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Case Manager (Suportive Services for Veteran Families)

ORGANIZATION: SHELTER, Inc. is an independent, community-based non-profit organization created in 1986 to lead the effort to eliminate homelessness. We currently operate in Contra Costa, Solano and Sacramento counties.

MISSION: To prevent and end homelessness among low-income, homeless, and disadvantaged families and individuals by providing housing services, support and resources that lead to self-sufficiency.

PURPOSE of ROLE: This position assists and aids program participants with effectively setting, managing and attaining their goals to become self-sufficient and financially independent whether through employment or assistance with social services. The Case Manager may perform home visits, work a flexible schedule, and must be willing to accommodate participants who are available only during the evening or on weekends.



·         Screen prospective program participants for eligibility. Provide complete information regarding program services, expectations, rights and responsibilities.

·         Obtain and review necessary case acceptance authorizations/consents including income verification and other documentation to determine eligibility for program and services; review with supervisor.

·         Complete assessments including HMIS Intake, VI-SPDAT, and Housing Retention Assessment and use information to evaluate participant strengths, needs, and risk indicators.


·         Conduct interviews, access resources to gather information for factual base on which to formulate a plan.

·         Critically analyze information gathered during assessment phase and apply in the formulation of a plan.

·         Demonstrate knowledge and understanding of participant health and social presenting risks and apply appropriate risk stratification.

·         Convey knowledge of health and/or social service delivery model to participants.

·         Establish participant goals based on appropriate resource utilization, participant consensus, and level of care and services required.

·         Document accurately in established record system.

·         Communicate participant care plan with support staff.

·         Provide timely completion of all case planning and implementation activities.

·         Apply effective follow-up dates to care plan interventions.

·         Perform routine comprehensive, independent reassessment of participant status and progress toward achievement of plan goals.  Make adjustments in writing as appropriate.

·         Utilize existing community resources in providing care/services to meet goals.

·         Follow agency procedures to link with other SHELTER, Inc. services and staff supports.

·         Pro-actively promote appropriate adjustments in the care plan to enhance outcomes when situation is static or regressive

·         Maintain accurate, up-to-date documentation in the established case management record system.

·         Communicate changes in eligibility for services and financial assistance during program participation verbally and in writing.

·         Act in accordance with laws and procedures governing confidentiality, release of information, consent, domestic violence reporting, mandated reporting, etc.

·         Plan for, review with participant, and conduct appropriate closure of cases against specified criteria when resulting from program completion or voluntary exit.

·         In case of involuntary discharge/termination, or other adverse action, work with program manager to ensure all procedures are followed.

·         Provide post-placement and/or post-exit support as indicated by program or participant needs.

·         Maintain post-placement contact with participants to document housing status at 1, 2, 3, 6, 9, and 12 months after participation.

·         Participate in internal and external case conference/case coordination meetings.

·         Keep current on best practices in the social services and housing placement fields.

·         Connect and maintain liaison to internal and external service resources.

·         Carry a caseload of 20-50 (as determined by service type) households in need of housing assistance, maintaining regular contact with program participants, other service partners, etc.

·         Share information with program participants related to personal/family budgeting and financial management, including support with filing tax returns, filing for Earned Income Tax Credit, banking and credit repair.

·         Help program participants connect to public and private service resources available to assist them in attaining their stabilization, and follow-up on referrals to encourage participants’ forward momentum/progress.

·         Ensure participant(s’) minor children are enrolled in school and other services.

·         Regularly report to supervisor on challenging issues that arise in participants’ progress, presenting recommendations for service transfers, discontinuances or extensions.

·         Participate in the process of preparing progress reports for internal and external customers as directed.

·         Complete/attend trainings as required and to enhance skills.


·         Follow established procedure for opening service file.

·         Keep all relevant service data up-to-date in HMIS system and maintain case files in accordance with applicable guidelines, completing data entry immediately or no later than within 24 hours of service interaction.

·         Comply with data integrity and security policies.

·         Meet data quality standards by reviewing discrepancies in data received, verifying accuracy, requesting clarification and advising supervisor of issues related to data.

·         Other duties as assigned.


·         Knowledge of social service resource systems and self-help intervention strategies.

·         Independently counsel populations of mental health, substance abuse, homeless individuals

·         Knowledge and skills in handling substance abuse and mental health issues.  

·         Knowledge of public benefits and financial resources available in the community.

·         Ability to successfully develop relationships utilizing motivational interviewing techniques.

·         Crisis intervention and conflict resolution skills including use of motivational interviewing, harm reduction approach, and trauma-informed care.

·         Knowledge of family budgeting and money management.

·         Thoroughness and accuracy with data collection, entry and quality control in a web based database. 

·         Patience/tolerance and tact/diplomacy.

·         Knowledge of family budgeting and money management.

·         Clear/firm-yet-flexible boundaries, consistent energy level and positive demeanor.

·         Thoroughness and accuracy with data collection, entry and quality control in a web based database. 

·         Professionalism: high level of integrity and strong ethical values show capacity to maintain highest standards of confidentiality with all records, including organizational and individual information.

·         Strong oral/written communication and listening skills.

·         Self-motivated and accountable for work time and other agency resources.

·         Quality control: demonstrates accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.

·         Well organized: able to effectively manage multiple assignments to meet project deadlines.


·         Bachelors degree in social services or related area, certification from a four year program in related area, and/or a combination of education and experience that demonstrates a capacity to help people coming from crisis situations and traumatizing circumstances to develop self-sustainability.

·         Experience working with low income and/or homeless populations.

·         Proficient computer skills, including Microsoft Office Suite (Outlook, Word and Excel)

·         Proficient typing skills.

·         Ability and willingness to work flexible hours to accommodate participants available during the evening or on weekends.

·         Experience working in diverse settings with people across all socio-economic spectrums and a wide variety of personalities and roles - staff, residents, local agencies, contractors, lenders, etc.

·         Access to reliable personal transportation required, including a DMV record that permits driver to be insured under SHELTER, Inc.’s automobile coverage.

·         Must successfully pass a criminal background check.


·         Master’s Degree with emphasis in social services, psychology or related fields

·         Experience working with people in low-income subsidized housing arrangements and/or supportive housing programs.

·         Bi-Lingual English Spanish


The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is often required to sit and use their hands and fingers to handle or feel objects. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

There are no unusual environmental conditions. Typically, the noise level in the work environment is quiet.

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