Job Information
HRDC IX Outreach Case Manager in Bozeman, Montana
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H RDC does not discriminate against any person including customers, employees, and applicants for employment on the basis of race, religion, national origin, sex, age, physical or mental disability, gender identity, reprisal, and where applicable, marital status, familial or parental status, sexual orientation, political ideas and beliefs, level of English skills, if all or part of an individual’s income is derived from any public assistance program, or protected genetic information in employment or in any program or activity conducted or funded by HRDC, in the performance of contracts and the delivery of services or funding. Not all prohibited bases will apply to all programs and/or employment activities.
Job Opening Date: April 16, 2024
Anticipated Start Date: ASAP
Job Closing Date: Until Filled
Job Status: This is a regular status, full time position (36 worked hours/week + 4 paid non-worked hours/week in alignment with HRDC's Reduced Workweek Policy), occasional evenings and weekends
Wage: $20.00/hour
General Summary of Purpose of this Position:
The Outreach Case Manager conducts Street Outreach to identify and support customers experiencing homelessness living with Severe Mental Illness (SMI) and/or co-occurring disorders, and connect them to Housing Navigation, the Warming Center and other programs that they may be eligible for through Service Navigation. This position will operate within the Emergency Shelter Services and Supportive Housing Department program area (Drop-in Center, Warming Center) and also takes place in the field conducting Street Outreach, with occasional evening/weekend hours in tandem with the Street Outreach team. This is a full-time (40 hours/week) position with varying schedules depending on the needs of the program.
Specific Duties and Responsibilities:
The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other areas.
They are listed starting with the most important. The percentage at the end of each statement is an estimate of the percentage of time spent on each duty. This listing does not include minor duties which constitute less than 5% of the position’s time, unless such duties are significantly important or critical to the success of the position. Each of the duties listed below is considered an essential function of this job. (Essential functions are those functions that the employee must be able to perform unaided or with the assistance of a reasonable accommodation. Regular and predictable work schedule and attendance are considered essential functions).
Primary Job Duties and Responsibilities
Street Outreach and Case Management:
Provides street outreach and case management to customers experiencing homelessness and living with a severe disabling mental illness and/or co-occurring disorder
Incorporates service navigation by generating creative ideas and identifying realistic options for safe housing with customer-directed goal setting
Operates independently while working with customers and staff to assess and identify a customers needs and barriers to obtaining or maintaining adequate, safe, and affordable housing
Assess customer needs to determine appropriate housing program placement and referrals; inform customers of available services; coordinate and support customer access to services and benefits.
Provide support, intervention, and consultation to assist customers in the development of a Housing Services Plan, decision making and planning, customer participation in resource identification and mobilization
Provide tenant counseling, education, and landlord/tenant education
Assess for needs and assist customers in linking with other service agencies; build relationships with community-based organizations and government agencies to promote collaboration, and identify resources for customers.
Respects strict code of confidentiality regarding customers and fellow staff members at all times
Responds appropriately to needs and crisis situations, such as mediating basic interpersonal problems between customers and summoning emergency personnel if necessary
Provides advocacy, information, and referral services to customers
Provide crisis intervention and risk assessment for customers.
Utilize de-escalation skills to support customers experiencing a crisis.
Interacts effectively with persons of diverse economic statuses, ethnic backgrounds, religious views, cultural backgrounds and sexual orientations while treating each individual with respect & dignity.
File & Data Maintenance:
Maintain customer files, case notes and appropriate documentation systems
Enter program data efficiently and accurately into required databases
Complete required forms and data entry within time frame specified by individual program requirements
Prepare correspondence, interagency forms, State and Federal forms and maintain appropriate records of such
Update waiting lists, customer files, available assistance, payment determinations and other documentation as needed.
Create and work on customer files and data entry in order to meet program compliance.
