Housing Case Manager

JOB SUMMARY

The Housing Case Manager (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 assists in maintaining high quality service delivery 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 support 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. This position also ensures there is a staff presence in buildings all while fostering a sense of community.

This position carries a designated caseload and 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 may work up to a 40-hour work week (based on FTE), and at times requires working weekday evenings and one weekend day along with the willingness to work select holiday mornings.  

ESSENTIAL JOB FUNCTIONS

(Responsibilities, accountabilities, and competencies; may not include all duties of this job)

Supportive Services 

• 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.

• Coordinate with the internal behavioral health team to support cohesive services to tenants. 

Collaborative and Community Building 

• 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.

Qualitative and Administrative 

• 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.

ESSENTIAL JOB QUALIFICATIONS 

(Any equivalent combination of knowledge, skills, abilities, education, and experience): 

Education: 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.

Experience: 

Minimum of two (2) years of experience working with homeless and low-income individuals, including persons living with mental and physical illnesses, chemical dependency/addictions, disabilities, HIV/AIDS.

Licensure/Certification: Valid Washington State Driver License and insurable driving record. 

Knowledge, Skills and Abilities:  

• Excellent written and verbal communication skills.  
• 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 to work cooperatively with co-workers as a member of a diverse team. 
• Demonstrated leadership and teaming experience resulting in accomplishing tasks and goals.
• Proficient and experienced with Microsoft Office applications, particularly Word, Excel, and Outlook.  Must be able to work efficiently and effectively with customized databases and technology, and conduct Internet research. 
• Demonstrated and strict attention to detail. 

Ability and willingness to transport tenants to appointments on a regular basis or as needed.

Desired Qualifications: 

• Experience working in a Permanent Supportive Housing environment is desired.

For a full list of our benefits, please go to https://plymouthhousing.org/benefits-staff/