Case Manager(Res/Shelter)

Job Locations US-NY-Long Island City
Position Number
Borden Avenue Veterans Residence
Regular Full-Time
FLSA Status
Minimum Salary
USD $38,000.00/Yr.
Maximum Salary
USD $38,000.00/Yr.



The program Case Manager will have the prime responsibility for organizing comprehensive service planning and assessment activity and assuring service plan implementation through direct case management or co-provider services.  The Case Manager will also have either primary or shared responsibility, depending upon the specialty/discipline, in providing the residents with specific linkages/advocacy services with co-providers of housing, mental health, substance abuse, and healthcare services etc. as well as with parole boards.  Together with the residents, the Case Manager will formulate residents’ comprehensive service plan in conjunction with specialty program staff.  For some residents the Case Manager will be the major provider of a particular service and, for others, a secondary support agent. 




To perform this job successfully, an individual must be able to perform each essential duty listed satisfactorily.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless this causes undue hardship to the agency.


Activities with Persons Served

1.     Participates in orientation of new residents by explaining the types of clinical services, recreational activities, and ICL programs that are available to residents.

2.     Obtains and documents or files assessment information, such as medical, psychological, and social factors contributing to the resident's situation as well as information about the residents strengths, needs, abilities and preferences.

3.     Collaborates with residents to utilize assessment information to complete and maintain resident service plans, offering an Integrated Healthcare approach to services and ensuring that plans include consideration of the residents’ cultural and ethnic background, customs, needs, beliefs and preferred language.

4.     Instructs the resident in daily living skills, socialization skill enhancement and conflict resolution.

5.     Provides supportive counseling in 1:1 or group formats that assist residents’ with modifying attitudes and behaviors as needed, by increasing understanding of self and others and by addressing service needs, strengths, abilities and environmental resources to attain goals.

6.     Obtains and develops resource information for residents in all aspects of their care; disseminates this information to residents in a manner that is clear and understandable.

7.     Uses cognitive-behavioral techniques (e.g. role-plays, skills training, plans of action) to assist the resident in meeting service plan goals.

8.     May provide Critical Time Intervention procedures.

9.     Facilitates individualized services to the resident that meet the diverse needs of the resident and focus on the discharge-planning goal.

10.  Performs crisis assessment and nonverbal and verbal crisis intervention.

11   Meet at least weekly with residents to follow-up on service plan goals and objectives.

12.  Refers residents to community resources and other organizations; accompanies residents on regularly scheduled or emergency visits to medical treatment facilities, social agencies, government offices, or other locations associated with the treatment or assistance of the resident.



13.  Provide residents on both a group and an individual basis with transportation for housing placement, service appointments, recreational, or other service plan related purposes as appropriate

14.  Assist residents with developing a savings and money management plans within the scope of Department of Homeless Services and Veterans Administration regulations and optimizing resident income through advocacy with the HRA and VA; will offer and provide residents both group and individual instruction in budgeting, banking, resident skills such as shopping wisely from a price and product perspective, credit, and taxes. 

15.  Plans, escorts, and/or arranges social or recreational activities for and with residents.

16.  Advocates on behalf of resident with outside service providers and within ICL.

17.  Assists residents in finding and getting into vocational training or other training opportunities, and works with other team members (e.g. Substance Abuse Specialist) in addressing the needs of residents.

18.  Accompanies resident to appointments as needed.

19.  Gives support & advice to significant others  of the residents and Tansitional Veterans Residence staff.

20.  Mediates conflicts between residents, negotiating ground rules for relationships.

21.  Conducts in vivo assessment and living skills training as needed, accompanies individual during the first day transition from Tansitional Veterans Residence to meetings with community providers, and in establishing connections with local community resources.

22.  Participates in substance abuse services with the substance abuse counselor/specialist to ensure that residents have necessary transportation and escort to substance abuse appointments and participation.

23.  Provide motivational interviewing to residents as needed.


Case Administrative Activities

1.     Performs regular inspections of the residents’ living areas to ensure the safety of the residents, accountability of ICL property, and cleanliness of such areas.

2.     Immediately reports serious incidents, serious incident allegations, incidents, or sensitive situations to supervisors; completes incident reports in accordance with ICL policy; accounts for residents and files missing person reports on residents not accounted for in accordance with ICL policy and procedure.

