Housing Case Manager

About the role

The Housing Case Manager provides comprehensive case management services to vulnerable clients experiencing housing instability across the five boroughs of New York City. The position involves conducting home visits, coordinating social service referrals, assisting with entitlements management, and implementing housing stability interventions and support.

Responsibilities

• Case Management & Advocacy:
  • Caseload Management: Maintain a caseload of up to twenty-five (25) clients, including single individuals and families across the five boroughs of New York City.
  • Home Visits: Schedule and conduct at least one monthly home visit per client to assess housing stability and provide case management services.
  • Develop and implement a case management plan to offer ongoing support, counseling, health care linkages, advocacy, and entitlements management to ensure client well-being.
  • Help clients access and apply for housing assistance programs, including rental subsidies, utility assistance, and other relevant benefits.
  • Support including tenancy education and advocacy for clients facing eviction or other property related challenges.
• Housing Stability Support:
  • Educate clients on the Terms and Conditions of Tenancy and assist in maintaining housing permanence.
  • Actively search for available housing options, assist clients with applications, and negotiate lease terms to secure appropriate housing.
  • Collaborate with landlords, property management companies, and social service agencies to facilitate housing placement and support client retention.
  • Maintain consistent outreach and continuing proactive engagement with clients experiencing crises.
• Referral & Service Coordination:
  • Connect clients to GMHC programs and external providers based on identified needs.
  • Care coordination with medical and mental health providers, substance use counselors, and other support services.
• Ongoing Client Support & Engagement:
  • Accompany clients to healthcare appointments, entitlement offices, housing appointments, and other necessary services.
  • Escorts clients to appointments with health care providers, entitlement and housing management resources and other providers as assigned.
• Compliance Documentation & Reporting:
  • Ensure timely and accurate documentation compliance.
  • Maintain detailed client records, including case notes and progress reports, to comply with program requirements.
  • Use spreadsheets to track progress towards housing goals and generate reports to monitor program effectiveness.
  • Submit quarterly service plans, assessments and reassessments, monthly progress notes, home visit reports, and monthly housing inspection forms and other compliance reporting as assigned.
  • Enter all contract deliverables into GMHC internal systems (such as eCOMPAS, TREAT) and complete time and effort reports in compliance with agency and funder requirements.
• Collaboration & Meetings:
  • Attend and participate in case conferences, team meetings, GMHC events, and required trainings.
  • Moderate and facilitate case conferences with clients and service providers to ensure coordinated care.
• Other Duties: Perform additional responsibilities as assigned by the supervisor.

Requirements

• Strong understanding of housing resources, entitlements, and case management strategies to support housing stability.
• Experience working in a fast-paced, data-driven, performance-based environment.
• Ability to work independently and think critically is required.
• Exceptional active listening skills with the ability to communicate professionally and effectively both verbally and in writing.
• Experience working with vulnerable populations, including individuals with HIV/AIDS, substance use disorders, and mental health challenges.
• Ability to work effectively and efficiently within an interdisciplinary team.
• Commitment to performing duties from a place of empathy and understanding.

Qualifications

• High School Diploma, GED, or HSE required, with a minimum of two (2) years of experience working with individuals experiencing homelessness, housing instability, or other related social service programs.
• An Associate or Bachelor’s degree in Social Work, Human Services, or a related field is preferred.

Skills

• Intermediate proficiency in Microsoft Excel, including data tracking and analysis for case management and program reporting, creating and managing spreadsheets to monitor client progress and deliverables, using formulas, pivot tables, and data validation to ensure accuracy in documentation.
• Basic proficiency in Microsoft Office Suite, including Outlook (email communication, scheduling, and coordination with service providers), Word (creating case notes, service plans, and official correspondence), and PowerPoint (preparing presentations for internal and external stakeholders).
• Experience with electronic case management and data tracking systems, such as eCOMPAS, AWARDS, or similar platforms for documentation and compliance reporting.
• Familiarity with government benefit systems and entitlement programs, including Social Security, Medicaid, SNAP, and Housing Assistance Programs, and ability to navigate online portals and submit required client documentation.
• Strong documentation and compliance skills, ensuring accurate case notes and service plans in adherence to regulatory requirements, confidentiality, and compliance with HIPAA and other legal protections.

Work Environment & Schedule

This is a hybrid position requiring a mix of:

• Fieldwork (conducting home visits, client escorts, and community outreach).
• In-office duties (team meetings, case conferencing, and reporting).
• Remote work as determined by the supervisor based on program needs.
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

Physical Demands

While carrying out the responsibilities of this role:

• Employee is routinely required to sit, engage in conversation, actively listen, and take notes.
• Frequent travel across the five boroughs of New York City using public transportation.
• Additionally, the employee must regularly stand, walk, and navigate stairs.