Case Manager - Care Center

Job Title: CARE Center Case Manager

Department: Community Programs

FLSA Status: Non-Exempt

Reports To: CARE Center Program Manager

Hours: Wed-Sat 10:30am- 9pm, or Sun-Wed 10:30am-9pm

POSITION SUMMARY:

This position is based at Hill Country’s urgent mental health resource center, the CARE Center (Counseling and Recovery Engagement Center), which is located in downtown Redding and open 365 days/year from 12pm-9pm on weekdays, and 11am-9pm on weekends and holidays. All services and resources are available cost-free to anyone. Most people seeking help at the CARE Center present with urgent mental health or trauma-related concerns, very serious relationship problems, suicidal thoughts, addiction-related difficulties, or other complicated life stressors. Many are seeking help with basic needs and some people come in frightened, sorrowful, frustrated, or highly agitated. We serve all ages and everyone is welcome.

Case Managers work together with clinicians and other case managers to provide prompt, professional and compassionate assistance to people seeking help on a walk-in basis. Case Managers evaluate clients’ needs and develop action plans that address safety concerns, recovery support needs, follow up care needs, and other basic necessities for survival, stability, and restored wellness. CARE Center staff embrace complexity and work together with clients to develop wellness and recovery plans and provide a variety of groups that support recovery and social connection. The CARE Center has an immediate and profound impact in our community, both through direct, intensive work with individuals and through collaboration with other organizations to improve our local continuum of care. The CARE Center team works collaboratively in these efforts, including working directly with other agencies toward the shared goal to prevent suicide, violence, and overdoses; promote stabilization and recovery from mental health conditions and substance abuse; and reduce unnecessary and costly emergency room visits and arrests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned, which may become essential to the position. This position demands instant rapport-building with strangers in vulnerable mental states, engagement and assessment skills, de-escalation skills, knowledge of and navigation of community resources, and the ability to work closely with the members of a care team. A central aim is to provide exceptionally caring and effective interventions to improve outcomes for people experiencing thoughts of suicide, traumatic stress, serious mental illnesses, addictions, and severe life stressors. A secondary aim is to aid other care systems involved in crisis management to improve prevention, early intervention, crisis responses, and transitions in care. Essential duties are detailed below:

• Provide direct case management and recovery support services to persons/families in a safe, professional, and culturally competent manner. Work together as a team with the other case managers and clinicians to:
  • Safely initiate contact and establish positive rapport with clients/potential clients.
  • Assess safety and mental status, provide crisis intervention and mental health first aid, facilitate de-escalation of intense emotional states, and activate capacity for problem solving and planning.
  • Use motivational interviewing techniques and other strategies to engage clients in appropriate services and support systems. This includes identifying areas of need, activating strengths and resources, and developing goals and action plans.
  • Express empathy, encouragement, emotional support, and facilitate problem solving
  • Actively participate in the creation of a positive work culture for the benefit of both the employee and the team.
  • Participate in team-based interventions to intervene and redirect challenging client behavior.
  • Utilize a “harm reduction” approach in case management to reduce harm and improve the safety, security, and wellbeing of our clients.
  • Aid in obtaining emergency care as needed (e.g., medical, psychiatric, other)
  • Advocate for clients as needed to obtain urgent psychiatric or health care, housing, public benefits, and other community resources
  • Assist clients in obtaining basic needs for survival and stability (e.g., food, clothing, shelter)
  • Assist clients in gaining access to outpatient mental health or addiction care, respite care, or residential treatment; advocate as needed when conservatorship procedures are appropriate
  • Assist clients in obtaining medications and other necessities for stability and recovery
  • Help clients find transportation resources
  • Assist clients in finding and using opportunities and community resources to support stabilization, recovery, long term wellness, and improve quality of life
  • Complete comprehensive needs assessments.
  • Assist clients in developing crisis prevention plans or wellness & recovery action plans (WRAP)
  • Facilitate individual and group recovery support activities, daily living skill development, social skill development, conflict resolution, and pursuit of goals such as employment, education, or volunteering.

