Case Counselor

The Hospitality Hub of Memphis; Kenilworth Estates (TN); On-site; USD 24,000 - 35,000; Full time

Benefits offered by this job

Paid time off

Paid parental leave

Professional development

Medical insurance

Job summary

The Hospitality Hub in Nashville, TN is seeking a Case Counselor (FLSA: Non Exempt) to help enroll individuals experiencing homelessness into the Continuum of Care. The role emphasizes trust-building and guiding clients to housing and mental health resources.

Regular full-time employment includes generous PTO, paid parental leave, medical insurance, and ongoing professional development. Hours are 8:00 am–4:00 pm Tue–Sat or Sun–Thu, with overtime options where applicable.

Qualifications

• Experience working with vulnerable populations preferred.
• Reliable vehicle, valid driver license, clean driving record.
• Empathetic, patient, and team-oriented.

Responsibilities

• Build rapport with individuals experiencing homelessness and understand barriers to exit homelessness.
• Connect clients to mental health, housing, and supportive services based on eligibility.
• Maintain thorough records in HMIS and internal systems; attend care coordination meetings.

Job description

Case Counselor FLSA: Non Exempt

The Hospitality Hub

Nashville, TN

About the Role:

Case Counselors support the Hospitality Hub’s efforts to enroll individuals experiencing street homelessness and literal homelessness into the Continuum of Care. The Case Counselors are responsible for representing the Hub to individuals experiencing homelessness and working alongside them through individualized case management. Case Counselors build rapport with each individual experiencing homelessness and connect them to the resources needed to exit homelessness. Individuals who initially refuse services may become more willing over time with proper cultivation and trust-building by the Coordinator.

Case Counselors are the front line of the Hub's mission — building trust with people experiencing homelessness and helping them access the resources they need to exit it for good. This is meaningful, hands-on work backed by generous PTO, paid parental leave, and ongoing professional development.

Team Culture and Expectations:

The Hub is a human first social agency meaning our goal is to decrease suffering for the person in front of us while simultaneously building systemic solutions. While the primary responsibilities of the position are outlined below, we expect all staff to be flexible and available to respond to emergencies and fulfill programmatic responsibilities which may require working holidays, weekends, evenings, or nights. Everyone in the organization is expected to identify and solve problems. The Hub hires passionate, empathetic individuals.

Additionally, the Hospitality Hub serves people who have experienced discrimination, violence, and other traumatic events. Many Hub clients and guests are healing from trauma related to their marginalization. It is critically important that all members of the Hub team maintain a hospitable and welcoming environment by remaining calm and kind when clients are feeling frustrated.

Primary Location:

The current position is located at 95 Wallace Road, Nashville, TN 37211

Hours:

8:00 am to 4:00 pm Tuesday-Saturday or Sunday-Thursday

Benefits:

A generous paid time off policy, paid parental leave, professional development and medical insurance are offered to all regular full-time employees. Regular training is provided to all employees.

Pay:

The salary for this position is dependent on the candidate's demonstrated experience, expertise, and skill. The salary range for this role starts at $21.50/hr. Hourly team members are

compensated with pre-approved overtime pay for hours exceeding 40 hours a week.

Reports to:

Bailey Amos, the Hospitality Hub Nashville Program Director

While the position's primary responsibilities are outlined below, this list is not exhaustive.

Responsibilities

• Build rapport with each individual experiencing homelessness. Learn and memorize their names, their stories, and what barriers they face in exiting homelessness
• Work to reduce chronic homelessness by linking clients to mental health, housing services, and other supportive services based on eligibility
• Collaborate with other social service providers that are part of the Coordinated Entry System
• Be kind, inclusive, and non-judgmental toward all individuals you interact with
• Meet staff at program sites (including the Rodeway Inn, shelter, or community housing locations) to assist with logistics or guest needs
• Maintain thorough and accurate records in HMIS and internal systems, and attend care coordination meetings
• Provide ongoing reports to the Program Manager on caseload numbers, individuals introduced to the Continuum of Care, and important observations, challenges, and successes
• Contribute to donor reporting to tell the Hub's outreach story, including successes, lessons learned, and data tracked
• Respond to requests from the program director for on-the-ground support or deliveries
• Track trips and tasks completed during shift; report updates and issues promptly
• Maintain communication with program staff using Slack and other team tools
• Support the training and onboarding of new hires and interns, reflecting our commitment to being a learning organization
• Coordinate meals and other supplies needed by Hub staff
• Assist with other one-off tasks that help support the program, the team, and the program director
• Support the training and onboarding of new hires and interns, reflecting our commitment to being a learning organization.
• Performs other duties as assigned

Requirements

• Previous experience working with vulnerable populations. Experience working with individuals experiencing homelessness is preferred.
• A reliable personal vehicle, a valid drivers licence, and a clean driving record (proof of insurance required)
• Punctual, task-oriented
• Outgoing, trustworthy, and kind. This role requires daily interaction with strangers who may not feel comfortable speaking with anyone or entering the Continuum of Care
• High level of empathy and compassion
• Passion for creating a positive, safe, and encouraging work environment for colleagues and participants
• Work well within a team
• Leadership and conflict-management skills
• The ability to work consecutive hours outside or in a vehicle
• The ability to move safely over uneven terrain, walking on uneven surfaces
• The ability to lift up to 50lbs.
• Comfortable driving frequently and transporting goods

Preferred

• Experience working in social services, shelters, or similar nonprofit environments
• Familiarity with trauma-informed care principles
• Basic comfort with tech tools such as GSuite (email, calendar, documents) and Slack

Training provided by The Hospitality Hub

• CPR/First Aid Certificate
• Training on all services offered by the Hospitality Hub

Hiring Process:

The Hospitality Hub staff works with vulnerable populations. To maintain the safety of our clients and guests, all offers of employment at the Hub are contingent on a background check. Results of the background check may not necessarily disqualify candidates from being hired.

The Hub is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Hub are based on organizational needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, gender identity or expression, sexual orientation, mental or physical disability, ancestry, military discharge status, source of income, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. The Hub will not tolerate discrimination or harassment based on any of these characteristics. The Hub encourages women, people of color, and people of all ages to apply.