Youth Emergency Case Manager

Position Summary The Youth Emergency Shelter Case Manager provides comprehensive, trauma-informed case management and stabilization services to youth experiencing homelessness, housing instability, family crisis, or other circumstances requiring emergency shelter and supportive services. The Case Manager is responsible for assessing participant needs, developing individualized service and stabilization plans, coordinating resources, maintaining engagement with youth and their guardians or other authorized supports, and facilitating discharge and aftercare planning that promotes safety, stability, and successful transition from emergency shelter. Consistent with reStarts broader case management standards, this position supports participants through assessment, goal planning, service navigation, referral coordination, advocacy, documentation, crisis response, and ongoing follow-up. Services may include, but are not limited to, connections to education, employment and workforce resources, healthcare and behavioral health services, benefits, identification and vital documents, transportation, housing and community resources, family supports, life skills development, and other services appropriate to the participants individualized needs. Because the Youth Emergency Shelter operates continuously, this position participates in an on-call rotation and may provide operational or participant coverage when necessary to support safe and consistent shelter operations. Key Responsibilities Case Management, Assessment & Service Planning Conduct timely assessments to identify participant needs, strengths, immediate concerns, barriers, available supports, and priorities. Develop individualized, participant-centered service plans with measurable short- and long-term goals. Maintain regular and responsive contact with assigned participants throughout their shelter stay. Monitor progress toward established goals and revise service plans as participant circumstances and needs evolve. Support youth in identifying practical solutions that strengthen safety, stability, self-sufficiency, and successful transition from emergency shelter. Maintain appropriate communication and coordination with guardians, authorized family members, referring entities, and other involved supports in accordance with applicable requirements. Manage assigned caseload responsibilities effectively while maintaining required service, documentation, communication, and follow-up standards. Resource Navigation, Advocacy & Supportive Services Connect participants with internal and community-based resources appropriate to their individualized needs. Assist participants with accessing supportive services that may include, but are not limited to, education, employment and workforce resources, healthcare and behavioral health services, benefits, identification and vital documents, transportation, housing resources, life skills development, family supports, and other community-based services. Coordinate referrals and follow through as appropriate to support successful connection to services. Advocate with schools, service providers, community organizations, healthcare providers, housing resources, and other systems when necessary to support participant goals. Help participants understand available resources, expectations, choices, and responsibilities while encouraging meaningful participation in their own service planning. Discharge, Transition & Aftercare Begin transition and discharge planning early in the participants shelter stay to promote safe and sustainable outcomes. Coordinate discharge and aftercare planning with participants, guardians, program leadership, clinical supports, community partners, and other authorized parties as appropriate. Identify potential barriers to successful discharge and proactively coordinate resources or interventions to address those barriers. Ensure required referrals, appointments, documentation, resources, and follow-up plans are appropriately established before discharge when practicable. Complete required follow-up and aftercare activities in accordance with program and organizational expectations. Document participant outcomes, referrals, transition activities, and aftercare services accurately and timely. Crisis Response, Safety & Participant Support Provide calm, professional, trauma-informed support during participant crises, conflicts, or other time-sensitive situations. Assist with safety planning, crisis intervention, de-escalation, and connection to appropriate professional or emergency resources within the scope of the position. Recognize concerns requiring immediate escalation and follow established organizational and program protocols. Support a structured, safe, and developmentally appropriate shelter environment. Provide direct participant supervision and engagement as operationally necessary. Lead or support approved groups, activities, workshops, and outings that promote participant development and engagement. Conduct required room, safety, or participant checks in accordance with program procedures. Maintain professional boundaries and model appropriate, respectful relationships with participants. Documentation, Data & Compliance Maintain accurate, complete, timely, and professionally written participant records. Complete case notes, assessments, service plans, referrals, progress documentation, discharge and aftercare records, incident documentation, daily reports, and other required records within established organizational, program, licensing, contractual, or funding timelines. Enter required information into applicable electronic case management, reporting, or data systems accurately and timely. Ensure documentation clearly reflects services provided, participant progress, significant interactions, identified needs, referrals, interventions, and follow-up activities. Maintain confidentiality and appropriately safeguard participant information. Follow applicable organizational policies, program procedures, licensing requirements, funding requirements, mandatory reporting obligations, and professional standards. Maintain appropriate records necessary to demonstrate service delivery, participant outcomes, and compliance with applicable requirements. Audit Readiness & Program Compliance Maintain assigned participant files and program documentation in a consistent state of audit readiness in accordance with organizational, licensing, contractual, funding, and regulatory requirements. Conduct routine self-review of assigned participant files to identify missing, incomplete, inconsistent, or untimely documentation and correct deficiencies within established timelines. Ensure required eligibility documentation, assessments, service plans, case notes, referrals, releases, discharge records, aftercare documentation, and other applicable records are complete, accurate, properly authorized, and maintained in the appropriate system or file. Prepare assigned participant records and supporting documentation for internal file reviews, quality assurance activities, monitoring visits, licensing reviews, funder reviews, and external audits. Respond timely to documentation requests, file corrections, monitoring findings, and corrective action requirements identified by program leadership or other authorized organizational representatives. Participate in mock audits, file reviews, compliance checks, and other quality assurance activities designed to strengthen program readiness and service quality. Maintain working knowledge of documentation and compliance requirements applicable to the assigned program and participate in required training when standards or requirements change. Promptly communicate identified documentation gaps, compliance concerns, or potential risks to program leadership rather than allowing