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Volunteers Of America Colorado Residential Case Manager in Denver, Colorado

Residential Case Manager

Denver, CO



The Residential Case Manager at Irving Street Women’s Residence (Irving) is directly responsible for the management of the facility (during their shift), the service provision for the participants in the program, assisting the residents with maintaining their housing in the program as well as obtaining housing in the community upon exit. This program is a HUD identified Safe Haven serving up to 25 individuals identifying as an unaccompanied woman experiencing chronic homelessness with at least a mental health disability in a 24 hour residential program. Service modalities include Housing First, Trauma Informed Care, Harm Reduction, Motivational Interviewing, Crises De-escalation and Critical Time Intervention. Job duties include conducting needs-based and program eligibility assessments, engaging in community outreach, providing case management services, milieu management, maintaining the cleanliness of the facility, crisis management and de-escalation, life skills, connection to income resources and/or public benefits, determining rental amounts, landlord recruitment/mediation, attending meetings/trainings within the community, collaborating care with service providers and multi-disciplinary teams and accompanying participants on appointments as needed. Further, Residential Case Managers will have an expertise on mental health services and may develop specialty areas including housing, employment, legal services, benefits, or others as indicated by the needs of the program.

Requires use of personal vehicle for securing and maintaining housing for the participants enrolled in the program.


• Ensures that the resident’s voice is heard, and when appropriate the resident’s ideas play a prominent role in programming.

• Responsible for possessing an in-depth knowledge regarding program requirements, including the referral process, support services, allowable costs, field-relevant best practices, utilization of the coordinated entry system and HUD permanent supportive housing standards within a Safe Haven Model.

• Provides intensive case management for the acute population; ensures residents receive regular engagement in services. Facilitates the delivery of appropriate services for residents as indicated by relevant service modalities through an equity lens.

• Responsible for assisting residents in obtaining necessary documents to obtain and maintain housing; identification documents, income changes, etc.

• Responsible for identifying and serving the unique needs of residents participating utilizing screening and assessment tools, including a housing readiness assessment and ensuring the completion of needs-based screenings.

• Assist clients in their search for housing; filling out rental applications, interpreting leases and understanding tenant rights and responsibilities. Attends housing orientations and lease-ups for residents exiting Irving Street. Utilizes the OneHome system as required by funding sources.

• Demonstrates knowledge of resident-specific resources, a passion for serving the population and people experiencing homelessness, and the ability to contribute to the program-wide objectives of a diverse and dynamic team.

• Develops, directs and monitors the implementation of quality Housing First/CTI-based supportive services tied to housing stability. Coordinates with the entire team to deliver services most appropriate to meet the needs of the residents in a Safe Haven Model. Assists in relocating residents as needed and securing emergency housing.

• Supports team members by serving as a resource for analyzing and solving problems and staying abreast of current issues and theories within the field.

• Attends orientations, trainings, education programs, staff meetings, community meetings, conferences and workshops as requested and applicable to meet the needs of the position. May provide training and mentorship to team members and community stakeholders regarding best practices in relevant service models and practices.

• Clearly documents all client interactions along with required eligibility and demographic information. Obtains and maintains chronic homelessness documentation and disability documentation. Ensures timely reporting within data entry systems and hard copy files in accordance with grant guidelines. Develops specialized knowledge related to service delivery database systems within the organization including Service Point and Homeless Management Information System (HMIS).

• Performs duties in a professional manner by maintaining the confidentially of all information and by participating effectively within and across teams.

• Assists with community-wide outreach to identify chronically homeless females identifying as individuals who have mental health concerns and other barriers to housing stability.

• Maintains physical and emotional safety of all residents in the facility. Manages the milieu and addresses any resident conflict immediately to de-escalate. Will contact emergency personnel as necessary and will accurately and adequately complete any reports or documentation required.

• Transports residents to appointments such as medical, mental health, legal, housing and other service providers/ agencies.

• Serves as a member of the coverage on-call rotation team (full-time only).

• Provides coverage at other facilities other than assigned facility as requested by management staff.

• Participates during work hours in the scheduling of staff for open shifts as requested by management staff.

• Attends staff meetings and training as scheduled. Participates as an equal member of the Irving Street team.

• Maintains regular front desk duties that include but are not limited to: answering phone calls, taking message, accepting donations, handling mail, handing out bus pass.

• Serves as a mentor to junior personnel to develop knowledge and experience regarding best practice standards within their workgroup. May be responsible for training staff members assigned to their team.

• Performs job responsibilities in accordance with the Social Work Code of Ethics.

• Performs all other duties as assigned.


• Models core culture attributes of VOACO that include “AIRS” (Accountability, Integrity, Respect and Service).

• Models and VOACO’s three critical virtues of HHS (Hungry, Humble, People Smart).

• Utilization of various databases including Homeless Management Information System and Service Point.

• Ensures equitable and inclusive services.

• Ensures that resident(s) has an active voice in programming.



• Bachelor’s degree in human services, social work, or a closely related field or related experience.

• At minimum, one full year of working with the chronically homeless population.

• Willing to obtain first aid, automated external defibrillator and cardiopulmonary resuscitation certifications and keep current.

• Criminal and civil background checks within 30 days of hire.

• Good organizational and planning skills; works well as part of a team.

• Colorado driver’s license and state-mandated automobile insurance. Reliable and accessible vehicle to transport clients.


• Experience working with individuals experiencing severe and persistent mental health concerns

• Residential case management experience and/or milieu management.

• Crises intervention skills


• Expert written, oral, and interpersonal communication skills.

• High level of competency working with Microsoft Office suite and cloud-based applications.

• Strong time-management and prioritization skills.

• Experience working both independently and, in a team-oriented, collaborative environment.

• Strong organization skills


• Must be willing to use vehicle for service provision throughout a seven county area.

• Ability to be single-staffed while in the facility while having the responsibility for the safety of up to 25 residents as addition to their case management duties.

• Ability to quickly and safely go up and down stairs regularly throughout the shift to do perimeter checks, and in cases of an emergency.

• Some lifting is required, but should rarely exceed 25lbs.


• Position is full-time and may go over 40 hours/ week at times.

• While on duty, there is single-staffing must arrange for coverage if there is a reason to go off-site (must be pre-approved).

• Expectation to stay at the facility for the entirety of their shift.

• All full time staff are considered “essential staff,” requiring to be on their scheduled shifts regardless of holidays or inclement weather. This is compensated as determined by HR.

• All full time staff are also required be on the on-call rotation. This may result in being on-call approximately every 4-6 weeks. During on-call, all staff are required to answer calls for coverage issues for an entire seven days (Friday at 5pm until the next Friday at 5pm). This may require coverage of shifts at all residential facilities. There is a $100 stipend as compensation for being on call plus any overtime worked.


Program is located at 601 S. Irving St. Denver, CO 80219. The main staff office is located in the entrance area of the facility.

Type:Full Time

Salary:Commensurate with experience, expertise, proficiency and market bench marking.

Work Schedule: Tues-Sat 2pm-10pm

Benefit eligibility is based on job type/status

Paid Holidays

Paid Time Off

Volunteer/Wellness Day

Tuition Assistance

Pension and 403b Retirement Plan

Health, Dental, Vision, Pet Insurances

Life Insurance (Including Accidental Death & Dismemberment)

Accident Insurance

Short Term & Long Term Disability

Employee Assistance/Work Life Balance Program

Employee Discount Program

LifeLock with Norton