Case Manager - LAWA

Job Title: Case Manager – LAWA Homeless Intensive Case Management Services

Department: Housing ICMS

Reports To: Program Manager – LAWA Homeless Intensive Case Management Services

FLSA Status: Non-Exempt

Work Setting: Field Based

Schedule: Full Time; flexible scheduling may include evenings, nights, and/or weekends based on program needs

Summary

Under the supervision of the Program Manager for LAWA Homeless Intensive Case Management Services, the Case Manager provides direct outreach, engagement, assessment, intensive case management, service coordination, and transportation support to people experiencing homelessness encountered at Los Angeles International Airport (LAX) and other designated Los Angeles World Airports (LAWA) properties. The Case Manager delivers high-quality, client-centered, trauma-informed services consistent with Alcott’s philosophy of harm reduction, psychosocial rehabilitation, and client choice. The position works collaboratively with LAWA, airport security and public safety personnel, the LAX Transit Security Team, the Crisis Intervention Team (CIT), behavioral health providers, housing providers, and community partners to connect individuals with appropriate services and short-term housing options. This position requires sound judgment, flexibility, and the ability to work safely and professionally in a dynamic airport environment while maintaining accurate documentation and respecting airport security requirements.

Key Responsibilities

Outreach, Engagement, and Assessment

• Conduct proactive outreach in and around LAX terminals, SkyLink/people mover areas, and other designated LAWA properties to identify and engage people experiencing homelessness.

• Work with LAX security, public safety personnel, and the LAX Transit Security Team to identify, engage, and connect people experiencing homelessness encountered on LAWA properties with appropriate services.

• Engage individuals with dignity, respect, cultural humility, and an emphasis on client choice, self-determination, and harm reduction.

• Build rapport with individuals who may be reluctant to engage and provide consistent follow-up when appropriate.

• Complete needs assessments and other assessments as directed by LAWA and in coordination with the Crisis Intervention Team, including quarterly assessments when assigned.

• Identify immediate needs and barriers related to housing, behavioral health, physical health, benefits, identification, and other supportive services; communicate urgent concerns to the Program Manager and appropriate partners.

Case Management and Service Coordination

• Provide individualized case management and service coordination to help people experiencing homelessness access appropriate housing, behavioral health, medical, benefits, and community-based services.

• Develop rapport and work collaboratively with clients to identify goals, explore options, and support voluntary connections to services.

• Coordinate referrals and follow-up with housing providers, service agencies, the Los Angeles County Department of Mental Health, CIT, and other community partners as appropriate.

• Support short-term housing placements for eligible individuals by coordinating referrals and confirming placement details with the Program Manager and identified providers.

• Maintain professional boundaries and clarify the distinction between outreach and case management services and the roles of airport security, public safety, and law enforcement personnel.

• Respond professionally to changing needs, stakeholder feedback, and field conditions, and consult with the Program Manager regarding complex situations or barriers to service.

Housing and Transportation Support

• Assist with coordinating access to off-site short-term housing placements, including motel or shared-housing options, as available through program providers.

• Provide as-needed, non-emergency, non-medical transportation to connect individuals with short-term housing or appropriate services using the program’s dedicated vehicle, when authorized.

• Follow agency requirements and applicable safety procedures when transporting individuals; document transportation activities and outcomes accurately.

• Communicate housing availability, referral status, placement outcomes, and barriers to the Program Manager to support coordination with providers.

Documentation, Data, and Reporting

• Complete timely, accurate, and thorough documentation of outreach encounters, assessments, referrals, case management contacts, transports, housing placements, and other services provided.

• Maintain service records and data in accordance with Alcott policies, LAWA contract requirements, confidentiality standards, and supervisor direction.

• Provide accurate qualitative and quantitative information for weekly and monthly LAWA reports, including encounter and assessment counts, transportation to housing, terminal counts, and success stories, as requested.

LAWA, Security, and Community Partner Coordination

• Maintain respectful, professional working relationships with LAWA staff, Contract Administrators, airport security and public safety personnel, the LAX Transit Security Team, CIT, service providers, and other relevant partners.

• Coordinate as needed with the LAX Transit Security Team regarding safety and security concerns affecting passengers, guests, and employees in areas served by the program, including SkyLink and the people mover.

• Participate in planning, operational, and case coordination meetings as assigned.

• Follow directions regarding access to LAWA properties and promptly report operational concerns, safety issues, or significant incidents to the Program Manager.

Safety, Security, and Professional Standards

• Follow all applicable airport safety, security, access, emergency, and badging procedures, as well as Alcott policies and professional standards.

• Maintain awareness of the unique risks and operational requirements of an active airport and use sound judgment when conducting field outreach or responding to crisis situations.

• Use trauma-informed, de-escalation-oriented approaches and seek supervisory or emergency assistance when a situation exceeds the scope of the role or presents an immediate safety concern.

Other Duties

• Participate in agency and funder meetings, trainings, and audits as required.

• Maintain current knowledge of community resources, housing opportunities, and behavioral health services relevant to the program population.

• Contribute to service quality improvement through feedback, accurate data, and identification of barriers to engagement or service access.

• Perform additional responsibilities as required by business needs.

Qualifications

• Bachelor’s degree in Social Work, Psychology, Human Services, or a related field, or an equivalent combination of education and relevant experience.

• Experience providing outreach, case management, housing navigation, behavioral health, or supportive services to people experiencing homelessness or other vulnerable populations.

• Knowledge of homelessness, harm reduction, trauma-informed care, crisis intervention, and community-based service systems.

• Ability to engage individuals respectfully, including people who may be reluctant to accept services, and to work effectively with people from diverse backgrounds.

• Strong written, verbal, organizational, interpersonal, and documentation skills.

• Ability to work independently in a field-based environment, manage competing priorities, and respond appropriately to changing or high-pressure situations.

• Ability to collaborate professionally with public agencies, security personnel, behavioral health providers, housing providers, and community partners.

• Must pass required Live Scan fingerprint clearance, LAWA clearance, and background check.

• Valid California Driver’s License, clean driving record, and insurability under Alcott’s policy.

Preferred

• Experience working with people experiencing homelessness in an outreach, housing, behavioral health, or crisis-response setting.

• Experience working in an airport, transportation hub, public safety setting, or other complex public environment.

• Experience coordinating with law enforcement, security personnel, crisis intervention teams, or governmental agencies.

• Bilingual in English and Spanish.

Work Schedule and Setting

On site and field based, with regular work at LAX terminals and other designated LAWA properties and travel to community service locations as required. Scheduling may include daytime and as-needed nighttime coverage, including evening or weekend hours, based on program needs.

About Alcott

Alcott is a nonprofit organization dedicated to providing mental health and supportive housing services to low- and no-income adults throughout Los Angeles County.

Alcott is an Equal Opportunity Employer and supports the Americans with Disabilities Act. We adhere to the Fair Chance to Compete for Jobs Act of 2019.