Case Manager

Horizon Services, Inc. • Albuquerque, NM

7d • $20 - $26 • Onsite

About The Position

The Case Manager at Gateway Medical Sobering Center in Albuquerque, New Mexico, provides comprehensive care coordination and discharge services for people experiencing acute intoxication from alcohol, opioids, methamphetamines, or other substances. Clients may also have co-occurring behavioral health conditions and need short-term monitoring before transitioning to an appropriate level of care. The Case Manager coordinates timely referrals, appointments, transportation, and connections to detox, residential treatment, outpatient care, housing resources, medication-assisted treatment (MAT), and other services. The role works closely with the Registered Nurse Program Manager, NP, PA, LVNs, EMTs, and Recovery Specialists to meet client needs during the 23-hour stabilization period, using trauma-informed and harm-reduction approaches that prioritize dignity, safety, and continuity of care.

The position is primarily staffed during the day shift, when discharges peak. It focuses on referrals and linkages, including coordinating housing-related resources and assessments, arranging transfers and transportation, and providing referral information when services are not available the same day. The role requires skills in compassionate care, crisis intervention and de-escalation, case management, and navigating local systems of care.

Requirements

• Current certification from a New Mexico substance-use state certifying body or SUD Peer Support Certification.
• May qualify from a fully certified and trained Recovery Specialist position.
• Experience providing case management services in a mental health or substance use disorder program in the nonprofit sector.
• Current CPR, First Aid, and AED certification in New Mexico.
• Current New Mexico driver's license in good standing.
• Fluency in at least one New Mexico threshold language: Vietnamese, Mandarin, Cantonese, Dari, Arabic, Swahili, Kinyarwanda, or Diné (Navajo).
• Knowledge of alcohol and drug addiction.
• Excellent oral and written communication skills.
• Excellent computer skills, including data capture and data entry into electronic health records (EHRs).
• Ability to communicate effectively using email and other electronic systems.
• Familiarity with substance use disorder and mental health programs, hospitals, and continuing care options.
• Experience working with clients in crisis or feeling overwhelmed, including crisis intervention.
• Experience supporting clients with substance use disorders.
• Extensive experience managing cases for underserved populations in public health or community-based settings.
• Experience engaging with diverse populations and cultures.
• Experience working with clients who have co-occurring disorders and disabilities.
• Familiarity with customer service principles in a behavioral health setting.
• Proven ability to resolve conflict in high-stress or emotionally charged situations.
• Skills in crisis de-escalation, rapid client assessment and triage, care coordination, client advocacy, and navigation.
• Knowledge of local behavioral health and housing resources.
• Ability to work effectively on an interdisciplinary team and communicate empathetically and respectfully.
• Ability to apply trauma-informed practice, cultural humility, and ethical decision-making.
• Ability to comply with safety and operational protocols and adapt under pressure.

Responsibilities

• Provide appropriate discharge planning, using ASAM criteria to understand levels of care.
• Coordinate care for clients experiencing homelessness, including through the VI-SPDAT assessment.
• Link clients to services during the day shift and provide referral resources when services are not accessible the same day.
• Coordinate with drivers to transport participant cohorts.
• Make referrals, typically lasting 15–30 minutes per client.
• Coordinate direct transfers and facilitate non-medical emergency transportation.
• Implement warm transfers for individuals with intake appointments.
• Connect clients with Gateway co-located services and the broader system of care.
• Coordinate administration of the VI-SPDAT assessment.
• Connect clients to resources based on housing needs and facilitate connections with relevant agencies.
• Coordinate care and discharge services with the Registered Nurse Program Manager, NP, PA, LVNs, EMTs, and Recovery Specialists.
• Document and enter data accurately and promptly, and follow up on and track referrals.

Benefits

• Medical, dental, life, and long-term disability coverage, with generous employer contributions for employees and 50% contribution for dependent medical and dental coverage.
• PTO and holiday pay.
• Retirement benefits after six months of service.
• Training and continuing education unit (CEU) opportunities.
• A $2,000 bilingual bonus for eligible client-facing positions, paid in four installments of $500 after 30, 90, 150, and 210 days of employment following successful completion of a language test.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed