Case Manager

About the role

This position manages a caseload of up to 25 residents, primarily single adults with mental health disabilities, substance abuse issues, and/or medical issues. The role involves assisting clients through recertification processes, conducting outreach visits, needs assessments, and providing case management services.

Responsibilities

• Assist clients through the recertification process.
• Conduct outreach visits immediately upon entry to the hotel, in the months following entry, and whenever else needed.
• Conduct initial and ongoing needs assessments and follow-up visits.
• Provide a full range of case management services to clients with the goal of housing retention and life quality improvement.
• Develop comprehensive individual service plans for each assigned tenant, integrating knowledge of a wide range of human services resources.
• Support clients in retaining housing through building rapport, frequent engagement, and effective intervention strategies.
• Aid tenants in establishing and maintaining appropriate benefits and making monthly or bi-monthly rent payments.
• Assist tenants with unit habitability issues and regularly accompany hotel managers on monthly pest control and unit inspection visits.
• Refer employable clients to appropriate job placement programs as needed.
• Build an active client community and environment of support by hosting regular community events, client groups, and social activities; collaborate with Case Managers, Property Management staff, and clients to maintain comprehensive community events programs at the hotels.
• Based on client need, refer clients to appropriate services and support clients in successful follow-through in connecting to those services.
• Participate in and support engaging clients in agency-wide initiatives, such as annual low-cost energy program recertification or annual income recertification.
• Maintain current and thorough documentation and database records of tenant contact and services provided.
• Maintain all tenant case management files, including file creation, ongoing maintenance of files, and archival of files.
• Provide support to hotel staff and tenants on monthly check disbursement day.
• Maintain current documentation in THC’s internal database, and San Francisco’s Homeless Management Information System (HMIS), and the ONE System, to include enrollments, annual assessments, and exits.
• Respond to client-related crises, including providing de-escalation intervention and support to highly agitated clients.
• Collaborate with THC departments and outside providers to support and advocate for clients.
• Complete and submit all reports required by funding and regulatory agencies.
• Report all suspected and known incidents of abuse and/or neglect to supervisor and appropriate entities when necessary.
• Respond to all phone messages, client requests, staff requests, and emails as appropriate and in a timely manner.
• Maintain confidentiality of client records and concerns.
• Attend all meetings as scheduled and participate in meetings as requested.

Requirements

• BA/BS required or must have 2 years’ verifiable experience providing case management services to homeless or formerly homeless population without a BA/BS.
• Minimum of 1 year of experience working with diverse, low-income, homeless or formerly homeless population.
• Case management and/or outreach experience.
• Knowledge of San Francisco resources for homeless and formerly homeless individuals, and ability to refer tenants to appropriate resources.
• Ability to establish and maintain organized case files for all clients assigned to their caseload.
• Thorough working knowledge of Microsoft Office Suite.
• Able to complete paperwork accurately and write business correspondence.
• Demonstrated problem-solving skills.
• Experience working with databases, and digital client contact note entry.
• Excellent data entry skills.
• Strong working knowledge of mental health and substance abuse issues.
• Understanding of the harm reduction model in a supportive housing context.
• Able to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Demonstrated customer service skills.
• Read, communicate orally, and write in English.
• Able to handle multiple tasks simultaneously in a fast-paced environment with excellent attention to detail.

Qualifications

• Possesses a valid driver’s license and reliable transportation.
• Pass all post-contingency offer background checks, reference checks, and TB screening clearances.

Skills

• Professional behavior consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Adapts well to change, remains professional, respectful, and composed at all times.
• Honest, dependable, and accountable.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, supervisors, and external parties in a manner that fosters respect and trust.
• Follows THC’s confidentiality policy and exercises good judgment in using and/or keeping information regarding clients and co-workers confidential.
• Works well independently, collaboratively, and as a team member.
• Fulfills instructions completely and asks for help and/or guidance from supervisors when needed.
• Has good time management skills and is punctual to work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.