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The Salvation Army - Metro Division Social Services - Pathway of Hope Case Manager - Muskegon in Muskegon, Michigan


The Pathway of Hope Case Manager provides relational support for participants toward accomplishing their goals and increased family sufficiency. This position meets regularly with participants, providing periodic assessments, checking in with them, supporting them with encouragement and resources, and documents activities and status of the case.


Do you want to use your skills and talents to make a lasting difference in the world? The Salvation Army is the fourth largest charity in the United States and is an international organization based on Biblical principles created to help people in need.

We are mission-driven, diverse, collaborative, and focused on positive results for people... Join us in making a difference.


Client Engagement

  • Greet clients and establish rapport. Approach clients and colleagues with an open and professional stance, showing respect for each person.

  • Present and provide follow through as a helping professional worthy of trust.

  • Demonstrate understanding of how to view clients as partners in the assistance process and as experts in their own lives.

  • Work to strengthen client sufficiency and external supports; empower clients to become more independent of emergency services.

  • Maintain a caseload of 20 POH clients documenting a minimum of 12 Case/Care Consultations per week.

  • Through relationship, develop and promote Pathway of Hope and pastoral care services as well as other available Salvation Army programs to potential clients and referral sources.

Case Planning for relational work

  • Facilitate the case management of families utilizing the Pathway of Hope guidelines in accordance with the Corps’ / Unit’s plan.

  • Utilizing a strengths-based perspective, work with participants to establish client directed SMART goals and person centered plans.

  • Assess the client’s stage of change regarding identified goals and provide stage appropriate support.

  • Using the assessment tools provided, identify areas of potential client growth in key sufficiency domains.

  • Follow Pathway of Hope protocols for applying measurement tools.

Coordinating Services to Meet Client Needs

  • Based on the case plan, provide assistance through internal resources and make referrals to outside resources as available and appropriate.

  • Link clients with resources and coordinate services in order to help clients achieve identified goals.

  • Support and encourage the development or expansion of a healthy social support network for the client.

  • Listen for and assess for other needs including food and clothing, emotional and/or spiritual support, and/or other needs presented in the interview.

Networking with other service providers – Resource Brokering/Coordinates Referrals

  • Maintain working relationships with community agencies to stay abreast of current trends and resources available.

  • Maintain awareness of services provided by other local social services agencies, actively seeking resources for customers through those agencies for the provision of comprehensive services.

  • Cooperate with efforts of other community agencies to coordinate services and to communicate about difficult cases, assuring that valid customer information releases are on file.

  • Maintain knowledge of service trends and provide insight and feedback to assist The Salvation Army in development and improvement of services.

  • Participate in committees/ conferences as requested by the Supervisor.

  • Participate in Divisional monthly regional group meetings a minimum of six times in a calendar year.

  • Meet with the division’s Regional Pathway of Hope Coordinator on a monthly basis for individual consultation/supervision to assist with the management of the Pathway of Hope caseload.

  • Through participation in monthly group forums, network with colleagues to learn best practices and stay current on Pathway of Hope information.

  • Make Pathway of Hope information available to Corps Advisory Boards and at staff meetings through progress reporting and discussion of Corps Pathway of Hope identified needs.

  • Make the community aware of Pathway of Hope through discussions at community meetings, news articles, and public announcements.

Recordkeeping and Reports

  • Become fluent in the use of Salvation Army Information Management System (SIMS) software, a ServicePoint™ product.

  • Record case notes for each applicant including a description of the presenting problem, the worker’s assessment of customer needs, and record of assistance given or action taken, i.e. the intervention plan. Document eligibility, maintain statistical information, monitor fund balances.

  • Using SIMS, maintain statistical information on services provided and outcomes achieved.

  • Provide information needed for reports to administration.

  • Maintain separate, Pathway of Hope specific case files for each client that includes all assessments, action plans, case notes, and graduation plans.

  • Ensure the quality of data and reporting of information that will support Pathway of Hope program outcomes.

  • Enter and save service transaction(s), reserving needed funds within 48 hours of receiving the application in the client interview.

  • Monitor available fund balances.

  • Request additional allocations as appropriate.

  • Respond to survey and reporting requests from DHQ.



  • Baccalaureate degree required.

  • Degree in social work, sociology, psychology, or related field from an accredited college or university LLBSW or LBSW preferred.

  • An equivalent combination of education and relevant professional work experience that provides for the same skills and abilities may be considered.


  • A minimum of one year in social work or social service experience required, two or more years case management experience preferred.

  • Experience working with low-income populations preferred.


  • Effective communication, interviewing, listening, speaking and writing, compassion and empathy.

  • Time management and organizational skills. Ability to assess social service cases and problem solve.

  • Ability to think critically and clearly about situations and find solutions.

  • Ability to work collaboratively in a team and to make decisions independently based on agency policy and procedure.


  • Computer proficiency with SIMS (ServicePoint™) client software required within 90 days as evidenced by the successful completion of homework.

Job LocationsUS-MI-Muskegon

Job ID2020-15404

of Openings1

CategorySocial Services

TypeRegular Full-Time