Care Management Support Assistant

Position Summary: Assist with the daily operation of the shelter which includes assisting teammates as well as clients. Responsible for encouraging neighbors/clients to follow the housing plan, ensure clients are compliant with the community expectations, address any issues and serve as liaison between the care manager and the neighbor/clients.

Hours: Part time, Shifts: 7AM – 3PM, 3PM-11PM, 11PM – 7AM

Anticipated Rate of Pay:  per hour

MININMUM QUALIFICATIONS:

• High school diploma or equivalent
• Associate degree or (1-2) years of customer service experience
• Proficiency using Microsoft Office Suite (MS Word, Excel, Outlook)

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide ongoing support and encouragement to clients throughout the housing process.
• Answer clients’ questions or concerns and assist care managers in guiding them toward appropriate services and resources within the shelter and broader community.
• Maintain accurate records of client interactions, document lack of positive behavioral issues.
• Write reports, incident reports, emails and other written communication as needed.
• Communicate with case managers regarding the clients’ needs, observed behaviors, progress and issues that arise.
• Encourage participation in workshops, community events, and raise awareness about housing options.
• Assist with general shelter operations, which may include helping with meals, distributing hygiene supplies, or helping maintain a safe and supportive environment for clients/neighbors.

• Data entry into HMIS and/or required data management systems
• Provide exceptional customer service by promoting positive interactions, ensure clients have access to up-to-date information and resources to make informed decisions about housing needs.
• Satisfactory completion of agency’s mandatory training by the established deadline.

SKILLS AND COMPETENCIES REQUIRED:

• Critical thinking skills, detail oriented, ability solve or resolve discrepancies 
• Strong and positive verbal and written communication skills, excellent interpersonal communication and active listening skills and the ability to deal with individuals in a crisis.
• Maintain a high level of professionalism, personal boundaries, and the ability to work independently.
• Competent working on computers, including proficiency in MS Office Suite (Word, Excel).
• Strong organizational abilities, time management, and communication skills.
• Ability to respectfully work with marginalized or underserved client populations with empathy and non-judgmental attitude, e.g., experiencing homelessness.
• Basic crisis intervention and de-escalation skills.

You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this position description.

Management has the right to revise this position description at any time.

Supervised by:

HOPE General Manager