Senior Case Manager (Donner Lofts)

MidPen Housing•San Jose, CA

About The Position

The Senior Case Manager plays a critical role delivering programmatic guidance and capacity building on health and supportive needs for high-acuity residents. The Senior Case Manager works across the portfolio, collaborating with property- and regional-level staff, to ensure quick and high-quality resolution of crises. The Senior Case Manager provides training and technical assistance on the ground to help local staff better respond to health and supportive needs they see and are adept at health/supportive program delivery and assessments.

Requirements

M.S.W. or M.A. degree in psychology, counseling, or related field and 3 years’ experience • serving high needs populations (mental illness, substance use, co occurring disorders) or B.A. or B.S. degree in the same fields with 5+ years’ experience serving these populations
Experience working with and servingpeople who have experienced homelessness.
Experience working with high needs or high acuity populations that have experienced trauma.
Experience using and administering multiple assessment tools and interpreting information/data derived from assessments
Experience supporting program and service implementation and coordination
Experience collaborating with local service providers
Excellent reading, writing and verbal communications skills
Demonstrate solid judgment, discretion, and problem-solving skills when working with residents
Excellent relationship-building, active listening, negotiation, and conflict-resolution skills with a demonstrated ability to maintain balanced professional boundaries
Excellent attention to detail and organizational skills and demonstrated ability to work independently and consultatively as part of a team
Familiarity with common mental health diagnoses and disorders and interventions including harm reduction, motivational coaching, and trauma informed practices
Willing to learn, committed to improving and staying abreast of exemplary practices in the field of social services for special needs populations
Effectively use Outlook, OneDrive, Teams, Zoom, Salesforce, Microsoft OfficeSuite and other technology tools to coach / mentor / support peers at single properties
Experience with collaborating with local service providers and assisting with implementing and coordinating programs and services
Satisfactorily pass required background and fingerprint checks
Must possess a valid California Driver’s License, proof of current auto insurance, and reliable transportation
Frequently perform desk-based computer tasks, frequently sitting
Occasionally stand/walk, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, use a telephone, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to 15 pounds
Rarely twist/bend/stoop/squat, kneel/crawl
Ability to travel between properties

Responsibilities

Provides timely and high-quality coaching to regional staff and manages crisis situations with residents that have supportive needs
Provides direct case management services across multiple sites for identified residents who exhibit signs of functional impairment, including support to develop independent living skills.
Implements programs across multiple properties
Supports day-to-day operations across multiple properties; coaches/mentors case managers in same region
Coordinates and supports crisis intervention and follows up with multiple properties
Provides relevant subject matter expertise and capacity-building, portfolio-wide, on mental health and supportive populations
Ensures compliance with mandated reporting policies and procedures
Engages with partners across multiple sites; identifies efficiencies and improvements in these partnerships
Ensures visibility for MidPen Resident Services across multiple properties
Monitors provision of services provided by partners at multiple properties
Continually assesses and responds to the needs of the community
Mentors/coaches Service Coordinators on customer service and feedback collection
Manages customer feedback channels and administers/ promotes customer responsiveness surveys to facilitate customer feedback
Maintains accurate multi-property-level records and files (including but not limited to entering data and tracking all service activities on a daily/weekly/monthly basis)
Ensures timely multi-property-level reporting, consistent with Services’ policies, procedures and trainings
Analyzes single-source data across multiple properties to inform decision-making• Communicates findings from multiple properties with supervisor and supervisee
Provides leadership and team support for assigned region
Supports onboarding of service coordinators in assigned region
Models a “OneMidPen” culture, working with Property Management, across assigned properties
Serves and contributes to special project initiatives, and provides input from Services Coordinator cohort
Performs other duties as required