Senior Case Manager

Senior Case Manager

Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is a vibrant and socially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services.

Are you seeking a new role that fully utilizes your talents and potentialwhile helping to make the world a better place? If so, please read on!

At Hope Solutions we envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility.

Hope Solution's mission is to heal the effects of poverty and homelessness by providing permanent housing and vital support services to highly vulnerable families and individuals.

Could our mission be your mission?

The Families in Supportive Housing Program (FISH) Senior Case Manager provides home-based case management and supportive mental health services for formerly chronically homeless families with special needs who are housed throughout Contra Costa County. Working collaboratively with the FISH Team and Property Management, the Senior Case Manager provides psychosocial, life skills, and financial assessments to develop and supports the implementation of family service plans and facilitates linkage to community and mainstream resources that allow consumers to remain stably housed and achieve the greatest level of self-sufficiency possible.

Supervisory Responsibility: None

The Senior Case Manager may assist the Program Manager with any or all of the following (and is expected to handle at least one bullet per subsection):

Onboarding:

• Participating in the hiring process.
• Training staff on team-specific Standards of Practice (SOPs), documentation, and paperwork.
• Supporting staff in using HMIS/Apricot for data entry, note-taking, and referral tracking.
• Providing shadowing opportunities for home visits and fieldwork, and exposing new staff to assessments, intakes, resource connections, follow-ups, exits, and landlord interactions.

Client Intakes and Assessments:

• Training and assisting staff (both new hires and those needing guidance) with program-specific paperwork, contract liaison forms, and filing/documentation processes.
• Maintaining relationships with contract liaisons and referral sources. Act as the point of contact in the manager's absence and participate in contract liaison meetings.

Data and Reporting:

• Reviewing, generating, & customizing reports in HMIS/Apricot to support your/your team's work.
• Monitoring program outcomes using dashboards and reports, addressing key data points such as exits, income changes, and flagged items.
• Managing and tracking subsidy requests by preparing and submitting them to the manager and collaborating on data reviews.
• Participating in quarterly data and finance meetings to align on reporting and outcomes.

Managerial Support and External Representation:

• Providing ongoing support to staff, offering guidance and feedback as needed, in small groups and/or teams meetings.
• Serving as the point of contact when the manager is unavailable, ensuring communication with the director and updating the manager upon their return.
• Attending community and external meetings on behalf of Hope Solutions, creating agendas, hosting discussions, and taking detailed notes.

Client Support:

• Maintain awareness of culturally diverse consumer populations and perform duties with attention to cultural needs.
• Maintain contact with all consumers in the caseload and provide home visits according to an identified level of need.
• Perform comprehensive psychosocial, life skills, and financial assessments.
• Working collaboratively with consumers, developing and monitoring progress on individual or family service plans, encouraging independent action, and/or providing aid as appropriate.
• Provide Case Management support, including but not limited to assistance with budgeting, accessing needed benefits and services, accompanying consumers to mental health/medical appointments, and supporting overall housing stability.
• Assure the provision of supportive mental health interventions as needed, including mental health crisis management.
• Provide linkage for medical, mental health, addiction/recovery, financial, legal, and other community services as needed, and coordinate with all persons/agencies involved in a consumer's service plan for the duration of service delivery.
• On an as-needed basis, assist consumers to locate units with landlords/property managers willing to accept voucher payments and/or negotiate housing issues with existing landlords/property managers, supporting consumers to have quality, habitable homes.
• With consumer permission, collaborate closely with all providers involved in supporting them to overcome issues that may place them at risk for eviction, including but not limited to behavioral issues, mental health problems, or physical limitations that affect their ability to abide by lease agreements/rules of residency.
• Assist with consumer certification/verification paperwork as needed.

Cultural Responsiveness:

• Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.
• Knowledge of and commitment to concepts and issues tied to social justice and housing justice.
• Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility, authenticity, backgrounds, and goals.
• Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.

Organizational/Administrative Responsibilities:

• Professionally represent Hope Solutions in all circumstances.
• Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers' behalf, and assuring consumer safety.
• Comply with all local, state, and federal regulations and Hope Solutions policies and procedures.
• Complete required administrative paperwork and reports in a timely and accurate manner.
• Attend all required meetings, including but not limited to Hope Solutions staff meetings, team meetings, consumer case conferences, and linkage meetings with other agencies.
• Complete required personnel-related paperwork and complete expenditure reports for food supplies, petty cash expenses, and/or mileage in a timely and accurate manner.
• Document all services provided in a timely manner.
• Assist with data generation for reports and funding applications as needed.
• Perform other duties and responsibilities as assigned.
• On-call, after-hours, and backup work may be required.

Work Location Classification:

• Mobile: Work is performed across multiple locations and in the field rather than at a single fixed site. Staff travel as needed to meet with clients, partners, and operational needs. This classification applies to all Program Direct Service staff.
• Work from home must be approved in advance by the Program Director or Manager. Written approval (email) is required.
• All new program employees are expected to work on-site for the first 90 calendar days. Any exception requires approval from the Program Director or Manager.
• Program staff are expected to structure the workday with approximately six hours of face-face work and approximately two hours of administration/documentation time (this time can be averaged during a given week or month, depending on client and program need and with approval of the supervisor).
• Client-facing work may occur on-site or in the field, depending on the role and program needs, and may include appointments, sessions, engagements, support services, client-present coordination of community resources/services, and other direct service activities.
• This expectation may flex to accommodate operational needs, client availability, safety concerns, or urgent program priorities while still meeting performance expectations.
• When requesting to work from home, the employee must make the request to their direct supervisor in advance. The request must include the requested date/hours, business reasons, and a work plan for the day. For urgent same-day situations, the employee must notify leadership as early as possible and follow directions regarding work-from-home approval, schedule adjustment, or use of leave time.
• When approved to work from home, employees must maintain confidentiality, work from a professional/private environment, complete assigned tasks and documentation on time, and track time accurately.

Position Qualifications: