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

REQUIRED BEHAVIORAL SKILLS & ABILITIES

[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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.