ICM Case Manager

Special Service for Groups- HOPICS•Los Angeles, CA

1d•Onsite

About The Position

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 Case Manager supports participants from referral and engagement through permanent housing placement and long-term housing retention. Services follow Housing First, harm reduction, trauma-informed care, and cultural humility principles and must comply with Agency, Los Angeles County, program, privacy, documentation, and funding requirements. The role includes managing an assigned caseload, conducting outreach and intake, completing assessments and individualized Care Plans, supporting housing navigation and tenancy stability, coordinating healthcare and community resources, responding to crises, and documenting services in CHAMP, HMIS, and other required systems. The position works under the direction of the Program Manager and includes field work throughout Los Angeles County, regular travel, and occasional evening or nontraditional hours based on approved program and participant needs.

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.
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.
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 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.
Ability to travel between service locations and conduct home and community visits.
Ability to frequently sit, stand, walk, drive, listen, speak, use a computer, and carry items weighing up to 25 pounds.
Ability to manage a complex caseload, prioritize competing deadlines, process detailed information, respond to crises, and maintain focus and accuracy during interruptions.
Ability to maintain professional boundaries, sound judgment, confidentiality, and adaptability while working with participants who may have complex needs.

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 is preferred.
Experience with CHAMP and HMIS is preferred.

Responsibilities

Manage an assigned ICMS caseload, adjusting service intensity according to participant 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 forms, consents, authorizations, opt-ins, participant rights, grievance information, and privacy notices.
Build trusting relationships using participant-centered, strengths-based, low-barrier, and culturally responsive approaches.
Coordinate with referral sources, outreach teams, interim housing providers, housing navigators, County staff, healthcare providers, and other care-team members.
Complete County-approved face-to-face Initial Assessments within 30 days of enrollment and enter results in CHAMP.
Develop individualized Care Plans within 30 days of enrollment, including participant-selected SMART goals, action steps, target dates, and expected outcomes.
Complete reassessments and update Care Plans at least every 90 days or sooner when needs, risks, or circumstances change.
Assess participant needs across housing, health, behavioral health, substance use, daily living, income, benefits, legal matters, education, employment, family, social supports, safety, and community functioning.
Assist 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 specified project-based and tenant-based voucher deadlines.
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 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 the required monthly in-person encounters according to each participant's service-intensity tier, with additional contact based on need.
Conduct home, health and safety, field, hospital transition-of-care, and community-based visits as appropriate to participant needs and the Care Plan.
Connect participants to healthcare, behavioral health, substance-use services, benefits, 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, participant-authorized family or supports, and other providers.
Provide crisis intervention and safety planning, follow incident-reporting requirements, and support access to 24-hour crisis resources, overdose-response education, and naloxone.
Coordinate successful transitions and exits, including ongoing housing, healthcare, behavioral health, benefits, and community services, and obtain 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 Care Plan SMART goal within three business days of service delivery, documenting the service, engagement, progress, outcomes, and follow-up actions.
Use the correct CHAMP Service Option and Place of Service and ensure documentation reflects services actually delivered; do not 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 errors within required timeframes, and submit productivity, outcome, and other assigned reports.
Protect participant information and comply with HIPAA, confidentiality requirements, consent limitations, Agency policy, and County requirements.
Attend and 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 by 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.
Provide administrative support or backup coverage as assigned, including phone coverage, file review, document preparation, and participant coordination.
Perform other related duties as assigned by Agency leadership.