• Work creatively with other Hill Country team members to implement a “whatever it takes” approach to support stabilization, resilience, wellness and recovery among clients. This includes active participation in team meetings, daily communication with team members and other program staff, collaborative problem solving with community partners, and advocacy in the broader community. In general, being proactive and invested in fulfilling the agency mission, vision, and program goals is expected. This includes being aligned with Hill Country’s values and philosophy of care.

• Complete timely (within 24 hours) electronic documentation of all phone and in-person interactions, assessments, interventions, and services provided

• Develop positive rapport and effective collaborative relationships with all Hill Country staff, SCHHS Adult Services staff, law enforcement and emergency service personnel, emergency room staff, social service providers, businesses, and other community agencies and individuals

• Develop and share knowledge and expertise about community resources, public benefits programs, work/volunteer opportunities, etc.

• Take initiative to increase professional competence by seeking out and participating in training and educational opportunities

• Participate in short- and long-term planning and development of agency programs

• Attend weekly team meetings, quarterly all staff meetings and other meetings and in-services, as appropriate

• Complete other projects and tasks assigned

BEHAVIORAL STANDARDS:

• Adheres to Policies & Procedures
• Participates in team systems
• Performs duties ethically
• Maintains client confidentiality
• Demonstrates ability to re-prioritize duties as the need arises
• Uses time efficiently
• Be responsible for co-workers & client satisfaction
• Displays flexibility in accepting, changing or carrying out assignments
• Maintains a neat, clean & safe work environment throughout the facility
• Performs job duties in a quality manner

QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

A bachelor’s degree in social work or related field is preferred. May substitute relevant employment and experience for education with the expectation of continued education and training.

Certificates and Licenses:

Within 30 days: Mental Health First Aid certificate, Suicide Prevention Training certificate, and Drug Overdose Prevention training (including Narcan administration). CPR and First Aid certificate. Must have a current and clean CA driver’s license. Must be a safe driver with no history of DUI or reckless driving.

Language Ability:

Must have excellent communication skills. Ability to speak publicly and one-on-one in an effective and persuasive manner. Ability to read, write, analyze, and interpret complex documents. Effective verbal and non-verbal communication in highly stressful and sensitive situations in many locations. Must be able to write professional records of service provided to enable evaluation of the program and services provided. This includes grammatically correct, concise, and accurate documentation in a provided spreadsheet and electronic health records.

Math Ability:

Basic math skills

Reasoning Ability:

Must have very high reasoning skills to rapidly collect complex information, define problems, establish facts, draw valid conclusions, and initiate appropriate actions

Computer Skills:

To perform this job successfully, an individual should have good working knowledge of Windows operating systems, Microsoft Office Suite - Word, Excel, Outlook, and Internet browsers and related software. This position necessitates proficiency in documentation in the agency’s electronic health records and scheduling systems.

Equipment Skills:

Proficient with standard office equipment including computers, copiers, fax machines, printers, and multi-line telephone systems. Must be an experienced driver and comfortable driving a large vehicle with passengers who may be distressed or unpredictable in their behavior.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is based out of a shared office located at Hill Country’s CARE (Counseling and Recovery Engagement) Center in downtown Redding. Daily use of agency-provided phones and computers. An office space is provided. Noise and lighting levels vary depending upon the setting.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee will frequently stand, walk, sit, use hands to write, and reach with hands and arms. Employees may occasionally climb or balance, stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds with assistance. Employees must regularly utilize close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employees will get in and out of vehicles; must step down onto roadways and curbs and walk on uneven surfaces in a variety of settings. Employees may physically assist clients by offering a hand/arm for balance assistance while stepping into or out of a vehicle or to stabilize balance. Physical lifting of persons, even with assistance, is not expected. Physical restraint techniques or other physical contact that is undesired or that may be perceived as coercive or restrictive is prohibited.