Shelter Case Manager

Position Summary:

The Shelter Case Manager assists individuals in moving from homelessness to permanent housing by providing weekly case management and supportive services. We are seeking an individual with strong critical and analytical thinking and transformative skills that will meet program guidelines and ensure participant success. Services are delivered using a low-barrier, harm reduction, housing-focused, person-centered, trauma-informed, culturally conscious, voluntary services model, designed to support participants in obtaining housing and developing independent living skills.

Essential Functions of the Job:

Case Management

• Provides weekly housing-focused case management to a caseload of 18-24 individuals;
• Engages, assesses, and develops housing needs and individual housing plans with participants to quickly exit shelter and build skills toward housing stabilization;
• Performs participant intake assessment to determine participant’s needs and goals, and collaborates with participant to develop a strengths-based, solution-focused individual service and action plan that promotes obtaining and maintaining permanent housing;
• Upon intake, assist participants in obtaining applicable identity and income documentation for housing applications, including any other documents required to qualify for housing programs per Coordinated Access Network (CAN) guidelines;
• Supports participants in brainstorming ways to remove barriers and reduce participants’ average lengths of stay;
• Increase the number of households who exit to permanent housing using shelter diversion techniques, family mediation, and other resources to assist participants in self-resolving their housing crisis;
• Assists participants in conducting rental searches, submitting applications, and attending housing-related appointments;
• Connects participants to cash, medical, and other benefits; supportive services including but not limited to workforce development, financial literacy, childcare, transportation, and healthcare and other community-based services;  
• Assists participants in attending appointments, including providing transportation utilizing personal vehicle for agency business, as appropriate; and
• Provides education on good tenancy.

Shelter Operations

• Engages in activities that support the health and safety of the participants, and smooth operations of the emergency shelter per program and funder guidelines;
• Provides means of provision of toiletries or other personal care items, including inventory and restocking of supplies;
• Prepares shelter rooms for new intakes, including room clean-outs when needed after a discharge;
• Partners with the Senior Clinical Case Manager or team members to conduct participant room checks;
• Facilitates monthly house meetings to deliver important information to participants in the program and discuss any relevant information;
• Provides individual or group feedback, role-modeling, counseling, instruction, and/or assistance with activities of daily living, including cooking, cleaning, personal hygiene, and shopping.

Documentation and Recordkeeping

• Promptly completes all required assessments and paperwork to meet applicable deadlines;
• Documents all engagements with participants to maintain accurate case management logs;
• Collaborate with participants to develop action-oriented intervention plans per agency requirements;
• Document all participant interactions within 24 hours or the next scheduled working day. Consistent and detailed documentation is required to ensure all data points are accurately and efficiently captured;
• Perform regular audits of files to ensure all documentation is entered and recorded in HMIS promptly.

Service Provision and Crisis Intervention

• Engages with participants using trauma-informed, trauma-responsive approaches, integrating practices from the Sanctuary Model (attends mandatory Sanctuary Training with the agency);
• Implements a harm reduction philosophy with participants who have relapsed into substance abuse or continue to use substances, so that health care, support, and housing continue to be provided;
• Mediates between participants and homeless system providers using empathy, relationship-building, conflict resolution, and mediation skills to build and maintain participant trust;
• Engages in crisis intervention and de-escalation during crisis or urgent situations, working as part of a team to de-escalate crisis; and
• Remains up-to-date and provides immediate crisis intervention care to participants while supporting the team. 

Collaboration

• Develops and sustains relationships with clinical, healthcare, educational, vocational, and other locally based social support services to effectively reduce barriers and support participants;
• Identifies, creates, and maintains a network of landlords to ensure participants secure immediate housing;
• Assists with locating and securing permanent housing, including participating, championing, and contributing at CAN meetings, twice monthly; and
• Collaborates with team members through effective communication to ensure department and participant desired outcomes are achieved.

Training and Development

• Identifies, engages, and completes relevant training and additional personal and professional development activities to enhance knowledge and understanding of homelessness, counseling, and financial literacy;
• Takes proactive measures to remain up to date with CAN acronyms, policies, and procedures;
• Other duties assigned by the supervisor.

Schedule:

• The Shelter Case Manager is a full-time, non-exempt position. Work schedule is Tuesday- Saturday 10:00 am - 6:00 pm; may offer flexibility based upon program needs. Due to the nature of the role, working on a Saturday is required and non-negotiable.

EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

YWCA Hartford Region (YWCA), in recognition of its values and responsibility to its employees and the communities in which it operates, is committed to equality of opportunity. To this end, YWCA’s policy is to comply with the laws, regulations, and orders that provide for and impose obligations on employers with respect to the management of their equal employment opportunity programs. 

Accordingly, YWCA does not discriminate or permit discrimination against any other characteristic protected by federal, state, or local laws. YWCA Hartford Region, Inc. takes affirmative action to ensure that applicants with job-related qualifications are employed and that employees are treated when employed without regard to their race, color, religious creed, age, marital status, national origin, military status, veteran status, ancestry, sex, sexual orientation, gender identity or expression, intellectual disability, mental disability or physical disability, including, but not limited to blindness, unless such disability prevents performance of the work involved. 

Education:

• Bachelor’s degree preferred. Preferably in human services or related fields.

Experience:

• Two (2) years’ experience in human services or a related field required. 
• Bachelor’s degree in human services will be considered alongside related experience.
• Demonstrated ability to work with participants experiencing homelessness, poverty, mental health, and substance use issues required.
• Experience providing residential and community case management services, determining appropriate interventions, and solving practical problems.
• Candidates already part of the Coordinated Access Network are encouraged to apply.
• Skilled in individual and group-based interventions.

Knowledge and Licensure:

• Bilingual Spanish/English preferred.
• Possession of and ability to maintain a valid driver’s license, reliable vehicle, and current registration and insurance.
• Candidate with strong critical and forward-thinking skills, allowing for independent problem-solving for best practices for participants.

Skills:

• Adaptability: Adapts easily to change and competing priorities.
• Communication: Strong written and verbal communication skills.
• Composure: Responds to information and situations in a self-controlled manner.
• Customer Service: Excellent interpersonal skills including professional demeanor and positive, service-oriented attitude toward all internal and external customers.
• Emotional Intelligence: Recognizes and values the diversity and uniqueness of others. Empathetically and respectfully accepts these differences and works cooperatively and sincerely to optimize the contributions of all individuals.
• Ethics & Integrity: Ability to adhere to confidentiality guidelines. Makes decisions and conducts self in a manner consistent with the organization's mission. Treats all individuals in the work environment respectfully. Demonstrates high personal standards of acceptance and openness to others.
• Personal Accountability: Accepts responsibility for own actions and embraces experiences as learning opportunities.
• Planning: Strong organizational and time management skills.
• Problem Solving: Ability to de-escalate crises with professionalism and sound judgment.
• Service: Passion, integrity, positive attitude, mission-driven and self-directed.
• Team Building: Preference for working in a collaborative, team-oriented environment.
• Technical Skills: Proficient use of Microsoft Office and other computer applications used for tracking data and reporting outcomes.