Responsible for maintaining accurate customer records and daily logs both manually and using web-based and/or computer programs. Reviews past logs to remain knowledgeable and up to date on customers
Maintaining compliance with program requirements
Plans and organizes work effectively and ensures its completion.
Ability to uphold professional standards as a representative of the organization and manage case records within the agency and contract affiliate’s record system following legal, procedural, and confidentiality requirements
Warming/Drop-in Center Operations:
Assist as needed with administrative and operational tasks related to the Drop-in Center’s day-to-day operations such as: intake, food service, laundry, assisting with center opening and closing procedures, monitoring customers within the milieu for safety, and maintaining the facility in a clean, sanitary and safe condition.
Responsible for knowing and following Warming/Drop-in Center policies and procedures and enforcing such policies uniformly and consistently.
Provide necessary efforts to ensure wellness, safety, and equity for customers of all cultures and ethnicities.
Assure the safety and well-being of customers by maintaining a nurturing and supportive environment by providing a strengths-based and harm reduction model to engagement and service delivery
Conduct all functions in accordance with the program and agency guidelines, policies, procedures and ethical standards including behavior expectations for customers, staff, and volunteers.
Teamwork:
Works as a team with other colleagues and volunteers on shift and is able to work independently without direct supervision
Attends staff meetings and training
Represents the organization professionally at all times
Supervises volunteers and Warming/Day Center staff to provide quality support and accountability
Maintain consistent, positive communication with partner agencies as means of assessing the quality of the program, aiming to improve wherever possible
Demonstrates team behavior and promotes a team-oriented environment
Maintains positive relations with volunteers, co-workers, staff from other agencies, agency funders, and the general public
Attend staff meetings, agency wide meetings, trainings, and other meetings as assigned
Reviews daily staff notes to remain knowledgeable and up to date on customers
Knowledge Skills and Abilities:
Ability to effectively work and communicate with a wide range of individuals from all socio-economic groups
Ability to effectively perform duties with a thorough knowledge of agency goals, objectives, projects and services
Ability to read, interpret and implement documents such as governmental regulations, rules, and procedure manuals
Ability to work with minimal supervision and effectively manage workflow
Ability to present self and organization in a positive and professional manner
Ability to respond effectively to the most sensitive inquiries or complaints from customers or claimants
Exhibit self-motivation, high energy level, effective organizational skills, and ability to make appropriate programmatic decisions
Effectively disseminate information about the programs
Demonstrate knowledge of community resources and partners
Ability to effectively establish and maintain positive working relationships with program participants and other team members
Ability to demonstrate a strong commitment in helping people succeed in innovative educational and training programs, re-orient their lives to produce positive behavior and self-sufficiency, enable them to make a difference in their community
Language Skills:
Ability to read, interpret, and write routine reports and correspondence
Ability to analyze and interpret complex and sensitive information; persuasive speaking abilities
Ability to interpret program manuals and guidelines
Fluency in Spanish preferred
Mathematical/ Money Handling Skills:
Add, subtract, multiply, and divide simple numbers, compute rate, ratio, and percentages
Personal budgeting skills
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Ability to define problems, collect data, establish facts, and draw valid conclusions
Computer Skills:
Words per Minute Computer Keyboard Required : Demonstrate Proficiency
10-Key Strokes per Minute Data Entry Required: Demonstrate Proficiency
Specialized Office Equipment:
Operate a Multi-line Phone to place, receive or transfer calls or to retrieve voicemail messages.
Other (Specify): Copier, scanner, postage machine.
