Veterans Stabilization Case Manager II

This is a full-time, in-person position for the Veterans Services Program at Goodwill Headquarters in San Jose, CA.

Summary 

At Mission Services of Silicon Valley, our purpose is simple and powerful: to help people build skills, find meaningful work, and thrive in our community. For nearly 100 years, we’ve been a trusted partner in connecting opportunity with people’s potential. By working hand in hand with local experts, employers, and community members, we create pathways to education, employment, and lasting economic mobility.  

As a team, we are committed to: 

• Empowering one another to do our best work and grow together. 

• Building strong partnerships and serving as a driving force for economic opportunity in Silicon Valley. 

• Modeling teamwork, integrity, and cultural intelligence in everything we do. 

• Acting with mutual respect for each other, our community, and the nvironment we share. 

The Stabilization Case Manager II (CM II) provides intermediate-level case management and participant support within Mission Services programs. CM IIs operate with greater autonomy, manage more complex cases, and ensure participants move from crisis to stability through coordinated housing, employment, and supportive services. The CM II uses trauma-informed practices, maintains high-quality documentation, and collaborates closely with internal and external partners to support long-term participant success. 

CM IIs may be assigned to: 
– Employment-Based programs (STRIVE, AB109, HVRP, NOW, CTE, Expandability) 
– Housing-Based programs (SSVF, BSCC) 
– Integrated service teams as needed 

Job Responsibilities 

Case Management & Participant Support (40%) 

• Conduct comprehensive intakes, eligibility determinations, and barrier assessments within required program timelines. 

• Develop individualized stabilization, housing, or employment plans with participants, ensuring goals are measurable and updated monthly. 

• Provide trauma-informed coaching, motivational interviewing, crisis intervention, and problem-solving support. 

• Maintain a consistent meeting cadence with participants (weekly, bi-weekly, or per program standards). 

• Support participants in resolving barriers such as transportation, food insecurity, legal issues, documentation needs, behavioral health access, childcare, and technology. 

• Coordinate warm handoffs to internal teams (Career Navigators, Housing Navigators, Healthcare Navigators) and external partners. 

• Track progress toward stabilization, housing, or employment goals, adjusting interventions based on participant needs. 

• Perform fieldwork as required, including home visits, employer visits, drop-ins at interim housing sites, site verifications, and partner meetings. 

• Respond to crises promptly and develop short-term stabilization plans within 72 hours. 

• Conduct safety assessments as needed and follow escalation protocols for risk, mandated reporting, or critical incidents. 

Employment or Housing Stabilization Services (35%) 

Depending on assignment: 

Employment-Based: 

• Deliver job readiness coaching, career planning, and employment navigation. 
• Provide job leads, employer introductions, and placement support. 
• Monitor 30/60/90-day retention and address workplace barriers. 
• Support participants in accessing training, credentials, or transitional work programs. 

Housing-Based: 

• Assist participants in identifying, securing, and maintaining safe, affordable housing. 
• Conduct unit habitability reviews and coordinate with landlords. 
• Support housing retention through ongoing case monitoring. 
• Navigate participants through benefits, rental assistance, and subsidy programs. 

Documentation, Compliance & Data Quality (15%) 

•  Maintain 98% timely and accurate data entry (within 48 hours). 

• Ensure all required documents, case notes, plans, and assessments meet audit standards (CARF, VA, DOL, City/County). 

• Participate in file audits and correct issues promptly. 

• Use CRM systems (CaseWorthy, HMIS, or program-specific systems) with reliability and consistency. Intake forms 

• Assessments (VI-SPDAT, employment assessments, needs assessments) 

• IHP/IEP plans 

• Income verification, housing verification, habitability forms 

• Supportive service requests 

• HMIS ROI and consent forms 
  • Participate in internal audits, CARF reviews, VA compliance checks, and contract monitoring. 
  • Resolve data corrections and discrepancies within 5 business days. 
  • Maintain file organization and documentation standards meeting 90% audit accuracy. 

Cross-Functional Collaboration & Partnerships (10%) 

• Coordinate services with internal teams (Career Navigators, Housing Navigators, Employment Specialists). 

• Participate in case conferencing, huddles, and interdisciplinary meetings. 

• Build and maintain relationships with referral partners, community organizations, and employer partners. 

• Represent MSSV with professionalism at outreach or partner events 

• Maintain accurate and timely documentation in program databases aligned with funders, CARF, and internal compliance standards. 

Required Qualifications/Experience 

The ideal candidate possesses the following qualifications, skills, and abilities: 

• Bachelor's degree in Business, Human Services, Education, or related field (or equivalent combination of education and experience). 

• Minimum 2 years of experience in workforce development, career coaching, job placement, or related services.  

• Equivalent experience may include teaching, academic advising, recruiting, training facilitation, case management, or other roles requiring individualized coaching, employer engagement, and measurable outcome achievement. 

• Proficiency in Microsoft Office, Google Workspace, and CRM/case management systems and workforce development management platforms 

Preferred Qualifications/Experience 

• Experience working with diverse and underserved populations (veterans, unhoused, individuals with disabilities, or trainees). 

• Familiarity with ADA requirements and reasonable accommodations, and ability to support participants and employers in applying inclusive workplace practices. 

• Proven track record of building and maintaining professional networks that generate tangible business results, 

• Experience using data to inform program requirements and decision-making 

• Familiarity with OKR (Objectives and Key Results) or similar goal-setting frameworks 

• Knowledge of labor market trends, hiring incentives, and workforce development best practices. 

• Strong communication, presentation, and employer relationship-building skills. 

Aptitudes/skills/temperament    

• Data analysis and interpretation skills to identify trends and inform strategy 

• Comfort with ambiguity and ability to balance competing priorities in dynamic environments 

• Strategic thinking with ability to connect daily activities to broader organizational mission 

• Continuous improvement or Growth mindset with willingness to experiment and learn from both successes and failures 

• Attention to detail and strong organizational skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong interpersonal skills and ability to build trust with diverse populations, accountability, empathy, and cultural awareness. 

• Excellent written and oral communication skills. 

• Ability to collaborate across teams and community partners. 

Key Performance Indicators 

Success in this role will be measured by the ability to: 

• Stabilize Participants Through Rapid, High-Quality Case Management 

• Improve Housing & Income Outcomes Through Coordinated Navigation 

• Deliver Integrated Navigation Across Housing, Employment, Benefits & Stability Services 

• Strengthen Compliance, Quality, and Professional Excellence (Cross-Functional) 

Job Requirements:     

• Reliable transportation 

• Possess a valid California Driver’s License. 

• Must be computer literate. 

• Knowledge of MS Office required. 

Working and Physical conditions 

• Location: Goodwill of Silicon Valley's headquarters in San Jose. There is regular contact with the public, business, and community agencies. The position requires minimal supervision. 

• The job involves sedentary work, frequently sitting for an extended period in front of a computer monitor. 

• This position may occasionally require lifting objects up to 20 lbs. 

Responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally either orally or in writing 
 
Mission Services of Silicon Valley is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law