Case Manager Supervisor - Sam Jones Hall

 The Case Manager Supervisor, Housing Navigation connects highly vulnerable community members experiencing homelessness to community services, employment, income growth, and housing. The Case Manager Supervisor, Housing Navigation is a direct service position working with individuals and families, including participants with both diagnosed and undiagnosed co-occurring mental health and substance use disorders. The Case Manager Supervisor, Housing Navigation utilizes crisis response/intervention, harm-reduction, and trauma-informed care principles to build trusting relationships to provide intensive case management. The Case Manager Supervisor, Housing Navigation conducts individual assessments and case planning, and provides income growth, job readiness, housing search, and placement services. The Case Manager Supervisor, Housing Navigation collaborates with the internal network and external partners, maintains professional relationships, and communicates effectively with all internal and external partners using shared tools provided by the agency. The Case Manager Supervisor, Housing Navigation’s knowledge and understanding of relevant resources is oriented toward individual and family resilience.

The Case Manager Supervisor, Housing Navigation works outside the office to meet program participants and homeless shelters and agency programs. The Case Manager Supervisor, Housing Navigation position is a full-time position with two afternoon/early evening shifts required weekly (10:00 AM to 6:30 PM for example).

In addition to carrying a caseload, the Case Manager Supervisor, Housing Navigation oversees the Case Manager, Housing Navigation staff, reviews case records, monitors outcomes, facilitates case conferencing, and supports skill development. The Case Manager Supervisor, Housing Navigation ensures compliance with policy and procedure, implements best practices, participates in data collection and reporting, and supports the Performance Quality Improvement (PQI) for program improvement.

Essential Functions

Supervision and Leadership

1. Supervise assigned Case Manager, Housing Navigation staff to succeed in daily work and meet agency work requirements.

1. Oversee timely and accurate administrative processes including completion of payroll/timekeeping approvals and reporting.

1. Oversee the maintenance of case records and case record reviews to monitor participant progress and operational documentation, ensure HIPAA compliance, and assure that corrective actions are made to all case records as indicated by case record review reports.

1. Support the performance and quality review process and continuous improvement.

1. Respond to programming needs in crisis situations with flexibility and compassion for the residents we serve and support the needs of staff members.

1. Provide backup case management coverage for supervisees as needed.

1. Prepare program data reports and participant summaries as assigned.

1. Participate in program improvement and development and cultivate partnerships with contractors or other providers.

Case Management and Service Coordination

1. Provide support to participants as they transition from street to shelter to housing. Intervene in crisis situations, promote positive solutions, and re-establish stability while providing intervention, support, and mediation to foster a successful program stay.

1. Develop a trusting and consistent relationship with each client that supports them to envision positive change, receive needed support, and achieve their goals.

1. Conduct thorough assessments to identify the client’s unique story, risk factors, and strengths to build up for a successful program outcome.

1. Develop strength-based and solution-focused individualized action plans that promote income growth and housing.

1. Provide ongoing case management services encouraging goal completion.

1. Coordinate wrap around services including mental health, legal assistance, entitlement

1. Practice assertive engagement to motivate, encourage participation, and promote follow through.

1. Maintain professional boundaries and a strict level of confidentiality.

Communication and Documentation

1. Maintain thorough, accurate, and up-to-date case records and document service encounters as required. Enter data in a timely manner in the Homeless Management Information System (HMIS), DataLink, and/or Smartsheets.

1. Respond to calls, e-mails, update requests, and other inquiries in a professional and timely manner.

1. Follow all best practice standards of care. Follow all Catholic Charities’ policy and procedure including release of information, informed consent, confidentiality, and file documentation.

1. Complete required training and certifications within the established time period.

1. Serve on agency or community service committees representing the department and/or agency.

1. Conduct case management-related duties independently, exercise sound professional and case management judgement, maintain case records with minimal documentation errors and/or corrective actions.

1. Prepare monthly program data reports and participant summaries as assigned by the Program Manager, Housing Navigation.

1. Support the Mission, Vision, and Values of Catholic Charities in the performance of all essential job functions and responsibilities.

Employment and/or Income Growth

1. Provide financial literacy services including bankruptcy support, credit education, credit reports, banking services, and budgeting.
2. Prepare participants for employment including resume preparation, interviewing skills, job search support, and workplace etiquette.

Housing Navigation

1. Assist clients in locating and securing housing. Create and maintain consistent communication channels, both verbal and written, between several parties such as tenants, landlords, referral sources, collaborating agencies, and creditors.

1. Support participants through each step in the housing search process including income attainment, budgeting, housing applications, unit viewings, housing interviews, landlord advocacy, lease signing, furniture sourcing, and moving logistics.

1. Advocate, as needed, directly with landlords, property managers, and housing agencies.

Note: Catholic Charities considers this position to be a mandated reporter of child abuse and elder abuse.

Other Responsibilities

1. Work with Diocese of Santa Rosa and local parishes as appropriate and requested.

1. Perform other related duties as assigned.

Agency Culture

It is essential that all employees of Catholic Charities aspire to the following:

• A commitment to the agency’s mission, vision, and values.
• A commitment to excellence in everything we do.
• A commitment to performance and quality improvement.
• A commitment to outcomes and measured results.
• A commitment to innovation and to what is possible.

Education, Experience, and Skills Required

1. Associates degree in a social service or related field or one to two years’ experience working as a case manager in housing navigation or equal work experience, and one year of experience supervising staff and program operations with an ability to implement systems required; bachelor’s degree preferred.

1. Understanding of causes of homelessness, experience working within social services and familiarity with community resources.

1. Prior experience in conducting vocational assessment and understanding transferable skills, aptitudes, abilities, and the barriers that hinder employment.

1. Ability to work under pressure with a positive, solution-oriented approach.

1. Computer literacy required, including experience with Microsoft 365 Suite including Excel.

1. Strong written and verbal communication; organization, conflict resolution and problem-solving skills.

1. Excellent interpersonal skills, cooperative, friendly, proactive, and helpful attitude with clients and co-workers. Ability to work closely with clients and other employees to ensure a positive and constructive environment within the program or department and throughout the Agency.

1. Passion and enthusiasm for the mission of Catholic Charities and its clients.

1. Valid California driver license and at least state required minimum of automobile insurance, clear DMV driving record and ability to provide own transportation. Must be willing and able to travel between agency sites.

1. Must pass DOJ background clearance (fingerprinting) in accordance with the Diocese of Santa Rosa’s policies prior to start of employment.

1. Bilingual (English/Spanish) preferred, but not required.

Equal opportunity employer

Catholic Charities of the Diocese of Santa Rosa is an Equal Opportunity Employer, seeking the best and brightest. Our organization does not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, disability, age, marital status, membership or activity in a local human rights commission, or status with regard to public assistance. We support, educate, create opportunities for, and ensure the wellbeing of our staff for the betterment of those most in need.

CCDSR participates in E-Verify, an Internet-based system that compares information entered by an employer from an employee’s Form I-9, Employment Eligibility Verification, to records available to the U.S. Department of Homeland Security and the Social Security Administration to confirm employment eligibility.