Case Manager Outreach

Description

JOB DESCRIPTION – Bilingual Palo Alto Outreach Case Manager  

Schedule: Monday - Friday: 8-4:30 PM

ABOUT LIFEMOVES

LifeMoves is the largest and most effective provider of  housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing, supportive services, and building collaborative partnerships. With 40 programs , LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive, customized case management through site-based programs and community outreach. 

POSITION PURPOSE

The Bilingual Palo Alto Outreach Case Manager plays a key role in supporting people moving toward safe, stable housing and greater self-sufficiency. This position provides case management services, life skills support, and resource connections. They work in partnership with clients to set goals, celebrate progress, and overcome challenges. Using a trauma-informed and strengths-based approach, this position builds trust and respect, making sure clients feel heard, valued, and supported throughout their journey.

Key responsibilities include supporting clients by connecting them to services, building support networks, facilitating groups and activities, advocating for equitable access, and providing crisis intervention when needed. Beyond working directly with clients, this role may help to improve the overall program by sharing ideas, identifying service gaps, and helping strengthen community relationships. This role maintains clear documentation, contributes to program planning and reporting, and models professional, ethical behavior and works closely with their teammates to provide high-quality, coordinated care. Through their efforts, staff empower clients to grow their strengths, reach their goals, and build a better future.
The Bilingual Palo Alto Outreach Case Manager reports to the Program Director and provides direct outreach and intensive support to people living outside without shelter. This role meets people where they are, builds trust, and connects them to services like shelter, healthcare, and housing. Additionally, they provide education to the surrounding communities. They focus on creating strong relationships and providing flexible support based on each client’s needs.

The Palo Alto Outreach Team conducts outreach to unsheltered individuals experiencing homelessness. The team collaborates with multiple internal and community organizations, especially the LifeMoves Opportunity Services Center, which will be their home base, to provide holistic services to help the individuals return to stability. Additionally the team works directly with businesses in Palo Alto on community engagement and education. 

ESSENTIAL JOB RESPONSIBILITIES

Client Support and Case Management:

• Develop, implement, and revise individual case plans with housing/employment/benefit/health and well being tasks based on client strengths and goals.

• Support clients with tasks including but not limited to housing searches, employment preparation, benefits access, life skills development, build resumes, cover letters, and navigate employment and housing resources. 

• Support clients with enrollment into benefit programs including but not limited to General Assistance, CalFresh, and Cash Assistance Program for Immigrants.

• Coordinate with health care access to understand and support client physical and behavioral health needs. Assist clients by scheduling medical appointments, arranging transportation, and accompanying them to appointments as needed.

• Facilitate client-centered groups, workshops, or education sessions to build skills and confidence.

Resource Connection and Community Collaboration:

• Serve as a liaison between LifeMoves and community partners by building strong relationships, connecting clients to needed resources and services, and educating the community on client needs and trauma-informed care. 

• Coordinate with relevant public partners, for example probation officers, Veterans Affairs, Adult Protective Services (APS), Child Protective Services (CPS) and city, state, and federal agencies, to support client needs and program goals. 

Client Advocacy, Mediation, and Conflict Resolution:

• Serve as a liaison between clients and landlords, employers, or agencies to support successful outcomes. Provide mediation and conflict resolution support as needed.

• Advocate for client rights and reduce stigma around homelessness and mental health challenges. Advocate for clients' needs and strengths when working with partners, landlords, employers, and other agencies.

Data Tracking and Documentation:

• Maintain accurate and up-to-date client records, case notes, reports, and program data in line with agency standards and confidentiality laws utilizing Homeless Management Information System (HMIS) and the LifeMoves internal client management system

• Track client progress, program outcomes, housing placements, employment and learning successes, and community partnerships.

Crisis Management and Safety:

• Provide crisis intervention and make referrals to appropriate services when needed.

General Agency Responsibilities:

• Participate in weekly case conferences, monthly trainings, and regular supervision to strengthen skills.

• Fully participate in all required trainings. This includes completing trainings by assigned deadlines, actively engaging during sessions, and applying what you learn to your daily work. 

  • Training expectations in the first 90 days of employment include but are not limited to CPR, Mental Health/First Aide (MHFA), Nonviolent Crisis Intervention Training, HMIS and internal database training. 

