changes.

• Adhere to Interfaith Works policies, procedures, professional standards, and organizational values.

• Participate in required training and professional-development activities.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience

• Bachelor's degree in social work, psychology, counseling, human services, sociology, public health, or a related behavioral health or human-services field preferred.

• A combination of relevant education, training, and directly related experience may be considered in place of the preferred degree.

• Previous experience providing case management, housing navigation, behavioral health, homeless services, crisis intervention, or community-based human services strongly preferred.

• Experience working with individuals experiencing homelessness, behavioral health conditions, substance-use disorders, trauma, domestic violence, or other significant barriers to stability preferred.

Knowledge, Skills, and Abilities

• Demonstrated ability to build rapport and maintain professional, respectful, and appropriate relationships with program participants.

• Knowledge of, or willingness to develop proficiency in, Housing First, trauma-informed care, harm reduction, motivational interviewing, and person-centered service delivery.

• Knowledge of community resources and public systems related to homelessness, housing, behavioral health, health care, public benefits, employment, and crisis services.

• Ability to recognize and respond appropriately to behavioral health crises, including potential suicidal or homicidal ideation, in accordance with organizational protocols and the employee's training.

• Strong assessment, problem-solving, organization, time-management, and case-planning skills.

• Ability to manage multiple responsibilities, deadlines, participant needs, and documentation requirements effectively.

• Excellent verbal and written communication skills.

• Ability to write clear, objective, accurate, and timely case notes and reports.

• Strong interpersonal skills and the ability to work effectively as part of an interdisciplinary team.

• Ability to work independently, exercise sound judgment, and seek supervisory guidance when appropriate.

• Demonstrated cultural humility and the ability to work effectively with individuals from diverse racial, cultural, socioeconomic, religious, gender, and identity backgrounds.

• Ability to maintain confidentiality and professional boundaries.

• Proficiency with Microsoft 365, including Outlook, Word, and Excel.

• Experience using HMIS or a comparable electronic case-management system preferred.

• Fluency in Spanish or another language commonly spoken by program participants is a plus.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described below are representative of those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to communicate verbally and in writing. The employee frequently uses hands and fingers to operate computers, phones, office equipment, and other tools. The employee may be required to stand, walk, sit, bend, and reach with hands and arms.

The employee must occasionally lift or move items weighing up to 25 pounds. Specific vision abilities include close vision, distance vision, and the ability to adjust focus.

The position operates in a residential or community-based homeless-services environment. The employee may encounter individuals experiencing behavioral health symptoms, emotional distress, interpersonal conflict, or other challenging circumstances. The noise level is generally low to moderate but may vary depending on program activity.

BENEFITS

Interfaith Works offers a comprehensive benefits package to eligible employees.

Employees receive 14 paid holidays and 21 days of paid time off. Full-time employees working at least 30 hours per week are eligible for subsidized medical, dental, and vision coverage for themselves and their eligible dependents.

Interfaith Works also provides employer-paid long-term disability insurance, life insurance, and accidental death and dismemberment insurance. Employees may elect additional portable benefits, including short-term disability and critical-illness insurance.

All employees, regardless of full- or part-time status, have access to an Employee Assistance Program at no cost.

ADDITIONAL INFORMATION

This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties or responsibilities associated with the position. Employees may be required to perform other job-related duties as assigned by an authorized supervisor.

The duties and requirements of this position may be modified to reasonably accommodate qualified individuals with disabilities. To perform this position successfully, the employee must possess the knowledge, skills, judgment, and abilities necessary to perform the essential functions of the role.

This job description does not create an employment contract, express or implied. Employment with Interfaith Works is at will, subject to applicable law.

 

TO APPLY

Interested candidates must submit a resume with their application to be considered. Applicants must apply through our Career's Page. Please send any questions about the application process to hr@iworksmc.org.

Interfaith Works is an equal opportunity employer which values diversity, equity, and inclusion. We are committed to a continued focus on equitable hiring, training, promotional practices, and policies. We are a drug-free workplace and comply with ADA regulations, as applicable.