Resident Experience and Family Crisis Intensive Case Manager

Sulzbacher Center•Jacksonville, FL

8d•Onsite

About The Position

The Resident Experience and Family Crisis Case Manager (REFCCM) plays a crucial role in the daily operations of a homeless shelter, focusing on facilitating the smooth entry of new guests and enhancing the overall resident experience through programming and support. This position involves managing all aspects of guest intake, including paperwork, medical screening, and orientation. The REFCCM is responsible for planning and executing various programs and events, such as peer support groups, game nights, and life skills classes, in collaboration with internal teams and external partners. Additionally, the REFCCM administers crisis funds for families requiring non-congregate shelter, providing case management, wrap-around support, and developing pathway plans to stable housing. This role requires strong computer skills, a deep understanding of case management principles, excellent interpersonal abilities, and comprehensive knowledge of local resources. The REFCCM interacts with clients in a manner that promotes health, respect, clear communication, and positive self-regard.

Requirements

Bachelor’s Degree in related field or 3 years work experience with comparable population.
Demonstrated ability to work with vulnerable client populations.
Excellent interpersonal and customer service skills.
CPR certification.
Competent with Word, Excel, and other client related programs used at the center.
Supports and clearly communicates the mission of the center.
Ability to establish good working relationships with guests, co-workers, volunteers and visitors to the center.
Ability to pass a Level II Background Screening.

Nice To Haves

FSCJ Human Service interns, volunteers, and coordinates training to build skill such as peer support training.

Responsibilities

Oversee all aspects of the new guests’ entry into the shelter including screening for appropriateness, paperwork, medical screening, and attendance to immediate needs.
Presents cases requiring review before entry to intake review team from a strength based perspective.
Oversee all aspects of the guest orientation program including content and facilitation of daily meetings.
Orders birth certificates for clients upon approval.
Coordinate with on site partners for resident programming including: Operation New Hope, New Dawn, Chandler’s Hope, and any other partners providing on site programming.
Coordinate with off site partners and volunteers to provide programming: FSCJ Human Services program, LSF OIFSP program, and any other partners in programming or staff education.
Plan and execute monthly staff and volunteer led events such as bingo, game night, career night.
Work with Human Service Administrator to manage crisis family non congregate shelter program.
Screens and intakes families into crisis non congregate shelter including collection of documents and enrollment into HMIS.
Arranges hotel stays, tracks entry and maximum allowable nights of service, dollars spent, and other program data.
Provides case management services to families in non congregate shelter during their shelter stay, including service needs assessments, service referrals, and pathway plan.
Input all required data into Client Track within 24 hours.
Participates in all required meetings and trainings.
Cultivate a positive working relationship between the Men’s Team, Women’s Team and the other Shelter Teams including Food Service, Health Services, and Maintenance.
Compile monthly reports and statistical data as required.
Maintain high level of communication regarding policies, regulations, and ongoing events by conducting meetings, writing in the daily log, distributing memos, and utilizing the voice mail system.
Other duties as specified by the Human Service Administrator.