  • Additional required trainings through our online Learning Management System Relias include but are not limited to Client's Experience of Trauma-Informed Care, Working with Individuals Experiencing Homelessness, Overview of Serious Mental Illness for Paraprofessionals, Working with Individuals Experiencing Homelessness and Substance Use Disorder, An Overview of Substance Use Disorders, Strategies for Preventing and De-escalating Hostile Situations, Recognizing and Responding to a Person in Crisis, Maintaining Professional Boundaries, Overcoming Barriers to LGBTQ+ Affirming Behavioral Health Services, Privacy and Confidentiality for Non-HIPAA Covered Entities, Child/Elder/Dependent Abuse Prevention and Mandated Reporting, Preventing, Identifying, and Responding to Abuse and Neglect, Reporting Elder and Dependent Adult Abuse in California, Identifying and Responding to Child Abuse and Neglect

• Attend continuing education opportunities to grow expertise and maintain best practices.

• Be available to work occasional evenings and weekends as needed or as schedule describes.

• Stay flexible and assist with additional duties as assigned by supervisors to meet program and client needs.

Outreach Responsibilities:

• Support clients in encampments and at locations that meet them where they are at.

• Provide basic needs as available. 

Qualifications

QUALIFICATIONS:

Service Level Qualifications:

• Care, Respect, Empathy: Willingness and ability to work with people from all backgrounds with care, respect, and empathy. Understands and is committed to learning about, diversity, equity, inclusion, and belonging (DEIB) practices. Demonstrates radical hospitality by welcoming everyone with kindness, respect, and non-judgment.

• Emotional Regulation: Manages stress and emotions professionally, remaining calm and supportive even under pressure. Understands and practices de-escalation techniques to support safety and positive client outcomes.

• Growth Mindset: Open to feedback, asks questions, and shows a strong growth mindset focused on continuous learning. Curious and motivated to learn about trauma-informed care, crisis support, and harm reduction practices.

• Team & Independence: Works well both independently and as part of a collaborative team. Follows directions, communicates clearly, and seeks help or clarification when needed.

• Documentation: Maintains clear, unbiased, and professional documentation and communication.

• Organization & Prioritization: Demonstrates organizational skills and attention to detail to support smooth daily operations. Shows initiative, takes responsibility for tasks, and engages actively with clients, coworkers, and community partners.

• Technology: Comfortable using basic technology, including phone and messaging systems, email, Microsoft Word, Excel, and databases to complete administrative tasks and case management, reporting, and tracking outcomes.

Care Level Qualifications: 

• Advocacy Skills: Actively advocates for clients, particularly in navigating systems, accessing benefits, and ensuring equitable treatment. Demonstrates the ability to advocate on behalf of clients with various providers and agencies.

• Resource Identification: Able to identify and leverage community resources and services to meet clients' diverse needs. Effectively directs clients to appropriate housing, employment, health, and social service programs.

• Research Skills: Utilizes strong problem-solving skills to research issues, track resources, and find solutions for clients’ needs, including housing, employment, and health & well being.

• Partnership Engagement: Builds and nurtures effective partnerships with community organizations, service providers, and external agencies. Demonstrates strong communication and collaboration skills to advocate for and serve clients.

Specialization Qualifications

• Specific Knowledge: Spanish speaking, writing, and reading at a high level: C level (Advanced or Mastery) 

PHYSICAL DEMANDS:

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, and communicate with others in the workplace. The employee must frequently use hands or fingers and handle or feel objects, tools, or controls. The employee must frequently stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus.

COMPENSATION AND BENEFITS:

This rewarding role offers a competitive annual base salary and an opportunity to participate in the LifeMoves benefits package.

LifeMoves is an equal opportunity employer (EOE) committed to building a culturally diverse staff representing the communities we serve. We provide equal employment opportunities to all individuals without regard to age, race, color, religion, sex, national origin, political affiliation, marital status, physical or mental disability (non-disqualifying), sexual orientation, membership or non-membership in an employee organization, personal favoritism, lived experiences or any other non-merit-based factor.  Candidates who are bilingual/bi-cultural, of color, Native/Indigenous, with disabilities, who identify as LGBTQIA+, or who are members of other marginalized groups are strongly encouraged to apply. We aim to create and sustain inclusive, equitable, and welcoming environments where everyone can thrive.

This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of LifeMoves. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties, and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the job holder’s responsibility.

If you require a disability accommodation during the application process, please contact the Human Resources Department at (650) 685-5880.

We have a comprehensive benefits package, which includes Medical, Dental, Vision, Flex Spending Account, Dependent Care Reimbursement Account, Long-Term Disability, Life Insurance, 401K, etc.

To learn more about our non-profit organization, check out our website at www.lifemoves.org

LifeMoves is an Equal Opportunity Employer (EOE)