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Health Support Case Manager Lead

Health Support Services | Santa Ana, CA | Full Time

Job Description

About Us:


Helping Our Most Vulnerable Change Their Life Stories

Volunteers of America is a non-profit human services organization committed to serving people in need, strengthening families, and building communities.  VOALA provides a variety of social services to Los Angeles area communities such as Head Start programs, Upward Bound college prep programs, veterans’ services, homeless shelters, low-income housing program as well as drug and alcohol rehabilitation. Learn more at


Health Supportive Services (HSS) provides assistance with obtaining housing navigation services. This includes assisting with voucher applications, housing applications, developing an individual housing support plan, etc. HSS also helps with funding for housing deposits to successfully sign a lease, along with a furniture bundle once the client has successfully moved in. Also provides housing stability support via case management to ensure client maintains stable housing tenancy. This is done by aiding with financial literacy, providing referrals and resources, and more.

Services offered to:

  • Individuals experiencing homelessness
  • High Utilizers with frequent hospital or ER visits/admissions
  • Individuals with serious mental illness (SMI) or substance use disorder (SUD) and other health needs.
  • Individuals transitioning from incarceration.
  • Housing Navigation: assists homeless members with finding housing.
  • Tenancy Services: assists formerly homeless members with maintaining safe and stable tenancy once housing is secure.



The Lead Health Support Case Manger (Lead HSCM) will arrange, coordinate, monitor, mentor, and assure all delivered services by the ECM Team meet California ECM guidance. This includes assisting the ECM Team as they provide culturally appropriate health education and information, helps people get the care they need, gives informal counseling and guidance on safety, social distancing and health behaviors, advocates for individual and community health needs, and provide some direct services such as high touch service and coordination to referrals for health care and behavioral services, dental, housing, long term and food services. The ECM Team will develop care plans and strategic interventions to decrease risk and help clients achieve improved health and well-being. Enhanced care managers are concentrated on the coordination and monitoring of cost-effective, quality direct care services for the individual, as well as connections to needed community supports for indirect care needs, such as, first aid and blood pressure screening.


Lead Duties

  • Assign and monitor case load of ECM team:
    1. Review daily referrals and screenings of potential clients.
    2. Designates clients to team for intake and ensures all supporting documents are verified
    3. Provides information and referrals for callers and walk-ins
  • Monitors ECM team on a regular basis to determine quality and effectiveness of services provided
    1. Review cases with Program management and ECM Team
    2. Audit case file on a regular basis for completeness and accuracy

Outreach and community mobilization

  • Prepare and disseminate material, find and recruit participants, assess community needs, visit homes, promote health literacy, be an advocate.

Community/cultural liaison 

  • Organize communities, be an advocate, translate and interpret, conduct assessments.

Care management and care coordination

  • In coordination with Program Management and/or primary caregiver, establish the basic needs of the participants.  
  • Engage families, conduct assessments, address basic needs, set goals and plan actions, provide informal layman counseling, suggest referrals, give feedback to providers, produce documentation.
  • Facilitates clients in their comprehensive health self-screenings to collect functional, environmental, psycho-social, employment, housing, educational, and health information, as appropriate
    • Assess barriers facing the clients and develop a health care plan.
    • Coordinate individualized planning with clients to meet short- and long-term needs.
    • Provide service linkages and support systems to ensure identified needs are met.

Home-based support 

  • Visit homes, assess environments, promote health literacy, provide coaching, implement action plans.
  • Coordinates health case conferences with clients, consults with service team, monitors progress of clients on health case plan, assists clients to meet the agreed upon goals.

Health promotion and health coaching 

  • Teach and model behavior change, coach on problem solving, reduce harm, promote treatment adherence, facilitate support groups.
  • Designs and provides a comprehensive health services plan for each client that includes a broad range of community medical/health services including assisting clients with physical and emotional needs, and referral to appropriate service providers, maintains individual client health data and information in a secure, HIPAA compliant manner.
    1. Supports participants with medication monitoring and refills, life skills activities and general mental health.
    2. Provides linkages to specialty care including Sobering Centers and SUD services.
    3. Assist participants with adherence to primary care visits by proving reminders, transportation and in person support during appointments.
    4. Coordinates case conferences with clients, consults with service team, monitors progress of clients on health case plans, assists clients to meet the agreed upon goals.

