Case Manager

To be considered, please submit a cover letter that specifically addresses how your experience relates to this position.

Organization Overview

Established in 1993, Operation Dignity is a nonprofit organization providing housing and supportive services for homeless veterans, veteran families, and homeless populations in Alameda County. Operation Dignity operates emergency, transitional, and permanent supportive housing programs in Alameda, Berkeley, and Oakland. Operation Dignity supports veterans to address the wounds of war that continue long after their return to civilian life.

Operation Dignity Case Managers provide comprehensive case management services for residents in our supportive housing programs. Case Managers use a strength-based approach, valuing clients’ skills, resilience, and capacities to take charge of their lives. Case Managers support each resident to achieve their goals, including stable housing, substance abuse recovery, mental health improvements, self-sufficiency, and community engagement.

Position Summary

This position will be based at a permanent supportive housing community in Alameda and will carry a caseload of Veteran senior residents and their families. The Case Manager will work directly with clients to reach personal goals or meet specific challenges as outlined in an Individualized Services Plan (ISP) and will offer group workshops and activities to develop skills and help strengthen support networks as they build inclusive communities and stabilize in housing.

In partnership with the property management and service coordination teams of Eden Housing (Eden), as well as a HUD-VASH Social Worker from the Department of Veterans Affairs, the Case Manager will work with up to 28 Veteran households in addition to 2 additional units for formerly homeless individuals. Duties will include: planning and organizing community events; case managing a caseload of formerly homeless veterans, providing support with individual resident needs such as referrals, benefits application assistance; connection to transit resources, building resident engagement and leadership opportunities, and addressing resident needs.

Key Duties and Responsibilities:

1. Case Management

• Engage clients/families to develop a self-sufficiency case plan, identifying action steps needed to achieve their goals. Monitor client progress towards their self-sufficiency and housing stability.
• Develop a trusting relationship with and create a safe foundation for clients to envision positive change, seek support and achieve their goals. Maintain respectful, caring, ethical, and empowering relationships with all clients.
• Provide consistent and trauma-informed case management counseling with veteran residents. Facilitate resident meetings and offer life skills training/education programs. Case managers work with clients as needed to provide housing stability assistance to maintain housing.
• Coordinate with community-based partners to ensure residents receive comprehensive services, including mental health, legal assistance, entitlement benefits, health care, substance abuse treatment, job training, and serving as an advocate or liaison to other organizations on behalf of clients as needed.
• Intervene in crisis situations to help deescalate clients, promote positive solutions and reestablish stability. Inform supervisors and service providers of crisis matters promptly.
• Provide early intervention, intensive support, and mediation to foster a successful stay and ensure community stability.
• Advocate on behalf of clients to promote compliance with property guidelines.
• Work with Property Management staff towards common goals of resident engagement, housing stability, and property and neighborhood safety.
• Work with Property Management on resident referrals, rental assistant needs, lease violations, and host joint community meetings.

1. Staff Development and Organizational Culture

• Participate in regular supervision sessions to enhance skills and safeguard personal health and wellness.
• Participate in strategic planning and team-building sessions, as requested.

1. Work with Staff, Residents, and Community Organizations

• Develop a comprehensive understanding of clients (conduct needs assessments, community meetings, etc.) to guide them towards appropriate services and resources, and offer them the opportunity to assist their community. Work collaboratively with clients to develop a plan for developing and strengthening life and leadership skills.
• Develop and maintain a comprehensive list of resources (employment, education, social service agencies, etc.) available in the community for clients’ benefit.
• Develop effective working partnerships with religious, educational, and community groups and institutions to leverage resources to provide clients access to services.
• Participate in and/or lead activities with partner agencies that build professional capacity and enhance working relationships.
• Recruit, manage and utilize volunteers to meet the program and service needs of clients.
• Work collaboratively with others in a team environment, respecting and valuing the perspectives and contributions of others.
• Motivate individuals and groups to actively participate and take leadership in efforts to improve the community and increase self-determination.
• Accurately identify/assess resident assets and needs to connect them effectively to resources and help them set personal goals.
• Effectively organize and facilitate meetings and community gatherings.

1. Communications and Record-Keeping

• Maintain thorough, accurate, and up-to-date files, including progress notes, case plans, audits, and other pertinent documentation regarding services for each client. Input case notes and supportive services provided for each client in the Homeless Management Information System (HMIS).
• Enter services fully and promptly into Eden’s Salesforce system.
• Evaluate and report outcomes of programs and services regularly as required.
• Maintain professional relationships/boundaries with clients and co-workers, while maintaining a strict level of confidentiality. Discuss clients in a private setting only to support their goals.
• Provide support to Property Management in the orientation of new residents and recertification of existing residents.
• Engage in effective and respectful communications with clients and community partners.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree in Social Work or related field or equivalent experience.
• Must have at least two years of relevant experience providing direct services to veterans and/or individuals who have been homeless, disabled, or economically marginalized.
• Cultural competency, with the ability to maintain effective professional relationships with a culturally and racially diverse group of staff and clients.
• Strong verbal, written, and communication skills.
• Strong ability to record client progress and fulfill documentation requirements.
• Ability to bring compassion, patience, tenacity, and dedication to the veteran community.
• Ability to motivate and build resident involvement and participation.
• Self-starter and self-motivated, able to take initiative on behalf of clients.
• Team player, able to contribute to positive and harmonious relationships with other staff.
• Ability to work with people with mental health, disabilities, substance abuse, and sensitive personal issues.
• Maintain professional boundaries while building trusting relationships with residents and staff
• Demonstrate exceptional customer service skills to all residents, staff, and partner agencies.
• Ability to maintain confidentiality and manage personal boundaries in a social service environment.
• Familiarity with the East Bay network of nonprofit service providers, especially those offered to veteran seniors.
• Proficiency with Word, Excel, Outlook, and Internet-based research and communication.
• Willingness to undertake a flexible work schedule as needed, attending occasional night/weekend activities.
• Compliance with State and County Public Health Officer Orders requiring COVID-19 vaccination and booster.

PHYSICAL DEMANDS:

• Ability and willingness to assist with event setup, such as moving tables and lifting boxes. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Ability to sit in a chair for long periods.
• Ability to walk up and down stairs to outreach to residents.

Operation Dignity is an Equal Opportunity Employer