Case Manager - Supportive Services for Veteran Families

Job Description

Job
Objective
:

Provide

case management and supportive services to Veteran households for the SSVF Program, including delivery of
Rapid Resolution,
Rapid Rehousing and Homeless Prevention to eligible Veterans
.

Essential Functions:

Assist with Staff Training

Assist
Regional Manager
and Lead Case Manager in on-boarding
new staff
members by providing "job shadowing" as new personnel learn SSVF outreach, engagement, and case management skills
.

Assist
with annual staff training by providing specific training
related to cas
e management interventions and case m
anager skill development
.

Outreach
,
Engagement
, and Community Networking

Exhibit advanced engagement and rapport building with Veteran households
.

Provide
in depth
referrals, warm transfer
preferred,
to callers, referral sources, and potential participants
.

Identify
and develop pool of locations frequented by homeless Veterans and conduct homeless Veteran outreach as assigned
.

Conduct landlord outreach and engagement to development pool of safe and affordable rental properties
.

Secure community
-
based meeting spaces for Veteran appointments when needed
.

Participate in annual outreach events (
i.e.,
CHALENG survey, Stand Down, Point-in-Time count, Vet2
Vet, Project Connect
, etc.
)
.

Develop
/
Maintain
community relations
hips/partnerships.

Maintain an active role in VA and community meetings as assigned.

Maintain existing and foster new collaborative working relationships with community agencies, Veteran serving organizations, homeless providers, and Salvation Army units.

Provide program information to community resources and educate resources on services available

Carry out the CoC community plans for CES, prioritization, master list, and rapid resolution/diversion.

Screening Potential Applicants

Screen Veteran households per eligibility requirements within 24-
48 hours
of request
.

Submit screening for approval and
prioritization
or denial
.

Provide and document
appropriate referrals
for those screened but not eligible
.

Intake & Assessment

Conduct intake/assessment and
required
enrollment documentation: Veteran status, household income, referral needs, housing barriers,
mental/
health needs, and safety concerns
.

Provide participant orientation on program requirements and participant rights
.

Strengths-Based & Housing First Case Management

P
rovide
case management interventions to Veteran household
s
in

need, and/or
with
barriers such as Veterans with
mental illness,
substance
disorders, serious medical conditions,
domestic v
iolence
,
and/or registered sex offenders, including cases being coordinated
between multiple providers,
and/or
local C
oordinated
E
ntry
S
ystem (CES)
efforts
.

Provide strengths-based case management and supportive services to
eligible
Veterans households for the SSVF Program, including delivery of
Rapid Resolution,
Rapid Rehousing and Homeless Prevention
services
.
Conduct office and in-home visits with Veterans per the housing stability plan
.

Document progress, linkages and referrals to permanent housing, mainstream, Veteran-serving, and community-based resources, including income
supports
.

Housing Stability Case Planning

In collaboration with Veteran household, develop housing stability plan addressing crisis needs, housing barriers,
obtaining
and
maintaining
permanent housing, participation goals, action steps, case manager interventions, and referrals
.

Update progress, goals, actions, and interventions as needed
.

Housing Counseling

Assist Veteran cases in identifying housing options and in creating a budget for safe, affordable housing taking into account Veteran preferences/income/barriers.

Advocacy & Mediation

Provide advocacy for court appointments, landlord-tenant negotiation, conflict resolution, payment of rent or utility arrears, and in obtaining needed resources.

Temporary Financial Assistance

Assess
need
for financial assistance in accordance with the SSVF Program Guide, in order to obtain/maintain permanent housing per the housing stability plan
.

Service Coordination

Coordinate case management for cases with the Veterans Affairs (VA), Continuum of Care (CoC), mainstream, community-based, and legal resources, SSVF Veteran Navigator, and other entities to meet the household's needs.

Discharge Planning

Collaborate with Veteran caseload on self-sufficiency discharge planning to
maintain
permanent housing, economic stability, emotional
stability
and self-determination
.

Documentation

Maintain real time,
accurate
, and comprehens
ive case file documentation
in an inspection
ready condition
at all times
; d
ocumentation
includes:

prioritization list management
with internal/external updates,
ongoing assessment, progress, accomplishments, challenges, barriers, housing stability, eligibility re
-
certification, discharge planning, and follow up

Submit case records for supervisor review
/
close
-
out
as
per policy.

