Case Manager

Job Summary

The Case Manager provides person-centered, trauma-informed support to shelter residents with the goal of increasing stability, housing access, and connection to essential services. This role includes completing biopsychosocial assessments, developing service plans, coordinating care, and maintaining documentation that supports Medicaid billing requirements, in addition to shelter and funding compliance.

Key Responsibilities

Resident Engagement, Assessment & Service Planning 

• Conduct regular check-ins with assigned residents to assess needs and progress. 

• Complete intake and ongoing assessments, including biopsychosocial assessments, housing history, and functional needs. 

• Identify barriers related to mental health, substance use, medical needs, and daily functioning as they relate to service planning. 

• Collaborate with residents to develop and update individualized action plans using SMART goals. 

• Ensure service plans and case management activities are tied to identified needs and documented medical necessity when applicable. 

• Support residents in accessing housing resources, benefits (SNAP, SSI, Medicaid), employment services, healthcare, legal aid, and other community supports. 

• Provide language-accessible services for Spanish-speaking residents. 

Case Documentation, Medicaid & Compliance 

• Maintain accurate, timely, and Medicaid-compliant documentation in HMIS and other required systems 

• Enter progress notes that clearly reflect: 

• Resident needs as identified in assessments. 
• Case management interventions provided. 
• Link between services, goals, and outcomes. 

• Ensure documentation meets Medicaid case management standards, audit requirements, and shelter policies. 

• Participate in case file reviews, audits, and Medicaid readiness activities with supervision. 

Crisis Response & Advocacy 

• Respond to resident crises using trauma-informed and de-escalation approaches. 

• Coordinate with supervisors, crisis teams, or emergency services when needed. 

• Advocate for residents experiencing barriers related to housing, benefits, healthcare access, or legal systems.

Collaboration & Care Coordination 

• Participate in shift handoffs to ensure continuity of care and accurate documentation. 

• Coordinate services with internal teams and external providers, including behavioral health, medical, housing, and benefits partners. 

• Communicate effectively with supervisors regarding Medicaid-related documentation questions or service eligibility. 

Training & Professional Development 

• Complete required HMIS, Medicaid, and documentation trainings. 

• Demonstrate understanding of medical necessity, service linkage, and documentation expectations for Medicaid billing. 

• Apply trauma-informed care, harm reduction, and Housing First principles in daily work. 

• Participate in supervision, team meetings, and ongoing learning. 

Other Duties

• Must comply with agency requirements of strict client confidentiality, professional ethics and agency policies and procedures.
• Must participate in the following but not limited to monthly staff meetings; training (travel often required); fundraising events; community fairs; client events, outreach efforts and other events as directed by leadership. 

• All other duties as assigned. 

Qualifications

Education & Experience  

• Bachelor's Degree in Social Services, or a related field preferred.

• Minimum of 3 years of experience as a Case Manager or previous knowledge and experience in providing services to at-risk individuals or members of the homeless or migrant community.

• Strong documentation skills, collaboration across shifts, and adaptability to resident needs. 
• Excellent organizational and communication skills, both oral and written.  
• Participation as a team player and sensitive to issues of diversity.  
• Computer knowledge of MS Office products, and email systems. 
• Ability to work independently, prioritize tasks and meet deadlines.  

• Ability to work in a fast-paced shelter setting.
• Strong organizational, analytical, and problem-solving skills

• English proficiency required. Bilingual (Spanish or French Creole) preferred.

General Physical Requirements

• Exerting up to 15 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Standing and walking for extended periods of time while working on-site.
• Able to maintain regular, punctual attendance consistent with KLEO policy and procedures, the Americans with Disabilities Act (ADA), and other federal, state and local standards.
• Able to perform the essential job functions consistent with the ADA, and other federal, state and local standards.

Available Shifts

• 1st Shift (Non-Bilingual)
• 2nd Shift (Bilingual)