Computer Software and Operating Systems:
Utilize computer Spreadsheets to input, format and edit data and save, print or transmit data
Utilize computer Word Processing to input, format and edit documents and save, print or transmit documents
Utilize computer Internet/E-Mail to access, send, retrieve, save, print or transmit documents, or data files
Operate Personal Computer with Windows operating system to start programs, input, format and edit data files and print or transmit data
Utilize proprietary, custom or online programs or data bases to input, format, and edit data and save, print, or transmit data. Specify Software: Homeless Management Information System (HMIS), CaseWorthy, and Google Drive
HRDC, Professional or Governmental Policies and Regulations:
State or Federal Regulations or Laws (List by Name): HUD, DPHHS
Agency Policies or Procedures (List by Name): Warming/Day Center Policies and Procedures
Specialized Professional or Industry Guidelines/Standards: N/A
Other: N/A
Drivers Licenses Required for Performing this Position:
Montana Class D Driver License
Reliable vehicle and appropriate insurance are required
Professional Licenses or Certifications Required by Law, Rule or Regulation for Performing this Position:
None
Licenses or Certifications That Would Be Useful but Are Not Required:
CPR and First Aid
Trauma Informed Care
Mental Health First Aid
Crisis Prevention & Intervention Training
NARCAN Training
Other Required Knowledge, Skills or Abilities:
Ability to quickly and genuinely build rapport with customers experiencing homelessness.
Essential Physical, Mental and Emotional Requirements of this position:
The following physical, mental and emotional abilities are considered essential to perform the duties listed above:
Hearing and vision adequate for interaction with customers, staff, volunteers, and the general public
Ability to walk, bend, stand, sit, reach, stoop, pull, sit, and squat
The employee must regularly lift up to 50 pounds.
Reasoning ability to make decisions that reflect consistency with HRDC and the Warming/Day Center’s philosophy, policies, and procedures
The incumbent must be able to perform multiple tasks simultaneously, must be able to work under time and/or deadline pressures.
Education and Experience:
The following course(s) of study or class work usually provides the required knowledge skills and abilities to perform the duties of this position:
Graduation from high school or GED is required
The following kinds of experience usually provide the required knowledge skills and abilities to perform the duties of this position:
One to two years’ experience working with at-risk populations, the population of focus or human service activities is preferred.
Supervision
Supervision Received:
This position operates under direct supervision from the Program Coordinator
The incumbent’s work is primarily assigned by daily workflow and operations.
The incumbent is authorized to make decisions as to the timing and sequence of work and the work is performed according to established policies and procedures and/or within applicable laws, rules and regulations governing the tasks being performed.
The Outreach Case Manager supervises:
none
This position has the following supervisory responsibilities:
none
Decisions
Impact of Decisions and Errors Made by Position:
Decisions, final recommendations and/or errors primarily affect Warming/Drop-in Center customers
Judgment Required to Make Decisions:
Requires considerable judgment to work out programs and approaches to major problems and, in general, perform duties wherein recognized general principles may be inadequate to determine the best procedures to follow or the optimum decision in all cases.
Exception Authority:
This position works in tandem with the Program Coordinator to evaluate and adjust exceptions to Program Policy or Procedure
Financial Responsibility
This position is accountable for the following company money, funds, budgets:
This position is responsible for following program budgets.
Responsible for processing payable claims with proper coding according to eligibility requirements
This position is authorized to sign the following documents and forms:
None
Personal Contacts
The incumbent is responsible for the following personal contacts (either in oral or written form) when performing the Duties and Responsibilities of the Position:
Daily interaction with the public or consumers
Interacts with representatives of other service providers on a weekly or more frequent basis
Interacts with funding agencies to provide information or exchange facts annually
Confidentiality:
Responsible for maintaining a strict code of confidentiality regarding customers and fellow staff members at all times.
This position may be exposed to personal, private, and highly confidential information in daily work practices
Working Conditions
The incumbent is exposed to the following unusual, potentially hazardous or unpleasant working conditions:
Works in a temperature-controlled office environment.
Weekly or more frequent operation of a motor vehicle under all weather conditions.
Weekly or more frequent exposure to angry or violent participants or volunteers.
Monthly or less frequent exposure to risk of injuries that may result in a permanent disability or death (possibility of having a car accident).
Occasional travel is required for training.
Department
Housing
Employment Type
Full-Time - 40 hrs Probation
Compensation
$20.00/hour