Hotline Wellness Case Manager

About Sunrise: Since 2015, Sunrise Homeless Navigation Center is the largest provider of homeless services in Travis County! We offer pathways to housing for people experiencing homelessness through low-barrier access to wraparound services by providing innovative, trauma-informed, and person-centered programming that engages our communities and leads system-wide transformation. Through the Sunrise Hub day center, Sunrise Hotline call center, Sunrise Mobile outreach and shelter services, and Sunrise Housing program we serve almost 20,000 people experiencing homelessness each year.

Job Title: Hotline Wellness Case Manager

Position Status: PT Hourly

Location: Remote

Compensation: $25

Reports To: Wellness Program Manager

FLSA Classification: Non-Exempt

Position Summary: The Wellness Case Manager serves as the remote hotline coordinator and client advocate, providing medium-touch case management focused on assessing client needs and facilitating connections with partner agencies for wellness comprehensive care. This role emphasizes collaboration and continuity of care, rather than intensive case management or maintaining a caseload, allowing clients to access the services and resources they need to achieve their wellness goals.

The Hotline Wellness Case Manager supports clients through benefits application, coordinated assessments, and treatment goal development while acting as a liaison between Sunrise teams, external partners and healthcare systems to ensure effective service delivery for high-acuity and regular clients alike.

This position is funded through a 9-month grant until 09/30/2025, with the intention of securing alternative funding sources to sustain the role beyond the initial term.

Position Qualifications:

• Current or previous HMIS licensure preferred.
• Bilingual (Spanish) is strongly preferred.
• BSW or MSW preferred. Applicants with the ability to supervise Social Work interns will be given preference.
• Experience successfully navigating information systems and tech platforms required.

Position Responsibilities

Client Assessment and Care Coordination

• Conduct Coordinated Assessments with identified wellness clients and oversee Wellness Entry/Exit processes.
• Assist clients in creating personalized treatment goals and connect them with partner agencies, such as the CUC, IC, MAP, and other providers, to achieve those goals.
• Serve as the primary point of contact for Sunrise teams to coordinate care and services for clients, ensuring seamless collaboration across programs.
• Track high-acuity client appointments in Therapy Notes and maintain clear documentation to monitor their progress and engagement with services.
• Provide support during hotline operational hours (8 AM–8 PM), with potential shifts from 8 AM–2 PM or 2 PM–8 PM.
• Handle hotline calls from community members seeking housing interventions, resources, crisis intervention, wellness connection and referrals.
• Complete coordinated assessments and refer clients for Wayfinder prevention,diversions/rapid exits in person at the Hub.
• Facilitate connections to Sunrise programs and wellness case managers.
• Actively listen to the client’s stated needs and make appropriate resource referrals.
• Consistently and accurately enter information into the HMIS database.
• Assist with the collection and maintenance of data for statistical and programming purposes.
• Navigate and utilize digital information on a daily basis.

Medication Management

• Coordinate medication pickup & delivery or connection to Hub Wellness CM to facilitate the ordering, secure storage, and distribution of medications, ensuring compliance with safety protocols and client access to essential prescriptions.

Continuity of Care

• Act as a liaison between Hotline and Sunrise resources and partner organizations to provide continuity of care for clients, ensuring their wellness needs are met comprehensively.
• Facilitate communication between clients, service providers and healthcare systemsto minimize barriers and enhance service delivery.
• Build sustainable, long-term referral processes for wellness to be integrated into all Hotline client interactions.

Program Support and Data Management

• Maintain accurate and timely documentation in HMIS, RingCentral, and other systems to track client data and program outcomes.
• Monitor hotline wellness program metrics and contribute to reporting processes, ensuring compliance with organizational and funding requirements.

Client Education and Empowerment

• Provide guidance and education to clients about available wellness services, encouraging self-sufficiency and informed decision-making.
• Support clients in achieving their treatment goals by connecting them to resources such as medical care, mental health services, and substance use programs.

Position Considerations:

• The majority of hotline calls will come from individuals experiencing homelessness or facing crisis situations.
• This is a remote position. Applicants must reside in the Austin area and have access to a private high-speed internet connection with at least 300 Mbps.
• While this role is primarily remote, occasional in-person assessments or training at our Hub location may be required on a short-term basis.
• Job duties may vary during the initial months as licensure is acquired, due to licensing restrictions.
• Sunrise is rapidly growing, and this position has the potential to evolve or expand based on organizational needs and the applicant’s interest.
• Flexibility and collaboration are key, as this role involves working as part of a dynamic team within Sunrise’s structure.
• As this is a new and developing program, there are opportunities to take on special projects and contribute to quality improvement efforts, though this is optional.

Sunrise Homeless Navigation Center is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of color, race, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunity.

Job Type: Part-time

Pay: $25.00 per hour

Expected hours: 30 per week

Benefits:

• Paid time off

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Application Question(s):

• Can you describe your experience with trauma-informed and harm-reduction approaches in supporting individuals facing homelessness, mental illness, substance use, or medical challenges?

Experience:

• homeless services: 1 year (Preferred)
• medical case management: 1 year (Preferred)

Work Location: Hybrid remote in Austin, TX 78745

Salary : $25