L.A. Metro Lead Outreach Case Manager

POSITION TITLE: Lead Street Outreach Case Manager

Under the direction of the Engagement and Outreach Manager, the Metro Lead Street Outreach Case Manager will be responsible for leading the Metro outreach teams working on Helpline Youth Counseling’s Metro assigned areas. This role is responsible for providing direct services to individuals experiencing unsheltered homelessness while also providing support to the team of outreach case managers. The Lead will coordinate outreach efforts, ensure high-quality case management services, and foster collaboration with community partners to connect clients to shelter, healthcare, and permanent housing solutions.

This position is ideal for someone committed to housing-first principles, trauma-informed care, and equity-driven service delivery.

DUTIES/RESPONSIBILITIES

• Provide client coaching, and support to the Metro outreach team
• Consult with the Program Manager regarding all staff conflicts or concerns to determine the most appropriate course of action
• Provide the Program Manager with feedback on Metro staff performance
• Communicate with staff and management regarding program updates, expectations, challenges
• Create a positive, collaborative, and safe work environment that supports staff well-being and professional development
• Conduct field-based outreach to people experiencing homelessness (PEH) engaged on the Metro A-line
• Lead Case Manager will be the first point of contact regarding problem solving situations and to assist the team in de-escalation when necessary
• Collaborate with clients and the Metro outreach team to develop an Individualized Service Plan (ISP) for each client that addresses short- and long-term goals
• Coordinate referrals to housing, medical, mental health, substance use, and social service providers
• Collaborate with city departments, law enforcement, and nonprofit partners to align services and outreach strategies
• Serve as a point of contact for client crises and complex case coordination
• Maintains a reduced caseload to deliver client services, including case management support
• Assist with tracking key performance indicators according to contractual requirements
• Other duties assigned by the manager

REQUIREMENTS:

• High school diploma required
• 4 years of experience with people experiencing homelessness and people with mental/physical health problems
• Be available to work the assigned schedule determined at the time of hire, which may include some evenings and weekends as needed (e.g., 6:30 AM–3:00 PM or 11:00 AM–8:00 PM)
• Working knowledge of HMIS and other Homeless outreach databases
• Demonstrate a sense of urgency, responsiveness and attention to detail
• Strong time management skills and the ability to multi-task and prioritize in fast paced environment, while exercising sound judgment
• Must be an excellent communicator with the ability to maintain professionalism while in crisis situations
• Have reliable transportation, a valid driver's license, auto insurance, and the ability to qualify for Helpline Youth Counseling’s insurance coverage
• Ability to pass TB and background clearance

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made, if requested, to enable individuals with disabilities to perform the essential functions.

HYC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER. EMPLOYMENT CONSIDERATION IS MADE WITHOUT REGARD TO AGE, RACE, COLOR, RELIGION, GENDER, GENDER IDENTITY, GENDER EXPRESSION, SEXUAL ORIENTATION, MARITAL STATUS, NATION ORIGIN, ANCESTRY, MILITARY OR VETERAN STATUS, INCLUDING PHYSICAL OR MENTAL DISABILITIES OR ANY OTHER LEGALLY PROTECTED STATUS.