Job Objective:

Provide service delivery coordination and supervision for the Supportive Services for Veteran Families (SSVF) program, including delivery of Rapid Re-housing and Homeless Prevention to eligible Veterans in the assigned service area in the Kansas & Western Missouri Division. Provide direct supervision of Case Management and Veteran Navigation personnel.

Essential Functions:

This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of the position. Other job-related responsibilities and tasks may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

1. Supervise & Coordinate Service Delivery: Manage, supervise, train, and support a team of Case Managers, a Veteran Navigator, and a Health Care Navigator in delivery of quality supportive services in accordance with 38 CFR Part 62, Program Guide, Housing First, Veterans Affairs (VA) priorities, SSVF/Salvation Army policies and procedures, SSVF written processes, FOFA requirements, and Commission on Accreditation of Rehabilitation Facilities (CARF) standards. Implement, lead, and participate in the development of weekly staff team meetings. Attend required weekly management meetings, required SSVF training, conference calls, webinars, and coordination meetings.
2. Case Management Supervision & Oversight: Supervise case management services including screenings, referrals, eligibility, recertifications, assessment, crisis intervention, advocacy, and documentation. Effectively manage case management production goals. Ensure staff are coordinating, collaborating, and partnering with community services, resources, and programs to ensure quality service delivery and documentation.
3. Veteran Navigation Supervision & Oversight: Supervise Veteran Navigators in the implementation of the SSVF written processes, outreach planning, and outreach production goals. Monitor Veteran Navigator referrals and caseload size to ensure the needs of the Veterans, and outreach goals are met. Collect and maintain weekly completed outreach location logs and ensure accuracy on the Outreach tracker monthly.
4. Personnel Orientation & Supervision: Provide solution-oriented motivational direct supervision of all assigned Case Managers, Health Care Navigator, and a Veteran Navigator. Provide and document required monthly supervision and submit supervision logs to the Assistant Director monthly. Coordinate, schedule, and assist with interviews for open positions. Provide standardized orientation, training, and follow up coaching for new hires. Ensure all new hires are provided a minimum of weekly supervision up to the 90-day evaluation and more if needed. Complete the 90-day new hire orientation evaluations and submit to the Assistant Director. Submit completed training guides on all staff to the Assistant Director for review. Address performance concerns with the Assistant Director using corrective action and progressive discipline. Provide all completed yearly performance Evaluations to the Director and the Assistance Director as requested. Based on the results of file reviews and documentation submitted, as well as case presentations identify training needs to develop or improve staff competencies. Provide ongoing oversight of the Quality Assurance/Quality Improvement portions of service delivery implementation and documentation. Provide the final approval on all enrollments, recertifications, check requests, exits, Temporary Financial Assistance expenditures, and compliance reviews. Ensure target numbers are achieved, case load sizes are appropriate, and work hours meet the needs of Veterans served. Review, approve, and monitor mileage, travel, and training expenses in accordance with standards.
5. Temporary Financial Assistance (TFA) Review/Approval: Oversee the training and completion of all check requests as detailed in the written process for check requests. Train and oversee all case management staff using the written process and program guidelines. Review and provide final approval on all TFA check requests per SSVF Program Guide requirements. Report changing community/population needs that impact TFA and SSVF interventions.
6. Continuum of Care (CoC) & Community Coordination: Attend and represent SSVF at assigned CoC meetings/subcommittees, coalitions, conferences, planning meetings, or task force as directed by your direct supervisor. Manage personnel in attendance and participation in CoC efforts for: coordinated entry systems (CES), coordinated outreach, diversion, prioritization, and coordination with community partners, including VA Medical Centers, and Veterans Service Officers (VSOs). The assigned community meeting list will be updated as requested and submitted to your direct supervisor in a timely manner.
7. Outreach Implementation & Supervision: Develop and supervise the implementation of the outreach plan and activities as requested and required. Submit timely updates to the outreach plan in assigned territory as needed or when directed. Ensure timely outreach follow up, monthly submission of the outreach location log, entries on the outreach tracker, and staff participation in homeless outreach events (Stand Down, Project Connect, etc.). Participate in outreach coordination meetings and supervise landlord and employer outreach. Submit outreach planning calendar, outreach location logs as part of your monthly report.
8. Reporting: Submit timely reports required by the SSVF Director, Assistant Director, the VA, SSVF Program Office, and The Salvation Army (monthly reports, bi-weekly payroll, and other reports as assigned).
9. Continuous Quality Improvement (CQI): As required conduct case record and homeless management information systems (HMIS) case review for completion and accuracy in accordance with requirements and standards. Monitor compliance of service delivery in accordance with SSVF regulations, written processes, training, policies and procedures, and program objectives, goals, quality measures, and outcomes. Assist with review of complaints, grievances, rights violation, ethics violations, confidentiality violations, and document findings. Develop corrective actions for training, discipline, and supervisor monitoring. Participate in program evaluation, strategic planning, participant/stakeholder feedback review, and supervision of staff implementation. Participate in CARF accreditation process reviews, including self-surveys, policies/procedures, and other program audits and evaluations.
10. Risk Management: Timely reporting of fraud, loss, theft, accidents, injuries, death, critical incidents, and sentinel events through the appropriate reporting chain of command per agency and grant reporting standards. Participate in post-incident "root cause analysis" to determine corrective actions or policy changes needed for prevention and/or mitigation of serious incidents.
11. Personnel Development: Participate in training and performance goals for supervisory personnel on coaching for performance, employee management, interviewing, employee discipline, risk management, time management, safety planning, best practices, and continuous quality assurance and improvement.