3.     Conducts quarterly reviews of the service-plans, assessment information, medical records, and changes in care. and follows-up to determine quantity and quality service provided. 

4.   Review length-of-stay profile with supervisor and address barriers to getting and/or keeping employment and housing and participates in weekly length-of-stay reviews. 

5.     Participates in ongoing reviews of existing linkages for their adequacy and, in recognition that a comprehensive co-provider service array is necessary to good outcomes, seek to extend program and other agency linkages as part of Continuous Quality Improvement.

6.     Continually documents resident’s treatment progress, developing measurable and objective service plans that maximize a resident’s strengths and abilities in accordance with regulatory guidelines. 

7.     Assists in the orientation of new personnel when requested.

8.     Maintains up-to-date, accurate individual paper and electronic case records on each assigned resident.

9.     Complies with attendance and timekeeping rules and reports reliably and regularly to work on an on-going basis.

10.  Attends regularly scheduled clinical meetings, staff meetings and supervision as well as in-service training and development activities.

11.  Reviews the staff communications log and makes entries concerning essential elements of information designated by program management.

12.  Executes emergency plans as outlined in the policy and procedure manual; administers CPR or first aid to staff or residents who require such services.

13.  Obtains and maintains CPR and First Aid certifications.

14.  Obtains and maintains certification as an OD Responder from NYS Opioid Overdose Prevention Program (NYSOOPP) staff.

15.  May have on-call responsibilities.

16.  Complies and promotes compliance with all applicable laws, regulations and agency policies helping to strengthen and maintain an ethical organizational culture.

17.  Performs other job-related duties that may be assigned.



  • Basic knowledge of the causes and processes of mental illness and substance abuse disorder.

  • Effective  problem-solving skills

  • Effective interpersonal skills

  • Ability to work with diverse individuals

  • Ability to create and compose written materials

  • Ability to effectively and efficiently respond to questions from persons served

  • Ability to facilitate a meeting

  • Ability to present information to persons served and other employees

  • Ability to maintain self-control in crisis situations

  • Ability to work with residents, families, and staff in a caring and respectful manner, and with due understanding of and consideration for cultural differences

  • Ability to serve as a role model to residents including modeling appropriate interpersonal interactions, appearance, demeanor

  • Ability to effectively use computer software

  • Willingness to continually learn and apply knowledge and willingness to participate in in-service training and development activities.

  • Ability to function as an effective team member, including performing share of work,  cooperating with coworkers,  and securing cooperation, and maintaining professional relationships and boundaries  with co-workers, supervisors and residents

  • Ability to use sound judgment in identifying and solving problems, and knowing when to seek assistance.

  • Ability to be aware of self and one’s impact on others

  • Ability to learn, understand and comply with all regulations, policies and procedures.

  • Ability to organize time effectively to accomplish all tasks in a timely way and meet deadlines without prompting.

  • Ability to develop, evaluate, implement and modify a case management plan, meeting all deadlines and productivity standards

  • Ability to communicate effectively with staff, residents, families, and the public both orally and in writing.

  • Ability to prepare accurate and timely documentation, reports and other written material as assigned.

  • Ability to work independently, and to conform to all applicable safety and accountability measures

  • Ability to be empathic, actively looking for ways to help people, to be compassionate and hopeful and to believe and help others work toward recovery.

  • Ability to engage in active listening—attending to what other people are saying and asking questions as appropriate

  • Ability to identify the nature of problems and to participate effectively in solving problems.

  • Ability to report for work as scheduled on a consistent basis




A bachelor’s   degree which includes a practicum encompassing a substantial number of activities with the target population or which features a major or concentration (concentration = a minimum of 24 credits in the noted disciplines) in: social work, psychology, nursing, rehabilitation, education, occupational therapy, physical therapy, recreation/recreation therapy, counseling, community mental health, child and family studies, sociology, speech and hearing plus one year of case management or other relevant human services experience.  A bachelor’s degree in any field plus two years of case management or relevant human services experience.


An associate’s degree in a health or human services field (see above fields) and three years of case management experience


A high school diploma/GED and three years of experience in providing direct services to individuals with mental disabilities (i.e., persons properly diagnosed as suffering from mental illness, mental retardation, alcoholism, or substance abuse) or to homeless individuals.




This position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions.  Position descriptions are reviewed and revised to meet the changing needs of the agency at the sole discretion of the management.


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