Title: Case Manager (Los Angeles/Torrance)

Department: Cohen Veterans Network Clinic

Reports to: Clinic Director, Steven A. Cohen Military Family Clinic at Veterans Village of San Diego in Los Angeles

FLSA Status: Full-time

Position Overview:

The Case Manager is an integral member of the multidisciplinary clinical team and serves as a bridge between clinical care and essential community resources. The Case Manager supports veterans, service members, and military and veteran families by assessing needs, coordinating referrals, and helping clients navigate multiple systems of care.

The Case Manager develops and maintains strong community partnerships and connects clients to resources including housing, employment, healthcare, behavioral health and substance use treatment, legal services, education, benefits, childcare, transportation, peer support, and other essential services.

Essential Duties and Responsibilities:

• Provides comprehensive, person-centered, and trauma-informed case management services.
• Assesses client needs, barriers to care, and appropriate community resources.
• Facilitates direct referrals and warm handoffs to community providers, with appropriate follow-up to confirm access to services and address additional needs.
• Assists clients in navigating VA, healthcare, behavioral health, housing, benefits, legal, employment, education, and other systems of care.
• Maintains timely and accurate case management documentation in the Electronic Health Record (EHR).
• Participates in multidisciplinary team meetings and collaborates with clinicians to coordinate care and address client needs.
• Collaborates with the clinical team to support risk management and crisis intervention activities within the scope of the position.
• Develops and maintains relationships with trusted community providers, Veterans Service Organizations, healthcare systems, public agencies, and other partners.
• Identifies alternative resources for individuals who are ineligible for clinic services or require services outside the clinic's scope of care.
• Tracks referrals, documents follow-up, and supports monitoring of client outcomes.
• Identifies resource gaps and emerging community needs and communicates findings to clinic leadership.
• Facilitates workshops, groups, and resource presentations based on client and community needs.
• Supports clinic events, resource fairs, special initiatives, and occasional outreach activities as needed.
• Provides services in person and/or through approved telehealth platforms.
• Maintains confidentiality and complies with HIPAA, organizational policies, and applicable professional standards.
• Performs other duties and special projects as assigned.

Qualities and Core Competencies:

• Ability to communicate clearly, professionally, and effectively, both verbally and in writing.
• Ability to establish rapport and maintain a welcoming, respectful, and service-oriented approach with veterans, service members, military families, staff, community partners, funders, and members of the public.
• Strong interpersonal skills and demonstrated ability to work effectively as part of a multidisciplinary team.
• Ability to remain calm, exercise sound judgment, and maintain self-control during challenging situations, crises, and emergencies.
• Ability to adapt to changing priorities and respond professionally in a fast-paced clinical environment.
• Strong analytical and critical-thinking skills, with the ability to evaluate client needs, identify barriers, assess available resources, and develop appropriate solutions.
• Ability to prioritize and manage multiple cases and responsibilities, meet deadlines, and follow through consistently.
• Demonstrated ability to maintain professional boundaries and client confidentiality.
• Ability to engage and de-escalate individuals experiencing heightened stress or emotional distress within the scope of the position.
• Strong knowledge of case management principles, community resources, social service systems, and referral coordination.
• Demonstrated commitment to person-centered, culturally responsive, and trauma-informed services.
• Ability to build and maintain productive relationships with community organizations and service providers.
• Strong organizational skills, attention to detail, initiative, accountability, and reliability.
• Ability to work independently while maintaining effective communication and collaboration with clinic leadership and the multidisciplinary team.
• Proficiency with Microsoft Outlook, Word, Excel, and other standard office applications. Experience with Electronic Health Records (EHRs) is preferred.

Qualifications:

• Bachelor's degree in Social Work, Sociology, Psychology, Human Services, or a related field required; Master's degree preferred.
• Minimum of one year of case management, care coordination, social services, or related experience required; three or more years preferred.
• Working knowledge of community resources, social service systems, healthcare providers, public agencies, and Veterans Service Organizations.
• Experience working with service members, veterans, and military families preferred.
• Strong organizational, problem-solving, and relationship-building skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities, maintain professional boundaries, and work effectively within a multidisciplinary team.
• Ability to remain calm and exercise sound judgment during challenging or crisis situations.
• Proficiency with Microsoft Office; experience with Electronic Health Records (EHRs) preferred.
• Demonstrated reliability, attention to detail, initiative, and commitment to high-quality client service