Flex Housing Lead Case Manager

Bayview Hunters Point Foundation•San Francisco, CA

About The Position

The Flex Housing Lead Case Manager oversees and coordinates case management services, including training and supervising case managers while providing direct support to guests. The role includes conducting needs assessments, connecting residents with resources, coordinating care, and maintaining collaborative relationships with residents, colleagues, and service providers. The Lead Case Manager supports residents in pursuing their goals through regular documentation, care-retention interventions, and services grounded in harm reduction principles. The position provides daily oversight to the case management team, including guidance on service delivery and documentation, regulatory compliance, caseload management, and on-call scheduling. The Lead Case Manager coordinates with staff and clients to use resources effectively, help prevent returns to homelessness, support licensure compliance, and contribute to quality assurance, process improvement, and organizational development. The role includes outreach and screening, responding to immediate needs, and developing and updating Individual Service Plans with residents. Plans may address housing, food, clothing, health care, substance use treatment, harm reduction, mental health care, education, training, and employment resources. The Lead Case Manager connects residents with community services, distributes safe drug use supplies and overdose prevention kits when needed, coordinates with providers and caregivers, convenes case conferences, and provides intensive and restorative care management. The position also maintains client charts, assists with program enrollment and appointment retention, identifies service gaps, participates in meetings and trainings, and helps maintain the drop-in area. Work takes place in an open office environment with moderate noise and distractions. The role may involve travel from the building to other sites and occasional irregular or extended hours. Candidates selected for the position are subject to a background check; Live Scan fingerprinting, TB clearance, and other medical vaccinations may also be required.

Requirements

Bachelor’s degree from an accredited institution.
At least 3 years of experience in direct services for low-income individuals, behavioral health, and/or homelessness, including building supportive relationships with clients, peers, and partners.
Supervisory or project management experience.
Demonstrated passion for serving chronically homeless populations with co-occurring disorders.
Proven ability to manage change, improve performance metrics, and remain flexible and positive under pressure.
Flexible, team-oriented approach and ability to take initiative.
Strong conflict resolution, boundary-setting, and de-escalation skills.
Ability to prioritize workload, complete tasks efficiently, work independently, and seek supervision when needed.
Excellent verbal and written communication skills, including writing case notes, reports, and procedures; presenting information; and responding to questions from varied audiences.
Proficiency in Microsoft Office and adaptability to technological changes.
Strong clerical skills, including typing, proofreading, and attention to grammar and spelling.
Familiarity with general business correspondence, policies, financial documentation, and applicable government regulations.
Adherence to strict confidentiality standards concerning site names, addresses, and guest or staff information.
Dependability, cooperation, and a problem-solving mindset.
Ability to work effectively in an open office environment with moderate noise and distractions.
Ability to meet deadlines with time constraints and applicable state, federal, local, and BVHP standards.
Regular and reliable job attendance.
Effective verbal and written communication skills.
Computer skills, including Microsoft Office, Avatar, and internet browsers.
Respect and understanding of others to maintain professional relationships.
Independent judgment in evaluating options and making sound decisions.
Mandated court reporting.
Live Scan fingerprinting, TB clearance, other medical vaccinations, and background check clearance may be required.
Valid California driver’s license if duties require.

Nice To Haves

Knowledge of substance use and harm reduction strategies.
Experience in government relations, nonprofit organizations, and grassroots organizing.
Master’s degree.
Licensed-eligible status.

Responsibilities

Provide daily oversight to the case management team, including guidance on service delivery and documentation, regulatory compliance, caseload management, and on-call scheduling.
Collaborate with staff and clients to use resources effectively, prevent returns to homelessness, maintain licensure compliance, and support quality assurance and process improvement.
Participate in weekly staff meetings, scheduled supervision meetings, other required meetings, and trainings.
Plan and manage outreach activities to promote resident interest in services.
Work with field staff to identify residents who may benefit from personalized support or case management services.
Educate residents about services, treatment courses, risks, and health outcomes related to certain behaviors.
At screening or intake, address immediate needs such as medical care, shelter, food, clothing, and harm reduction services and supplies.
Develop and implement Individual Service Plans with residents, addressing needs, risk factors, barriers, goals, and interventions; update plans to reflect progress and emerging needs while supporting resident autonomy.
Help residents access appropriate community resources based on assessments or residents’ stated needs.
Distribute safe drug use supplies and overdose prevention kits when necessary.
Develop and maintain collaborative relationships with community partners and service providers, including substance use treatment, mental health, housing, and primary health care providers.
Maintain up-to-date client charts and documentation.
Provide dependable, structured case management consistent with harm reduction principles and a whole-person approach.
Assist residents with enrollment and retention in other service programs and with scheduling and keeping appointments.
Identify gaps and barriers in community resources and advocate for systemic changes.
Participate in case management staff meetings and other regularly required meetings.
Participate in upkeep, cleaning, stocking, and supervision of the drop-in area weekly or as needed.
Lead communication among members of each participant’s case management team, coordinate care with providers and caregivers, and convene case conferences to support continuity of service and eliminate service gaps.
Provide intensive and restorative care management support.
Perform other duties as assigned.