Key Performance Indicators

1. Communication: Verbal and written communication is clear and professional and listens effectively to others.
2. Works Efficiently: Understands and performs job roles, functions, tasks, and responsibilities. Work is focused on program goals and accomplishes assignments.
3. Service Orientation: Provides appropriate management and supervision of direct reports to ensure delivery of quality services.
4. Teamwork: Builds good working relationships with others and is cooperative and respectful. Effective service delivery team leadership and active participation in management and service coordination teams. Supportive and effective working relationships with peers.
5. Flexibility/Adaptability: Accepts change in a positive manner, effectively adapts to changing needs of program.
6. Financial Impact: Values, guards and uses efficiently, the assets, and resources of The Salvation Army including grant funded assets and resources.
7. Initiative: Self-starter and responds appropriately and quickly.
8. Self-Development: Seeks new opportunities to learn and grow in the performance of job duties and in the development of additional personnel management/supervision competencies.
9. Technology Proficiency/Change: Learns and adapts to new procedures, policies, and technologies.
10. Innovation/Creativity: Generates ideas and offers solutions.
11. Attendance/Timeliness: Good attendance, punctuality, prioritizes tasks, and responds promptly.
12. Supervision: Provides motivational management/supervision and gives appropriate clear direction and supervision to staff, student interns, and volunteers (as applicable).

Minimum Qualifications:

The requirements listed below are representative of the minimal education, experience, certifications, skills, and/or abilities required for this position.

Education: BA with relevant experience required as noted below. MA/MSW preferred.

Experience: A combination of direct service, service coordination, supervision, leading teams, program management, and/or SSVF experience. BA degree requires 2-3 years of relevant experience in a team lead position. MA/MSW degree requires 1-2 years of relevant experience in management or supervision of direct services. 2-4 years' relevant experience preferred in supervision with experience in case management, service coordination, community collaboration, standard practices, documentation, and confidentiality. Prefer experience with homeless or Veteran populations, and social services in Kansas and Missouri.

Certifications/Licenses: None required; licensing preferred for supervision of interns.

Skills/Abilities/Competencies:

1. Collaborative Management Skills & Competencies: Critical thinking, assessment, solution building, and collaborative team orientation to meet goals. Motivational delegation of projects, deadlines, and tasks. Ability to manage multiple projects and deadlines simultaneously.
2. Planning Skills & Competencies: Organize/implement plans, standardize service delivery, and management of multiple projects and deadlines simultaneously.
3. Communication Skills & Competencies: Professional written and verbal communication skills in Standard English, concisely articulate information for application, presentation, and public speaking.
4. Cultural Competency Skills & Competencies: Adaptable in culturally diverse environments and respect for cultural differences.
5. Community Practice Skills & Competencies: Engage with others, form collaborative alliances, influence, motivate, manage change, and address barriers. Plan interventions to address program and community need using best practices.
6. Leadership, Systems Thinking Skills & Competencies: Effective collaboration and coordination skills modeling ethical standards. Adaptability to changing conditions and requirements. Discretion in confidential information flow. Ability to interpret standards and guidelines and communicate requirements to others. Conflict resolution and mediation skills.

Supervisory Responsibility:

This position may recommend employment status changes, make disciplinary recommendations, and formally evaluate performance of subordinate employees. Supervises a team of case managers, a Veteran Navigator, and a Health Care Navigator.

Physical Requirements:

1. Sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or occasional basis.
2. Grasp, push, pull objects, such as reference materials, files, file cabinet drawers, and reach overhead.
3. Operate telephone and electronic communication devices.
4. Operate other office equipment including personal computer, copier, fax machine, and scanning equipment.
5. Ability to lift up to 25 lbs. occasionally.

Travel:

Must have a valid driver's license, private vehicle, maintain insurance, meet & maintain "qualified driver" status, with ability to travel up to 50% of the time. Most travel is accomplished in one day with periodic overnights out of town due to distance or training requirements.

Driving:

Must possess a valid driver's license from the state in which you reside. Must be approved through The Salvation Army Fleet Safety Program to drive either a Salvation Army or personal vehicle on Salvation Army business.

Working Conditions:

Work is performed in the field and within a typical office environment. Full-time position; may require some weekend and evening work. Must pass a background check and meet requirements of the agency's drug free workplace policy.

All employees recognize The Salvation Army is a church and agree they will do nothing as an employee of The Salvation Army to undermine its religious mission.

The Salvation Army Mission:

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.