Job Description

APPALACHIAN REGIONAL COALITION ON HOMELESSNESS (ARCH)

Housing & Outreach Case Manager – Mountain City/Johnson County Extension

About ARCH

The Appalachian Regional Coalition on Homelessness (ARCH) is a 501(c)3 non-profit organization that serves as the HUD administrator for homeless assistance in Northeast Tennessee through the Continuum of Care grant program.

Vision - To prevent and end homelessness as it is currently experienced in Northeast Tennessee.

Mission - To organize, facilitate and provide homeless services in our region by coordinating front line service providers and collaborating with community partners.

Learn more about ARCH at

Position Details

REPORTS TO: Director of Homeless Programs

The Housing & Outreach Case Manager conducts outreach activities to persons who are experiencing homelessness and provides service activities, case management, community-based resource referrals and advocacy efforts for participants in ARCH supportive services for homeless and imminently homeless program. Outreach will be performed in the following environments: encampments, on the street, places not meant for human habitation, meal programs and day centers. Street outreach duties encompass outreach attempts, contact, engagement, enrollment, navigation, referrals, warm-handoff, and re-engagement. Additionally, this position is responsible for monitoring participants’ progress and needs, accessing and linking participants to resources, and tracking participants who have exited the program.

This position serves Mountain City and Johnson County as an extension of ARCH’s case management and outreach program to ensure resources and assistance are accessible throughout our eight county Continuum of Care service area.

Specific Duties & Expectations

Outreach

· Focus outreach on the unsheltered chronically homeless and other at-risk vulnerable populations that are experiencing homelessness.

· Build rapport with individuals and families in an effort to build trust.

· Partner with other street outreach programs to conduct street outreach as a “team approach.”

· Assess and assist clients with immediate needs including food, water, hygiene products, and emergency shelter.

· Function as a liaison with homeless housing agencies and community partners involved in CARE Coordinated Entry. Attend weekly case conference meetings to advocate for clients on caseload.

· Help clients obtain documentation and/or services. This may include transportation to appointments; assistance with obtaining identification documents; assistance with application for Medicaid; assistance in completing applications for healthcare and/or housing programs.

· Participate in the annual Point-In-Time Count and complete PIT (Point in Time) Count surveys on unsheltered individuals.

· Provide crisis intervention as needed and facilitate immediate referral to crisis services for emergent cases. Use judgment and be proficient with de-escalation skills in order to remain calm and effective when working with consumers of all ages who may be in distress or experiencing a crisis.

· Provide case management to homeless participants while awaiting a housing referral and during a housing program’s enrollment up to the point of housing. This case management might be completed in the office, at a shelter, or in the street.

· Ensure the confidentiality of all clients and/or employee-related information.

· Engage people in a trusting and supportive relationship, providing emotional support and focusing on target goals.

· Engage clients in a trusting and supportive treatment partnership, providing emotional support while maintaining professional boundaries.

· Maintain required records accurately, comprehensively and in a timely manner, including data entry into the Homeless Management Information System.

· Comply with all CoC (Continuum of Care) Coordinated Entry System policies and procedures.

· Provide ongoing updates and feedback to the Program Manager regarding the Coordinated Entry System.

· Review client assessments and provide referrals to mainstream and homeless program housing opportunities.

· Maintain an updated resource guide for all eight counties of the Continuum of Care (CoC).

· Coordinate with homeless housing providers to ensure referral process is followed in accordance to written standards.

· Ability to maintain clear personal and professional boundaries with clients.

· Ability to work effectively in constantly changing and sometimes demanding or stressful environments.

· Ability to remain alert and on duty throughout shifts.

· Ability to respond responsibly in emergency and crisis situations.

· Ability to follow detailed instructions.

· Ability to effectively interact with clients, co-workers, and volunteers with diverse ethnic and cultural backgrounds and treat everyone with respect, dignity, and compassion.

· Employee must agree to be subjected to outside environmental conditions while conducting various levels of outreach to homeless neighbors. In addition to working in a typical office environment, the navigator will be required to work in outdoor areas inhabited by homeless people.

Case Management

· Responsibilities and tasks include case management activities, working with populations who are at risk of losing their housing and in need of stabilization services.

· Provides strengths-based case management to imminently homeless clients as assigned. Case management will involve individual service plan development, monitoring, linkage to appropriate community resources, follow-up, advocacy, appropriate discharge, and tracking client outcomes.

