Position: Shelter Case Manager Training Coordinator
Reports to: Case Manager Supervisor
Schedule: Part-time; hours may vary
Schedule: Part-time; hours may vary
Date Prepared: May 4, 2020
POSITION SUMMARY: · The Shelter Case Manager Training Coordinator is responsible for providing comprehensive case management services to homeless victims of crime through a client-driven model that is strength-based, culturally relevant, trauma-informed, client-driven, and outcome-based. Comprehensive case management includes providing information about crime victims’ rights, crisis stabilization, safety planning, housing assistance, referrals to outside agencies law enforcement and victim advocacy, and service planning in support of recovery and self-sufficiency. In addition, The Shelter Case Manager Training Coordinator will organize and administer all internal staff training as it relates to trauma-informed practices and communication techniques.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Shelter Case Management
- Connect clients to services, and make referrals to other community service providers to meet outlined goals
- Connect and offer advocacy for clients daily to: SUD/Mental Health services, medical assessments, eligibility determinations, food, clothing, employment opportunities, and navigation of the complex legal system as they address their victimizations.
- Train Hospitality House staff in trauma-informed practices and provide Trauma-Informed Training for the larger community.
- Set and keep regular, ongoing housing case management meetings with guests staying at Hospitality House.
- Assess individual guests’ needs (and/or couples/families) to comprehend issues and establish rapport.
- Create personalized housing plans that identify a plan toward self-sufficiency, working in coordination with Shelter Case Managers.
- Ensure all housing plans are focused on the physical and mental well-being of the people involved.
- Offer support emotional and practical support during the housing search process.
- Make recommendations for the continuation of or change in housing services.
- Collaborate with other Hospitality House program staff to work more effectively.
- Maintain confidentiality of guest information.
- Arrange for guest transportation and encourage attendance for all appointments and referrals provided on a guest’s behalf.
- Document and record all case management activities in the Homeless
- Management Information System (HMIS) as required; prepare necessary reports.
- Serve as a liaison between Hospitality House and other Nevada County/Grass Valley or Nevada City social services/public safety agencies when needed or requested by your supervisor.
- Attend community meetings as required or requested by your supervisor.
- Attend and participate in one-on-one meetings with your supervisor, weekly staff meetings, monthly all staff meetings and team building gatherings.
- Travel as required for home visits, appointments with guests and other community activities.
- Develop relationships with landlords.
- Help staff Hospitality House sponsored events as needed.
- Other duties as assigned.
- Map out annual training plans for Shelter Advocates, Case Managers.
- Design and develop training programs for Shelter Advocates and Case Managers.
- Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes).
- Market available training to employees and provide necessary information about sessions.
- Conduct shelter-wide training needs assessment and identify skills or knowledge gaps that need to be addressed.
- Use known education principles and stay up-to-date on new training methods and techniques.
- Design, prepare and order educational aids and materials.
- Assess instructional effectiveness and determine the impact of training on employee skills and KPIs.
- Gather feedback from trainees after each educational session.
- Partner with HH staff and connect with experts regarding instructional design.
- Maintain updated curriculum and training records.
- Host train-the-trainer sessions for internal subject matter experts.
- Manage and maintain in-house training facilities and equipment.
- Research and recommend new training methods.
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical – Synthesizes complex or diverse information; uses intuition to complement data; designs workflows and procedures
- Design – Generates creative solutions; demonstrates attention to detail.
- Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
- Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
- Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
- External Working Relationships – Develops and maintains courteous effective working relationships with clients, vendors and/or other representatives of external organizations.
- Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
- Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
- Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
- Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
- Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
- Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
- Motivation – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence
- Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; develops realistic action plans.
- Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
- Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others’ attention.
- Diversity – shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment.
- Business Acumen – Understands business implications of decisions; demonstrates knowledge of market and competition; aligns work with strategic goals; analyzes market and competition and adapts strategy to changing conditions.
- Cost Consciousness – Works within approved budget; contributes to profits and revenue; conserves organizational resources.
- Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
- Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Quantity – Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
- Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
- Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
- Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
The needs of Hospitality House may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted, and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting with minimal or no advance notice, to change in how business is conducted, and work is accomplished, with no diminishment in work performance.
SAFETY AND SECURITY:
All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
Preferred: Associate’s Degree (A.A.) or equivalent from a two-year college or technical school related to the field of work (social services, health and human services); or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as schedules, safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and write routine office communications, schedules, lists and emails. Ability to speak effectively with groups of volunteers, members of the general public and employees of the organization.
To perform this job successfully, an individual should have knowledge of: Electronic
Mail Software (Outlook preferred); internet programs (including online payroll system ADP). database systems, Homeless Management Information Systems (HMIS) preferred, Microsoft Word.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must have a current and valid driver’s license.
OTHER SKILLS, ABILITIES, AND QUALIFICATIONS:
- Knowledge of modern office practices and procedures, including the operation of data processing and personal computer systems and other standard office equipment.
- Use initiative and independent judgment within established guidelines.
- Understand and carry out oral and written directions. Ability to communicate clearly and effectively with others.
- Prioritize work and coordinate multiple activities with potentially competing deadlines.
- Flexible and open to direction, accepting constructive feedback readily.
- Possess strong organizational and planning skills.
- Establish and maintain positive and cooperative working relationships with those contacted in the course of work, including a culturally diverse general public, with a focus on quality service to internal and external customers.
- Asks for guidance and assistance when needed as opposed to performing duties without clear understanding.
- Self-directed with the demonstrated ability to manage multiple projects and multiple priorities. Ability to take ownership of projects and see them through to completion.
- Ability to work independently with minimal supervision.
- Must be able to communicate clearly and effectively with others.
- Ability to work within a team structure, interacting with staff, volunteers, the general public and shelter guests both individually and in a group setting.
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