The Case Manager is responsible for assisting families to achieve independence by helping them to identify and address issues that impact their economic, physical, and emotional well-being. Using a trauma informed approach, case management will include goal setting, connecting clients to appropriate resources, and helping them navigate a path to independence. The Case Manager will work closely with the Executive Director and Program Coordinator in the implementation of programs for families with minor children that prevent or divert family homelessness, or provide shelter to families who are experiencing homelessness.


Qualifications and Competencies 

The case manager will possess a minimum of a Bachelor of Social Work or equivalent and be certified in the State of Wisconsin. 3-5 years experience of providing Case Management, Social Service work and experience with families experiencing homelessness is preferred. The following competencies will allow the case manager to function to the highest degree:

  • Case Management and superb listening skills.
  • A commitment to the Ethical Standards and principles set by the National Association of Social Workers. 
  • Sets clear and appropriate boundaries with guests, volunteers and other staff members.
  • Flexibility and adaptability. 
  • Can manage crises.
  • Strong oral and written communication skills.
  • Ability to work with diverse clients and a network of volunteers, supporters and agencies in a friendly  and professional manner. 
  • Advocates for guests.
  • Commitment to confidentiality.
  • Possesses leadership skills.
  • Organized. 
  • Ability to speak Spanish. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

  • Provide Case Management to families with minor children who are experiencing homelessness or on the verge of becoming homeless through programs that focus on prevention, diversion, shelter and stabilization for the purpose of assisting each family/individual to achieve self-management, independence and permanent housing. 

  • Set unique goals with each family and provide accountability so each family can achieve independent and permanent housing. 
  • Connect guest families to needed third-party services and programs and advocate on each family’s behalf for the acquisition of services and resources necessary to maximize their success.   


  • Conduct shelter intake assessments by phone and in person and then assess the ability of Family Promise to assist the applicant.


  • Investigate applications for prevention and determine their eligibility for assistance.


  • Make collaborative decisions based on organizational guidelines and in collaboration with the Executive Director and staff about eligibility for shelter and prevention assistance.


  • Conduct regular home visits to families assigned to the Case Manager.


  • Maintain necessary records and statistics about each family as needed by the organization.


  • Devise, implement and regularly review admission guidelines and procedures with staff and the program committee. 


  • Orient guest families to the shelter and/or prevention program, its requirements and guidelines.


  • Utilize, maintain and update a Family Promise regional landlord referral system, from which guest and alumni families can secure apartments.


  • Utilize, manage and update a regional job referral system from which guest and alumni families can obtain jobs.


  • Work closely with the Program Committee and the Executive Director in  evaluating program effectiveness and making changes as needed.


  • Maintain in a timely and thorough manner various information management systems regarding referral sources, referral outcomes, guest intakes, guest progress, program completion, guest discharges, alumni progress and outcome measurements including Service Point and Coordinated Entry.


  • Provide follow-up support and programs for discharged families, maintaining regular and formal contact with each family for up to a year.


  • Advocate on each family’s behalf for the acquisition of third-party services and resources necessary to maximize their success.


  • Provide input and work collaboratively with the Program Coordinator on:
    • Family Resource Center operations, including management of: the facilities; vehicles; in-kind donations; supply inventory; van driver schedules (including scheduling), and; weekend supervisors (including scheduling).
    • Apartment Shelter Program including Family Homelessness Prevention Program particularly on processing applications and tabulating statistics.
    • Assist in the planning, implementation and marketing of formation sessions to assist families in needed areas of growth. Sessions could include financial literacy, budget planning, mental health issues, relationship support among others.
    • Support supply drives by identifying needs, families for reception  and distribution of items.
    • Congregational Shelter including: the annual host week calendar; the weekly guest update; monthly volunteer coordinator meetings; weekly/daily communications with on duty host and support volunteer coordinators; managing output data from the congregations; and assistance with annual congregational program reviews.

Supervisory Responsibility

This position will directly manage volunteers, clients and when assigned an intern.

Work Environment

This job operates in an office environment within a day center shelter for homeless families.  It involves regular interaction with and distraction from day center guests along with drop-in/call-in donors, volunteers, vendors and clients. Home visits are required. This role routinely uses standard office systems such as computers, phones, photocopiers and filing cabinets.

Physical Demands

The employee is regularly required to talk and hear.  The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.  Should be able to lift and move up to 25 lbs. 

Position Type/Expected Hours of Work

This is a full-time, exempt position. Some hours are scheduled to ensure coverage of the Family Resource and Day Center. General hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend hours are regularly required.  


Local travel by automobile during the business day occurs regularly and should be expected.  There is some evening and weekend travel.  Out-of-the-area and overnight travel is rare.

Other Duties

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.