Case Manager Shelter

The Case Manager provides housing-focused case management and individualized support to guests of the Porchlight Men's Shelter. This position enrolls and orients new shelter guests, and helps guests identify goals, address barriers, connect with community resources, and pursue permanent housing.

Case Managers are responsible for maintaining regular contact with assigned guests, developing and updating housing plans, coordinating services, and completing accurate and timely documentation. The position requires strong communication, organization, professionalism, and the ability to work effectively with individuals experiencing homelessness, mental illness, substance use disorders, medical concerns, and other barriers to housing stability.

Essential Duties & Responsibilities

Housing-Focused Case Management

• Proactively engage assigned guests and develop respectful, professional working relationships.
• Assess guest strengths, needs, barriers, preferences, and housing goals.
• Develop, review, and update individualized housing plans with guests.
• Maintain regular contact with assigned guests and make reasonable efforts to re-engage guests who miss appointments.
• Assist guests with housing searches, applications, documentation, landlord communication, and other steps toward permanent housing.
• Help guests address barriers such as limited income, rental history, criminal history, prior evictions, or lack of identification.
• Encourage guests to consider appropriate housing opportunities while recognizing their right to make informed choices.

Resource Coordination

• Connect guests with Coordinated Entry and assist with required assessments, documentation, updates, and referrals.
• Provide referrals to public benefits, employment, health care, behavioral health, substance use, legal, transportation, and other community resources.
• Advocate and coordinate with housing providers, service agencies, health care providers, and other community partners, as appropriate.
• Help guests understand housing and service processes without promising a particular placement, referral, or timeframe.
• Maintain current knowledge of local housing programs and community resources.

Documentation & Case Coordination

• Complete timely, accurate, and objective case notes, housing plans, assessments, service records, and exits. Enter and maintain required information in HMIS.
• Collect information needed to meet program, funding, and reporting requirements.
• Participate in staff meetings, supervision, internal case reviews, and external case conferencing as appropriate.

• Communicate relevant guest needs, progress, and safety concerns to shelter staff while maintaining confidentiality.

Guest Support & Shelter Operations

• Provide clear information about shelter services, expectations, and available resources.
• Treat guests with dignity and respect while maintaining appropriate professional boundaries.
• Use active listening, problem-solving, de-escalation, and crisis-intervention techniques when responding to difficult situations.
• Respond appropriately to medical emergencies, behavioral health crises, conflicts, and other urgent concerns.
• Complete incident reports and notify supervisory staff of significant guest or safety concerns.
• Collaborate with Shelter Assistants, Shift Supervisors, Waitlist Administrators, Intake Staff, and other team members to support coordinated shelter operations.
• Conduct guest orientation and intake; assist with other shelter responsibilities when needed.
• Help maintain safe, sanitary, and organized shelter spaces.

Qualifications

Required

• Experience providing case management, housing navigation, shelter services, outreach, or other direct human services.
• Strong communication, organization, advocacy, and problem-solving skills.
• Ability to establish rapport while maintaining clear professional boundaries.
• Ability to manage a caseload, maintain documentation, and balance competing priorities.
• Ability to remain calm and use sound judgment during crises or high-stress situations.
• Ability to work effectively with people experiencing homelessness and related challenges.
• Computer proficiency and ability to maintain accurate electronic records.
• Ability to maintain confidentiality and handle sensitive information appropriately.

Preferred

• Bachelor's degree in Social Work, Human Services, Psychology, Sociology, or a related field.
• Experience working in an emergency shelter or housing program.
• Knowledge of local housing resources, public benefits, Coordinated Entry, and community service systems.
• Experience using HMIS.
• Training in motivational interviewing, de-escalation, crisis intervention, mental health, substance use, CPR/First Aid, and Narcan administration.

Physical Requirements

• Ability to move throughout shelter offices, dormitories, common areas, and grounds.

• Ability to sit and use a computer for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to respond quickly to emergencies and crisis situations.

Work Environment

This position operates in an emergency shelter environment serving adult men experiencing homelessness. The environment may include exposure to crisis situations, behavioral health challenges, and emergency response situations requiring professionalism, sound judgment, and flexibility.