Enhanced Coordination of care

  • Connect participants to housing navigators and housing services.
  • Assist with referral and applications for housing supports including deposits.
  • Supports participants with accessing income benefits including SSI/SSDI and other benefits.   

System navigation 

  • Help patients navigate, coordinate, and follow up; translate, and interpret.
  • Provides health administration services including: direct communication with medical providers, referrals to other providers and community health resources, general health instruction to clients, and instruction and in-servicing to counseling line staff including instruction on monitoring of self-administration of prescribed medication.

Participatory research 

  • Be an advocate, engage partners, interview, perform data entry, and conduct web searches.
  • Participates in weekly health case review with Program Staff to ensure best quality care for clients, and continuous improvement of services.
  • Acts as liaison between Program Staff and Medical Providers, in order to coordinate best care of clients
  • Interact with other program CHWs to develop best practices.  



  • Must be able to pass a fingerprint clearance, background check, including criminal history, personal references, employment and education verifications


  • Valid Cardio Pulmonary Resuscitation (CPR) certification within 180 days of hire
  • Completion of CHW/ECM training within 90 days of hire.


  • Two year of work experience in public health or social services, one year can be volunteer work
  • Personal experience in dealing with under-served populations, homelessness; knowledge of the barriers to housing


  • Strong knowledge of available health care services.
  • Understanding of health recommendations.
  • Understanding of social distancing and safety protocols 


  • Microsoft operating system navigation: Outlook, Word, Excel, PowerPoint, and general database


  • Proven leadership qualities; Dependable, collaborative, prompt, positive mindset, flexible, organized
  • Build rapport with those encountered in all aspects the work day.
  • Build trust, act trustworthy
  • Active listening (reflective listening)

Advocacy skills

  • Speak out for client or community needs; ensure clients are treated fairly and respectfully; build relationships with community advocacy groups; advocate with state, city, local officials, and service providers.

Teaching skills

  • Share accurate and culturally appropriate information with clients, families, and community groups; use plain language; assess understanding; select appropriate written and visual materials.

Organizational skills

  • Create work schedule, prioritize tasks, clearly document work, report to supervisor or work team.

Capacity-building skills

  • Identify and support community leaders, develop personal leadership skills, collaboratively organize effective community advocacy projects.
  • Demonstrated ability to follow verbal and written instruction regarding care of individuals
  • Demonstrated ability to perform basic assistance to allieve minor illness
  • Demonstrated ability to maintain pleasant demeanor with participants
  • Demonstrate concern and respect for participants
  • Be alert and ensure safety of staff and participants
  • Demonstrated ability to perform under circumstances of possible emotional stress and conflict, including dealing with un-cooperative clients
  • Demonstrated ability to effectively communicate with homeless population and program staff while demonstrating a high degree of diplomacy and tact
  • Must be able to work flexible schedule (evenings and weekends required)
  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, with or without reasonable accommodation, including meeting qualitative and quantitative productivity standards.

Ability to maintain regular, punctual attendance consistent with ADA, FMLA, and other federal, state, and local standards.


  • Compassionate, caring individual capable of providing one-on-one daily care, including in times of stress; comfortable with addressing and correcting inappropriate behavior; able to de-escalate conflict


  • Bachelor’s Degree (Social Work or Public Health related)
  • Familiarity with Los Angeles County health and social services
  • 3 years of experience working with target population
  • Experience in supervision or lead role preferred
  • Familiar with Electronic Health Records
  • Bilingual in Spanish and English


  • Choice of 3 medical insurance plans
  • Choice of 2 dental insurance plans (one plan for employee only; has no premium)
  • Vision insurance plan
  • Voluntary Supplemental Coverage
  • Accidental Injury Coverage
  • Hospital Care Coverage
  • Critical Illness Coverage
  • Pet Insurance
  • Paid vacation time
  • Paid sick time
  • 10 company paid holidays
  • Company funded 401a retirement pension plan
  • Optional employee contribution to 403b retirement savings plan
  • Life and AD&D insurance
  • Programs to maintain your health and well-being
  • Employee Assistance Plan (EAP) – (No cost to employee and 100% confidential)
  • Company funded Short-term Disability Insurance (STDI) Insurance
  • Company funded Long-term Disability Insurance (LTD)

Volunteers of America is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law

This employer participates in E-Verify as required by the federal government and will provide the federal government with your Form 1-9 information to confirm that you are authorized to work in the U.S.

If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (OHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.