deficiencies to remain unresolved. Demonstrate accountability for the accuracy and completeness of assigned participant records and recognize documentation as an essential component of service delivery, continuity of care, organizational compliance, and responsible funding stewardship. Communication, Responsiveness & Collaboration Maintain professional, timely, and responsive communication with participants, guardians, team members, leadership, and community partners. Respond appropriately to calls, emails, messages, participant needs, referrals, and supervisory requests within established expectations. Communicate significant participant concerns, safety issues, operational risks, and barriers to service delivery to leadership promptly. Collaborate with Youth Care Workers, Clinical Services Specialists, program leadership, case management colleagues, and other reStart team members to support coordinated participant services. Participate prepared and engaged in supervision, case conferencing, team meetings, training, and other required meetings. Coordinate effectively with external providers and community partners to strengthen continuity of care. Contribute to a collaborative, accountable, and solution-focused team environment. Shelter Operations & On-Call Responsibilities Participate in the established on-call rotation and remain responsive during assigned on-call periods. Respond to program needs, participant concerns, staffing matters, or other situations requiring Case Manager involvement in accordance with established escalation and on-call procedures. Provide backup operational or participant coverage when necessary and appropriate to maintain safe shelter operations. Support intake and discharge procedures and respond to telephone or crisis-line inquiries as assigned. Administer approved medications when trained, authorized, and required by program procedures. Support shelter routines and operational responsibilities necessary to maintain a safe, structured, and effective environment. Maintain reliable transportation and the ability to respond to agency locations or community-based participant needs when required. Perform other duties as assigned in support of program operations and reStarts mission. Qualifications & Experience Education Bachelors degree in Social Work, Human Services, Psychology, Sociology, Youth Development, or a related field preferred. Equivalent combinations of relevant education, training, and directly related professional experience may be considered based on organizational and program requirements. Experience Minimum of three (3) years of relevant experience in case management, youth services, homelessness services, housing services, crisis intervention, community-based services, or a related human services environment preferred. Demonstrated experience managing participant needs, service planning, referrals, documentation, and follow-up responsibilities. Experience working in emergency shelter, residential, youth development, housing, behavioral health, child welfare, or other community-based service environments strongly preferred. Experience responding effectively to crisis situations and working within structured program, regulatory, or compliance requirements preferred. Knowledge, Skills & Abilities Strong case management, assessment, service planning, resource navigation, and participant engagement skills. Ability to establish professional relationships with youth while maintaining appropriate boundaries. Strong written documentation skills and ability to produce accurate, objective, timely, and professionally written case records. Demonstrated responsiveness and ability to manage time-sensitive participant, operational, and supervisory needs. Ability to manage a caseload and multiple competing priorities while consistently meeting established deadlines. Knowledge of community resources and systems supporting youth and families. Working knowledge of trauma-informed, strengths-based, participant-centered, and developmentally appropriate service approaches. Ability to exercise sound independent judgment while recognizing when consultation or escalation is required. Ability to respond professionally and effectively during crisis, conflict, or rapidly changing circumstances. Strong written, verbal, interpersonal, and professional communication skills. Ability to collaborate effectively with internal teams, guardians, service providers, and community partners. Strong organization, time management, follow-through, and attention to detail. Proficiency with Microsoft Office Suite and ability to effectively utilize electronic case management, documentation, and organizational technology systems. Ability to maintain confidentiality and appropriately manage sensitive participant information. Ability to adapt to changing participant, program, regulatory, and organizational needs. Requirements Must be at least 21 years of age. Must successfully complete required criminal background, child-safety, and other pre-employment screenings applicable to the position. Must successfully complete and maintain required training and certifications, which may include CPR, First Aid, medication administration, mandated reporting, crisis response, and other program-specific requirements. Must possess and maintain a valid drivers license. Must maintain current automobile insurance and reliable transportation. Must be able and willing to drive for organizational and participant-related responsibilities when required. Must be able to travel between reStart locations and throughout the local community. Must be able to participate in the programs on-call rotation and respond reliably during assigned on-call periods. Core Competencies Case Management Youth Engagement Assessment & Service Planning Resource Navigation Crisis Response & De-escalation Professional Communication Organization & Documentation Audit & Compliance Readiness Responsiveness & Follow-Through Professional Judgment Relationship Building Problem Solving Collaboration Adaptability Accountability Work Environment & Physical Requirements Work is performed in shelter, office, community, and other participant-service environments. Regular interaction with youth experiencing crisis, homelessness, housing instability, family disruption, or other complex circumstances is expected. Ability to travel between reStart locations and throughout the community for participant services, meetings, appointments, training, and other organizational responsibilities. Ability to drive participants or support participant transportation when authorized and required. Work may require walking, standing, sitting, bending, stooping, reaching, and other movement associated with shelter and community-based services. Ability to lift up to 25 pounds. Participation in an on-call rotation is required. Evening, weekend, holiday, or nonstandard-hour responsiveness may occasionally be required based on shelter operations, participant needs, emergencies, or assigned on-call responsibilities. reStart Inc. Core Values & Attributes All reStart Inc. team members are expected to demonstrate: Mission Commitment: Demonstrates a commitment to reStart's mission of empowering people, ending homelessness, and inspiring hope. Integrity: Models honesty, accountability, professionalism, confidentiality, and ethical decision-making. Collaboration: Builds positive relationships with team members, leaders, participants, and community partners to achieve shared goals. Compassion: Demonstrates empathy, respect, and professionalism in every interaction. Solution-Focused Mindset: Approaches challenges with initiative, adaptability, and a commitment to continuous improvement. Excellence: Delivers high-quality work, maintains attention to detail, and contributes to operational excellence throughout the organization.