Lead Intake/Access Case Manager

Job Title: Lead Intake/Access Case Manager

FLSA Status: Full Time - non-exempt
Reports to: Connection Center Program Manager

Supervises: Intake/Access Case Managers

Rate of Pay: $28.84

Closing Date: 11/11/2025

Benefits: Standard; Full-Time, Non-Exempt employees are eligible for but not limited to the following:

• Health, vision, dental, life as well as voluntary life and disability insurance
• Sick leave benefit - 1 day per month, 12 sick days per year (accrual and availability begins at hire)
• Vacation benefit - 10 vacation days per year, accrued at the rate of .0385 hours for each hour worked, excluding overtime (accrual begins at hire but may not be used until the completion of six months of employment)
• One floating day off for use (accrued immediately, and again annually, but may not be used until the completion of the initial three-month introductory period of employment)
• Pension Plan (after one year of continuous service)
• Voluntary Tax-Deferred Annuity Plan (403(b)plan)

Position Summary

The Lead Intake/Access Case Manager supports the provision of Coordinated Entry of social services in Colorado by providing information, referral, intake assessment, and emergency casework services over the phone, via email, video chat, and/or in person. The Lead Intake/Access Case Manager will provide case management services using homeless diversion and prevention strategies and will also be responsible for using HMIS and Salvation Army databases to document assistance, referrals, and to track assisted households monthly, for at least one year. Provides easy access to tailored solutions for families in Metro Denver that are experiencing homelessness, are at risk of experiencing homelessness, or who are precariously housed, to promote long term housing stability. The Connection Center is open Monday through Friday from 7:00 am to 9:00 pm, and weekends from 10:00 am to 2:00 pm. Please note that these hours may be extended in cold weather activation.

Duties and Responsibilities

General

* Answer calls for information regarding The Salvation Army's assistance programs and other community resources.

* Focus on triaging, VISPDATs, and providing assistance as needed.

* Assess needs and identify resources to establish individual case plans.

* Connect qualified candidates with their appropriate partner agency.

* Provide tailored case management and financial assistance when appropriate.

* Document calls accurately utilizing a computerized internal database.

* Record and track assistance in HMIS according to HUD standards.

* Complete all required assessments with households to determine program eligibility.

* Use active and compassionate communication skills.

* Maintain comprehensive case management files and statistics required by funding sources.

* Provide Emergency Services to clients over the phone in Service Extension zip codes in the Intermountain Division where there is no or limited Salvation Army presence.

Intake/Access-Specific Responsibilities

* Provide direct supervision and training of the Access/ Intake case management team.

* Utilize creative approaches to resources, supportive services, and housing opportunities.

* Recognize that a one-size fits all approach is not appropriate for those who are unhoused and instead seeks to utilize out of the box, progressive engagement approaches.

* Understand when a lighter touch rapid resolution navigation and case management focused services or more intensive resource navigation, referral and housing financial support is needed.

* Assess the family situation including strengths and opportunities quickly and through ongoing rapport building.

* Ensure that all eligible households are provided VISPDATs and are enrolled in OneHome in a timely manner.

* Recognize that OneHome is not the solution for all, and work to identify any opportunity for rapid resolution responses, or alternative housing solutions outside of OneHome.

* Refer households to relevant and appropriate resources in the community, and in many cases provide warm hand offs or even more intensive support for engagement in services.

* Report weekly to Program Manager.

* Other duties as assigned.

Education/Experience, Skills, Qualities, Requirements

Education/Experience

* Bachelor's degree required; master's degree preferred

* Bachelor's or master's degree in social work, or a related field, transcripts required

* Two years' experience in providing casework services required

* Experience working with individuals from a variety of backgrounds and educational levels required

* Customer service experience preferred

* Working knowledge of integrated database applications preferred

Skills

* Critical thinking

* Sound judgment and decision making

* Works well with a team

* Excellent oral and written communication

* Computer proficiency with Microsoft Word and Excel

* Working knowledge of integrated database applications

* Able to use new software programs with basic training

* Bilingual preferred Qualities

* Must be highly motivated and a self-starter

* Supportive of The Salvation Army's mission

* Able to reflect and model the high standards of our organization

Requirements

* Driving

If the position requires driving:

o The employee must be 21 years old at minimum (for insurance provision) and possess a valid in-state driver's license

o An MVR will be processed every year in accordance with The Salvation Army's policies

* Background Check

o Continued employment will be contingent upon a biennial (every two years) background check that is processed in accordance with The Salvation Army's policies

* Physical

Ability to maneuver, to remain in a stationary position, to grasp, push, pull, and reach overhead, to lift 25
pounds, to access and produce information from the computer, to operate telephone, to understand
written information