Rover Case Manager I (HEN)

Overview

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Full-time (40 hours/week) position starting at $27.27 - $30.34/hr. (D.O.E) with COMPETITIVE BENEFITS INCLUDE:

• Medical, Dental, Vision, Life Insurance and Long-Term Disability
• Health Savings Account and Flexible Spending Account
• Generous PTO, paid sick time, 15 days of paid vacations, 13 days of paid holidays, plus a personal holiday
• CCS/CHS 403(b) Employee Saving Plan
• Employee assistance program
• Room for advancement

Schedule & Location

• Kent, WA
• Seattle, WA
• 40 hours per week

Program Description

The Housing and Essential Needs (HEN) program at Catholic Community Services (CCS) provides rent and utility assistance, bus passes, and essential needs products to disabled adults who are experiencing housing instability. Over 3,000 people are currently being served by HEN King County through a staff of 50, with dozens of new people added onto a rental interest list every week. The program has Rental Assistance and Homeless Services case management teams, a team of resource specialists that respond to the HEN Resource Line, an ORCA Lift program that provides free annual bus passes, and an Essential Needs team that creates hundreds of health & hygiene bags each month. The program operates out of the Randolph Carter Center (RCC) in central Seattle as well as the CCS Kent Family Center. HEN is a statewide program, and eligibility is determined through DSHS. CCS has contracted with King County to deliver the services.

Position Description

The HEN Rover Case Manager works with housed and unhoused adults to help them obtain and maintain stable housing during challenging times in their lives. This position retains the same core case management responsibilities as other HEN Case Managers while providing flexible coverage across the Rental Assistance and Homeless Services teams. The Rover Case Manager temporarily covers caseloads when Case Managers are on extended leave, when Case Manager positions are vacant or when existing Case Managers need additional support with participants who have high or complex needs. The position is responsible for all aspects of participant services, including intakes and goal setting, working with landlords and processing rent payments and maintaining accurate records in the Homeless Management Information System (HMIS). The Rover Case Manager works in partnership with other HEN teams to provide consistent, timely and high-quality service to shared program participants.

The Rover Case Manager works with HEN program participants who may have challenges related to physical health, mental health or substance use and who may be older adults or speak a language other than English. Because assignments may shift based on program needs, strong candidates must be adaptable, organized, patient and able to quickly learn and manage different caseloads, priorities, and participant circumstances. They must communicate effectively in person and remotely with a variety of people, collaborate well with staff across HEN teams and office locations, and work independently with limited supervision. This position allows for one remote workday per week.

Note: Case Managers expected to be able to work at both HEN sites based on program and coverage needs.

Responsibilities

• Meet with participants to conduct program intakes and assessments, obtain consents, and inform them of the program's policies.
• Develop participant-led action plans for housing stability that covers the following life domains: income/employment, health, and housing.
• Refer to supportive housing and employment programs as relevant
• Gather housing and other relevant documentation and input data into the local HMIS system.
• Routinely verify participant eligibility through an online Benefit Verification System.
• Prepare rent, arrears, and utility bill payments.
• Distribute Essential Need items (hygiene/cleaning) and arrange for free ORCA passes.
• Schedule follow up meetings with participants to work on housing stability plan goals, and as necessary to help support participants with (primarily housing-related) needs.
• Assist participants in navigating housing-related communications with landlords as well as through an eviction process.
• Communicate with participants if they do not or no longer qualify for assistance.
• Develop relationships with in-house resources and community partners and refer participants to other services as needed, such as legal assistance.
• Assist with the set up and distribution of a weekly essential needs bank.
• Follow guidelines on confidentiality rights of participants and respect their privacy.
• Engage language line assistance to support participants who speak languages other than English.

Rover Caseload Coverage and Program Support

• Provide temporary case management coverage for Case Managers who are on extended leave.
• Assume temporary responsibility for caseloads connected to vacant or open Case Manager positions until the position is filled or the caseload is reassigned.
• Support existing Case Managers by temporarily carrying or assisting participants who have high or complex service needs.
• Transition between teams and caseloads based on program priorities while maintaining continuity of services, timely follow-up, accurate documentation, and compliance with HEN requirements.
• Coordinate with supervisors and assigned Case Managers when beginning or ending temporary coverage to ensure clear handoffs, outstanding tasks, deadlines, and participant needs are communicated.

General Program Responsibilities

• Follow program policies and procedures, and ensure data security is maintained and records are kept in accordance with agency standards.

• Attend required trainings such as de-escalation, trauma-informed care, diversity, equity and inclusion, and first aid/CPR.

• Participate as a team member in staff and supervisory meetings.

• Contribute to and support a positive, team-oriented, diverse, anti-racist work environment.

• Support teammates when others are absent, positions are vacant, caseloads require coverage, or additional assistance is needed.

• Participate in advocacy on behalf of the program and other programs assisting disabled and low-income community members.

• Maintain accurate record of hours worked and turn in timesheets on schedule.

• Keep receipts for program-related purchases and turn in credit card reports as due.

• Support with training new colleagues.

• When no caseload coverage is needed, complete temporary program and data-quality projects assigned by leadership, which may include:

• CLS reviews and corrections, including working from centralized lists to update records efficiently.

• Annual assessment reviews and updates.

• Rapid Re-Housing (RRH) move-in date checks and corrections.

• Reviewing and ensuring all Last Dates of Eligibility (LDOEs) are addressed and documented.

• Other time-limited record cleanup, compliance, quality-assurance, or operational projects as assigned.

• Perform other job-related duties as assigned and when not covering for other CMs are expected to carry a caseload.

Job Conditions

This position requires the employee to work in an office environment where there is noise from telephones and conversations among employees and clients. Working conditions may include interruptions, and interactions with individuals who are angry and/or dealing with mental health and substance use issues. Extensive use of telephones, computers and related office equipment is typical of this position.

Physical and Mental Acuity Requirements

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to prioritize multiple tasks, and to work independently and as a team member.
• Able to understand and observe safety rules.
• Able to hear telephone rings, face-to-face and phone conversation, doorbells, and emergency alarms.
• Able to speak clearly in person and on the telephone.
• Able to hand write legibly.
• Able to read normal size print and handwritten notes.
• Able to sit for sustained periods of time.
• Mobility/dexterity of hands/arms to enable keying into locked areas as well as using office equipment.
• Ability to move boxes weighing around 20 lbs. and move boxes of hygiene/cleaning items.
• Able to make independent decisions and apply sound judgment in performing job duties.
• Regularly able to perform duties as assigned.

Candidates must meet the following required skills and qualifications.

Required Qualifications

• Associate's degree in social services or a related field, or commensurate experience in social services.
• At least one year of experience in direct provision of social services, preferably with people experiencing housing instability.
• Understanding of problems people experiencing housing instability often face, including poverty, substance use, mental health, domestic violence, and long-term homelessness.
• Excellent written and oral communication.
• Good office computer skills, with ability to maintain complex client records.
• Ability to set priorities and work independently as well as on a team.
• Commitment to social justice, anti-racism and to working within the mission, goals and objective of Catholic Community Services.
• Ability to pass a background check.

Preferred Qualifications

• Bachelor's degree or higher in Social Work or a related field.
• Fluency in second language that is spoken by a substantial number of HEN recipients.
• Reliable vehicle and willingness to commute between offices.

Note to Internal Candidates: HR reviews internal compensation and determines any increase based on their experience and also agency internal equity factors.

Catholic Community Services and Catholic Housing Services is an Equal Opportunity Employer. Please let us know if you need special accommodations to apply or interview for this position.