Manager, High Acuity Care Coordination

Urban Alchemy•Portland, OR

9d•Onsite

About The Position

The Manager, High Acuity Care Coordination, serves as a stabilizing presence and clinical mentor for the Care Coordination team in Portland. This role provides intensive, field-based support for "high-acuity" guests—individuals navigating complex behavioral health challenges, chronic trauma, and significant barriers to housing. The High Acuity Care Coordination Manager utilizes a trauma-informed, harm-reduction approach to model compassionate engagement, assist with de-escalation, and advocate for guests within Urban Alchemy’s Interim Housing Sites and/or Outreach Engagements. By bridging the gap between field outreach and client centered systems, this role ensures our most vulnerable guests are treated with dignity while navigating clear, consistent pathways to stability and permanent housing.

Requirements

3+ years in social services, street outreach, or intensive case management, specifically involving high-acuity, chronic, or marginalized populations.
Deep, working knowledge of the Portland Continuum of Care (CoC), local service providers, and established referral pathways.
Demonstrated proficiency in trauma-informed care (TIC), harm reduction models, and de-escalation strategies. Ability to apply these frameworks effectively in unpredictable field environments.
Ability to mentor others, provide constructive feedback, and collaborate across departments to uphold program and compliance standards.
Exceptional capacity to navigate complex systems and advocate for client needs, translating high-acuity challenges into actionable, respectful service plans.
Bachelor’s degree in social work, Psychology, or related field preferred; significant equivalent professional experience will be heavily weighted.
Lived experience with incarceration, homelessness, or recovery is strongly preferred and valued as a vital asset for building authentic rapport with our guests.
Genuine and demonstrated interest in Urban Alchemy’s mission, values, and model
Like to be a team player
Like working in a dynamic environment and can adapt easily to change
Must be able to work compassionately and respectfully with people from all backgrounds
Must be prepared to deal with challenging circumstances related to serving people struggling with poverty, mental health, addiction, and/or homelessness
Must be able to obtain and maintain background clearance based on Urban Alchemy’s policies

Nice To Haves

Lived experience with incarceration and/or homelessness is valued

Responsibilities

Provide direct, on-site guidance to Care Coordinators, modeling effective de-escalation, boundary setting, and trauma-informed communication during critical incidents in interim housing and outreach settings.
Lead the management of the most complex "high-acuity" cases. Conduct thorough, empathetic assessments to identify service gaps and facilitate the creation of personalized stabilization plans that respect guest autonomy.
Facilitate structured case conferences for the highest acuity guests, convening internal team members and external service providers to align on stabilization goals, troubleshoot service gaps, and establish a unified care plan. Ensure that all case conferencing activities prioritize the guest's voice and autonomy while maintaining clear, consistent communication across the support network.
Serve as the primary liaison between field teams and external support systems (e.g., medical providers, mental health clinics, city partners, service providers, and the CoC). Leverage deep professional networks to advocate for equitable guest access and navigate system barriers.
Oversee the quality of high-acuity case documentation, ensuring all records reflect the nuances of guest experiences and meet both internal quality standards and grant compliance requirements. Participate in organizational review processes to ensure consistency and data integrity.
Facilitate "in-the-moment" coaching to strengthen the team’s collective toolkit in client centered care, crisis intervention, and behavioral health awareness.
Facilitate post-incident debriefs to provide emotional support and professional guidance, fostering a resilient team culture that prioritizes staff wellness alongside guest service. Ensure all activities align with contract, grant, and regulatory requirements specific to Urban Alchemy policy and the Portland region. Maintain meticulous records of event plans, partner agreements, and incident reports.
Use emotional intelligence to effectively engage and connect with others
Attend orientation and any additional training required by Urban Alchemy or our funders
Follow all Urban Alchemy’s policies and procedures
Perform other duties as assigned by direct supervisor