Case Manager I - Supportive Services for Veteran Families (SSVF)

The Salvation Army Mission:

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Job Objective: Provide strengths-based case management and supportive services to Veterans households for the SSVF Program, including delivery of Rapid Resolution, Rapid Rehousing and Homeless Prevention to eligible Veterans throughout the Kansas and Western Missouri Division.

Essential Functions:

Outreach and Engagement

• Engage with and build rapport with Veteran households
• Provide information and referrals to callers, referral sources, and potential participants
• Identify locations frequented by homeless Veterans and conduct homeless Veteran outreach as assigned; time conducting outreach will increase when goals are not met or case load size is low
• Conduct landlord outreach to identify new safe and affordable rental properties
• Research and secure community-based meeting spaces for Veteran appointments when needed
• Participate in the annual outreach events (CHALENG survey, Stand Down, Point-in-Time count, Vet2Vet, Project Homeless Connect)

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, health/mental health needs, and safety concerns
• Provide participant orientation on program requirements and participant rights

Strengths-Based & Housing First Case Management

• Conduct Case Management: 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 to create a budget and to identity safe and affordable housing taking into account Veteran preferences and income
• Assist Veterans in identifying housing options

Advocacy & Mediation

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

Service Coordination

• Coordinate case management with VA, CoC, mainstream, community-based, legal resources, SSVF Veteran Navigator, and other entities to meet the household's needs

Discharge Planning

• Collaborate with Veterans on self-sufficiency discharge planning to maintain permanent housing, economic stability, emotional stability and self- determination

Provision of 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

Documentation

• Case Files: Maintain real time, accurate, and comprehensive case file documentation and in an inspection ready condition at all times; documentation includes prioritization list management and updates both internal and external, ongoing assessment, progress, accomplishments, challenges, barriers, housing stability, eligibility recertification, discharge planning, and follow up
• Submit case records for supervisory review and close out within 2 business days of exit
• Submit over exited records to the administrative office within 15 days of exit

Recertification

• Submit for supervisory approval all recertification requests at least three days prior to recertification due dates

Confidentiality

• Ensure client confidentiality is maintained in accordance with established procedures and regulations

Community Networking

• Attend designated community meetings under direct supervision
• Develop and maintain collaborative working relationships with community agencies, Veteran serving organizations, homeless providers, and Salvation Army units
• Provide program information to community resources
• Follow procedures for CoC community plans and coordinated entry systems (CES), prioritization, master list, and diversion processes
• Represent the agency mission and SSVF's program purpose, philosophy, and caring principles

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)

• Participate in case reviews and progress updates in team meetings under direct supervision
• Seek consultation from the Service Coordinator
• Submit monthly caseload summaries to include pending screenings, intakes, exits, and re-certifications for supervisory approval
• Track/report unmet needs of Veterans. Assist Veterans in signing up for on-line satisfaction survey
• Attend in-service and outside trainings as requested.

Key Performance Indicators/Competencies:

• Communication: Verbal and written communication is clear and professional and listens effectively to others
• Works Efficiently: Understands and performs job roles, functions, tasks, and responsibilities. Work is focused on program goals and accomplishes assignments
• Service Orientation/Customer Service: Provides appropriate and quality service delivery to program participants
• Teamwork: Builds good working relationships with others and is cooperative and respectful
• Flexibility/Adaptability: Accepts change in a positive manner, effectively adapts to changing needs of program. Adaptable in culturally diverse environments, respects cultural differences, and is comfortable working with "military" and "Veteran" cultures.
• Financial Impact: Values, guards and uses efficiently, the assets, and resources of The Salvation Army
• Initiative: Self-starter and responds appropriately and quickly
• Self-Development: Seeks new opportunities to learn and grow in job duties and is receptive to feedback and continuous quality 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, and responds promptly
• Case Management Skills: Compliance with ethical and confidentiality standards; demonstrates basic level of case management practice skills and developing rapport with clientele

Minimum Qualifications:

Education: BA/BSW required; relevant experience, as determined by The Salvation Army, may be considered in lieu of education.

Experience: BA/BSW level: Entry level with preference for at least one-year work or internship experience in case management or similar provision of social services; requires experience using computers and other technologies

Certifications/Licenses: None required

Skills/Abilities:

• Ability to form collaborative alliances and contributions in a team oriented work environment
• Professional written and verbal communication skills in Standard English. Communication and concise articulation of information to others
• Ability to adapt in culturally diverse environments, respect for cultural differences, and comfort level working with "military" and "veteran" culture
• Ability to build trust using listening skills, conflict resolution, and mediation, and going above and beyond to be helpful and pleasant
• Skills in assessment, planning, and interventions including those with high needs, barriers, and disabling conditions
• Ability to comply with ethical and confidentiality standards
• Receptive to feedback, willing to learn and embrace continuous improvement
• Ability to manage tasks and deadlines simultaneously

Supervisory Responsibility: None

Physical Requirements: Include sitting, walking, standing, bending, squatting, climbing, kneeling, and twisting on an intermittent or occasional basis; grasping, pushing, pulling, lifting objects up to 25 lbs.; reaching overhead. Reasonable accommodation may be made to enable individuals to perform the essential functions of this job.

Travel: Ability to travel 75% of the travel. 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: Most of the work is performed in the field with some work performed in a typical office environment. Full-time position; may require some weekend and evening work. Must pass a background check and meet requirements of agency's drug free workplace policy.

Other Requirements: The SSVF program provides services to vulnerable adult households. Applicants with felony convictions for child abuse, endangerment, or crimes against persons, cannot be considered.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.