Case Manager

ServiceNet; Pittsfield (MA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Parental leave

Training & development

Tuition assistance

403(b) retirement plan

Tuition remission

PSLF eligibility

Job summary

ServiceNet in Pittsfield, MA is seeking a full-time Case Manager to support guests at The First. You will engage directly with guests, coordinate services, and navigate resources to help them find housing, health, and employment supports.

This role requires trauma-informed care, strong communication, and the ability to manage multiple priorities in a fast-paced environment. You will document interactions and collaborate with program leadership to create an equity-centered service environment.

Qualifications

• Experience providing direct service to individuals experiencing homelessness, poverty, mental health, or substance use challenges (preferred).
• Strong understanding of trauma-informed care, harm reduction, and housing-first principles.
• Excellent interpersonal and communication skills; able to engage effectively across diverse populations.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Proficiency in basic computer use and electronic documentation.
• CPR/First Aid and Narcan training (or willingness to obtain).

Responsibilities

• Build trusting relationships with guests through consistent, compassionate presence.
• Conduct intake and needs assessments to identify goals and priorities.
• Provide ongoing case management including referrals, housing applications, benefits coordination, and service navigation.
• Collaborate with community partners to connect guests with housing, behavioral health, medical, and employment resources.
• Support crisis de-escalation and safety using trauma-informed approaches.

Skills

Empathy

Trauma-informed care

Interpersonal skills

Communication skills

Multi-tasking

CPR/First Aid

Narcan training

Tech literacy

Job description

Position Summary

The Case Manager plays a vital role in supporting guests at The First by providing direct engagement, case coordination, and resource navigation. This position ensures that the day-to-day operations of the space run smoothly and that all guests are welcomed, respected, and supported in a manner consistent with our mission and values.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Training & development
• Tuition assistance

Case Manager - The First

Fulltime
Location: Pittsfield, MA
Compensation: $21/hour

Key Responsibilities

• Client Support & Case Management
  • Build trusting relationships with guests through consistent, compassionate presence.
  • Conduct intake and needs assessments to identify individual goals and priorities.
  • Provide ongoing case management including referrals, housing applications, benefits coordination, and service navigation.
  • Collaborate with community partners and agencies to connect guests with housing, behavioral health, medical, and employment resources.
  • Support crisis de-escalation and conflict resolution using trauma-informed and harm-reduction approaches.
• Program Operations
  • Assist in the daily operations of The First, including guest check-in, meal and supply distribution, and maintaining a clean, safe, and welcoming environment.
  • Participate in team meetings, safety reviews, and program planning activities.
  • Document interactions, referrals, and outcomes in accordance with agency policies.
  • Help implement and uphold program policies that support accessibility, safety, and inclusivity.
  • Identify and communicate emerging needs or trends among guests to inform program development.
• Collaboration & Community
  • Work closely with the Program Director and peer staff to ensure coordinated, high-quality support for guests.
  • Participate in community outreach and engagement activities as needed.
  • Contribute to a team culture grounded in equity, mutual respect, and shared responsibility.

Qualifications

• Experience providing direct service to individuals experiencing homelessness, poverty, mental health, or substance use challenges preferred.
• Strong understanding of trauma-informed care, harm reduction, and housing-first principles.
• Excellent interpersonal and communication skills; able to engage effectively across diverse populations.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Proficiency in basic computer use and electronic documentation.
• CPR/First Aid and Narcan training (or willingness to obtain).
• Commitment to equity, inclusion, and person-centered service delivery.

Benefits

• Generous PTO (time-off) package.
• Comprehensive health and dental insurance plans.
• Life insurance and long-term disability insurance.
• 403(b) retirement plan.
• Tuition remission for eligible classes.
• Public Service Loan Forgiveness (PSLF) eligibility and tuition assistance.
• Opportunities for career development and advancement.
• And much more

About ServiceNet

ServiceNet is a compassionate non-profit organization that helps individuals facing challenges such as mental illness, developmental disabilities, brain injuries, homelessness, and substance use issues. With our dedicated staff members, we work together to make a meaningful difference in the lives of others.

ServiceNet is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

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