Case Manager (Tenant Law Center)

Ccsww•Seattle, WA

4d•Hybrid

About The Position

Tenant Law Center, a housing justice program of Catholic Community Services, seeks an Intake Case Manager to serve as a first point of contact for tenants seeking legal assistance. This position plays two critical roles; ensuring that low-income tenants facing eviction, subsidy termination, unsafe housing conditions are connected to timely legal services and also helping our most vulnerable clients find housing and navigate community resources. The Intake Case Manager conducts client interviews, spots legal issues, creates and maintains case records in Legal Server, coordinates referrals, and works closely with attorneys, paralegals, community partners, and CCS programs. This position requires strong customer service skills, careful attention to detail, building a network with providers across the county, traveling to meet clients and the ability to communicate effectively with people experiencing crisis, housing instability, language barriers, and disability-related barriers.

Requirements

One year of experience in legal services, human services, housing services, customer service, or case management.
Strong written and verbal communication skills.
Excellent organizational and data entry skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to maintain confidentiality and professional boundaries.
Demonstrated commitment to serving low income and marginalized communities.

Nice To Haves

Experience working with tenants, eviction prevention programs, legal aid organizations, or housing programs.
Familiarity with Legal Server, Airtable, Microsoft Teams, SharePoint, and Microsoft Office.
Experience working with interpreters and multilingual populations.
Knowledge of Washington landlord tenant law, Housing and Essential Needs, SSVF, Rapid Rehousing, or other housing stability programs.
Bilingual or multilingual applicants are strongly encouraged to apply.
BIPOC, people from alternative educational paths and people with lived experience with housing instability are strongly encouraged to apply.

Responsibilities

Answer incoming calls, voicemails, emails, and referral requests.
Conduct intake interviews with prospective clients, often with a telephonic interpreter for clients who speak languages other than English.
Gather information regarding housing issues, eviction notices, court documents, landlord disputes, and subsidy related concerns.
Issue spot for significant legal issues under the surface and ask follow-up questions.
Screen clients for program eligibility and urgent legal needs.
Identify cases requiring immediate attorney review.
Work with interpreters and alternative communication methods when necessary.
Create and maintain accurate client records in Legal Server.
Review incoming Airtable and SharePoint referrals.
Ensure all required supporting documentation is collected and uploaded.
Maintain confidential and accurate case notes.
Work with clients to find housing through Housing Connector and maintain that housing successfully.
Become knowledgeable about community networks so that referrals can be made to other organizations for resources.
Physically visit clients when paperwork needs to be signed.
Attend Resource Fairs for TLC and network with other providers.
Attend open houses for new shelters and affordable housing units to become knowledgeable for resource navigating.
Process referrals from internal CCS programs, including HEN, SSVF, and Rapid Rehousing.
Coordinate referrals from community partners, Housing Justice Project, 211, code enforcement programs, and social service agencies.
Forward eligible cases to attorneys for review and assignment.
Track referral status and communicate with referring agencies when additional documentation is needed.
Contact clients by phone, text, email, and other communication methods.
Provide information regarding TLC services and intake requirements.
Assist clients who experience technological, literacy, language, or disability-related barriers.
Deliver trauma informed and culturally responsive customer service.
Participate in regular case review and staff meetings.
Collaborate with attorneys, paralegals, interns, and community partners.