Case Manager II – Housing Coordination

Mission of Austin Street Center: Founded in 1983, Austin Street Center provides emergency shelter and meets the basic needs of the most vulnerable people experiencing homelessness in Dallas.

Core Values: Kindness, Trustworthiness, Empowerment, Determination

 

Position Purpose

Assist higher-acuity persons and specialized populations temporarily residing at Austin Street Center to end their homelessness as quickly and permanently as possible.

 

In this and any position at Austin Street Center it is impossible to predict the many requests and assignments that can and will be made on an employee.  Flexibility and a cooperative spirit are crucial characteristics of the person who holds this important position and for the successful operation of Austin Street Center services.

 

Departmental Expectations

• Attend regular one-on-one supervision with their direct supervisor.
• Participate actively in team, department, and all-staff meetings as scheduled.
• Assist in training new team members on the expectations and best practices their daily work activities.
• Assist other teams and departments (Operations, Advancement, etc.) as appropriate by request.
• Participate in the operation of inclement weather shelter operations and activities as appropriate by request.
• Provide coverage as requested on at least one agency holiday per year to ensure consistent 24/7 operation of critical services.
• Operate with a trauma-informed, housing first, harm reduction mindset to assist people they serve through the stages of change and achieve recovery from homelessness.
• Operate with a motivational interviewing perspective toward the client, rather than a directive or demanding posture.

 

Team Member Expectations

Crisis Intervention

• Assist assigned clients to navigate critical incidents and crises to minimize harm to themselves and others.
• Assist team members to engage clients with a trauma-informed and solution-focused perspective to minimize harm to the client.
• Connect clients to life-saving care and services, when necessary and appropriate.
• Utilize training provided to deliver CPR or life-saving care when necessary and appropriate.

 

Housing Coordination

• Perform program intake to determine eligibility and suitability for services available.
• Deliver housing-focused case management services to specialized and higher-acuity populations.
• Complete assessments as necessary to determine the appropriate services profile.

 

Housing Coordination, continued

• Participate in community meetings and meetings with partners and stakeholders to coordinate care for higher-acuity clientele.
• Follow the established Housing Coordination process to guide clients to be housed as quickly and permanently as possible.
• Assist clients to attend external appointments as needed.
• Participate in case review meetings with clients exhibiting high barriers to progress.

 

Aftercare Follow-Up

• After a client exits the shelter to any destination, attempt to contact the client to determine their exit location and update documentation accordingly.
• Assist street outreach or other teams to connect client to appropriate shelter or housing services as necessary.

 

Documentation of Services

• Maintain accurate case management engagement data in caseload documentation.
• Document services provided in our electronic recordkeeping system within one business day.
• Contribute to reports on specialized grants specific to the position and program and complete specialized documentation according to training provided.
• Complete documentation with rigorous and thorough attention to quality.

 

Group Training and Education

• Deliver client-facing group training and education to assist clients both in and out of the shelter to gain the skills necessary to maintain a home.
• Develop expertise and experience in group training and deliver increased quality and quantity of group training and education as compared to Case Manager I position.
• Relay information learned from trainings in team meetings to facilitate group learning.
• Participate in scheduled trainings and pursue additional training as time allows.
• Prepare client information to deliver to team for case conferencing and coordination.

 

Key Performance Indicators

Team-Level Performance Indicators

• Achieve annual goal of positive housing exits
• Maintain housing retention after 6 months, 12 months, and 24 months post-shelter according to goals

 

Individual-Level Performance Indicators

• Complete and document case management sessions weekly according to expectations
• Engage all clients on caseload according to expectations
• Maintain average length of stay on caseloads below expectations
• Complete and document housing exits according to goals
• Maintain expected level of quality in all case note and services documentation
• Meet goals specific to the grants or programs which fund the program or position filled by this team member

 

Fundamental Skills, Knowledge, and Abilities Required

• Bachelor’s degree or equivalent experience in human services required
• Previous experience in crisis intervention, case management, advocacy, and coordination of services in the area of homeless services highly desired
• Bachelor’s or Master’s degree in social work, sociology, or psychology preferred
• Ability to communicate effectively, both orally and in written communication
• Demonstrates experience with and sensitivity to varying cultural, ethnic, and social backgrounds, values, and attitudes
• Intermediate to advanced familiarity with digital communication, including cloud-based software, e-mail, and Microsoft Office applications
• Must be able to lift 25 pounds on a regular basis
• Able to work outside in adverse weather conditions when needed
• Able to work in a noisy environment with a large group of people