CCEH Case Manager

The CCEH Case Manager works as part of CCEH’s Case Management Services team to assist people struggling with homelessness. The core function of this position is to identify and assist clients to secure stable housing. The position provides case management to two groups of clients, those that access our Resource Center (RC) and those that reside in our Permanent Supportive Housing (PSH); securing necessary documents, determining eligibility for services and assisting with the resolution of personal obstacles. At our PSH locations, the case manager focuses on intensive support to our housed clients, increasing integration and stability within the community.

The CCEH Case manager collaborates with staff from CCEH’s Housing First Concord program, and Emergency Winter Shelter program, identifying eligible participants, gathering necessary documentation from clients, and providing support to program participants and program staff as necessary.

Responsibilities:

• Work as an integral part of the staff team to maintain a safe and welcoming environment and provide “assistance with dignity” to all clients.
• Develop working relationship with all PSH clients and work with them to remain housed.
• Provide supervision and monitoring of clients to secure a safe and stable environment for services.
• Meet individually with Resource Center clients for welcome, orientation, assessments, data collection and problem solving. This typically takes place in the mornings.
• Meet regularly with PSH clients in their homes, develop Supportive Services Plans to establish goals, work on budgets, improve daily living skills, and integrate into community living. This typically takes place in the afternoon.
• Help clients connect with mainstream community services and benefits.
• In conjunction with the Director of Resource Center, supervise the Resource Center clients and monitor the overall dynamics; deal with conflicts and behavioral and/or medical emergencies as they arise.
• Assist Director of Programs with training and project management of interns.
• Track and enter client data daily through Salesforce and HMIS.
• Work collaboratively with CCEH’s Housing First Program and Emergency Winter Shelter program to identify eligible participants, provide supplemental information on clients if available, and provide support to clients as appropriate
• Manage the distribution of mail and donated items to clients (supplies, bus tickets, etc.)
• Assist the RC Director to oversee and train the Resource Center volunteers as needed.
• Develop and maintain positive collaborative relationships within the wider homeless services provider community, such as Community Action Program, Catholic Charities, Local Churches, City Welfare etc.
• Represent CCEH within the community at appropriate events
• Participate in staff meetings, Data meetings and Supportive Services Plan meeting.
• Other duties as assigned.

Minimum Qualifications:

• Associates Degree in related field.
• Minimum one year’s experience in case management related to people experiencing homelessness or other vulnerable populations.
• Experience in motivational interviewing and harm-reduction techniques.
• Computer proficiency in Microsoft Windows and Office products, email, internet and other relevant software. • Data management software experience is a plus.
• NH Driver’s License and reliable transportation.

Core Competencies

• Managing Mission and Goals: Demonstrates understanding and support of the mission and vision of the Concord Coalition to End Homelessness; talks and conceptualizes beyond the here and now to a larger sense of purpose; is optimistic; helps others own the CCEH mission and vision.
• Integrity and Trust: Is widely trusted; practices direct, honest, and transparent communications; maintains confidentiality; admits mistakes; responds to situations with consistency and reliability; is authentic.
• Work / Life Balance: Maintains a conscious balance between work and personal life so that one doesn’t dominate the other; is not one-dimensional; knows how to attend to both; gets what they want from both.
• Interpersonal Relationships: Relates well to all kinds of people; builds appropriate rapport; builds constructive and effective relationships; considers the impact of their actions on others; uses diplomacy and tact; helps others save face in difficult situations; is easy to approach and talk to; avoids communication triangles.
• Team Orientation: Demonstrates interest, skill and success in team environments; promotes group goals ahead of personal ones; is a resource to other members of the team; understands and supports the importance of teamwork and takes responsibility for their part in the success or challenges of the team.
• Composure: Is cool under pressure; does not become defensive or irritated when times are challenging; is considered mature; can be counted on to hold things together during challenging times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
• Conflict Management: Deals with problems quickly and directly; steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; settles disputes collaboratively and equitably; finds common ground and gets cooperation.
• Written and Oral Communication: Is able to write clearly and succinctly in a variety of communication settings and styles; expresses themselves clearly in conversation and interactions with others; summarizes or paraphrases their understanding of what others have said to verify understanding and prevent miscommunication
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to different and new ways of doing things; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Priority Setting: Spends their time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus; clearly and comfortably delegates both routine and important tasks and decisions. 

Reports to: RC Director and Director of Programs

Status: Full-time, 40 hours per week FLSA: Non-exempt, Hourly