Re
-
certification

Submit for supervisory approval all re-certification requests
as per policy
.

Confidentiality

Maintain client confidentiality.

Homeless Management Information System (HMIS) Data Collection

Attend and
participate
in HMIS training and
comply with
HMIS user agreements
.

Obtain releases of information from Veterans to enter data into HMIS. Ensure
timely
and
accurate
HMIS entry of data and services
.

Continuous Quality Improvement (CQI)

Track/report unmet needs of Veterans.

Assist Veterans in signing up for
on
-line satisfaction survey
.

Participate in special CQI projects as called upon
.

Key Performance Indicators
/Competencies
:

Communication
:
Above average professional

v
erbal and written communication
skills in Standard English. Communication is clear and concisely articulates information to others.
Ability to communicate effectively with
client
population

with high acuity and complex needs.

Works Efficiently
: Understands and performs job roles, functions, tasks, and responsibilities. Work is focused on program goals and
accomplishes
assignments.

Service Orientation
/Customer Service
:
Ability to build trust using listening skills, conflict resolution, and mediation, and going
above and beyond
to be helpful and pleasant.
Provides
appropriate
and quality service delivery to program participants.

Team
w
ork
:
Ability to form collaborative alliances and to make contributions in a team
-
oriented work environment.
Builds good working relationships with others and is cooperative and respectful. Effective service delivery and active participant in service delivery team. Supportive and effective working relationships with peers.

Flexibility/Adaptability
: Accepts change in a positive manner, effectively adapts to changing needs of
program
.

Adaptable in culturally diverse environments, respect for cultural differences, and comfort level working with "military" and "Veteran" cultures
.

Financial Impact
:
Values, guards and uses efficiently, the assets, and resources of The Salvation Army including grant funded assets and resources.

Initiative
:
Self-starter and
responds
appropriately and quickly.

Self-Development
: Seeks new opportunities to learn and grow in the performance of job duties
.

Receptive to feedback, willing to learn and embrace continuous improvement.

Technology Proficiency/Change
: Learns and adapts to new procedures, policies, and technologies.

Innovation/Creativity
:
Generates ideas and offers solutions.

Attendance/Timeliness
:
Good attendance, punctuality,
prioritizes
tasks,
manages
tasks and deadlines simultaneously,
and
responds
promptly
to requests
.

Case Management Practice
:

Above average skills

and competencies

in assessment, planning, and interventions including
program participants
with high
acuity,
needs, barriers, and disabling conditions. Compliance with ethical and
confidentiality
standards.

Minimum Qualifications:

Education
:

BA/BS
required
;
bachelor's
degree in social work
preferred
(or related field)
.

Experience
:
2
-5 years
of
relevant
e
xperience

preferred
.
Experience with
m
otivational
i
nterviewing,
s
olution
f
ocused
i
nterventions
, and
m
ediation
serving high need populations such as those with mental illness, disabilities, serious medical conditions, domestic violence, substance abuse, PTSD/trauma, and/or registered sex offenders.

Requires experience using technology
.

Skills/Abilities
:

C
ase management skills and
expertise
in outreach, engagement, rapport building, conflict mediation, problem solving,
and
documentation
.

P
roficiency
in Motivational Interviewing, Crisis Intervention, an
d/or Trauma-Informed approaches
.

Ability to
operate
telephone
/mobile phone
and electronic communication devices
.

Ability to
operate
other office equipment including personal
computer
,
copier
, fax
machine
, and scanning equipment
.

Supervisor
y
Respons
i
b
i
lity
:

None

Caseworker Certification Program

Annual Tr
aining as Required per Policy

Physical Requirements
:
Include
s
it
ting
, walk
ing
, stand
ing
, bend
ing
, squat
ting
, climb
ing
, kneel
ing
, and twist
ing
on an intermittent or occasional basis
;

g
rasp
ing
, push
ing
, pull
ing, lifting
objects
up to 25 lbs.
;
reach
ing
overhead
.

Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

Travel:

Ability to travel
up to
75
% of the
time
. Most travel is
accomplished
in one day with periodic overnights out of town due to distance or training requirements.

Driving:

Must
possess
a valid driver's license from the state in which you
reside
. Must be approved through The Salvation Army Fleet Safety Program to drive either a Salvation Army or personal vehicle on Salvation Army business.

Working Conditions:

A significant amount
of
the work
is performed in the field with some work performed in a

typical office envi