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Diversion Case Manager

Job Details

Boulder - Dallas, TX


General Summary

Under the direction of the Senior Program Director of Harmony CDC, the Diversion Case Manager is a full-time position responsible for providing short-term case management services in cooperation with the Coordinated Access System (CAS) Assessor for individuals experiencing housing instability or that are unhoused within the Dallas and Collin County communities.

The Diversion Case Manager provides a person centered, trauma informed, housing-first approach by using the Housing Problem Solving model and case management services to assist, divert, and provide housing and referrals support to assist with keeping individuals from entering the homeless support system, or rapidly exiting those that are unhoused from this system quickly after entering.

Supervisory Responsibilities:

This role is an individual contributor role with no direct report duties/responsibilities.

Essential Job Functions

The Diversion Case Manager will have an impact on those individuals experiencing housing instability or homelessness through the accomplishment of the following responsibilities:

  • Engage and facilitate day-to-day operations for CAS, including providing diversion case management and supportive services for individuals experiencing housing instability or homelessness and who may be living on the streets, in encampments, and other public areas.
  • Responsible for working with individuals to establish and work on short term goals to help them find housing stabilization and move toward long term self-sufficiency. This includes assisting in locating or identifying quick alternatives to emergency shelter stays.
  • Assists neighbors that have been referred from CAS in gathering and obtaining all documents necessary to complete a housing program assessment, and/or if eligible, enrollment within the homeless support system.
  • Complete in-depth assessments, based on the self-sufficiency matrix and housing forward requirements to create and monitor a person-centered, trauma informed housing stability support plan.
  • Provide housing search and placement, including locating housing units and engaging with landlords, completing housing applications and assist with the leasing process.
  • Accompany individuals to all housing appointments and serve as their primary advocate.
  • Provide conflict resolution/mediation, landlord negotiations, and ongoing case management.
  • Provides psychoeducation to households, as needed to be successful in obtaining housing.
  • Maintain timely, accurate and up to date documentation, assessments, referrals, client records, case notes and other statistical data required by the program, and ensure all data is entered accurately including use of HMIS and/or other client focused databases.
  • Advocate, assist and rapidly locate an appropriate match of needed community resources and services; consult, collaborate and maintain good relationships with community providers.
  • Develop and maintain thorough knowledge of eligibility and benefits of public and private financial assistance, housing resources, employment, financial literacy, and mental health assistance programs.
  • Maintain and ensure contract compliance, reporting deadlines, and accuracy in adherence to Continuum of Care (CoC) Program Models, eligibility, Policies and Procedures, and Written Standards.
  • Work closely with Housing Forward, other CAS providers, housing locators, case managers, and outreach workers to identify positive solutions to ending a household’s homelessness.
  • Attend all Housing Navigator, HMIS, CAS and Diversion related meetings and trainings as required.
  • Perform all other duties assigned.


Education and Experience

  • Bachelor’s degree in social work, or a social work, social or behavioral science related field.
  • Two-Four Years (2 4 Years) of relevant experience in homelessness intervention/prevention, case management or direct social service delivery and experience.
  • Utilization of cloud-based database systems; experience with a local Homeless Management Information System (HMIS) and/or the Client Track database system is a plus.
  • Knowledge of the CAS Process, diversion housing problem solving model, client-centered and trauma informed client approaches.
  • Knowledge of nonprofit business operations and federal/state grant and contract funding requirements.
  • Interact appropriately with internal and external customers, including individuals receiving services, community service providers, supervisory staff, and colleagues.
  • Advanced Microsoft Office Suite skills - Outlook, Word, Excel, PowerPoint, etc. with an ability to become familiar with company-specific programs and software.
  • Effective communication skills communicate written and verbal.
  • Ability to work with diverse client populations and community organizations as well as staff at all levels.
  • Advanced Microsoft Office Suite skills - Outlook, Word, Excel, PowerPoint, etc. with an ability to become familiar with company-specific programs and software.

Physical Requirements:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • An employee in this position typically works in and directly with the community, with community-based agencies, social workers, outreach workers, advocates and with unhoused individuals who may have various backgrounds, including those that may be suffering from mental illness or dealing with substance misuse conditions.
  • An employee in this position also works in an office environment and uses computers, calculators, telephones, printers, and other office equipment to fulfill the position duties.
  • An employee in this position is required to walk, hear, speak, and stand to inspect the inventory and interact with customers, Concord Church members, and volunteers.
  • The ability to manage stress, build professional and collaborative relationships, and reason through complex client and agency situations is required.
  • Must be willing to work a flexible schedule that includes evenings, and weekends.

Travel Requirements:

A valid Texas driver’s license and acceptable motor vehicle record is required.