Case Manager – Shelter Services
Location: Queens, NY
Pay Rate: $24.03
Status: Non-Exempt
Reports To: Director of Social Services / Program Director
Position Summary
The Case Manager provides on-site, person-centered, strengths-based case management services to a caseload of approximately 20–25 clients in a residential shelter setting. The primary objective of this role is to support clients in achieving stability, self-sufficiency, and successful transition into the community.
This position is responsible for intake assessments, service planning, counseling, case management, referrals, and aftercare services. The Case Manager collaborates with interdisciplinary staff to ensure coordinated service delivery and alignment with organizational mission, values, and program goals.
Key Responsibilities
Responsibilities include, but are not limited to:
Conduct intake assessments and identify immediate client needs, including crisis intervention when appropriate
Utilize assessment tools (e.g., CARES) to evaluate client needs and determine appropriate service referrals
Orient clients to program rules, expectations, and available services
Develop and implement Individualized Living Plans (ILPs) in collaboration with clients and service providers
Complete psychosocial assessments within required program timeframes (e.g., within 30 days of intake)
Provide ongoing case management, including regular client meetings (weekly/bi-weekly or as needed)
Track, monitor, and document client progress toward goals
Assist eligible clients with applications for public benefits, including Public Assistance
Support employment readiness and connect clients to job development and training resources
Refer clients to internal and external resources based on identified needs
Maintain accurate, timely, and confidential case records, including progress notes and incident documentation
Ensure confidentiality of all client information in accordance with applicable laws, including Health Insurance Portability and Accountability Act
Report critical incidents immediately to the Director of Social Services or designated supervisor
Collaborate with Housing Specialists, Employment staff, and other providers to support housing and employment readiness
Provide advocacy and support when clients engage with external service providers
Deliver aftercare and follow-up services for up to one year post-discharge, as applicable
Maintain professional relationships with community-based organizations to support referrals and service coordination
Treat all clients, staff, and visitors with dignity, respect, and professionalism
Perform additional duties as assigned
Qualifications
Bachelor’s degree in Social Work, Psychology, Sociology, or related field with at least 2 years of relevant experience; or
Associate degree in Human Services or related field with at least 4 years of experience; or
High School Diploma or GED with at least 8 years of relevant social service experience
Certifications & Requirements
Must be authorized to work in the United States
Valid driver’s license preferred
CPR/First Aid certification required
Employment is contingent upon successful completion of a background check, conducted in compliance with applicable federal, state, and local laws.
Skills & Competencies
Commitment to dignity, respect, and equitable treatment of all individuals
Alignment with organizational mission, vision, and core values
Strong written and verbal communication skills
Ability to maintain confidentiality and handle sensitive information appropriately
Strong organizational skills with attention to detail and accuracy
Ability to work independently and collaboratively within a multidisciplinary team
Effective crisis intervention, conflict resolution, and problem-solving skills
Ability to remain calm and effective in high-pressure situations
Knowledge of community resources and social service systems
Proficiency with Microsoft Office and database systems
Ability to manage multiple priorities in a fast-paced environment
Cultural competence and ability to work with diverse populations
Bilingual (Spanish/English) preferred
Physical Demands
Ability to sit or stand for extended periods (up to 8 hours)
Frequent walking, bending, and light lifting
Ability to navigate stairs and move throughout facility settings
Ability to travel between assigned sites as needed
Work Environment
Work is performed in a residential shelter and office environment
Schedule may include evenings, weekends, holidays, and occasional overnight coverage
Role may involve responding to crisis situations requiring immediate attention
Equal Employment Opportunity Statement
We are an Equal Opportunity Employer committed to providing a workplace free from discrimination and harassment. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, gender identity or expression, sexual orientation, marital status, veteran status, or any other protected characteristic under applicable federal, state, and local laws, including Title VII of the Civil Rights Act.
