Downtown Rising Outreach Case Manager

HOPE Atlanta; Atlanta (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

HOPE Atlanta seeks an Outreach Case Manager to perform field-based outreach with individuals and families experiencing homelessness, connecting them to shelter, housing, mental health services, and employment resources.

The role emphasizes client-centered, trauma-informed care and coordination with community partners to support housing stability and equitable service delivery.

Qualifications

• Bachelor's degree required; degree in Social Work, Psychology, or related field preferred.
• Master’s degree (MSW, MA) or relevant licensure strongly preferred.
• Two years of experience with homelessness or vulnerable populations; education/experience alternative accepted.

Responsibilities

• Perform field-based outreach and engagement with individuals experiencing homelessness.
• Provide housing-linked case management and service linkage toward shelter and permanent housing.
• Develop and maintain Individual Service Plans (ISPs) with measurable goals.
• Maintain accurate HMIS documentation and support reporting requirements.
• Collaborate with community partners to connect clients to resources and benefits.

Skills

Client engagement

Crisis de-escalation

Interpersonal communication

Documentation

Microsoft Office 365

Driving with valid license

Education

Bachelor's degree in Social Work, Psychology, or related field

Master's degree MSW/MA or relevant licensure

Tools

HMIS

Salesforce

Job description

The Outreach Case Manager provides field-based outreach, engagement, service linkage, and housing-focused support to individuals and families experiencing homelessness, including those with mental health, medical, and substance use needs. This role utilizes a multidisciplinary approach to engage individuals with complex or high-acuity needs and connects them to services including shelter placement, permanent housing, mental health treatment, and employment resources. The position primarily functions in outreach and engagement but may include shelter-based and housing-focused case management responsibilities as determined by program needs. Responsibilities, assignments, and work activities may shift based on program and organizational needs.

Essential Duties and Responsibilities:

• Perform outreach, engagement, and housing-focused case management activities based on program needs and assignment, with primary emphasis on field-based outreach.
• Engage individuals experiencing homelessness, including those who are difficult to reach, and build relationships to support connection to services.
• Provide linkage to coordinated entry services, including conducting mobile assessments, transporting clients as appropriate, and supporting navigation toward shelter and permanent housing.
• Develop and maintain Individual Service Plans (ISPs) with measurable goals and coordinate access to mainstream benefits and community resources.
• Provide ongoing case management support to promote housing stability and progress toward individualized goals.
• Utilize client-centered, trauma-informed, and de-escalation practices to support engagement and stability in alignment with a Housing First approach.
• Maintain accurate and timely documentation in HMIS in compliance with program and legal requirements.
• Support reporting requirements related to client engagement, enrollment, housing outcomes, and service delivery.
• Maintain knowledge of community resources, public benefits, and housing systems to effectively connect clients to services.
• Engage all clients with professionalism and a commitment to equitable service delivery while maintaining effective relationships with community partners.

This role serves individuals across a wide range of experiences, including those with serious and persistent mental illness, elderly individuals, people experiencing chronic or literal homelessness, disabled veterans, individuals living with HIV/AIDS, members of the LGBTQ community, survivors of human trafficking, and the working poor. Staff are expected to engage all clients with professionalism, respect, and a commitment to equitable service delivery while maintaining effective relationships with community partners and service providers.

Core Competencies:

• Ability to work both independently and as part of a team in a fast-paced environment
• Demonstrates cultural humility and ability to work effectively with diverse populations
• A bility to engage clients professionally and safely
• Strong interpersonal communication skills, including active listening and adapting communication style to varied audiences
• Strong customer service orientation Technical and Applied Skills:
• Strong written and verbal communication skills
• Ability to apply nonviolent crisis intervention and de-escalation techniques
• Strong problem-solving and critical thinking skills
• Proficiency in Microsoft Office 365 and ability to learn systems such as HMIS and Salesforce
• Knowledge of community resources, public benefits, and housing systems
• Understanding of client rights, confidentiality, and applicable regulations

Level of Responsibility:

• Assess client needs and develop individualized service plans
• Coordinate services and resources to support housing stability and client outcomes
• Collaborate with community partners and service providers
• Respond to crisis situations, including de-escalation of challenging behaviors
• Apply problem-solving, sound judgment, and adaptability in dynamic environments

Additional Duties and Responsibilities:

This job description is intended to describe the general scope of the position and is not an exhaustive list of all duties or responsibilities. Additional duties and responsibilities may be assigned as needed based on program and organizational needs.

Qualifications:

• B achelor’s degree required; degree in Social Work, Psychology, or a related field preferred
• Master’s degree (MSW, MA) or relevant licensure strongly preferred
• Two (2) years of experience working with individuals experiencing homelessness or other vulnerable populations, or an equivalent combination of education and experience
• Experience working with individuals with mental health and/or substance use needs preferred
• Experience in case management, outreach, or engagement with hard-to-serve populations preferred
• Knowledge of community resources and service systems required
• Valid driver’s license with an insurable driving record required
• This position requires work in both indoor and outdoor environments
• Outdoor work, including walking and standing for extended periods, is an essential function
• Must be able to work in a variety of weather conditions and community-based settings
• Travel between service locations, including field-based work, shelters, and other off-site locations, is required
• Physical requirements include the ability to walk, stand, bend, reach, and occasionally lift light items