Job Title: Intake Case Manager
Program Area or Department: Homeless and Prevention Services, OMAP
Accountability: This position reports directly to the OMAP Program Coordinator
Job Summary/Function: The Intake Case Manager is responsible for performing intake functions for potential program participants within the Operation Military Assistance Program.
Duties and Responsibilities:
• Responsible for all homeless diversion and rapid resolution interventions in the service area. Must exhibit advanced skills in outreach, engagement, and rapport building; conflict mediation, problem-solving, data management, and the ability to coordinate and collaborate at a community level.
• Maintain regular contact with established referral sources, including local veteran’s organizations and agencies serving the homeless, to identify potential program participants and complete screenings for entry into the SSVF program.
• Process referrals of potential clients (by telephone, email, or as walk-ins) and conduct initial screening of applicants for SSVF eligibility.
• Work with OMAP Peer Mentors, Case Managers and the Housing Specialists to access local, hard-to-reach homeless camps to identify and bring veterans into the program.
• Make initial person-to-person contact with clients referred for services within 72 hours.
• Conducts an initial screening of each eligible client’s needs to determine diversion intervention.
• Determine and document each applicant’s eligibility for the Homeless and Prevention Services Department within 2 working days of the initial person-to-person contact with the potential client.
• Enter all client-specific data into the Homeless Management Information System in compliance with requirements for accuracy, consistency, and timeliness (e.g., upon client entry into the Homeless and Prevention Services Department.
• For applicants who are presumptively eligible for SSVF services based on initial screening, complete intake forms needed to determine and document program eligibility.
• Contact Screen Not Enrolled applicants to explain reason for non-acceptance and offer referrals to other agencies which may be able to address their needs.
• Work with HUD-VASH program staff and the OMAP Program Coordinator to evaluate eligibility and gather all necessary TFA documents required for financial assistance.
• Submit in a timely manner data required for JFCS and SSVF reports regarding the intake function and the disposition of program applicants who were screened but not accepted as SSVF clients.
• Comply with JFCS policies and procedures regarding confidentiality and the release of Protected Health Information (PHI) as required by the Health Insurance Portability and Accountability Act of 1996 (HIPAA)
• Provide assistance with special projects, such as annual Veteran Stand Downs, etc.
• Provide other assistance to the OMAP Program Coordinator, as required.
• A Bachelor’s degree from an accredited school of higher education, preferably in a human services-related program.
• At least two years of experience working directly with low-income individuals/families, preferably with persons who are homeless and/or who are veterans.
• Within 60 days of hire, all employees with be required to complete SSI/SSDI Outreach, Access, and Recovery (SOAR) Training.
• The ability to work independently and to take directions.
• The ability to establish positive relationships with program applicants and their families.
• The ability to establish and maintain relationships with local collaborative partners outside the agency which build community capacity.
• The ability to express and communicate ideas and knowledge clearly with reasonable organization and conciseness.
• The ability to organize one’s time and effort to meet assigned situations and work demands.
• The ability to recognize, understand and control one’s biases.
Physical and Other Requirements of Position
This position requires the ability to perform a broad range of activities. The position requires full range of motion, including manual and digital dexterity and hand-and-eye coordination. The position requires vision, speech and hearing capacity that is corrected to normal range, or special accommodations made which are sufficient for the completion of assigned tasks.
The position requires work while seated at a desk, including the use of a computer. The position requires the ability to lift 30 pounds. The position requires occasional work under stressful conditions and during irregular hours.
The position requires the ability to drive and regular access to a reliable vehicle.
Training Expectations and Opportunities
Within the first three months of hire, all new employees will receive orientation to:
• The organization’s mission, philosophy, goals, and services.
• The organization’s role within the community.
• The organization’s personnel manual.
• The lines of accountability and authority within the organization.
• The cultural and socioeconomic characteristics of the population their program serves.
• Applicable COA standards
All staff who regularly have direct contact with clients will receive training on legal issues, including:
• Mandatory reporting and the identification of clinical indicators of suspected abuse and neglect.
• Reportable criminal behavior, including criminal, acquaintance, and statutory rape.
• Issues and responsibilities related to the “duty-to-warn”.
• The organization’s policies and procedures on confidentiality and disclosure of service recipient information, and the penalties for violations of these policies and procedures.
• The legal rights of service recipients.
All staff who handle client case records will receive training on proper documentation techniques and the maintenance and security of case records.
All staff who regularly have direct contact with clients will receive training on the following topics, as needed, to be determined by the employee and their supervisor:
• Establishing rapport and responsive behaviors with service recipients.
• Identifying the needs of individuals and families in crisis, including special service needs of victims of violence, abuse, and/or neglect, and the needs of their family members.
• Identifying the basic health and medical needs of the service population.
• Procedures for working with foreign language speakers and persons with communication impairments.
• Public assistance and government subsidies.
• How to advocate on behalf of clients and their families and how to empower service recipients and their families to advocate on their own behalf.
Understanding differences within the organization’s service populations, including:
• Interventions that address cultural and socioeconomic factors in service delivery;
• the role which cultural identity plays in motivating human behavior;
• bias and discrimination; and
• the need for normalizing experiences and social inclusion.