Case Manager

ESSENTIAL FUNCTIONS

• Manage a caseload with an average of 25 residents[1] when the program is fully staffed (Step-Up Hotel Case Manager manages a caseload with an average of 50 residents per caseload) of formerly homeless single adults, many of whom have mental health disabilities, substance abuse issues and/or medical issues. 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, and provide a full range of case management services to clients with the client-driven goals 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.

This job description reflects management's assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned.

ESSENTIAL QUALIFICATIONS

• BA/BS required or must have 2 years’ verifiable experience providing case management services to homeless or formerly homeless population without a BA/BS.
• Must have a minimum of 1 year of experience working with diverse, low-income, homeless or formerly homeless population.
• Must have case management and/or outreach experience.
• Must have knowledge of San Francisco resources for homeless and formerly homeless individuals, and must have the ability to refer tenants to appropriate resources.
• Must have the ability to establish and maintain organized case files for all clients assigned to their caseload.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have an ability to complete paperwork accurately and write business correspondence.
• Must have demonstrated problem-solving skills.
• Must have experience working with databases, and digital client contact note entry.
• Must have excellent data entry skills.
• Must have a strong working knowledge of mental health and substance abuse issues.
• Must have an understanding of the harm reduction model in a supportive housing context.
• Must have an ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Must have demonstrated customer service skills.
• Must read, communicate orally, and write in English
• Must be able to handle multiple tasks simultaneously in a fast-paced environment with excellent attention to detail.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.[2]
• Experience working in non-profit or public sector strongly preferred.
• Some group facilitation experience preferred.

REQUIRED BEHAVIORAL SKILLS & ABILITIES

• Demonstrates professional behavior that is consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Adapts well to change, and remains professional, respectful, and composed at all times.
• Must be 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.
• Adheres to 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.
• Follows 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.

[1] THC receives funding to hire staff to meet a 1:25 CM-Resident ratio for PSH and 1:50 in Step-Up Housing. However, not all buildings are always fully staffed, and this may result in temporarily having a higher number of cases. Likewise, not all residents access CM services at the same time which may result in a lower number of cases when fully staffed.

[2] Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.