Phoenix House Case Manager in Springfield, Massachusetts


The Case Manager is responsible for managing a caseload of clients and providing sound, therapeutic treatment. He/she plans, advocates, implements and coordinates a proactive array of comprehensive, individualized services for clients and performs administrative work in support of the program.


  • Perform client screening, CIA’s and Welligent intake, orientation, and assessment functions necessary to complete admission as required.

  • Develop treatment plans that are measurable, coherent and reflective of client’s progress and development. Involve client appropriately in the process.

  • Maintain client charts to comply with CARF and/or other state agency standards, using Welligent Electronic Medical Record.

  • Work with clients to obtain food stamps, treatment fees and/or medication reimbursement.

  • Provide clients with individual, group, and educational services as assigned.

  • Maintain positive working relationship with agencies, resources, and families to coordinate services for client care; provide information on substance abuse treatment resources and services; and make necessary referrals.

  • Respond to client crises and emergencies as needed.

  • Maintain accurate, timely, legible case notes, session notes and group notes. Document developments and important events in accordance with clinical policies for reporting and record keeping. Use Phoenix House systems, including Welligent, effectively and appropriately.

  • Attend and participate in staff meetings, Team Treatment meetings, Group Supervision, Individual Supervision, case conferences, and required training, as assigned, to ensure continuum and quality of care.

  • Accurately enter all client enrollments and dis-enrollments into Virtual Gateway.

  • Complete and submit all Quality Assurance Record Review corrections to the Program Director/Clinical Director/Supervisor.

  • Review clinical files and conduct quality assurance reviews, as requested or assigned.

  • Review and sign all client treatment plans and assessments in a timely fashion.

  • Meet with supervisor on a regular basis.

  • Serve as a role model through positive, appropriate conduct and participation in special agency events. Project a good image to the public.

  • Dress in a professional manner in accordance with the Dress Code.

  • Participate in the support and training of other staff members.

  • Maintain ADP files and complete Relias requirements in a timely fashion.

  • Perform other duties as assigned by Program Director/Clinical Director/Supervisor or their assignee.


  • Demonstrated proficiency in Phoenix House's electronic health record system (Welligent) sufficient to fulfill the duties required by this position is expected within 30 days of employment.

  • Demonstrate empathy and compassion for clients in group, individual counseling, and daily interactions.

  • Maintain objectivity towards all clients and make clinical decisions based on accurate information.

  • Hold clients accountable in an effective manner and with appropriate frequency, using a variety of privileges and sanctions.

  • Demonstrate appropriate boundaries between self and clients.

  • Promote self-help concept within program. Encourage clients to create their own solutions, and encourage clients to use each other for support.

  • Play appropriate counseling role, serving as guide in the self-help recovery process.

  • Track progress of clients assigned to caseload.

  • Implement daily schedule of program activities. Provide structure and accountability for clients within the guidelines of programmatic procedures. Monitor and facilitate program activities. Engage in surveillance activities.

  • Demonstrate understanding of clinical relevance of work and school

  • Work cooperatively with others and supervisors.

  • Demonstrate patience and consideration in dealing with others.

  • Demonstrate thoughtful decision-making.

  • Ensure client confidentiality in accordance with all federal, state, and local laws and regulations.


To perform this position successfully, you must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. The requirements listed below are representative of the knowledge, skill and/or ability required.

  • Ability to perform the core functions of a substance abuse counselor.

  • Ability to develop rapport with substance-abusing populations and families.

  • Ability to apply organizational management skills and maintain self and client discipline.

  • Ability to prepare and maintain required documentation.

  • Ability to comply with internal, local, state, and federal regulations and policies.

  • Ability to work and communicate with others.

  • Ability to work within the confines of a modified therapeutic community.


Knowledge obtained through completion of a Bachelor Degree curriculum from an accredited institution, or equivalent combination of knowledge and experience.


Attainment of certification as required by funding/licensing sources (demonstrable pursuit of certification with timetable for achievement is acceptable.) Not required


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

REGULARLY REQUIRED: to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms, and talk or hear.

OCCASIONALLY REQUIRED: to stand, walk, stoop, kneel or crouch and lift and/or move up to 10 pounds


The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

The work environment is that of a substance abuse treatment milieu which may include:

  • Exposure to clients infected with Hepatitis B, HIV, TB, or other Infectious Diseases

  • Business-related travel

SCHEDULING NEEDS Weekend, evening and/or holiday shifts may be required. Scheduled days and/or times may be adjusted to ensure 24/7 coverage of a residential facility.

Phoenix House conducts as needed, job-related background checks, fingerprints, drug testing, physical exams, medical exams, TB testing, verification of employment history and/or reference checks prior to employment.

Phoenix House is an Equal Opportunity Employer providing equality of opportunity to all who are protected against discrimination by law, regulation or executive order, including veterans and individuals with disabilities.

EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Click to learn more.

EOE Minorities / Females / Protected Veterans / Disabled