Under the direction of the Director of Operations and Client Services, the Outreach & Diversion Manager has responsibility for the program management of the Outreach and Diversion team and activities (staff supervision, data management, program budgets, etc.). The Manager is responsible for coordination of client tracking in both diversion and outreach which involves the location of clients, their progress and recommendations for shelter, housing and/or financial assistance to divert from literal homelessness. The position is also responsible for the marketing and community relations of the program to referring entities (i.e. libraries, police departments, hospitals, townships, etc.)
- Ensures accuracy and completeness of new client registration forms daily for quality assurance and for service planning and overseeing the appropriate filing of forms.
- Ensure Diversion Specialists are monitoring, tracking and making appropriate referrals to callers seeking housing or shelter.
- Maintaining accurate and confidential client files in accordance with Housing Forward policies and regulatory bodies.
- Respond to calls from referring agencies, police departments and hospitals seeking our assistance and dispatch appropriate staff.
- Ensure program staff are working with appropriate staff from other departments to facilitate appropriate disposition of cases.
- Promote effective case management by ensuring case management staff are accessing appropriate community resources for participants, including but not limited to entitlement benefits (Food Stamps, TANF, SSI/SSDI, Medicaid, etc.)
- Ensure proper and timely documentation of service provision and client progress.
- Submit grievance reports in accordance with the chain of command.
- Provides crisis intervention, as necessary.
- Works closely with other managers to address client behavioral issues as needed.
- May occasionally have to do street outreach with staff for supervision or support.
- Hire and train staff, interns and AmeriCorps members. Conducts annual performance evaluations.
- Provide ongoing supervision, direction and support to staff including case consultation, interventions and diversion techniques with clients, crisis management and oversight of incident reports.
- Proper and timely documentation of staff’s division of time.
- Coordinates the schedules of service staff, interns, and volunteers.
- Identifies staff development and training needs and provides solutions.
- Creates an atmosphere in which timely and high-quality information flows smoothly between self and others.
- Encourages open expression of ideas and opinions; delegates and empowers staff; removes obstacles and provides needed resources.
- Orient new staff, interns, and respective volunteers to program policies and procedures.
Administrative and Operations
- Reviews monthly Quality Progress Reports (QPR) in HMIS (Homeless Management Information System) to ensure the accuracy of data and data entry.
- Work with performance evaluator to gather monthly statistics from HMIS and data for performance measures.
- Assists with development and reporting of government and private grants.
- Completes timely submission of billing information.
- Oversee and participate in program audits and site visits.
- Participates in quarterly quality improvement of client files for completeness (e.g. self-sufficiency plans, case notes, releases of information including but not limited to HMIS consent forms, and exit summaries, etc.) and the archiving inactive/closed files.
- Approves staff and time off requests, and expense reports.
- Working with Director of Operations and Client Services to maintain program manuals including updates to policies and procedures.
Program Planning, Development, and Evaluation
- Prepares and monitors program budgets.
- Respond to inquiries and reports from community leaders and stakeholders regarding locations of individuals or group who may need our services.
- Recommends service and program changes based on feedback from client satisfaction surveys.
- Work with Director of Operations & Client Services to implement program policies and procedures to respond to client feedback.
- Develop and maintain effective working relationships with other service providers and network to help identify locations for outreach.
- Collaborates with staff to develop client-level program outcome objectives and measurement strategies, and appropriate documentation protocols.
- Works with the and the Director of Operations & Client services in the ongoing development, implementation, and evaluation of the program.
- Participates in program and agency-wide planning and evaluation.
- Works as part of the team to provide support and assistance whenever needed.
- Follows agency policies and procedures for the obtainment of information and the provision of services to clients.
- Participates in and contributes to regularly management meetings, staff trainings, client activities, community meetings, and other agency events.
- Performs other duties as assigned.
- Participate in on-call rotation.
- Meet regularly with Director of Operations & Client Services for supervision.
- Actively participate in all-staff and leadership meetings.
- Participate in community education and outreach as requested.
- Attend professional staff trainings as scheduled.
- Attend networking meetings as assigned.
- Represent the agency in a professional and ethical manner when meeting with area agencies, funding bodies, donors and other professionals.
- Maintain a team approach with all staff in all work-related situations and with the staff of other agencies/organizations when collaborating on shared programs/grants.
- Other duties as assigned.
- MSW or related master’s degree with minimum two years supervisory experience.
- A bachelor’s degree with a minimum of three years’ experience in lieu of a master will be considered.
- Demonstrates ability to provide supervision to a team of case managers.
- Demonstrates organizational skills
- Skills or experience in the following areas: Crisis intervention, mental health and substance
- abuse recognition, employment readiness and accessing supportive services.
- Consistent, reliable, and team oriented.
- Written and oral skills necessary.
- Must be able to manage multiple responsibilities.
Work Environment/Physical Demands:
- Position requires frequent and regular computer and phone use.
- Must be able to lift 25 lbs.
- Standing, walking, bending and lifting.
- On-call responsibilities.
- Primarily Monday – Friday 9:00am- 5:00pm.
- Occasional evenings and other times as necessary.
- Employee only plans include employer paid health for HMO (PPO option available), dental, and life insurance benefits (family coverage available at employee expense).
- Excellent vacation, sick, personal and holiday benefit package. 403(b) options with company match.