Lead Housing Case Manager

Mac's List•Kirkland, WA

43d•$37 - $37

About The Position

The Lead Housing Case Manager (Lead HCM) supports Plymouth residents by working as part of an onsite permanent supportive housing (PSH) team that is committed to supporting the well-being of residents and supports the delivery of high-quality service based on the values inherent in Plymouth's mission, the principles of cultural proficiency, the tenets of harm reduction and trauma-informed care, and the 'housing first' philosophy. Specific tasks related to this position (but are not limited to) include providing mentorship, support, and guidance to the Housing Case Managers & building team and serves as their first point of contact for questions and support, works in partnership with the Residential Services Manager (RSM) and Lead Residential Specialist, and plays a key role in sustaining continuity of care across all tenant-facing positions in Plymouth buildings. The HCM position carries a caseload responsible for supporting residents in their housing stability in identifying their housing stability barriers, partnering with residents to create Housing Service Plans, providing care coordination and supportive services to residents to meet their plan's goals, and ensures that there is a staff presence all while fostering a sense of community. The position is generally assigned to an individual Plymouth building but may be reassigned on a short- or long-term basis, based on business/service needs. Work Schedule: This position works a 40-hour work week, including one weekend day along with the willingness to work select holiday mornings, work modified day shifts (to work into early evenings) as needed and may be required. The Lead HCM carries a caseload and can work periodic swing and weekend shifts. This is a unionized position, represented by Local 8 of the Office and Professional Employees International Union (OPEIU).

Requirements

BA/BS degree in a human service field. Advanced education can be substituted for experience and/or years of experience can be substituted for the required degree.
Minimum of three (3) years of experience working with homeless and low-income individuals, including persons living with mental and physical illnesses, chemical dependency/addictions, disabilities, HIV/AIDS.
Minimum two (2) years working as a case manager, at least one (1) of those years working with individuals experiencing homelessness.
Valid Washington State Driver License and insurable driving record.
Able to communicate and work effectively with a diverse group of voices.
Strong knowledge of case management practices and standards.
Strong knowledge of regional social service network and services available to tenants.
Demonstrated ability to coach and lead a team of peers and near peers.
Solid organizational and time management skills with ability to prioritize effectively and meet deadlines in a professional manner.
Self-motivated and ability to creatively problem solve.
Ability to develop and sustain successful relationships with tenants, community agencies and resources,
Empathic patience with individuals who are heavily impacted by addiction, mental health concerns, and trauma.
Demonstrated ability to work effectively under stressful conditions with people of varying socioeconomic backgrounds, sexual orientations, and ethnic diversity.
Ability to be flexible, supportive and work cooperatively with co-workers as a member of a diverse team.
Demonstrated leadership and teaming experience resulting in accomplishing tasks and goals.
Proficient with MS Office applications, particularly Word, Excel, Outlook and web conferencing, including MS Teams and Zoom and ability to work efficiently and effectively with customized databases and technology, and conduct Internet research.
Thorough Knowledge with full MS Office suite and web conferencing, including MS Teams and Zoom.
Demonstrated and strict attention to detail.
Ability and willingness to transport tenants to appointments on a regular basis or as needed.

Nice To Haves

Experience with diverse, low income or special needs populations is desired.
Direct coaching or mentoring experience is desired.

Responsibilities

Provides mentorship, coaching, support and guidance to the HCMs by assisting with onboarding, training and guidance on case management techniques, access to resources and establishing positive resident relationships. Serves as the first point of contact for HCM questions.
Assists the Residential Services Manager (RSM) in coordinating the daily operations of the site helping to ensure continuity of services.
Leads regular 1:1 or team peer learning sessions of HCMs to support quality service delivery, program compliance and ongoing learning.
Supports RSM in ensuring policies and procedures are implemented consistently.
Communicates and coordinates with RSM to support on and off-site partner relationships.
Supports the RSM in aligning tenant service strategies with Residential Specialists, Community Specialist and others providing tenant services in the building; actively participates in Resident Support meetings to strategize on cohesive tenant support strategies.
Work with Property Management team to support tenant recertification, as needed.
Ensures continuity of function and service in the event of an HCM absence.
Rotates with Lead RS to serve as back-up to the RSM during their absence.
In collaboration with each resident, develops and maintains a Housing Service Plan, which outlines goals that address transition needs and long-term housing stability needs of the resident in their new residence
Maintain extensive working knowledge of resources available to residents within Plymouth as well as public benefits and community organizations, ensuring that tenants access resources to the greatest extent possible.
Assists residents in scheduling appointments, arranging transportation, or transporting residents in Plymouth vehicle or rented vehicle to appointments; and accompany residents to appointments as appropriate
Advocate, consult and collaborate with community providers to ensure continuity of care.
Assists residents in moving into and/or out of their Plymouth housing as needed, following Plymouth policy and procedures.
Mediates conflict using de-escalation and other techniques.
Intervenes in crises, responds to emergencies, and initiates action as required, including contact with emergency response systems while focusing on the tenets of harm reduction and trauma-informed care.
Assists with resident complaints and concerns, escalating them to the Residential Services Manager (RSM) as needed.
Coordinates with the internal behavioral health team to support cohesive services to tenants.
Attends and participates in scheduled supervision and team meetings to discuss resident issues and general program issues and goals.
Practices a cooperative work approach and promotes teamwork among co-workers and community partners; collaboration includes supporting community events and proactively aligning with building team on resident strategies
Collaborate with other Plymouth Housing Departments and/or participate in committees or workgroups as appropriate.
Provide backup to other Social Services staff in other buildings as needed, or backup front desk coverage on a regular or intermittent basis.
Provides a safe, sanitary environment in the buildings for tenants and staff.
Work to the standard and requirements of the service program agreements, including program goals relating to residential stability; eviction prevention; enhanced income/skills and self-determination.
Maintains all database records and other required documentation in an accurate and timely manner including, by not limited to daily activities, progress notes, changes in resident status, etc. Follows strict confidentiality to protect resident's private data.
Ensure significant events involving residents and building operations activities are recorded accurately in daily log and all necessary information during shift, reads log daily at start of shift; maintains and or assists with other program documentation as needed.i.e., Incident Reports, and tenant satisfaction surveys.
Records and maintains financial documentation as required for Plymouth credit card purchases on Resident behalf.
Follow program and agency policies and procedures. Provide input to program policies, procedures, and goals, as requested. Read materials as requested.
Coordination with internal departments on activities, meetings and collecting resident information.
Perform other duties as directed by the Residential Services Manager or Site Director