Emergency Assistance and Pathway of Hope Case Manager

About the role

The role involves coordinating social services activities for the corps, providing direct assistance and/or referral to clients in need based on established criteria, assessing families with minor children for eligibility in the Pathway of Hope (POH) program, delivering POH services using a strength-based case management model, and managing various aspects of the program.

Essential Functions

• Interview clients to determine need
  Determine if client qualifies for EA or POH services based on current policies and regulations governing eligibility
  Develop client assistance plan
  Provide referrals to appropriate agencies/services when further assistance is needed
  Maintain confidentiality of records and information

• Aid in special events and seasonal programs, as requested
  Create and update client file and input data into the HMIS database
  Maintain all necessary statistics and data
  Complete required reports
  Track and report unmet needs of participants and their families

• Be knowledgeable of community social services and interpret social services regulation in a clear, accurate and helpful manner to clients
  Serve as the liaison between clients and other organizations/agencies
  Communicate appropriately with staff, clients, other agencies and the public using the telephone or face-to-face contact, in one-on-one and in group settings
  Work cooperatively and jointly with staff, clients and agencies to provide quality and seamless customer service

• Conduct regular outreach to social services sites and other locations in the community to identify eligibility requirements
  Engage and build rapport with target population
  Conduct screening interviews with potential applicants in accordance with POH eligibility requirements
  Present potential participant to POH team to include the corps officer, corps support staff, and Divisional POH program manager
  Provide appropriate referrals for individuals not eligible for POH services

• Perform intake that includes required documentation for admission, referral needs, explanation of program and expectations
  Conduct a written assessment on all participants within 72 hours of contact including screening for serious personal safety and mental health issues
  Develop a case plan with the participant based on the primary goals of housing stability, increased income/financial resources and skills, and self-determination within one week of intake which includes short-term and long-term goals with objectives.
  Update case plan as needed
  Schedule regular meeting times with participants to develop and review goals and objectives
  Conduct home visits as determined by the case plan
  Provide information and referral services as needed
  Assist participants in connecting to and accessing appropriate community resources
  Provide advocacy services as needed, i.e., court involvement, landlord/tenant conflict resolution, etc.
  Provide financial assistance in accordance with program policies and procedures
  Cookordinate case management efforts with all staff and contracted services to meet individual and family needs
  Develop a discharge plan with participants addressing permanent housing stability, economic stability, emotional stability and self determination
  Assist participant to develop a crisis plan; be available during off hours to respond to an emergency
  Conduct life skills and budgeting classes
  Maintain case files for each participant that includes the assessment, case plan, documentation of progress, challenges, outcomes/accomplishments, discharge plan and summary, and documentation of all follow up contact
  Maintain comprehensive and detailed case notes on all participants
  Complete required documentation of all educational groups
  Prepare case records for proper storage after participant discharge
  Ensure client confidentiality in accordance with established procedures and regulations

• Manage information and maintain comprehensive demographic data as required on all participants
  Submit monthly summary of service statistics to the Pathway of Hope program manager
  Maintain accurate records of financial assistance provided to participants in their file and in The Salvation Army Information Management System (SIMS)
  Complete other reports as requested

• Attend agency and community meetings as requested
  Attend supervisory meetings
  Attend corps team meetings
  Maintain working relationships with community agencies to provide comprehensive services for participants and to stay abreast of current trends and resources available
  Provide guidance and support to community volunteers working with the program
  Represent the agency’s purpose, philosophy, and function to the community
  Promote the spiritual dimension of Salvation Army social services programs, emphasizing the importance of Christian influence and evangelism in all Salvation Army ministries, including delivery of social services in contemporary settings

• Ensure quality of local data and reporting of information that will support national and territorial POH program outcomes
  Ensure client relevance and consistency of POH by collaboration with the POH program manager with ongoing development of policies and procedures, goals and objectives, and outcome based measures related to POH

• Assist the POH program manager in the completion of quarterly random record reviews and annual review of compliance with standards in order to assure program evaluation/certification requirements
  Attend training sessions that support the initial implementation phase and ongoing training requirements for POH
  Attend in-service training and outside conferences/workshops as requested and approved by the Corps Officers or POH program manager
  Participate in POH workshops and other training events at the territorial, divisional or local level, as requested and/or assigned

Minimum Qualifications

• Education: Degree in human service area; prefer bachelor’s degree from an accredited college or university. Extensive experience in strength-based case management may substitute for bachelor’s degree.

• Experience: Minimum of two years of case management experience in a comparable social service program that offers multi-faceted case management interventions designed to address the needs of families utilizing a strength-based approach.

• Skills/Abilities: Experience and/or strong interest in community outreach, organization and community capacity development; Must have an interest and ability to work with people and clients of diverse racial, ethnic, and socio-economic backgrounds in a sensitive and culturally appropriate manner; Ability to collaborate on complex social issues within families and communities; Ability to be creative, original, intuitive, and perceptive; Ability to think logically and critically; Ability to envision a project from beginning to end; Ability to solve complex problems, make appropriate judgments and decisions; Demonstrated capacity to teach adults; Familiarity with Salvation Army policies and procedures; Excellent oral and written communication skills; Clear criminal record; Ability to meet and maintain The Salvation Army driver qualification eligibility