Support Services Case Manager

JOB SUMMARY:

The Support Services Case Manager works interdependently in residential hotel(s) providing support services to formerly homeless clients in accordance with Curry Senior Center (CSC) Mission, Core Values, and Customer Service Philosophy. This position helps to support tenant stability and wellbeing by providing compassionate services using cultural competency, harm reduction, motivational interviewing and other best practice techniques.

ESSENTIAL DUTIES AND RESPONSIBIITIES:

·         Manage a caseload of 45 units of formerly homeless single adults, many of whom have mental health disabilities, substance use issues and/or medical issues.

·         Assist prospective clients through admission, annual assessment, and recertification process.

·         Conduct on-going outreach visits.

·         Conduct needs assessments and follow-up visits, providing a full range of case management services to clients with the client-driven goals of housing retention and life quality improvement.

·         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 (minimum of 3 per week), client groups and social activities; collaborate with Case Managers, Property Management staff, and clients to maintain comprehensive community events programs at the hotels.

·         Provide services to residents using harm production principles and motivational interviewing.

·         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.

·         Maintain current and thorough documentation and One System records of tenant contact and services provided. 

·         Create and maintain all tenant case management files, including One System file creation, ongoing maintenance of files and archival of files.

·         Conduct file compliance and reconciliation, including but not limited to, contacting preparers of source documents to resolve inconsistencies.  

·         Respond to client-related crises, including providing de-escalation intervention and support to highly agitated clients.

·         Collaborate with Curry Senior Center departments and outside providers to support and advocate for clients.

·         Coordinate services with all related agencies.

·         Complete and submit all reports required.

·         Coordinate with hotel management, staff, and Curry Senior Center staff to fill vacant units.

·         Report all suspected and known incidents of abuse and/or neglect to supervisor and appropriate entities.

·         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.

JOB REQUIREMENTS:

·         BA/BS required and/or 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.

·         Case management and/or outreach experience.

·         Knowledge of San Francisco resources for homeless and formerly homeless individuals, and must have the ability to refer tenants to appropriate resources.

·         Ability to establish and maintain organized case files for a caseload of 45 clients.

·         Working knowledge of Microsoft Office Suite.

·         Ability to complete paperwork accurately and write business correspondence.

·         Demonstrated problem-solving skills.

·         Experience working with the One System database, and have excellent data entry skills.

·         A strong working knowledge of mental health and substance abuse issues.

·         Understanding of the harm reduction model in a supportive housing context.

·         Ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.

·         Demonstrated customer service skills.

·         Must read, communicate orally, and write in English, Spanish preferred

·         Ability to multi-task in a fast-paced environment with attention to detail.

·         Must pass all post-contingency offer background checks and reference checks.

·         Experience working in non-profit or public sector strongly preferred.

·         Some group facilitation experience preferred.

·         Proof of Covid Vaccines required: completed original series and first booster.

·         Proof of negative or nonactive TB required. Curry Senior Center will provide or reimburse for the cost of a TB test after an offer of employment has been accepted by both parties. Proof of a negative TB test within 90 days will also be accepted.

DESIRED SKILLS AND ABILITIES:

·         Demonstrates professional behavior that is consistent with CSC’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 CSC’s confidentiality policy and exercises good judgement 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, CSC meetings, and events.

·         Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.

·         Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

PHYSICAL DEMANDS:

Work will be performed sitting at a desk/chair or standing while speaking and interacting with clients. Position will require average finger dexterity to operate normal office equipment and systems.

Sitting:              35% of the workday

Standing:         10% of the workday

Walking:          20% of the workday

Bending:          2.5% of the workday

Twisting:           2.5% of the workday

Lifting:              5%of the workday/Moderate, generally not over 10 pounds

Carrying:         15%of the workday/Moderate, generally not over 10 pounds

Climbing:         10% of the workday