Diversion Case Manager III

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

Core Values: Kindness, Trustworthiness, Empowerment, Determination

Position Purpose

Austin Street Center’s Diversion program operates at the front door of the homeless response system, meeting people in crisis before they ever enter shelter. Through strengths-based, client-driven housing problem-solving conversations, the program works to immediately identify safe housing alternatives — whether that means a negotiated return to prior housing, reconnection with family or natural supports, short-term accommodations, or placement in an apartment or shared housing. The goal is to resolve the housing crisis that day, ensuring homelessness is as brief as possible and that every person receives the right level of help at the right moment.

The Case Manager III is a lead case manager within the Diversion team, bringing advanced skill and experience to both direct client work and team development. In addition to carrying a full caseload, this role takes on expanded responsibilities including training new team members during onboarding, delivering refresher training as needed, assisting in facilitating team meetings and case conferencing, and providing one-on-one guidance and supervision to junior staff when necessary. The Case Manager III is expected to model best practices, elevate the quality of the team’s work, and serve as a resource and steady presence for colleagues navigating complex client situations.

Core responsibilities include, but are not limited to:

• Prescreen clients at the shelter door before intake to assess their situation and determine whether diversion is a safe and viable option
• Conduct in-depth, strengths-based housing problem-solving conversations to understand the root cause of the housing crisis and identify immediate solutions
• Explore and coordinate alternatives including negotiated returns to prior housing, family reunification, shared housing placements, and short-term accommodations
• Connect clients to rental assistance, financial resources, and flexible funding to support rapid housing exits
• Conduct housing searches and assist clients in identifying and securing safe, stable housing options in the community
• Engage natural supports, landlords, and community partners to help resolve housing crises quickly and creatively
• Document all client interactions, housing plans, and outcomes accurately and in a timely manner
• Provide warm handoffs to shelter or other services when diversion is not possible, ensuring no client is left without a next step

We are looking for a sharp, steady, solution-focused professional who can hold space for someone in crisis while simultaneously working a plan. Someone who is kind, observant, and unflappable — a person who can support clients with clarity, empathy, and strong judgment. If you’re committed to making a tangible difference in the lives of our most vulnerable neighbors, this role is for you.

Required Skills

• Bachelor’s degree in Human Services or a related field, or equivalent combination of education and relevant experience in homelessness services, crisis intervention, or case management
• Strong interpersonal and communication skills, with the ability to quickly build rapport, actively listen, and engage individuals in crisis or high-stress situations
• Advanced problem-solving and critical thinking skills, with the ability to assess client needs, identify safe alternatives to shelter, and develop creative, client-centered diversion strategies
• Experience with conflict resolution, mediation, and de-escalation techniques to support individuals and families in resolving immediate housing crises
• Demonstrated cultural humility and ability to work effectively with individuals from diverse cultural, ethnic, and socioeconomic backgrounds
• Ability to work in a fast-paced, high-volume environment while managing multiple priorities and making timely, sound decisions
• Proficiency in digital tools and case management systems, including HMIS or similar databases, as well as Microsoft Office and cloud-based platforms
• Strong organizational and documentation skills, with attention to detail and ability to maintain accurate and timely records
• Knowledge of community resources, housing options, and social service systems, with the ability to connect clients to appropriate supports
• Physical ability to lift up to 25 pounds, as needed
• Flexibility to work outdoors in varying weather conditions and in busy, sometimes noisy environment