Street Outreach Case Manager

Title: Street Outreach Case Manager 

Shift: FT - 8:30 AM - 5:00 PM

Location: Remote

Heartland Alliance Health’s (HAH) Our mission is to transform health and well-being for the most vulnerable particularly people experiencing homelessness, mental illness, or addiction, or struggling with multiple chronic conditions by providing integrated healthcare, housing support, social services, and community connection that improve lives and strengthen our community.

Street Outreach Case Manager 

The Street Outreach Case Manager is responsible for engaging individuals and families experiencing homelessness in the community, connecting them to needed services, and providing non-clinical support and advocacy. This position works both in the field and at the Drop-In Center, utilizing a participant-led, low-barrier approach to identifying needs, setting goals, and connecting individuals to appropriate resources and support.

Essential Duties & Responsibilities

Outreach & Engagement

• Conducts street outreach throughout the designated service areas to identify and engage individuals in need of services.
• Caseload size is determined by program need and funder requirements and is subject to change. Current caseloads are typically maintained at a manageable level consistent with quality care standards
• Build trusting, non-judgmental relationships with individuals and connect them to program services.
• Engages individuals, families, and groups using a client-centered, strength-based approach free of bias or personal judgment.
• Respond to and follow up on referrals for outreach services in a timely manner.
• Assists in the operation of the drop-in center, including welcoming individuals, maintaining a safe and welcoming environment, and supporting daily activities and service enhancements.

Case Management & Resource Coordination

• Conducts initial needs assessments to identify individuals' social service, housing, benefits, and health-related needs.
• Develops and maintains individualized service plans in collaboration with individuals, focused on their goals and access to resources.
• Coordinates referrals and linkages to medical health, housing, vocational, benefits, entitlements, and other social services.
• Advocates on behalf of individuals to access needed services and resources.
• Assist individuals with activities of daily living including, but not limited to, grocery shopping, money management, hygiene, and household resources as needed.
• Follows up with individuals and service providers to ensure continuity of care and resource access.
• Participates in case conferences and multi-disciplinary team meetings to coordinate services and share information.

Crisis Response & Safety

• Identifies and responds to emergency or crisis needs of program individuals in the field and at the drop-in center.
• Utilizes de-escalation techniques and violence prevention skills to ensure a safe environment for individuals and staff.
• Connects individuals in crisis to appropriate emergency services and follow-up support.

Documentation & Reporting

• Accurately and timely completes all required forms, case records, statistical reports, and data entry into the agency’s Electronic Health Records and the funders' database system.
• Submits all documentation to the supervisor/manager within designated timelines and in accordance with program guidelines and contractual obligations.
• Meets productivity standards as determined by program and/or contractual requirements.
• Maintains confidentiality of participant information in compliance with applicable laws and organizational policies.

Teamwork & Professional Development

• Participate actively in team meetings, supervisory sessions, in-house and external training sessions, conferences, seminars, and independent study.
• Develops and maintains appropriate relationships with external social service providers, community organizations, and other service agencies.
• Works with supervisors to develop new program components such as group activities and service enhancements.
• Shares skills, knowledge, and experience with the multi-disciplinary team.
• Adheres to professional standards as outlined by organizational policies, program guidelines, and applicable regulatory requirements.

Other duties as assigned.

Additional Duties & Responsibilities

• Transportation of program individuals and/or organizational property may be required.
• Assistance with drop-in center operations including setup, light cleaning of common areas, inventory, and receiving and moving supply boxes and materials (must be able to lift up to 40 lbs).
• May be required to visit individuals in their homes, shelters, or community settings.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

We welcome candidates from a variety of educational and professional backgrounds. Requirements are based on the following combinations:

• Bachelor’s degree in social work, Human Services, Public Health, Psychology, or a related field — minimum 1 year of relevant experience required
• Associate's degree in a related field — minimum 2–3 years of relevant experience required
• High school diploma or GED equivalent required. A minimum of 4–5 years of demonstrated experience in case management, social services, community health, or a related human services field may be considered in lieu of a college degree.

Experience working with individuals experiencing homelessness, mental illness, addiction, or other vulnerabilities is strongly preferred across all pathways.

Knowledge, Skills & Abilities

• Strong interpersonal and communication skills, both verbal and written, including the ability to write clear and accurate reports, case notes, and professional correspondence via email.
• Proficiency in Microsoft Word and Microsoft Excel required; ability to learn and use program databases including Athena for documentation.
• Ability to communicate clearly and professionally in person, by phone, and by email.
• Strong organizational skills and ability to manage multiple tasks and priorities.
• Ability to work effectively and collaboratively in a team environment.
• Ability to work with diverse populations with complex needs without personal bias or judgment.
• Excellent problem-solving, resource development, and crisis intervention skills.
• Fluency in a second language may be required depending on the community served.
• May be required to have access to a personal vehicle and use it for organizational purposes, including travel throughout the service area and transporting individuals. Willingness and ability to travel throughout the Chicago-land area is required.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies.

• Commitment to client-centered, trauma-informed, and harm reduction approaches.
• Ability to work effectively in a fast-paced, dynamic team environment.
• Demonstrates cultural humility and sensitivity when working with diverse communities.
• Ability to engage individuals without personal bias or judgmental attitude.
• Strong communication skills — able to convey information clearly in person, by phone, and in writing including email and electronic documentation systems.
• Reliable, punctual, and accountable to program and organizational standards.

Benefits: We offer a comprehensive and competitive benefits package to qualified employees, designed to support your well-being and professional growth.

• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) or Flexible Spending Account (FSA)
• Wellness Programs
• Employee Assistance Program (EAP)
• Tuition Reimbursement and Educational Assistance 
• 401(k) Retirement Savings Plan
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Paid Time Off (PTO)
• Paid Holidays

Physical Demands: 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 living with disabilities to perform the essential functions. 

• While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. 
• The employee is frequently required to stand; walk; sit and talk or hear. 
• The employee must occasionally lift and/or move up to 40 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work takes place in a variety of settings including office, drop-in center, and in the community/field.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Reasonable accommodations may be made to enable individuals living with disabilities to perform the essential functions. 
• Work takes place in a variety of settings including office, drop-in center, and in the community/field.
• The noise level in the work environment is usually moderate.
• The employee will also work in a professional office setting with standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Some travel will also be required for meetings, trainings, or support at partner/referring sites.

Heartland Alliance Health makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.