Resident Experience and Family Crisis Intensive Case Manager

Job Title: Resident Experience and Family Crisis Intensive Case Manager

Department: Human Services Men’s Campus

Reports To: Human Service Administrator

FLSA Status: Exempt

Hours: Full-time

The role of the Resident Experience and Family Crisis Case Manager in the homeless shelter environment is to facilitate the smooth operation of several key daily shelter activities. This position requires a caring individual with excellent interpersonal skills. The REFCCM is responsible for all aspects of the new guests’ entry into the shelter including paperwork, medical screening and orientation, as well as to plan and execute programming that will enhance the resident experience. This position is responsible for coordinating with partners such as Operation New Hope, New Dawn, Lutheran, and FSCJ to execute shelter programming including but not limited to: peer support groups, game night, resident parties, career night, life skills classes, and any other event or partnership that would enhance shelter experience and improve outcomes for guests. In addition to shelter resident experience, the REFCCM administers crisis funds for family non congregate shelter. The REFCCM works with families who are literally homeless and unable to obtain space in an existing shelter to provide 30 days of non congregate hotel stay while providing case management and wrap around support, including creating and managing a pathway plan. The REFCCM will rapidly assess service needs, make referrals, and create a transition plan for the family to exit into stable housing, transitional housing, or emergency shelter. This position requires competent computer skills, a thorough understanding of case management goals and objectives, excellent interpersonal skills, and a thorough knowledge of the resources available across the Jacksonville Continuum of Care. As one of the guest’s most personal and direct staff contact, the REFCCM interacts with clients in a way that fosters health, mutual respect, clear communication and positive self-regard.

This job does not have direct staff supervisory responsibility. This job supervises FSCJ Human Service interns, volunteers, and coordinates training to build skill such as peer support training.

Resident Experience and Family Crisis Case Manager is sensitive to emotional, spiritual and practical needs of resident, families, guests and staff members in all interactions. Provides positive feedback and comments about the quality of work and effort to coworkers and supervisors. Adjusts priorities and schedules to meet specific customer needs. Reports and/or corrects problems related to safety, cleanliness and comfort of clients and work areas. Universal Precautions and Infection Control techniques are followed. Understands their own role in facility safety plans and procedures related to fire, weather and other disasters is demonstrated.