Veteran's Housing Case Manager 2

Description

ABOUT THE POSITION:  The Veterans Housing Case Manager is a senior level position requiring a higher level of responsibility, applying advanced subject knowledge, and exercising significant independent judgment and initiative. The Veterans Housing Case Manager II is expected to share knowledge, function as a resource, and serve as a guide to other Veterans Case Managers in the agency. An incumbent in this position may work in either emergency or housing services. Those in Emergency Services work a caseload of individual program participants experiencing homelessness, many of whom have multiple barriers (i.e., serious mental illness, substance use disorders, chronic health conditions, frequent contact with law enforcement, etc.). They engage and develop relationships with participants and provide trauma-informed support services so that secure, stable, and permanent housing may be   achieved. This is a unionized position, represented by Local 8 of the Office and Professional Employees International Union (OPEIU).

ABOUT THE PROGRAM:  In partnership with the King County Veterans Program, Blaine Veterans Center is a 24-hour enhanced shelter for thirty-six male-identifying veterans. Participants have individual dedicated sleeping areas. Services include three meals a day, laundry, showers/hygiene, bus tickets, personal storage, kitchenette, phone and Wi-Fi use, computers, and TV. The program is staffed around the clock for safety and support. On-site housing navigation support is provided by Compass case management and coordinates with King County Collaborative Case Management Program services, and skill development opportunities. We help participants eliminate barriers of instability and to move towards being stable and permanently housed.  

ABOUT THE ORGANIZATION: Compass Housing Alliance develops and provides essential services, shelter, and affordable housing so that everyone in our community has a safe place to call home. We envision a world in which every person lives in a safe and caring community. Compass offers an open, supportive, and challenging work environment committed to promoting the dignity and well-being of each person that we serve. We recognize the value that different perspectives and cultures bring to the organization. All employees are expected to make efforts in their work and in their conduct to be welcoming to all. As of 2026, Compass Housing Alliance is a division of Lutheran Community Services Northwest (LCSNW). After years of affiliation and partnership, Compass and LCSNW joined together as one organization aligned in our shared values: compassion, love, health, justice, and hope. By combining LCSNW’s network of health and human services and Compass’s expertise in affordable housing and emergency services, we can provide holistic support to the communities we serve.

LOCATION: Lower Queen Anne Neighborhood (Seattle, WA) 

REPORTS TO: Case Manager Supervisor 

FLSA STATUS: Non-Exempt

SCHEDULE: Monday-Wednesday, Friday 9:30am-5:30pm, Thursday 8:30am-4:30pm; Monthly staff meeting 1st of every month

MEAL PERIOD: Paid (30 minutes)

SALARY RANGE: $32.03 per hour (level 2)  

Starting full-time benefits package includes medical/vision/dental insurance (at low or no monthly cost), Orca transportation card, $500 towards a health Flexible Spending Account, retirement plan, Employee Assistance Program (free mental health counseling), up to 4 weeks of Paid Time Off (PTO), up to 12 days of floating holiday leave, and up to 9 days of holiday work pay.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties, responsibilities, and activities may change or be assigned at any time. The employee in this position must be able to read, write, and understand English.

Engagement & Assessment

• Provide trauma-informed case management utilizing motivational interviewing and strength-based techniques to assigned participants.

1. Establish goals and objectives.
2. Monitor achievements through regular meetings.
3. Identify barriers and steps necessary to overcome obstacles.
4. Provide information, referrals, and direct advocacy as needed, utilizing internal and external resources.

