ICM Case Manager

Special Service for Groups, Inc- HOPICS•Los Angeles, CA

1d•$22 - $26•Hybrid

About The Position

Under the direction of the Program Manager, the Intensive Case Management Services Permanent Supportive Housing Case Manager provides participant-centered, housing-focused case management and care coordination to people experiencing homelessness who have complex health, behavioral health, substance use, and social-service needs. The ICMS Case Manager supports participants from referral and engagement through permanent housing placement and long-term housing retention. Services are delivered according to Housing First, harm reduction, trauma-informed care, and cultural humility principles and must comply with Agency, Los Angeles County Homeless Services and Housing, program, privacy, documentation, and funding requirements.

Requirements

Associate degree in social services, human services, behavioral health, or a related field, or two years of relevant case-management or social-services experience.
At least one year of experience serving people experiencing homelessness, people with complex health or behavioral health needs, or participants in supportive-housing programs is preferred.
Knowledge of Housing First, harm reduction, trauma-informed care, motivational interviewing, crisis intervention, and participant-centered service delivery.
Ability to complete assessments, develop measurable Care Plans, coordinate multidisciplinary services, and maintain detailed records within required timelines.
Proficiency with Microsoft Word and Excel and electronic participant-record systems. Experience with CHAMP and HMIS is preferred.
Strong written and verbal communication, sound judgment, organization, time management, and attention to detail.
Ability to work independently and collaboratively with people from diverse cultural, ethnic, gender, sexual-orientation, ability, and socioeconomic backgrounds.
Valid California Driver License, reliable transportation, and proof of current automobile insurance are required for field responsibilities.
Must pass employment-eligibility verification and required background clearance.
Must successfully complete and maintain required tuberculosis testing in accordance with Agency requirements.
CPR and First Aid certification are required and may be obtained upon hire.

Nice To Haves

At least one year of experience serving people experiencing homelessness, people with complex health or behavioral health needs, or participants in supportive-housing programs.
Experience with CHAMP and HMIS.

Responsibilities

Manage an assigned ICMS caseload without exceeding 100 percent of a full caseload and adjust service intensity according to each participant's needs, acuity, housing status, and Care Plan.
Accept and process referrals and make reasonable, persistent efforts to contact participants within seven business days of referral or slot assignment.
Complete face-to-face intake activities within seven days of slot assignment, including required program forms, consents, authorizations, opt-ins, participant rights, grievance information, and privacy notices.
Build trusting relationships through a participant-centered, strengths-based, low-barrier, and culturally responsive approach.
Coordinate with referral sources, street outreach teams, interim housing providers, housing navigators, County staff, healthcare providers, and other members of the participant's care team.
Complete a comprehensive face-to-face Initial Assessment using County-approved tools within 30 days of enrollment and enter the results in CHAMP.
Develop an individualized Care Plan within 30 days of enrollment that includes participant-selected SMART goals, action steps, target dates, and expected outcomes.
Complete reassessments and update the Care Plan at least every 90 days, or sooner when participant needs, risks, or circumstances change.
Assess needs across housing, physical health, mental health, substance use, activities of daily living, income, benefits, legal, education, employment, family, social supports, safety, and community functioning.
Support participants with housing eligibility and subsidy documentation, applications, unit searches, viewings, property-management meetings, lease review, move-in coordination, furnishings, and basic move-in needs.
Complete and coordinate subsidy applications within applicable program timeframes, including 14 days after slot entry for project-based voucher matches and 21 days for tenant-based voucher matches.
Educate participants about tenant rights and responsibilities, lease compliance, rent payment, budgeting, unit maintenance, neighbor relations, and communication with property management.
Provide eviction-prevention counseling, advocacy, mediation, reasonable-accommodation support, and referrals to no-cost legal services when housing stability is at risk.
Monitor rental-assistance or subsidy issues through required portals and promptly coordinate with program leadership, payment providers, property management, and County staff when barriers arise.
Maintain regular participant contact and provide at least two documented ICMS services per participant each month.
Complete at least one meaningful in-person encounter per month for participants in the low service-intensity tier and at least two per month for participants in the high service-intensity tier, with additional contact based on need.
Conduct home visits, health and safety visits, field visits, hospital transition-of-care visits, and community-based contacts as appropriate to participant needs and the Care Plan.
Connect participants to primary and specialty healthcare, mental health care, substance-use services, benefits, health insurance, employment, education, transportation, legal assistance, food, identification documents, and other community resources.
Coordinate case conferences and multidisciplinary services with County departments, managed care plans, housing authorities, property management, family or supports authorized by the participant, and other service providers.
Provide crisis intervention and safety planning, follow incident-reporting requirements, and support access to 24-hour crisis resources, overdose-response education, and naloxone.
Support successful transitions and exits by coordinating ongoing housing, healthcare, behavioral health, benefits, and community services and obtaining required County approval.
Maintain accurate, complete, timely, and confidential participant records in CHAMP, HMIS, and other required systems.
Enter services and case notes under the appropriate SMART goal in the participant's Care Plan within three business days of service delivery. Notes must identify the service provided, participant engagement, progress, outcomes, and follow-up actions.
Use the correct CHAMP Service Option and Place of Service and ensure documentation reflects services actually delivered. Never create, backdate, or alter documentation to misrepresent services or meet billing requirements.
Complete monthly Permanent Housing Updates in CHAMP and keep housing status, address, Service Planning Area, move-in and subsidy milestones, and assigned case manager information current.
Maintain required enrollment, consent, assessment, Care Plan, reassessment, incident, case closure, benefits, health-home, insurance, and program participation documentation.
Review data-quality reports, correct identified errors within required timeframes, and submit productivity, outcome, and other reports as assigned.
Protect participant information and comply with HIPAA, applicable confidentiality requirements, universal information-sharing consent limitations, Agency policy, and County requirements.
Attend and actively participate in team meetings, case conferences, performance-improvement activities, required trainings, and regular clinical supervision with an appropriately licensed clinical supervisor.
Maintain an active CHAMP account and complete required ICMS, privacy, safety, documentation, and case-management training within established deadlines.
Represent the Agency professionally in participant homes, housing sites, community settings, partner meetings, and interagency collaborations.
Maintain regular attendance and follow Agency safety, ethics, mission, values, policies, procedures, and supervisory direction.
Perform other duties as needed and assigned.
Provide administrative support or backup coverage as assigned, including phone coverage, file review, document preparation, and participant coordination.
Perform related duties assigned by the Program Manager, Senior Program Manager, Division Director, Deputy Director, or other authorized Agency leadership.