Assessment Case Manager - One Door OKC

City Rescue Mission; Oklahoma City (OK); On-site; USD 36,000 - 48,000; Full time

Job summary

City Rescue Mission in Oklahoma City seeks an Assessment Case Manager to conduct family assessments, housing consultations, and crisis response within the One Door OKC project. You will work with CRM staff and community partners to connect families with housing solutions and supportive services.

The role emphasizes documentation in HMIS, careful triage, and compassionate, non-judgmental service delivery, with an 10:00 a.m.–6:00 p.m. schedule, Monday through Friday.

Qualifications

• Experience serving families experiencing homelessness.
• Familiar with housing resources and benefits.
• Strong interpersonal skills and professional boundaries.

Responsibilities

• Welcome families and establish respectful relationships.
• Explain project process, wait times, and rights.
• Manage assessments, inquiries, referrals, and follow-ups.
• Conduct family consultations and respond to crises during shift.
• Complete family assessments using HMIS and CRM procedures.
• Coordinate handoffs to service providers and track actions.

Skills

Empathy

Crisis intervention

Case management

Communication

HMIS data entry

Referral coordination

Tools

HMIS

CRM system

Job description

Job Details: Job Location: Oklahoma City, OK 73106, Position Type: Full Time, Job Category: Nonprofit - Social Services, Who We Are: At City Rescue Mission, we believe everyone deserves hope, healing, and a home. As a housing-focused shelter, we provide compassionate care, innovative programs, and practical tools to help individuals and families experiencing homelessness achieve long-term stability and independence.

Position Summary

The Assessment Case Manager is an integral part of City Rescue Mission's One Door OKC Project and is responsible for conducting family assessments and housing consultations, responding to crises and telephone inquiries, and following up on leads generated by assessments to identify the next best intervention. This position works with CRM staff and community partners to provide timely, compassionate, housing-focused services, maintain accurate documentation, and help families move toward safe and sustainable housing. The Assessment Case Manager follows established CRM procedures, maintains professional boundaries, and coordinates clear handoffs, so families receive consistent services. The assigned schedule is 10:00 a.m.–6:00 p.m., Monday–Friday.

• Welcome families referred for assessment or consultation and establish a respectful, compassionate, and non-judgmental relationship.
• Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.
• Manage assessment appointments, telephone inquiries, referrals, and follow-up leads so families receive timely consultations and clear next steps.
• Conduct family consultations, including coverage from 3:00–6:00 p.m., and respond to crisis needs and telephone inquiries throughout the assigned shift.
• Complete family assessments using the current Key to Home/Continuum of Care questions, tools, decision rules, and CRM procedures.
• Gather accurate information regarding each family’s immediate situation, recent housing history, current risks, natural supports, available resources, barriers, and reason for seeking services.
• Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.
• Conduct housing-focused consultations to explore safe alternatives to shelter, natural supports, prior housing possibilities, income, transportation, and practical solutions to the family’s immediate housing crisis.
• Determine and document the recommended next intervention within established protocols, consult the supervisor on complex or high-risk situations, and coordinate assignment to the appropriate service provider.
• Work leads generated by assessments, contact families, complete follow-up consultations, and support agreed-upon action steps needed to resolve the immediate housing crisis.
• Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.
• Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.
• When shelter or another temporary placement is indicated, coordinate access under established eligibility and placement procedures and ensure housing-resolution work continues after the handoff.
• Provide transportation to families as needed to facilitate access to appointments, resources, and services, in accordance with agency policy.
• Use de-escalation skills, maintain professional boundaries, and follow all safety, incident-reporting, mandatory-reporting, emergency, and workplace-violence procedures.
• Perform other duties as assigned that are consistent with the purpose and general scope of the position.
• Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.
• Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s record within HMIS or other required systems.
• Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.
• Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.
• Assist with reports, data-quality reviews, outcome tracking, and correction of incomplete or inaccurate records as requested.
• Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.

Documentation and Reporting

• Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.
• Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s records within HMIS or other required systems.
• Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.
• Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.
• Review CRM documentation, service outcomes, open cases, follow-up, and data quality; address incomplete records and report operational needs, performance concerns, and results to the Vice President of Client Services.
• Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.

Collaboration and Community Engagement

• Collaborate closely with CRM triage, assessment, diversion, housing, and shelter staff, security, and other CRM departments to provide coordinated, timely, and respectful family services.
• Collaborate with service providers and community partners to enhance families' access to supportive resources and promote housing stability and overall well-being.
• Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.
• Participate in case consultation, shift handoffs, team meetings, training, supervision, and continuous improvement activities.
• Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.

Documentation and Reporting

• Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.
• Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s records within HMIS or other required systems.
• Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.
• Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.
• Review CRM documentation, service outcomes, open cases, follow-up, and data quality; address incomplete records and report operational needs, performance concerns, and results to the Vice President of Client Services.
• Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.

Collaboration and Community Engagement

• Collaborate closely with CRM triage, assessment, diversion, housing, and shelter staff, security, and other CRM departments to provide coordinated, timely, and respectful family services.
• Collaborate with service providers and community partners to enhance families' access to supportive resources and promote housing stability and overall well-being.
• Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.
• Participate in case consultation, shift handoffs, team meetings, training, supervision, and continuous improvement activities.
• Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.

Qualifications: Qualifications:

• Previous experience working with families experiencing homelessness, including experience in shelter services, diversion, intake, resource navigation, housing placement, case management, or a related human-services setting.
• Familiarity with community resources for housing, mental health, substance abuse treatment, employment, benefits, transportation, identification, and healthcare services.
• Strong interpersonal communication skills to establish rapport with families, advocate on their behalf, and collaborate with stakeholders.
• Ability to learn and consistently apply standardized triage, screening, intake, diversion, documentation, referral, and safety procedures.
• Ability to work independently, maintain attention to detail, manage multiple priorities, and meet deadlines.
• Ability to maintain strict confidentiality and adhere to professional ethical standards and agency policies.
• Proficient use of computers, basic office software, and data-management systems used to track service delivery and internal agency functions; HMIS experience is preferred.
• Ability to assess family needs and barriers, identify practical next steps, and provide empathetic support and guidance.
• Demonstrate empathy, patience, sound judgment, and a non-judgmental approach when engaging with families.

Documentation and Reporting

• Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.
• Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family’s records within HMIS or other required systems.
• Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.
• Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.
• Review CRM documentation, service outcomes, open cases, follow-up, and data quality; address incomplete records and report operational needs, performance concerns, and results to the Vice President of Client Services.
• Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.

Collaboration and Community Engagement

• Collaborate closely with CRM triage, assessment, diversion, housing, and shelter staff, security, and other CRM departments to provide coordinated, timely, and respectful family services.
• Collaborate with service providers and community partners to enhance families' access to supportive resources and promote housing stability and overall well-being.
• Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.
• Participate in case consultation, shift handoffs, team meetings, training, supervision, and continuous improvement activities.
• Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.