Care Coordinator - Full-Time, Holyoke

At Phoenix House, change is something we embrace every day as part of our values to deliver exceptional care. Phoenix House provides individualized, holistic drug and alcohol addiction treatment, with a legacy spanning nearly 50 years. We are passionate about healing individuals, families and communities challenged by substance use disorders and related mental health conditions.

Phoenix House supports the mission through a holistic approach that focuses on the distinct mental, physical, and social needs of every person; innovation of best-in-class and evidence-based prevention, treatment, and recovery programs; and, the promotion of greater understanding of addiction. Our devoted staff are committed to treating the whole person-and come from all fields.

We operate personalized, strength-based, gender-responsive programs while living the values and being accountable for our commitments. Being introspective and becoming part of the solution is integral to every interaction and person we touch. As 'One Phoenix House' we believe in having fun along the way - embracing 'progress not perfection' as our journey continues. 


  • Perform initial checklist duties and standard case management electronic checklist functions necessary to complete individualized treatment plans in collaboration with the client.
  • Develop transition and 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 the Electronic Health Record.
  • Provide clients with individual and psycho-educational group services meeting the standard time requirements for each.
  • 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 and complete all discharge paperwork.
  • Respond to client crises and emergencies as needed.
  • Maintain accurate and timely case and group notes.  Document developments and important events in accordance with clinical policies for reporting and record keeping.  Use Phoenix House systems, including its' Electronic Health Record effectively and appropriately.
  • Participate in staff meetings, case conferences/treatment team meetings, and required training, as assigned, to ensure continuum and quality of care.
  • Complete all Quality Improvement Record Review Corrections as indicated on the form.
  • Submit all Quality Improvement  Record Review Corrections to the Program Director.
  • Participate in individual and group clinical supervision on a regular basis and engage actively in creating your Professional Development Plan with clear goals and objectives.
  • 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.
  • Serve as a rolemodel through positive, appropriate conduct and participation in special agency events.  Project a good image to the public.
  • Dress in a professional manner.
  • Facilitate therapeutic groups as assigned.
  • Participate in the support and training of other staff members.
  • Maintain ADP files and complete Relias E-learning requirements in a timely fashion.
  • Provide other treatment services that support a modified therapeutic community such as morning meeting, evening meeting, and learning experiences, develop behavioral interventions for clients, goal sheets, etc.
  • Perform other duties as assigned by Program Director or their assignee.


  • Demonstrated proficiency in Phoenix House's Electronic Health Record system 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.
  • Demonstrate appropriate boundaries between self and clients.
  • Promote self-help concept within program.  Encourage clients to solve their own problems and encourage clients to use each other for support.
  • Play appropriate case manager role, serving as guide in the self-help recovery process.
  • Track progress of clients assigned to caseload. 
  • Implement daily schedule of program activities.  Enforce program guidelines and programmatic procedures.  Monitor and facilitate program activities. Engage in monitoring activities.
  • Demonstrate understanding of clinical relevance of work and school
  • Work cooperatively with others and supervisors.
  • Work in a Trauma-Informed manner when interacting with clients.
  • 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 case manager.

?  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 Tuesday- Saturday 9am-5pm (One late day a week, 11am-730pm).

Phoenix House requires background checks, drug testing, TB testing, verification of employment history, reference checks and possibly a medical exam, 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.

Job ID: 65