Intake/Low Demand Case Manager

SUMMARY

The Intake/Low Demand Case Manager is responsible for coordinating participant intake, assessment, engagement, and ongoing case management services for individuals entering the Low Demand housing program. This role serves as the primary point of contact for new program participants, ensuring timely admissions, comprehensive needs assessments, service planning, and connection to supportive resources that promote housing stability, self-sufficiency, and overall well-being. The Intake/Low Demand Case Manager utilizes a trauma-informed, housing-focused approach to support participants with complex barriers, including chronic homelessness, behavioral health concerns, substance use, unemployment, and limited engagement with traditional services.

ESSENTIAL JOB FUNCTIONS

• Conduct program intake, eligibility screening, and admission assessments in accordance with program guidelines and funding requirements.
• Complete all required enrollment documentation accurately and within established timeframes.
• Serve as the primary case manager for participants assigned to the Low Demand program caseload.
• Develop individualized housing stabilization and service plans in collaboration with participants, based on identified goals and barriers.
• Provide crisis intervention, de-escalation, and problem-solving support as needed.
• Coordinate referrals for medical care, behavioral health treatment, substance use services, employment support, income/benefits assistance, legal services, and permanent housing resources.
• Maintain regular contact with participants through scheduled meetings, wellness checks, and follow-up appointments.
• Support participants in obtaining vital documents, identification, income verification, and documentation required for housing placement.
• Collaborate with internal departments, community partners, VA staff (if applicable), housing providers, and external service agencies to coordinate participant care.
• Monitor participant progress toward housing and self-sufficiency goals, updating service plans as necessary.
• Facilitate participant transitions into permanent housing, including move-in coordination and aftercare referrals when appropriate.
• Maintain timely, accurate, and compliant documentation in HMIS, EHR, and other required databases.
• Ensure compliance with program standards, agency policies, confidentiality regulations, and contractual reporting requirements.
• Participate in multidisciplinary team meetings, case conferences, care coordination meetings, and staff trainings.
• Assist with participant conflict resolution, behavioral interventions, and adherence to program expectations using a trauma-informed approach.
• Support occupancy management goals by ensuring timely admissions, reducing barriers to program entry, and minimizing unnecessary delays in placement.
• Participate in audits, quality assurance activities, and monitoring reviews as requested.
• Maintain professional boundaries and ethical standards in all participant interactions.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of case management principles, housing stabilization practices, and crisis intervention strategies.
• Understanding of Housing First, trauma-informed care, harm reduction, and person-centered service delivery models.
• Knowledge of homelessness systems, supportive housing programs, community resources, and benefits systems.
• Ability to engage individuals with complex behavioral health, substance use, and social service needs.
• Strong interviewing, assessment, documentation, and organizational skills.
• Ability to manage multiple priorities, deadlines, and a dynamic caseload effectively.
• Strong verbal and written communication skills.
• Ability to de-escalate difficult situations and respond calmly in crisis environments.
• Proficiency in electronic case management systems, HMIS, Microsoft Office Suite, and database documentation.
• Ability to work independently while maintaining collaboration with multidisciplinary teams.
• Strong problem-solving and critical-thinking abilities.
• Ability to maintain participant confidentiality and exercise sound professional judgment.
• Cultural competency and ability to work effectively with diverse populations
• Ability to maintain accurate records and meet compliance timelines.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in Social Work, Human Services, Psychology, Public Health, Counseling, or a related field required; equivalent combination of education and relevant experience may be considered.
• Minimum of two (2) years of case management experience working with individuals experiencing homelessness, behavioral health challenges, substance use disorders, veterans, or other vulnerable populations preferred.
• Experience conducting participant assessments, service planning, and community resource coordination required.
• Experience with housing programs, shelter services, supportive housing, or homelessness response systems strongly preferred.
• Experience using HMIS, electronic health records, or case management databases preferred.
• Knowledge of VA-funded programs, housing navigation, or benefits systems preferred (if applicable).

ESSENTIAL REQUIREMENTS

Physical Requirements

The physical demands 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. While performing the duties of this job the employee is frequently required to sit, stand, walk, talk, see, hear, and drive. The vision requirement includes close and distant vision. Must have a valid Michigan Driver's License and acceptable driving history for VOAMI insurability standards.

Environmental Working Requirements

The work environmental characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VOAMI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.