Case Manager II Eddy Street Apartments

Community Forward SF•San Francisco, CA

9d•Onsite

About The Position

Community Forward SF is hiring a Case Manager II. The Case Manager II primarily supports women living with HIV who participate in an approximately 18-month transitional housing program designed to support stability, health, and transition to permanent housing. The position also provides case management and housing stabilization support to permanent supportive housing (PSH) residents at Eddy Street Apartments. The Case Manager partners with residents to identify strengths, needs, and self-defined goals and provides person-centered support to promote health, housing stability, safety, and self-determination. Services include case management assessment and service planning, therapeutic engagement, housing stabilization and transition support, advocacy, benefits assistance, care coordination, systems navigation, information and education, referrals, and connection to community-based resources and providers. We are looking for an experienced Case Manager with strong behavioral health knowledge, excellent engagement and crisis de-escalation skills, and experience supporting adults with complex needs. The Case Manager builds collaborative relationships with residents, supports resident-identified goals, helps residents navigate housing, health care, behavioral health, benefits, and other systems, and recognizes when additional behavioral health, medical, crisis, or other specialized support is needed.

Requirements

Bachelor’s degree or equivalent combination of education and relevant work experience.
At least two years of case management experience supporting adults with complex needs, such as serious mental health conditions, co-occurring substance use, chronic health conditions, HIV, and housing instability; experience in transitional housing, permanent supportive housing, residential services, behavioral health, HIV services, or similar settings preferred.
Strong working knowledge of behavioral health, including common mental health symptoms, co-occurring substance use, overdose risk and prevention, and the ways behavioral health needs may affect functioning, engagement, and housing stability.
Demonstrated skill in trauma-informed and therapeutic engagement while maintaining appropriate professional boundaries and the scope of the Case Manager role.
Demonstrated crisis-response and de-escalation skills, including the ability to identify immediate safety concerns, follow established protocols, and exercise sound judgment about when to involve supervisors, behavioral health providers, mobile crisis teams, emergency services, or other appropriate resources.
Experience conducting case management assessments and collaboratively developing service plans based on individual strengths, needs, priorities, and self-identified goals.
Knowledge of HIV care and the practical, social, and systemic barriers that may affect consistent engagement in care and treatment.
Understanding of homelessness, trauma, DV/IPV, harm reduction, neurodiversity, cognitive impairment, LGBTQIA+ communities, and systems of oppression.
Understanding of trauma-informed practice, person-centered support, and cultural humility, including stigma-free, affirming support for women living with HIV and for cisgender and transgender women.
Understanding of the role and boundaries of case management, including when resident needs require connection to clinical, medical, crisis, or other specialized services.
Knowledge of confidentiality requirements for health information, including HIV-related information.
Experience coordinating effectively with healthcare, behavioral health, housing, benefits, and other community-based providers.
Demonstrated ability to maintain a calm, grounded presence during high-stress situations and practice compassionate conflict de-escalation.
Effective written and verbal communication skills.
Strong organizational, documentation, and time-management skills.
Comfort with technology, including MS Office, Google Suite, and applicable city databases such as ONE.
Knowledge of San Francisco and Bay Area resources.
Ability to work both independently and collaboratively as part of a team.
CPR and First Aid certification within 90 days of hire.
TB clearance within 7 days of hire.

Nice To Haves

Multicultural and/or multilingual.
40-hour Domestic Violence Advocate certification.
Training in crisis intervention, de-escalation, suicide prevention or suicide-risk identification, such as Mental Health First Aid or Nonviolent Crisis Intervention.
Experience supporting women living with HIV.
Experience working in transitional housing and/or permanent supportive housing.
Lived experience with homelessness, recovery, or systems of oppression.
Strong self-awareness, cultural humility, and commitment to reflective practice.
Excellent organizational and administrative skills.
Knowledge of San Francisco community resources and neighborhoods, including the Coordinated Entry system.

Responsibilities

Establish and maintain a primary caseload of women living with HIV participating in the transitional housing program and provide case management and housing stabilization support to PSH residents as assigned.
Build collaborative, trauma-informed relationships with residents using therapeutic engagement strategies that support trust, autonomy, self-determination, and progress toward resident-identified goals.
Conduct intakes and case management assessments to identify resident strengths, needs, priorities, resources, and self-identified goals, and orient new residents to their housing program, program expectations, available services, staff, and community resources.
Meet regularly with residents to collaboratively develop, implement, and update Individual Service Plans (ISPs) based on case management assessment and centered on resident-identified goals, strengths, needs, individual timelines, and personal choices.
Support transitional housing participants in identifying and working toward goals related to HIV and other health care, behavioral health, benefits, income, community connection, housing readiness, and transition to permanent housing.
Support residents living with HIV in accessing and remaining engaged with HIV care and treatment by identifying and addressing barriers such as transportation, scheduling, benefits, stigma, and systems navigation and by coordinating with outside providers as appropriate.
Support PSH residents with housing retention and stabilization, including identifying and addressing barriers that may affect successful tenancy and connecting residents with appropriate resources and services.
Respond to crises with a calm, grounded presence; identify immediate safety concerns, use appropriate de-escalation strategies, follow established safety and crisis-response protocols, and engage supervisors, behavioral health providers, mobile crisis services, emergency services, or other appropriate resources when additional intervention is needed.
Recognize observable changes in behavior, functioning, or well-being that may indicate increased behavioral health, substance use, medical, interpersonal violence, or other safety concerns; respond within the Case Manager role, communicate concerns through established channels, and support connection to appropriate services.
Support residents in accessing and remaining connected to psychiatric, behavioral health, substance use, medical, and other health care services, including assistance with referrals, scheduling, transportation, communication with providers, and other barriers to care.
Coordinate with outside health, behavioral health, housing, benefits, and other service providers when appropriate and authorized by the resident, including facilitating warm handoffs and supporting continuity of care.
Maintain appropriate releases of information and protect resident privacy and confidentiality, including heightened confidentiality requirements related to HIV and other health information.
Support residents in accessing and maintaining benefits, income, health insurance, housing resources, and other services that contribute to stability and resident-identified goals.
Support transitional housing participants with housing referrals and preparation for permanent housing, including obtaining and maintaining identification and other necessary housing documentation and coordinating transitions and warm handoffs to permanent housing and ongoing services.
Support PSH residents in maintaining stable tenancy, navigating housing-related systems and requirements, and addressing concerns that may affect housing stability, within the scope of the Case Manager role.
Plan, facilitate, or co-facilitate resident support groups, skill-building sessions, or community activities consistent with the Case Manager role.
Assist residents in identifying and developing external support networks and community connections.
Write clear, objective, timely, and strength-based case notes and complete required documentation in accordance with agency guidelines, contract requirements, and applicable database standards.
Maintain resident files and associated documentation with accuracy and appropriate privacy protections.
Participate in weekly clinical case management supervision focused on strengthening trauma-informed and therapeutic engagement, professional boundaries, and effective case management responses to complex resident needs.
Coordinate regularly with teammates, supervisors, outside providers, housing partners, and community-based services as appropriate.
Maintain professional boundaries and follow established safety protocols while providing services rooted in dignity, respect, choice, and trust.
Practice self-awareness, appropriate professional boundaries, and proactive stress-management strategies while working in a dynamic residential environment.
Participate in required trainings, team meetings, supervision, and other program activities.
Perform other duties as assigned consistent with the general scope of the position.