SUMMARY OF PRIMARY FUNCTION

The Shelter Case Manager provides personalized one-on-one information and referral services to shelter guests and maintains necessary program documentation for all guests. Shelter Case Managers complete enrollments with new guests and proactively engage with new and returning guests to support them in finding permanent housing.

Essential Responsibilities/Duties

1. Creates a welcoming environment for new and returning guests, including greeting guests as they enter, orienting new guests to the shelter, and answering questions.
2. Works effectively as a member of the shelter team, including maintaining open lines of communication, consulting about guest needs or situations, cooperating to complete tasks, and engaging in shared decision-making, as appropriate.
3. Treats guests with respect and professionalism by practicing active listening, preserving guest confidentiality, avoiding power struggles, and maintaining patience in difficult situations.
4. Collaborates with the Shelter Manager and Assistant Shelter Manager to identify guests who may need additional support and to strategize about specific guest situations.
5. Completes enrollments with new guests and updates records for returning guests in the Homeless Management Information System (HMIS) with support from Shelter Assistants, as appropriate.
6. Meets with guests to identify goals; provides referrals to and information about programs and resources; works with guests towards obtaining permanent housing.
7. Completes monthly HMIS exits of guests who have not stayed in the shelter in the past 60 days; attempts to follow up with exiting guests to gather information about exit status.
8. In collaboration with other shelter staff, facilitates guests checking into shelter nightly; creates scan cards for guests and assists guests in using these to check in, if applicable.
9. Organizes work, sets priorities, and manages time effectively to meet the needs of numerous shelter guests, maintains documentation expectations, and supports shelter operations.
10. Works with Coordinated Entry staff to connect guests with the community Coordinated Entry system.
11. Consistently collects other data necessary to meet funding and reporting requirements; maintains organized records of client data in HMIS, on the Porchlight server, and/or with paper documents.
12. Communicates shelter rules and policies; sets limits with guests as appropriate, in keeping with a low-barrier shelter model.
13. Identifies and intervenes productively in emergency situations, including medical emergencies, mental health crises, and interpersonal conflicts.
14. Works individually and as a member of the shelter team to engage in effective de-escalation.
15. Engages in proactive and creative problem solving to maintain a safe environment and keep people inside (able to continue accessing shelter).
16. Engages in ongoing training, coaching, and education related to de-escalation, substance use, mental health symptoms, and other professional skills (provided by Porchlight). Completes certifications as required.
17. Maintains thorough and timely documentation of incidents, guest situations, and services provided, in keeping with program guidelines.
18. Attends and participates productively in regular team meetings and individual supervision.
19. Maintains appropriate professional boundaries with guests, including refraining from engaging in social relationships or exchanging money/goods with guests. Reports preexisting relationships that may cause a conflict of interest to the Shelter Manager and your supervisor.
20. Sweeps, mops, wipes surfaces, takes out trash, and performs other cleaning tasks as required to maintain a safe and sanitary environment. Uses personal protective equipment (PPE) and follows appropriate protocols when cleaning bodily fluids.
21. Performs other duties as assigned by the Assistant Director of Emergency Services or Director of Emergency Services.

Teamwork & Collaboration

1. Works in collaboration with program and all other agency staff to facilitate a team environment.
2. Demonstrates and models effective communication skills in building relationships with all guests and employees.
3. Creates good working relationships with other service providers.
4. Participates in the development and implementation of Porchlight's strategic plan.

Porchlight Values & Culture

1. Treats all guests, employees, and visitors with caring, kindness, respect, and dignity.
2. Strives to reduce barriers to housing, shelter, and services.
3. Helps to create an environment that values diversity and promotes racial equity.
4. Adheres to all Porchlight policies, procedures, code of conduct, and attendance rules.
5. Maintains strict confidentiality of all information.
6. Adheres to Porchlight policies in the use of computer technology and tele-communication devices.
7. Conducts oneself in accordance with appropriate and expected professional boundaries and policies.

Qualifications

1. Genuine desire to work with people experiencing homelessness, including those with mental health and/or substance use issues (experience preferred).
2. Ability and willingness to work effectively and professionally with guests displaying a wide range of challenging, unpleasant, and/or unusual behavior.
3. Proficiency with computers, including the use of databases to track information with a high level of accuracy and attention to detail.
4. Knowledge of local resources for people seeking housing, employment, substance abuse treatment, mental health support, public benefits and/or similar services, preferred.

It is the policy of Porchlight to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.