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Choice Case Manager

Job Title: Choice Case Manager
JD# RS6 
Department: Resident Services
Reports To: Choice Lead Case Manager 
FLSA Status: Exempt 
Approved Date: 2021 

Job Summary
Responsible for providing intense case management to the families who formerly lived at Chouteau Courts by assessing the family's needs; developing an individualized plan for each family member; providing resources and referrals as needed; tracking referrals and the outcomes. The incumbent assists and follows the family for five (5) years, which is for the duration of the Choice Initiative. 

Essential Functions
Essential Duties and Responsibilities
The duties listed below illustrate of the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position. Undertakes and performs the following and all other work-related duties as assigned. 

  1. Develops Individualized Care Plans (ICP), including health; education; employment needs for each family member.
  2. Works with program participants daily using professional judgment and discretion to implement the team-determined ICP, assisting the resident in achieving their goals.
  3. Assists program participants with finding community resources after relocation, such as employment opportunities and high-performing schools.
  4. Works jointly with team members and outside partner agencies to develop and cultivate resources and make them available for participants of the Choice Neighborhood Families.
  5. Assists program participants in obtaining needed services through referrals and related activities.
  6. Provides crisis interventions to help program participants avert crisis and to develop strategies to recognize potential triggers and create more productive outcomes.
  7. Partners with the HCV department and property management to ensure that program participants have the necessary documents for housing applications and recertifications.
  8. Maintains program records on the LEARN (Efforts to Outcome) system by ensuring the records are in accordance with applicable standards and regulations, grant requirements, etc.
  9. Compiles data, demographics, and contact logs for the purposes of monthly and annual reporting.
  10. Participates in quarterly meetings with program participants to provide updates on relocation and community resources.
  11. Provides resources for employment, education, and health services.
  12. Acquires and provides the team with detailed information regarding an assigned client to establish the foundation for the Individualized Integrated Care Plan.
  13. Assists, monitors, and provides support for the family for the duration of the Choice Initiative.
  14. Provides financial assistance for families through Choice budget and assists families with financial literacy services.

Supervisory Responsibilities
The employee receives instructions from the Lead Choice Case Manager. Courses of action, deadlines, and priorities are established by procedure, the supervisor, or the employee, depending on the assignment. Routine duties are initiated and completed by the employee without supervisory direction. Instructions to the employee may be general or specific in nature. Problems or situations not covered by instructions are usually referred to the supervisor for resolution. The employee's finished work is closely reviewed on a regular basis for progress, accuracy, completion, and compliance with policies and procedures and the attainment of objectives. The employee has no supervisory responsibilities.

Qualifications and Competencies
Behavioral Competencies

This position requires the incumbent to exhibit the following behavioral skills:

Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of the Authority. Uses appropriate judgment & decision-making in accordance with the level of responsibility.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind. Recognizes work colleagues as customers.

Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to and conveys an understanding of the comments and questions of others; listens effectively.

Initiative: Proactively seeks solutions to resolve unexpected challenges. Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does a fair share of work.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Job Competencies

  1. Good knowledge of pertinent HUD regulations and public housing management, and comprehensive knowledge of Authority policies and procedures.
  2. Knowledge of Fair Housing, Equal Opportunity, and nondiscrimination laws and regulations.
  3. Knowledge of the community, its resources, and dynamics applicable to the delivery of Housing Authority programs in assigned areas of responsibility.
  4. Skill in representing the Housing Authority effectively in making presentations and conducting meetings with clients and community/public organizations.
  5. Skill in understanding, applying, adapting, explaining, and interpreting complex regulations, policies, and procedures.
  6. Considerable knowledge of social work and resources available through community service agencies.
  7. Thorough knowledge of accepted consultation and interviewing techniques.
  8. Ability to address the public and present information in a clear, concise, and convincing manner.
  9. Ability to deal effectively with situations that require tact and diplomacy, yet firmness.
  10. Knowledge of bio-psycho-social assessments.
  11. Knowledge of Strengths-Based Case management.
  12. Ability to maintain a caseload of approximately 50 families.
  13. Ability to complete an ICP for each family member, including all adults and children.
  14. Ability to maintain a high level of ethical conduct regarding confidentiality and practices in a culturally competent manner.
  15. Attend regular meetings with United Way partners and other community partners.
  16. Must be able to maintain punctuality and attendance as scheduled.

Education and Experience
Bachelor's Degree or Master's degree in social work, psychology, or another human services-related field. A minimum of five (5) years of case management experience. Computer skills and reliable transportation are required.

Work Environment and Physical Demands
Incumbent(s) must be able to meet the physical requirements of the classification and have mobility, balance, coordination, vision, hearing, and dexterity levels appropriate to the functions performed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work is performed primarily in an office environment with frequent travel to meetings and to meet with residents. The incumbent frequently uses standard office equipment, including personal computers, telephones, and related equipment. The incumbent will use their own vehicle while traveling. The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Office environment. The noise level in the work environment is moderate. Work involves the normal risks or discomfort associated with an office environment and is usually in an area that is adequately cooled, heated, lighted, and ventilated, but may involve visits to tenant's homes, the offices of other agencies, community centers, and meeting halls. The employee may be exposed to weather extremes and to the usual hazards associated with visits to other business facilities and tenant homes.

The employee's contacts are primarily with coworkers, managers, tenants, federal, state, and local governmental officials and representatives, the general public, and other agencies that dispense assistance to the FSS program. The purpose of such contacts is to assist in bringing community services to participants, foster pride and participation, and provide various kinds of support and assistance for individual families.

A difficulty may arise when program participants cannot be reached by telephone, when they are reluctant to respond, or when previously contacted city officials no longer hold the same position. At times meeting space may be limited or unavailable when needed.

Other Requirements

  1. Must possess a valid driver's license.
  2. Must be available for occasional overnight travel for training.
  3. May be required to work an unusual work schedule.
  4. Must pass employment drug screening and criminal background check.
  5. Must work with the highest degree of confidentiality.

The Housing Authority of Kansas City, Missouri, is an Equal Opportunity Employer. This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The duties herein are representative of the essential functions of this job. This job description reflects management's assignment of functions; however, it does not prescribe or restrict tasks that may be assigned. Nothing in this document restricts management's right to assign or reassign duties and responsibilities at any time. The qualifications listed above are guidelines, and other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Executive Director.

Employment with the Housing Authority of Kansas City, Missouri, is on an "at-will" basis. Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.

Disclaimer: The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right to add, delete, or modify and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.

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