SUMMARY:This position is responsible for providing comprehensive case management services, crisis intervention, and advocacy for victims of sexual violence, including adult and minor victims and their families. This role will be responsible for identifying clients in need of case management by completing client intakes and creating a written service plan for each client. The Crisis Response Case Manager will work with advocates, clinicians, and community partners to assist clients on a range of issues, which include but are not limited to basic needs, food, housing/emergency shelter, transportation, employment, medical, mental health, finance, court advocacy, crisis intervention, safety planning, and more. This position is responsible for providing scheduling, functioning, and training support for Signs of HOPE's Crisis Response services to include assistance with 24-bom hotline, area command and hospital accompaniment. This position is also responsible for ongoing scheduling, resource development, identifying training needs, and engaging in program development with key crisis response partners in the community. The position will provide direct support to the after-hours hotline and support other callouts when additional volunteers and staff are not able to cover. The Signs of HOPE Crisis Response Case Manager will also serve as administrative back-up on the hotline in rotation with the other Signs of HOPE staff members.ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities during scheduled hours include the following:
- Complete initial intake with clients needing case management services and develop written service plan.
- Monitor and follow up on the implementation of the service plan by linking client with necessary providers, assisting in gaining access to needed medical, psychiatric, social, educational, employment, and other services, maintaining regular contact with the client throughout the process (in-person, email, or over the phone)
- Assistance with overall crisis response to victims of sexual assault by phone and at the hospital
- Maintain up to date knowledge of victims' rights, confidentiality standards, SANE procedure, and criminal/civil justice process
- Disburse rental assistance, utility assistance, emergency shelter assistance, food assistance, and documentation recovery assistance, as needed
- Coordinate client transportation to necessary appointments, such as medical appointments, mental health appointments, social services appointments, and employment activities
- Assist victims and their families with safety planning, individualized advocacy, victim compensation applications, Confidential Address Program applications, and more.
- Develop and build awareness and knowledge of community agencies and resources to enable referral of victims and family members to assure client needs are met while going through traumatic situation
- Continue to refine and expand resource information on partner organizations and resources for clients
- Collect and track data on case management activities, client demographics, and other information for grant reporting
- Assist with providing date and narrative response for reports to funders, granters, and partners
- Regular communication with client's multidisciplinary team, which may comprise of SOH clinicians, SOH advocates, and other community service providers
- Serve as the Staff Admin. Backup for the after-hours hotline (Minimum a week a month)
- Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES:This position has no direct reports.COMPETENCIES:To perform the job successfully, an individual should demonstrate the following competencies:Intellectual
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data;
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.
- Knowledge of poly victimization issues, dynamics of grooming and abuse/power dynamics
Interpersonal
- Client and Customer Service - Manages difficult or emotional client and customer situations; Responds promptly to needs of clients, advocates, and other staff; Completes follow-ups with clients after hospital accompaniment in a timely manner.
- 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.
- Oral and Written Communication - Able to communicate and understand written materials fluently in English; Responds well to questions; Participates in meetings. Is an excellent spokesperson and representative for the organization to the community; Asks supervisors and/or other approved subject matter experts for assistance when necessary; Puts out excellent and error free written work product; Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Communicates clearly with office-based advocates to assure optimum service and responsiveness to clients; Gives and welcomes feedback.
Self-Management
- Planning/Organizing - Uses time efficiently; 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.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Dependability -- Consistently responds to calls immediately and responds to the hospital in a timely manner; Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' interest.
QUALIFICATIONS:To perform this job successfully, an individual must have necessary knowledge, skills, and abilities, and will have to complete prescribed training programs with Signs of HOPE Advocate University and additional training as identified. Must maintain and have available an active working phone, valid driver's license, and ability to provide own transportation (mileage reimbursed) to complete travel responsibilities of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bilingual in English and Spanish strongly preferred, with strong written communication skills in English.EDUCATION AND EXPERIENCE: minimum of a bachelor's degree from an accredited college in human services, social work, criminal justice, or related field strongly preferred, with 1 year of case management experience. All staff must complete a full 50-hour advocate training and participate in continuing education activities at least 3 times per year. Must maintain compliance with UMC requirements and remain active and updated with the Human Resources Department at UMC.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. While performing the duties of this job, the employee is regularly required to walk, stand, and sit; reach with hands/arms and talk/hear.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 with disabilities to perform the essential functions. The noise level and lighting in the work environment is usually moderate.