Client Care Coordinator - Family Shelter

About the role

The Client Care Coordinator (CCC) provides comprehensive, trauma-informed case management and coordination of services for families experiencing homelessness. The CCC works directly with families to assess their needs, develop individualized independent living plans, connect them with community resources, and facilitate a swift, stable transition to permanent housing. This role requires strict adherence to New York City Department of Homeless Services (DHS) regulations and facility guidelines. Located in Brooklyn, NY, the position involves travel between sites and reports to the Program Director within the Health, Housing and Homelessness Solutions department.

Responsibilities

• Conduct intake assessments and psycho-social evaluations for arriving families to identify immediate needs, medical histories, employment status, and childcare requirements.
• Develop, monitor, and update Independent Living Plans (ILPs) bi-weekly, ensuring goals are measurable, time-bound, and focused on housing readiness.
• Maintain a dedicated caseload of families, conducting weekly face-to-face case management meetings to review progress and address barriers to permanent housing.
• Provide crisis intervention and mediation for families experiencing acute stress or conflict within the shelter.
• Assist clients in navigating the NYC affordable housing market and applying for rental assistance vouchers (e.g., CityFHEPS, FHEPS, Section 8).
• Coordinate and accompany clients to housing viewings, lease signings, and public assistance appointments as needed.
• Collaborate with the shelter’s Housing Specialists to match families with appropriate permanent housing options.
• Advocate on behalf of clients with landlords, brokers, and HRA (Human Resources Administration) personnel to expedite the moving-out process.
• Maintain meticulous, up-to-date electronic and physical case files in strict compliance with DHS and organizational standards.
• Utilize the CARES (Client Tracking System) database daily to log case notes, upload documentation, update ILPs, and track client milestones.
• Prepare families for mandatory DHS audits and ensure all required compliance forms are signed and filed appropriately.
• Refer clients to external providers for mental health counseling, substance abuse treatment, medical care, legal aid, and employment training.
• Facilitate or co-lead on-site workshops for residents focusing on budgeting, parenting, tenant rights, and life skills.
• Coordinate with the New York City Department of Education (DOE) to ensure school-aged children are enrolled in school and have access to transportation/busing.

Qualifications

• Education: Bachelor’s degree in Social Work, Psychology, Human Services, or a closely related field required. (Master’s Degree/MSW is a plus).
• Experience: Minimum of 1–2 years of case management experience, ideally within an NYC shelter system, transitional housing, or working with vulnerable families.
• Systems Knowledge: Strong familiarity with the NYC DHS CARES database is highly preferred. Knowledge of