Street Outreach Case Manager

Heartland Alliance Health•Chicago, IL

10h•Hybrid

About The Position

Heartland Alliance Health’s (HAH) mission is to transform health and well-being for the most vulnerable, particularly people experiencing homelessness, mental illness, or addiction, or struggling with multiple chronic conditions by providing integrated healthcare, housing support, social services, and community connection that improve lives and strengthen our community. The Street Outreach Case Manager is responsible for engaging individuals and families experiencing homelessness in the community, connecting them to needed services, and providing non-clinical support and advocacy. This position works both in the field and at the Drop-In Center, utilizing a participant-led, low-barrier approach to identifying needs, setting goals, and connecting individuals to appropriate resources and support.

Requirements

Bachelor’s degree in social work, Human Services, Public Health, Psychology, or a related field — minimum 1 year of relevant experience required
Associate's degree in a related field — minimum 2–3 years of relevant experience required
High school diploma or GED equivalent required. A minimum of 4–5 years of demonstrated experience in case management, social services, community health, or a related human services field may be considered in lieu of a college degree.
Experience working with individuals experiencing homelessness, mental illness, addiction, or other vulnerabilities is strongly preferred across all pathways.
Strong interpersonal and communication skills, both verbal and written, including the ability to write clear and accurate reports, case notes, and professional correspondence via email.
Proficiency in Microsoft Word and Microsoft Excel required; ability to learn and use program databases including Athena for documentation.
Ability to communicate clearly and professionally in person, by phone, and by email.
Strong organizational skills and ability to manage multiple tasks and priorities.
Ability to work effectively and collaboratively in a team environment.
Ability to work with diverse populations with complex needs without personal bias or judgment.
Excellent problem-solving, resource development, and crisis intervention skills.
Fluency in a second language may be required depending on the community served.
May be required to have access to a personal vehicle and use it for organizational purposes, including travel throughout the service area and transporting individuals. Willingness and ability to travel throughout the Chicago-land area is required.
Commitment to client-centered, trauma-informed, and harm reduction approaches.
Ability to work effectively in a fast-paced, dynamic team environment.
Demonstrates cultural humility and sensitivity when working with diverse communities.
Ability to engage individuals without personal bias or judgmental attitude.
Strong communication skills — able to convey information clearly in person, by phone, and in writing including email and electronic documentation systems.
Reliable, punctual, and accountable to program and organizational standards.

Responsibilities

Conducts street outreach throughout the designated service areas to identify and engage individuals in need of services.
Caseload size is determined by program need and funder requirements and is subject to change. Current caseloads are typically maintained at a manageable level consistent with quality care standards.
Build trusting, non-judgmental relationships with individuals and connect them to program services.
Engages individuals, families, and groups using a client-centered, strength-based approach free of bias or personal judgment.
Respond to and follow up on referrals for outreach services in a timely manner.
Assists in the operation of the drop-in center, including welcoming individuals, maintaining a safe and welcoming environment, and supporting daily activities and service enhancements.
Conducts initial needs assessments to identify individuals' social service, housing, benefits, and health-related needs.
Develops and maintains individualized service plans in collaboration with individuals, focused on their goals and access to resources.
Coordinates referrals and linkages to medical health, housing, vocational, benefits, entitlements, and other social services.
Advocates on behalf of individuals to access needed services and resources.
Assist individuals with activities of daily living including, but not limited to, grocery shopping, money management, hygiene, and household resources as needed.
Follows up with individuals and service providers to ensure continuity of care and resource access.
Participates in case conferences and multi-disciplinary team meetings to coordinate services and share information.
Identifies and responds to emergency or crisis needs of program individuals in the field and at the drop-in center.
Utilizes de-escalation techniques and violence prevention skills to ensure a safe environment for individuals and staff.
Connects individuals in crisis to appropriate emergency services and follow-up support.
Accurately and timely completes all required forms, case records, statistical reports, and data entry into the agency’s Electronic Health Records and the funders' database system.
Submits all documentation to the supervisor/manager within designated timelines and in accordance with program guidelines and contractual obligations.
Meets productivity standards as determined by program and/or contractual requirements.
Maintains confidentiality of participant information in compliance with applicable laws and organizational policies.
Participate actively in team meetings, supervisory sessions, in-house and external training sessions, conferences, seminars, and independent study.
Develops and maintains appropriate relationships with external social service providers, community organizations, and other service agencies.
Works with supervisors to develop new program components such as group activities and service enhancements.
Shares skills, knowledge, and experience with the multi-disciplinary team.
Adheres to professional standards as outlined by organizational policies, program guidelines, and applicable regulatory requirements.
Transportation of program individuals and/or organizational property may be required.
Assistance with drop-in center operations including setup, light cleaning of common areas, inventory, and receiving and moving supply boxes and materials (must be able to lift up to 40 lbs).
May be required to visit individuals in their homes, shelters, or community settings.