Supportive Services Care Coordinator

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organizations programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it's really like to join our agency…

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We've made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer very low monthly costs for medical insurance! Dental, vision and life insurance premiums paid by Five Keys and various pre-tax flexible spending accounts and retirement account 403b. Generous time off. Annual reimbursement up to $100 towards gym membership, smoking cessation and weight loss programs. Annual reimbursement up to $50 towards annual athletic event participation and annual massage after 6 months of employment. FREE access to wellness-related apps, Employee Assistance Program and a comprehensive mental health care platform for you and your dependents.

JOB SUMMARY

The Supportive Services Case Coordinator reports to the Director of Rehousing Programs and is accountable for providing housing-focused case management and stabilization services to individuals and families participating in Five Keys' Rapid Rehousing programs. This position supports participants throughout the housing process, from locating and securing housing through developing the skills, resources, and supports necessary to maintain housing and successfully transition from rental assistance.

The Supportive Services Case Coordinator works directly with participants to develop individualized housing stability plans, navigate landlord and tenant responsibilities, access public benefits and community resources, strengthen income and employment stability, and address barriers that may place housing at risk. The position coordinates closely with landlords, rental assistance providers, community-based organizations, government agencies, and other service partners to connect participants with appropriate resources and promote long-term housing stability. This role is also responsible for maintaining accurate and timely case documentation, participant data, and required reporting in Salesforce, the ONE System, and other Five Keys and city housing department systems, such as the San Francisco Department of Homelessness and Supportive Housing (HSH) systems.

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. If this job is for you, you are compassionate, resourceful, organized, and committed to helping people achieve and maintain stable housing. You build trusting relationships while maintaining professional boundaries, approach participants through a person-centered and harm-reduction lens, and are comfortable balancing direct client support, community-based work, documentation, and multiple competing priorities.

JOB DUTIES AND RESPONSIBILITIES

Case Management Duties

• Conduct thorough assessments of guest's needs, strengths, and challenges
• Provide housing navigation support to help participants successfully secure and transition into housing, including identifying and viewing available units, providing accompaniment or transportation as needed, completing housing applications, and obtaining required credit, background, and other eligibility documentation
• Educate and support participants in understanding their tenant rights and responsibilities, lease requirements, timely rent payments, effective landlord communication, and strategies for navigating and resolving landlord-tenant concerns or conflicts
• Provide support services so that clients may stabilize their living situations, improve their mental and physical health, and increase their independence
• Develop case management plans and connect clients with community and government resources to avoid loss of benefits and to increase the likelihood of housing stability
• Make referrals and coordinate services that lead to increased housing stability, increased income, job placement assistance, and retention
• Collaborate with the rental assistance provider to calculate rental assistance and accurately determine participant rental assistance amounts in accordance with program requirements and applicable guidelines
• Support participant's timely transition from Rapid Rehousing Rental Assistance, while ensuring housing stabilization through the development and implementation of plans that promote financial independence, housing stability, and long-term housing retention
• Plan and facilitate group Life Skills sessions that may include, but are not limited to, budgeting, household financial management, housing searches, nutrition, landlord communication, tenants' rights, health awareness, healthcare navigation, and parenting, as applicable
• Maintain accurate documentation of participant feedback and grievances and ensure appropriate protocols are followed for review, response, resolution, and follow-up
• Develop and maintain accurate participant records, document case activities, review reports, and compile and analyze data to prepare required summaries, ensuring case files comply with Five Keys case management standards and those of funding agencies such as San Francisco Department of Homelessness and Supportive Housing (HSH)

Administrative Duties

• Ensure timely and accurate entry of participant data, services, and outcomes into required Five Keys and external agency systems, including Salesforce and the HSH Online Navigation and Entry (ONE) System; data may include enrollments, assessments, contacts, units of service, referrals, and case notes
• Prepare and securely submit monthly, quarterly, and other required reports on participant activities, services, and outcomes in accordance with Five Keys, HSH, and program reporting requirements.

General Duties

• Provide a welcoming and supportive environment for all clients and colleagues
• Coordinate with community-based organizations (CBOs), government agencies, and other service providers to connect participants with housing, public benefits, employment services, substance use treatment, and other supportive resources, including coordinating on-site services when appropriate
• Provide administrative and operational support for Five Keys Rehousing Programs, including compiling and providing program information, documentation, and other materials requested by Five Keys leadership and administration
• Maintain accurate records of participant referrals and service connections in Clarity, Salesforce, and other required systems
• Document program protocol violations and critical incidents accurately and promptly, completing and submitting required incident reports in accordance with Five Keys and program procedures
• Abide by Five Keys and HSH policies and procedures
• Adhere to all Five Keys and HSH policies, procedures, program standards, and applicable requirements
• Support quality assurance efforts by monitoring the consistency, accuracy, and effectiveness of housing case management services and ensuring alignment with established program standards
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Knowledge of and practice in applicable recovery models including harm reduction
• Ability to interact professionally, respectfully, and effectively with participants, colleagues, community partners, and stakeholders from diverse backgrounds and lived experiences
• Ability to maintain a calm, approachable, and professional demeanor while communicating clearly and effectively with participants, colleagues, and program partners
• Highly proficiency in Zoom, Microsoft Office, Google Suite,and databases and excellent data entry skills
• Demonstrated commitment to professional growth, accountability, continuous learning, and skill development, with the ability to adapt effectively to evolving program needs and work environments
• Committed to Five Keys' mission, vision, and values, with an understanding of and sensitivity to the diverse needs, experiences, and barriers faced by the participants we serve
• Ability to maintain strong and appropriate boundaries with personal identifying information when interacting with participants or community or program partners, and while at any site location or community or program partner site
• Able to maintain strict confidentiality and take all precautions when handling sensitive information
• Exceptional written communication skills; ability to express complex ideas with clarity and precision in written documents
• Excellent interpersonal skills with the ability to establish rapport, actively listen, and effectively communicate with guests, colleagues, and external stakeholders
• Demonstrated ability to learn new skills and processes quickly and adapt effectively to changing priorities, circumstances, and program needs
• Strong Organizational skills with the ability to handle multiple deadlines and tasks simultaneously
• Advanced problem-solving skills; tactfully address and resolve questions/concerns
• Demonstrated experience providing case management services and facilitating groups, workshops, or participant-focused sessions
• Demonstrated ability to complete administrative responsibilities accurately, efficiently, and within established deadlines

EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent required
• Bachelor's degree in Social Work, Psychology, Counseling, or a related field, or an equivalent combination of education and relevant experience preferred
• Minimum 2 years of successful care coordination/case management experience with homeless and/or young adult populations, or an equivalent combination of experience and education
• 5 years experience in providing direct service to a similar population is preferred

PHYSICAL REQUIREMENTS

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Frequent talking and hearing conversations
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities

ADDITIONAL REQUIREMENTS

This position is contingent upon:

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT

• Must be willing to travel throughout the area to community sites
• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in underserved communities

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency (i.e., programs, schools, housing).