Bilingual Shelter Case Manager

BILINGUAL SHELTER CASE MANAGER JOB DESCRIPTION

FLSA STATUS: Exempt / Full-time

SUMMARY: The Shelter Case Manager provides trauma-informed, survivor-centered advocacy and case management services to survivors of domestic violence residing in the emergency shelter. The Shelter Case Manager is committed to promoting a strengths-based, culturally responsive approach, the Shelter Case Manager fosters an environment of safety, dignity, empowerment, and respect while honoring each survivor's autonomy, resilience, and lived experience.The Shelter Case Manager works collaboratively with internal staff and community partners to promote equitable access to services and support survivors on their path toward healing, stability, and self-

determination.

DIRECT REPORT: Senior Manager of Support Services

LOCATION: Garland Shelter *Ability to travel to office locations and provide client accompaniment.

SCHEDULE: Monday – Friday – Generally 9-5 business hours with the ability to set a schedule to meet clients' needs. Some weekends if needed

Hope's Door New Beginning Center (HDNBC) is a non-profit agency providing a continuum of care for individuals who are victims of domestic abuse. HDNBC provides safety, healing, advocacy, and prevention. Find out more here: www.hdnbc.org

Major Responsibilities

Advocacy and Case Management

• Provide survivor-centered, trauma-informed advocacy and case management services grounded in compassion, empathy, respect, and empowerment.

• Promote and contribute to a workplace culture that values diversity, equity, inclusion, cultural responsiveness, and respect for all individuals.

• Maintain an active caseload of approximately 10–20 survivors, dedicating a minimum of 20 hours per week to direct client services.

• Conduct comprehensive intakes, needs assessments, and ongoing evaluations to identify survivor strengths, priorities, barriers, and service needs.

• Collaborate with survivors to develop individualized service plans that reflect their self- identified goals, choices, and unique circumstances.

• Assist survivors in identifying, setting, and achieving short- and long-term goals related to safety, stability, housing, financial empowerment, legal needs, and overall well-being.

• Maintain regular contact with shelter residents to provide ongoing support, advocacy, case management, and follow-up services.

• Provide information, education, and referrals that support informed decision-making, self-determination, and access to community resources.

• Assist survivors with applications, forms, documentation, and processes necessary to access services, benefits, housing, legal assistance, and other resources.

• Assess eligibility for agency programs and services. When individuals do not meet program eligibility requirements, provide information, referrals, and connections to alternative community resources whenever possible.

Safety Planning and Crisis Intervention

• Conduct individualized safety planning with survivors and support the ongoing review and adaptation of safety plans as circumstances change.

• Receive and assess crisis calls, urgent service requests, and walk-in inquiries to determine immediate safety concerns and appropriate interventions.

• Provide trauma-informed crisis intervention, emotional support, and advocacy to survivors experiencing immediate safety concerns or other crises.

• Demonstrate flexibility in supporting crisis advocacy functions during periods of increased demand, staff absences, or operational necessity.

Advocacy and Systems Navigation

• Provide information regarding survivors' legal rights, options, and available resources to support informed choices and access to services.

• Advocate alongside and on behalf of survivors to reduce barriers and increase access to community resources, services, and systems.

• Provide accompaniment and advocacy, upon survivor request, during interactions with law enforcement, court proceedings, medical appointments, housing appointments, and other service providers.

• Support survivors in navigating complex systems while respecting their autonomy and right to make their own decisions.

Group Facilitation and Survivor Empowerment

• Facilitate support groups, educational workshops, and other programming that promote healing, resilience, self-advocacy, empowerment, and community connection.

• Utilize strengths-based approaches that recognize and build upon survivor resilience, capabilities, and lived experience.

• Encourage survivor autonomy, self-efficacy, and leadership throughout the service process.

Collaboration and Community Partnerships

• Coordinate services with internal staff and external community partners to ensure comprehensive, survivor-centered support.

• Build and maintain collaborative relationships with housing providers, legal services organizations, healthcare providers, social service agencies, and other community partners.

• Develop, maintain, and regularly update resource information to support effective referrals and service coordination.

• Participate in multidisciplinary case staffing, team meetings, supervision, and collaborative planning efforts.

• Monitor and respond to service inquiries received through agency communication channels and coordinate appointments, referrals, and follow-up services as appropriate.

Documentation and Program Compliance

• Maintain accurate, timely, objective, and confidential client records, including assessments, service plans, case notes, referrals, and service outcomes in accordance with agency policies, funding requirements, and best practices.

• Document all client interactions and services provided within required timelines and agency databases.

• Protect client confidentiality and maintain professional and ethical boundaries at all times.

• Compile and maintain client data and program information as required for reporting and evaluation purposes

Professional Development

• Participate in ongoing training, supervision, and professional development related to domestic violence, trauma-informed care, survivor advocacy, cultural responsiveness, equity, and best practices in victim services.

• Apply current best practices to ensure services remain survivor-centered, trauma-informed, culturally responsive, and accessible.

Other

• Maintain current licensure, certifications, and professional affiliations, as applicable.

• Participate in professional development opportunities, workshops, and conferences related to family violence advocacy.

• Adhere to state laws, ethical standards, and agency policies and procedures.

• Participate in agency events and outreach activities.

• Perform other duties as assigned to support program operations, agency initiatives, and the provision of high-quality services to survivors.

Education & Experience

• Bachelor's degree in social work or a related field required; master's degree preferred. Relevant experience may be considered in lieu of a degree.

• Experience in crisis intervention, case management, counseling, advocacy, legal systems, and service coordination preferred, particularly in the field of family violence.

• Proficiency with technology, including Microsoft 365, cloud-based storage systems, and file management software strongly preferred.

• Ability to communicate effectively, both orally and in writing, in English and Spanish required.

Licenses & Certifications

• Valid Texas Driver's License

Knowledge, Skills, & Abilities

• At least one year of experience working with victims of trauma or family violence.

• At least one year of experience providing case management services.

• Knowledge of the Power and Control Wheel and the dynamics of family violence.

• Experience building and maintaining effective relationships with diverse populations.

• Knowledge of individual and group facilitation techniques for education, support, and skills-based sessions.

• Strong knowledge of community resources.

• Experience in trauma-related service fields, including family violence, child abuse, or sexual violence.

• Ability to represent the agency in a professional and positive manner.Update June 18, 2026

• Ability to lead and facilitate psychoeducation and support groups.

• Ability to develop and implement individualized service plans.

• Ability to work collaboratively as part of a team and independently with minimal supervision.

• Strong time management skills, with the ability to maintain consistent attendance and meet deadlines.

• Commitment to confidentiality, safety protocols, and agency policies to ensure client well-being.

Working Conditions: Working locations: Plano and Garland (Shelter and Outreach offices). Currently services are being provided in person and via telehealth. This position is primarily on-site in shelter locations.

Physical Requirements: Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (up to 25 lbs.). Ability to accompany clients to advocacy appointments as needed.