Clinical Case Manager

New Narrative•Portland, OR

1d•Onsite

About The Position

The ICM Clinical Case Manager provides community-based interventions to stabilize and support high-need individuals on the Intensive Case Management (ICM) team in Multnomah County. Working with an assertive engagement approach, the case manager collaborates with a Mental Health Clinician and participants to implement, monitor, and document services through a trauma-informed, diversity-, equity-, and inclusion-focused lens. The role includes advocacy, connection to resources and peer supports, crisis response, and coordination with providers and natural supports. Services are community based whenever possible, with at least two-thirds of the case manager’s time spent outside the office. The position reports to the Intensive Services Director and has no direct reports. The role provides wraparound case management, skills training, crisis prevention and intervention, and administrative documentation for participants with complex needs. The case manager helps participants meet basic needs, build independence, connect with benefits and community resources, maintain housing stability, and pursue goals in their individual service plans. Contacts are weekly and community based, supplemented by coordination with providers and the integrated team. This is primarily an in-person community outreach position. Approximately 60–75% of the work is in the community and may involve direct care, coordination, skills training, transportation, or travel. The employee is provided technology for community-based work and has access to clinic office space for administrative tasks and meetings. The role may involve exposure to varying weather conditions, and outreach is expected to continue unless a supervisor directs otherwise. Employees must provide proof of vaccination or exemption.

Requirements

Qualified Mental Health Associate (QMHA) certification.
Bachelor’s degree in social work or a related field.
Progress toward CADC I certification, or willingness to attend classes and receive supervision toward certification.
Ability to work independently and adapt service delivery to participant needs and organizational values.
Understanding of psychiatric medications and their use, administrative rules, applicable laws and regulations, and acceptable clinical practices and guidelines.
Maintain a current Oregon driver’s license; the posting also states the ability to obtain an Oregon driver’s license within 30 days of hire.
Maintain CPR and First Aid certification.
Complete at least 16 hours of ongoing education, including 12 hours in mental health/dual recovery and four hours in cultural competency.
Ability to use clinical judgment, communicate clearly, remain calm in crises, listen empathetically, and apply flexible analytical and interpretive skills.
Ability to motivate others and remain consistently enthusiastic.
Provide proof of vaccination or exemption.

Nice To Haves

At least two years of experience in social work or a related field.
Prior experience with SPMI, people experiencing houselessness, and community-based services.
Spanish/English language skills.

Responsibilities

Collaborate with the Mental Health Clinician and participants to create and implement individual service plans.
Provide comprehensive wraparound services to support participants’ basic needs, safety, goals, and independence.
Connect participants to resources such as SSI/SSDI, SNAP, vital documents, and identification, and help them maintain access to those resources.
Advocate for and alongside participants.
Provide transportation in a company vehicle to appointments, resources, and community skills-training opportunities as needed.
Monitor, coordinate, and document agency services; maintain frequent contact with participants and identified providers or supports.
Develop relationships with providers and stakeholders to facilitate services.
Monitor medication distribution and assist participants with prescriber visits.
Coordinate with medical providers, natural supports, and other community providers to support wellness and housing stability; intervene with landlords and other stakeholders as needed.
Connect participants with cultural resources when applicable and document coordination with the integrated team.
Identify functional barriers and skills-training needs with participants, develop agreed-upon plans, and support skills such as daily living, community integration, interpersonal effectiveness, budgeting, medication management, coping, and safety.
Collaborate with Mental Health Clinicians to incorporate appropriate interventions into participant service plans; use motivational interviewing, assertive engagement, and other therapeutic modalities to support recovery and symptom management.
Work proactively to prevent crises, respond to crisis situations, prioritize needs, use de-escalation practices, and connect participants to emergency services when needed.
Coordinate respite referrals and admissions and oversee respite stays.
Complete required incident reports within 24 hours of a crisis or incident.
Maintain contact with participants during hospitalization and take an active role in care conferences and transition planning to reduce crisis-service and respite use.
Document participant contacts in the Electronic Health Record within 72 hours and document meaningful interactions in accordance with policy and Oregon Administrative Rules.
Keep releases of information and consents current, use feedback-informed and outcomes-based care tools, and review outcomes regularly.
Attend bi-weekly individual supervision, weekly staff meetings, care coordination meetings, and other required meetings; participate positively in team-based case consultation and planning.
Follow corporate policies, procedures, protocols, confidentiality requirements, professional ethics, and rules concerning dual relationships.
Pursue ongoing skills development, including at least 16 hours of continuing education annually, with 12 hours in mental health/dual recovery and four hours in cultural competency.
Maintain a current Oregon driver’s license, CPR and First Aid certification, and QMHA certification; follow directives and protect corporate interests.
Uphold New Narrative’s mission and values in interactions and communicate with a supervisor or designated personnel about personal wellness and safety needs.