• Write clear, objective, and accurate client file case notes of significant interactions, including stability plans, and all other required forms and paperwork including logs, records, reports, and statistics, as requested. Perform documentation (following DAP protocol) and input data in the Clarity Homeless Management Information System (HMIS) and other organizational data and case management systems.
• Assess participant housing histories, barriers, and resource/support needs (e.g., food, health, transportation, etc.) and opportunities (e.g., family, friends).
• Per program policy, complete intake and needs assessment (may be in person or by phone and may include collaboration with referring agencies), housing stability plan, VI-SPDAT and orientation to program.
• Assess eligibility for permanent housing resources, such as deposit/move-in financial assistance, rapid rehousing, affordable housing, and permanent supportive housing. Or develop and implement community programs supporting housing stability, wellness, and promote meaningful daily activities for residents, which could include groups, classes, workshops, and special events with the support of the Program Manager.
• Develop a plan with program manager to utilize program based flexible client relocation and assistance funds in a way that emphasizes equitability not equality
• Identify need for interim or bridge housing, link as requested and available.
• Provide information, referrals, and direct advocacy as needed, utilizing internal and external resources.
• Link participants with services intended to address significant barriers to housing stability – e.g., mental health services, chemical dependency services, primary health services, legal services, employment and/or educational supports.
• In a collaborative manner, coordinate with internal and external agency representatives to ensure clients are resourced according to their needs.
• Build and maintain positive relationships with a network of community providers and services to address and advocate for client needs. 
• Work with supervisor to devise and implement corrective action plans for participants failing to meet goals.
• Work with program management on situation assessment and follow-up. 
• Daily activities are varied, and the day may be interrupted by emergencies or other daily events.
• Mediate conflicts provide de-escalation and crisis intervention, model appropriate problem solving; and refer to appropriate services as needed.
• Provide milieu management as well as support to the program team in daily operations of the facility.
• In coordination with Program Manager and/or Coordinator, develop and facilitate life skills trainings and other relevant workshops.
• Build and maintain positive relationships with coworkers and team members. 

Housing Search & Placement

• Develop relationships with property managers (and landlords in emergency services), assisting in breaking down barriers to create pathways to housing. 
• Utilize available landlord information and referral resources to identify and access private market housing that will accept housing subsidies or that provide below-market rents; establish and develop additional private market landlord resources to supplement these other sources.
• Help participants to tour neighborhoods and properties; provide and discuss options as part of selection decision.
• Assist participants with obtaining the resources necessary to apply for and move into housing (e.g., application fees, security deposit, first month rent, furnishings, etc.).
• Help participants to complete and submit required housing applications and other materials; help participants to prepare for housing interviews or other housing application meetings.
• Assist participants with move-in to new housing, and with transitioning supports to other provider or other community resources.
• Participate in follow up support after the participant has been placed in housing to ensure stability and reduce the likelihood of that participant returning to homelessness.

Guidance & Administration

• Assist program team members with ongoing continuous quality improvement to enhance program operations, including problem solving, helping to develop program systems or procedures, or participating in or facilitating team workgroups and agency workgroups related to job focus. 
• Assist with the onboarding of new housing case managers (mostly at hired site but not limited to this location).
• Serve as a leader to other housing case manager in the agency especially those at the housing case manager I level.
• Provide onsite guidance, instruction, and leadership to program team members to help create a cohesive team environment.
• Assist in the development of housing stability and case management policies and procedures. 
• Communicate and train others on housing and case management policies and procedures.
• Ensure that knowledge is shared and embedded across the agency.
• May be assigned as a trainer in agencywide trainings related to job focus (such as Insights, Case Management, Motivational Interviewing among others). This may include the development of new modules or updates to existing trainings.   
• May be required to assist management in running monthly, quarterly, and/or annual reports and conducting metrics analysis (e.g., HMIS).
• May assist with the interview and selection process of new hires.
• May be asked to be the lead for monthly housing case manager department (Emergency Services/Housing Services) meetings.
• May be assigned as the point of contact for such things as the ES Vouchers – single point of contact with outside agency – this includes coordination with that agency.
• May assist in completing quarterly evaluations for volunteers and/or interns (AmeriCorps).
• May assist in the development of leadership skills in volunteers and/or interns by allocating and delegating responsibilities that will increase and develop competencies. Guide and assist as they take on these roles.

Leadership

• Recognize the value that different perspectives and cultures bring to the organization. 
• Maintain a favorable working relationship with all other agency employees to foster and promote a cooperative and harmonious working climate.
• Work as a team in remaining current with available housing resources and sharing housing resources with other agency housing case managers.
• Project a favorable image of the organization to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor. 
• Perform all duties and responsibilities in a timely and effective manner in accordance with established agency policies to achieve the overall objectives of this position.
• Site responsibility when program management is not present.