· Conduct case management to support imminently homeless clients in danger of eviction in housing stabilization.

· Maintains precise and accurate documentation of case management services, including client files and entries into the program database.

· Adhere to the policies and procedures outlined in the ARCH Written Standards and Grant Program Manual.

· Work with supervisor in preparing all required reporting and reimbursement claims.

· Assists participants with completing lease agreements and obtaining other supportive documents such as identification, social security cards and so forth as required by leasing agents/property.

· Maintains up--to-date information regarding client housing including occupancy, move-outs, and vacancies.

· Assists clients in accessing and maintaining entitlements and benefits.

· Assists clients in achieving goals relating to grant compliance; focuses on meeting the specific needs of each individual or family through joint development and implementation of ISPs (Individual Service Plan).

· Participates in Coordinated Case Management with ARCH co-located partner agencies.

· Establishes and maintains collaborative working relationship with community resources; attends and participates in appropriate coalition and other community resource meetings.

· Strong writing, reading, listening and speaking communications skills.

· Able to set and observe appropriate boundaries with clients.

· Possess well-developed decision-making skills and attention to detail with a high level of accuracy.

· Ability to excel in a diverse, collaborative team environment.

· Possess a high level of interpersonal skills to handle sensitive and confidential ARCH, client, donor, and employee information and situations.

· Able to multitask and remain calm in demanding and unpredictable situations.

· Possess ability to understand various ARCH operations and procedures.

· Able to maintain a professional, customer service-oriented attitude at all times.

· Ability to meet face-to-face with homeless individuals of diverse backgrounds and disabilities, including physical, mental, substance abuse, HIV/AIDS, etc.; able to develop rapport, provide information, and refer with sensitivity to cultural issues.

· Ability to work and communicate with staff, clients and their families, donors, vendors, community agencies, etc. to meet their needs in a polite, courteous and cooperative manner, yet appropriate assertiveness as situations may demand.

· Display a high level of initiative, effort and commitment towards completing assignments efficiently.

· Possess excellent time management skills and the ability to work with minimum supervision.

· Performs other related duties as required.

SKILLS

· The ability to work independently and solve problems creatively.

· Plan and organize work effectively and ensure its completion.

· Superior written and oral communication skills and outstanding computer skills, including the capacity to use Microsoft Office 365 programs.

Requirements

· Must maintain a valid Driver’s License and be insurable to drive ARCH (Appalachian Regional Coalition on Homelessness) vans.

· Physical ability to lift 25 pounds, sit, stand, bend, reach, and perform cleaning duties.

· Ability to spend long periods of time sitting and working at Computer.

· Pass a criminal background check.

Education and Experience

· Bachelor's Degree required. Majors in social work or behavioral science strongly preferred.

· Two years of case management experience strongly preferred.

· Working knowledge of community resources as they relate to homelessness.

· Experience in communications and customer service a plus.

· Bilingual a plus.

Compensation and Benefits

· 401(k) Retirement Plan

· 80% employer / 20% employee health insurance

· ARCH provided life insurance policy ($25,000).

· Optional dental, vision and other misc. insurance options (100% employee paid).

· 8 hours vacation time + 8 hours sick time accrued monthly.

· 8 ARCH staff holidays. 2 additional “floating” holidays for use at employee discretion.

· 4 Day, 34-hour work week; Monday – Thursday schedule with 3-day weekends!

This is a non-exempt, hourly position. The yearly compensation for this position is $38,000 .

NOTES:

1. Benefits are subject to change at the discretion of the Board of Directors

2. Yearly pay is based on 1768 hours/year at ≈$21.50/hour.

3. This position is an in-office role with no potential for a remote/hybrid schedule.

Application Procedures

Applications for this position are due by 11:59 PM on September 28th, 2025 . Applications will be reviewed between 09/29 - 10/01, with offers for interviews being extended before COB on 10/01. Interviews will be scheduled between 10/06 through 10/08. Final offer of employment will be made before COB on October 9th, 2025.

Applications can be submitted on indeed or by emailing your resume to hr@archcoc.org .

Equal Opportunity Statement

The Appalachian Regional Coalition on Homelessness (ARCH) and the ARCH Continuum of Care (ARCH CoC) does not and shall not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status, in any of its activities or operations.

Job Type: Full-time

Pay: $38,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Loan forgiveness
• Paid time off
• Vision insurance

Work Location: In person

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