ICM Case Manager

Hopics; Los Angeles (CA); On-site; USD 63,039,000 - 74,501,000; Full time

Job summary

SPECIAL SERVICE FOR GROUPS INC is seeking an ICM Case Manager for its Permanent Supportive Housing program in the Los Angeles area. This role reports to the Program Manager and pays $22.00–$26.00 per hour, with full-time status and non-exempt classification.

The position focuses on participant-centered, housing-focused case management and care coordination for individuals experiencing homelessness with complex needs.

Qualifications

• Experience providing intensive case management services.
• Knowledge of Housing First and harm reduction.
• Ability to work with diverse populations and manage caseloads.

Responsibilities

• Outreach intake and engagement with participants.
• Develop individualized Care Plans within 30 days.
• Coordinate with housing providers and County staff.
• Maintain CHAMP, HMIS, and other required records.

Skills

Case management

Housing navigation

Care coordination

HIPAA knowledge

Tools

CHAMP HMIS

County portals

Job description

SPECIAL SERVICE FOR GROUPS INC

Job Description

Title: ICM Case Manager Division: HOPICS Permanent Supportive Housing FLSA: Non-Exempt Full Time Supervisor: Program Manager Pay Scale: $22.00 - $26.00 per hour

Summary

Under the direction of the Program Manager, the Intensive Case Management Services Permanent Supportive Housing Case Manager provides participant-centered, housing-focused case management and care coordination to people experiencing homelessness who have complex health, behavioral health, substance use, and social-service needs. The ICMS Case Manager supports participants from referral and engagement through permanent housing placement and long‑term housing retention. Services are delivered according to Housing First, harm reduction, trauma‑informed care, and cultural humility principles and must comply with Agency, Los Angeles County Homeless Services and Housing, program, privacy, documentation, and funding requirements.

Essential Functions

• Outreach Intake and Engagement

Manage an assigned ICMS caseload without exceeding 100 percent of a full caseload and adjust service intensity according to each participant's needs, acuity, housing status, and Care Plan.

• Accept and process referrals and make reasonable, persistent efforts to contact participants within seven business days of referral or slot assignment
• Complete face‑to‑face intake activities within seven days of slot assignment, including required program forms, consents, authorizations, opt‑ins, participant rights, grievance information, and privacy notices.
• Build trusting relationships through a participant-centered, strengths‑based, low‑barrier, and culturally responsive approach
• Coordinate with referral sources, street outreach teams, interim housing providers, housing navigators, County staff, healthcare providers, and other members of the participant's care team.
• Complete a comprehensive face‑to‑face Initial Assessment using County‑approved tools within 30 days of enrollment and enter the results in CHAMP.
• Develop an individualized Care Plan within 30 days of enrollment that includes participant‑selected SMART goals, action steps, target dates, and expected outcomes
• Complete reassessments and update the Care Plan at least every 90 days, or sooner when participant needs, risks, or circumstances change.
• Assess needs across housing, physical health, mental health, substance use, activities of daily living, income, benefits, legal, education, employment, family, social supports, safety, and community functioning.
• Support participants with housing eligibility and subsidy documentation, applications, unit searches, viewings, property‑management meetings, lease review, move‑in coordination, furnishings, and basic move‑in needs.
• Complete and coordinate subsidy applications within applicable program timeframes, including 14 days after slot entry for project‑based voucher matches and 21 days for tenant‑based voucher matches
• Educate participants about tenant rights and responsibilities, lease compliance, rent payment, budgeting, unit maintenance, neighbor relations, and communication with property management.
• Provide eviction‑prevention counseling, advocacy, mediation, reasonable‑accommodation support, and referrals to no‑cost legal services when housing stability is at risk
• Monitor rental‑assistance or subsidy issues through required portals and promptly coordinate with program leadership, payment providers, property management, and County staff when barriers arise.
• Maintain regular participant contact and provide at least two documented ICMS services per participant each month.
• Complete at least one meaningful in‑person encounter per month for participants in the low service‑intensity tier and at least two per month for participants in the high service‑intensity tier, with additional contact based on need
• Conduct home visits, health and safety visits, field visits, hospital transition‑of‑care visits, and community‑based contacts as appropriate to participant needs and the Care Plan.
• Connect participants to primary and specialty healthcare, mental health care, substance‑use services, benefits, health insurance, employment, education, transportation, legal assistance, food, identification documents, and other community resources.
• Coordinate case conferences and multidisciplinary services with County departments, managed care plans, housing authorities, property management, family or supports authorized by the participant, and other service providers.
• Provide crisis intervention and safety planning, follow incident‑reporting requirements, and support access to 24‑hour crisis resources, overdose‑response education, and naloxone
• Support successful transitions and exits by coordinating ongoing housing, healthcare, behavioral health, benefits, and community services and obtaining required County approval.
• Maintain accurate, complete, timely, and confidential participant records in CHAMP, HMIS, and other required systems.
• Enter services and case notes under the appropriate SMART goal in the participant's Care Plan within three business days of service delivery. Notes must identify the service provided, participant engagement, progress, outcomes, and follow‑up actions.
• Use the correct CHAMP Service Option and Place of Service and ensure documentation reflects services actually delivered. Never create, backdate, or alter documentation to misrepresent services or meet billing requirements.
• Complete monthly Permanent Housing Updates in CHAMP and keep housing status, address, Service Planning Area, move‑in and subsidy milestones, and assigned case manager information current.
• Maintain required enrollment, consent, assessment, Care Plan, reassessment, incident, case closure, benefits, health‑home, insurance, and program participation documentation.
• Review data‑quality reports, correct identified errors within required timeframes, and submit productivity, outcome, and other reports as assigned.
• Protect participant information and comply with HIPAA, applicable confidentiality requirements, universal information‑sharing consent limitations, Agency policy, and County requirements.