SUPERVISORY RESPONSIBILITIES

None

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to remain flexible to handle the crisis of the day. 
• Team player who is resourceful, proactive, and comfortable working with diverse populations.
• Demonstrated ability to perform job duties within the context of complex regulations and definitions and to complete extensive technical documentation.
• Working knowledge of the following evidence-based practices: harm reduction, motivational interviewing, and strength-based case management.
• Demonstrated knowledge of local resources and services for individuals who are experiencing homelessness. 
• Demonstrated knowledge of best practices in de-escalation, crisis intervention and stabilization skills.
• Demonstrated ability to maintain a caseload, provide case management, crisis counseling, advocacy, and referral services to guests.
• Ability to enter data accurately; create log entries and case notes; prepare written reports and generate statistical reports.
• Ability to set and maintain boundaries in a professional manner.
• Ability to follow agency policy and procedures to maintain safety and security within the facility.
• Promote a team environment that values, encourages, and supports differences.
• Relate openly and comfortably with people from all backgrounds while valuing different points of views. 
• Ability to work in fast-paced environment with frequent interruptions and crisis situations.
• Majority of work centers on direct case management services and procedures that require a high degree of confidentiality, tactfulness and respect for clients from a variety of economic and ethnic backgrounds.
• Record keeping skills; ability to obtain and maintain accurate, detailed and confidential notes and client files specific to program requirements.
• Ability to motivate, enthuse, inform, and develop others to improve capability levels within the team
• Work independently and as part of a team, particularly to exercise sound decision making in the absence of supervision, with strong collaboration skills.
• Model sound interpersonal boundaries and emotional intelligence. 
• Excellent written and verbal communication skills with ability to communicate effectively about technical problems and solutions.
• Strong problem solving, time and project management skills are required to be successful in this role. 
• Aptitude for learning new technology skills with Microsoft products and other internet-based software. 
• Ability to learn new functions on office equipment and devices (printer, scanner, projector, mailing machine, copier).

EDUCATION AND/OR EXPERIENCE

• A minimum of 3 years of case management experience with a minimum of 1-year (of the 3 years) case management experience in a Compass program.
• A minimum of 3-4-years of case management experience if have no experience in a Compass program. 
• Education and experience that demonstrates competency with issues of housing insecurity, mental health, substance use, sexual assault and/or domestic violence, required.
• Awareness and/or training around belonging, compassion, and meeting people where they are, desired.
• Experience working in an environment where language may be a barrier, desired.
• Current WA State Food Handlers Permit, desired (If not current, will be sponsored within 1-month of hire). 
• Certain positions will require driving related qualifications. Driving related qualifications include: Valid WA driver’s license, proof of car insurance, and a driving record that meets Compass standards. 
• Work experience is a key factor for success in this role. In addition, success in this role requires a passion for knowledge and drive for continuing professional development or education.

Requirements

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.
• While performing the duties of this job, the employee is regularly required to talk and hear. 
• The employee is frequently required to stand, walk, use hands to finger/ handle/feel/type, and reach with hands and arms. Requires the ability to occasionally push, pull, lift and/or carry supplies up to 20 pounds. 
• Work takes place in a housing/shelter/social services environment where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are required.
• Travel to program sites and meetings outside the office and around the county are necessary.
• Mental efforts like attention to detail, interacting with others in-person and through email, using critical thinking skills to strategize, develop and implement business plans, create, and edit documents, listen, and participate verbally at meetings. 
• In compliance with the ADA Amendment Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at [email protected].

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is normal. Compass programs are housed within a human services environment in the Greater Seattle area. Our diverse client/guest/resident community includes many single, formerly homeless adults who lack any family support system. Compounding the constraints of poverty, our community includes individuals who are physically and/or mentally disabled, persons living with AIDS, those who struggle with chemical dependencies, veterans, and vulnerable, elderly adults. Working at Compass will mean that you will be in close proximity to the people we serve. 
• Employees can reasonably be anticipated to come in contact with hazardous chemicals, blood borne pathogens (BBP), and other potentially infectious materials (OPIM) which require following basic safety precautions. Regular training will be provided by Compass that covers all elements of the occupational exposures, such as BBP, OPIM, and hazardous chemicals, expected to be found in the work environment. 
• This position may be eligible for occasional or minimal remote work per manager approval based on position requirements and program needs. 
• Compass facilities are monitored with camera surveillance equipment for safety and security purposes. The cameras will generally be utilized only in public areas where there is not a reasonable expectation of privacy. However, please be aware that in our housing facilities, some residents may choose to utilize their own private surveillance equipment within their units.