combined Community & Disaster Client Casework SOP

Section 1 – Purpose, Scope & Authority

1.1 Purpose

This SOP establishes standardized protocols, eligibility criteria, intake procedures, case management standards, documentation, and compliance requirements for all Heaven Sent Community Services & Veterans Assistance (HSCVS) community and disaster client casework.

1.2 Mission Statement

To walk alongside veterans, seniors, people with disabilities, homeless neighbors, and low-income families, providing practical help, advocacy, and hope through coordinated community services and VOAD-aligned disaster case management.

1.3 Scope of Services

This SOP applies to all non-disaster community programs (veteran services, housing, food assistance, workforce, vehicle triage, peer support, benefits navigation, respite) and to disaster case management when Heaven Sent is activated under SOP‑DR‑011 or invited to participate in VOAD/COAD/Unmet Needs structures.

1.4 Legal Authority & Compliance Framework

Casework operates under HSCVS’s 501(c)(3) authority and complies with relevant federal, state, and local requirements including HUD, VA, USDA, OAA, ADA, HIPAA-adjacent privacy, HMIS agreements, and National VOAD Disaster Case Management guidelines.

1.5 Non‑Discrimination Policy

No person is denied services based on race, color, national origin, religion, sex, age, disability, veteran status, sexual orientation, gender identity, or housing status.

1.6 Relationship to Other SOPs

This SOP is cross‑linked to SOP‑DR‑011 (Disaster Relief & Recovery), SOP‑OPS‑KIT‑001 (Mobile Kitchen & Feeding), SOP‑HO‑012 (Homeless Outreach), SOP‑FP‑013 (Food Pantry), SOP‑HR‑014 (Home Repair), SOP‑TR‑015 (Transportation), and Safe Harbor housing SOPs.

Section 2 – Client Intake & Eligibility

2.1 Intake Pathways

Clients may enter through walk‑in, phone, online referral, street outreach, shelter, VA/AAA/HUD referrals, or disaster intake events. All new households receive a unified intake using Form CW‑COM‑INTAKE‑01 and, when disaster-related, the Disaster Case Intake supplement.

2.2 Eligibility Screening

• Confirm residency or service connection to HSCVS service areas (FL, MS, PA, LA).
• Identify veteran status, disability status, age 60+, homelessness/at‑risk status, and income band.
• Determine whether the presenting need is disaster‑related, non‑disaster, or both.

2.3 Documentation & Privacy

• Use income and identity verification standards from SOP‑CW‑COM‑001 where required by funding streams.
• Obtain signed consent for information sharing and HMIS participation when applicable.
• Store case files securely (physical and digital) with role‑based access, in line with VOAD/HMIS privacy expectations.

2.4 Crisis Screening

During intake, staff screen for immediate safety issues (suicidal ideation, domestic violence, elder abuse, child abuse, acute psychosis, medical crisis). Any positive response triggers emergency protocols, warm handoffs, and mandated reporting as required by law.

Section 3 – Priority Populations & Triage Levels

Heaven Sent serves anyone it reasonably can, with priority for veterans, seniors, people with disabilities, homeless or at‑risk households, and disaster survivors with the highest barriers to recovery.

Section 4 – Community Services Program Overview

HSCVS community casework covers veteran services, housing and homeless services, food assistance, job training, vehicle triage, peer support, benefits navigation, and respite care/disability services as described in SOP‑CW‑COM‑001.

EDITABLE: Link to your full community casework PDF or break each program into sub‑sections on this page if you want the entire 41‑page content online.

Section 5 – Disaster Case Management

Disaster case management (DCM) is a time‑limited, goal‑focused partnership between a case manager and an affected household to achieve a safe, sanitary, and secure recovery using National VOAD standards and local DCM program rules.

5.1 Activation

• Activated when SOP‑DR‑011 is activated and HSCVS is invited or approved to participate in DCM.
• Caseworkers follow any state or VOAD DCM program manuals in addition to this SOP.

5.2 Core DCM Steps

1. Outreach & Screening: Identify disaster-impacted households and screen for DCM eligibility.
2. Intake & Consent: Complete DCM intake and obtain written consent for information sharing/HMIS.
3. Assessment: Document housing, income, health, functional needs, benefits, and disaster impacts.
4. Recovery Plan: Co‑create a written recovery plan with goals, timelines, and roles.
5. Advocacy & Coordination: Connect clients with FEMA, SBA, insurance, VA, HUD, LTRG/Unmet Needs resources, and volunteer rebuild crews.
6. Monitoring: Maintain regular contact, update plans, and track progress and barriers.
7. Closure: Close the case with a summary, referrals, and clear communication to the household and partners.

Section 6 – Case Management Process

6.1 Standard Casework Flow

1. Intake and eligibility screening.
2. Assignment to caseworker and triage level.
3. Strengths‑based assessment (including military, faith, family, and peer supports).
4. Service or recovery plan with SMART goals agreed with the client.
5. Connections to internal programs and external partners.
6. Regular follow‑up and documentation.
7. Planned case closure and warm handoff to long‑term supports.

6.2 Documentation Standards

• Use standardized forms for intake, assessment, case notes, releases, and closure.
• Write objective, factual case notes that avoid jargon and personal opinions.
• Record all significant contacts (in‑person, phone, text, email) and actions taken.
• Store records securely, with retention periods that meet federal and state requirements (typically 7 years for funded programs).

6.3 Supervision & Caseloads

• Supervisors review open cases and high‑risk situations at least monthly.
• Caseload size is adjusted based on acuity and disaster/non‑disaster mix to prevent burnout and maintain quality.
• Peer support and spiritual care are integrated but never replace licensed clinical services where needed.

Section 7 – Client Rights, Responsibilities & Grievances

Client rights and responsibilities mirror the standards in your feeding and housing SOPs and apply to all casework relationships.

• Right to dignity, respect, privacy, language access, accommodations, and voluntary participation.
• Right to clear information about services, limits of confidentiality, and how decisions are made.
• Responsibility to provide accurate information and participate in agreed recovery or service plans.
• Right to file a complaint or grievance without retaliation; use Form FEED‑GRIEV‑01 or equivalent.

Appendix A – Risk & Safety Flags

The following situations require immediate supervisor consultation and possible emergency response, mandated reports, or referrals beyond HSCVS:

• Active suicidal or homicidal ideation, self‑harm, or psychosis.
• Suspected child abuse, elder abuse, or abuse of a disabled adult.
• Domestic or intimate partner violence, stalking, or trafficking concerns.
• Serious untreated medical conditions that threaten life or limb.
• Severe cognitive impairment with no responsible caregiver.
• Imminent eviction or utility shutoff for medically fragile clients.

Staff follow state‑specific mandated reporter laws and HSCVS reporting protocols, document actions taken, and coordinate with appropriate authorities and hotlines.

Appendix B – Data, Privacy & HMIS

HSCVS treats all client information as confidential except where law, safety, or funder rules require sharing.

• Use HMIS (or other shared databases) only under signed agreements and with informed client consent.
• Share only the minimum necessary information with partners to coordinate services.
• Do not store full Social Security numbers or highly sensitive documents in unsecured formats.
• Never discuss cases in public spaces, social media, or with unauthorized persons.

Appendix C – Casework Forms Reference

Grant & Partner Language