Q Center Case Manager

Job Title:  Q Center Case Manager

Dept:  Family, Education & Support Services
Reports to:  LGBTQ Program Manager
Salary Range:  $22.50 – $24.50 hourly

Location:  Syracuse Office

Apply & Submit Resume: recruitment@acrhealth.org

Position Summary: The Q Center Case Manager provides case management and resource navigation for young adults participating in Q Center programs across Central New York, the Mohawk Valley, and Northern New York. This role helps clients identify needs, access affirming services, and navigate systems such as legal name and gender marker changes. The Case Manager maintains a caseload and offers drop-in support during Q Center programming in all regions to ensure services are accessible. This position also supports groups, outreach, and program activities to strengthen connections to affirming resources.

Authority and Independence: The Q Center Case Manager works under the general direction of the LGBTQ Program Manager and exercises independent judgment in assessing client needs, coordinating services, and providing resource navigation across multiple regions. The role is authorized to make routine client‑service decisions and manage daily caseload tasks in alignment with agency policies, nonprofit standards, and confidentiality requirements. Issues outside normal practice or with potential organizational impact are elevated to the LGBTQ Program Manager.

 Minimum Qualifications:

• At least two (2) years’ experience providing stigma-free, non-judgmental and culturally responsive services to diverse populations.
• Valid New York State driver’s license and access to a reliable vehicle with current insurance for work-related travel, training, outreach, and occasional client transportation.
• Ability and willingness to travel regularly across CNY, MV and NNY to provide services and support Q Center programming.
• Ability to work daytime and evening hours Monday through Friday, with occasional weekend hours.
• Sensitivity to HIV/AIDS, chronic illness, substance use and LGBTQ issues and a strong commitment to the Mission, Vision, and Values of ACR Health and adherence to HIPAA compliance are essential.

 Primary Responsibilities:

• Provide case management and resource navigation services to LGBTQIA+ youth and young adults, supporting clients in identifying needs and connecting to affirming services.
• Maintain a caseload of 15-25 clients, providing individualized support, follow-up and referrals to internal and external resources.
• Assist clients with legal name change and gender marker changes and accessing affirming healthcare, housing, legal and social support services.
• Provide scheduled drop-in case management hours during Q Center programming to ensure accessible support for participants.
• Assist in the facilitation and support of Q Center social support groups and activities, helping create a welcoming and inclusive environment for LGBTQIA+ youth and young adults.
• Build positive relationships with program participants by providing supportive guidance, connecting individuals to resources and helping reduce social isolation.
• Conduct client intakes, assessments, service plans and monitor progress toward identified goals in accordance with program requirements.
• Maintain accurate and timely documentation including intakes, service notes, referrals and program reports, in accordance with agency policies and funder requirements.
• Participate in department and agency case conferences, team meetings and program planning efforts.
• Assist with community outreach and engagement efforts to increase awareness of Q Center.
• Assist with delivery and implementation of LGBTQIA+ cultural responsiveness and competency training’s across all regions as needed.
• Assist with content development and promotion for Q Center programs through social media and community communications.
• Attend community provider meetings and committees that address priority population(s) issues and concerns and act as agency liaison to these provider groups when appropriate.
• Participate in appropriate and applicable training and professional development opportunities for a minimum of 24 hours of curriculum-based training annually.
• Participate as a culturally competent member of ACR Health, which includes having the capacity to function effectively as an individual within the context of cultural beliefs, behaviors, and needs presented by clients and their communities.
• Work in a cooperative, collegial style with all other organizational personnel. Conduct oneself in a professional manner as an agency employee and representative.
• Incorporate best practices regarding confidentiality into all job duties and communications in accordance with Article 27-F and HIPAA, ACR Health policies and procedures and other applicable regulations. Protect agency data in accordance with confidentiality procedures and protocols. Observe and abide by the HIV Confidentiality Law and HIPAA.
• Perform other duties as assigned by LGBTQ Program Manager, Director of Youth & Family Services, Chief Program Officer and/or Chief Executive Officer.

 Benefits

• Comprehensive medical, dental, and vision coverage.
• Generous paid time off and holiday pay
• Life Insurance.
• 403(b) retirement savings plan with agency contributions.
• Employee Assistance Program (EAP)

FLSA Status:  Non-Exempt  | Hours per week:  35   Work Schedule:  Full Time in Office, occasional evenings and weekends may be required for meetings, workshops, outreach, and events.

Disclaimer:  This job description provides an overview of primary duties and responsibilities. It is not exhaustive; additional consistent tasks may be assigned.