Job Title: Case Manager
Location: Fullerton, CA
Position Type: Full Time, Non-Exempt
Reports To: Housing Programs Manager
Organization: Pathways of Hope
The Agency
Since 1975, Pathways of Hope has led a community effort to provide access to food, shelter and housing to those in North Orange County experiencing hunger, housing insecurity and homelessness. We operate a community access point, multiple housing sites and a variety of programming models, and collaborate with a wide array of community partners including local government, school districts, businesses, healthcare providers and other stakeholders engaged in creating a community that provides for the needs of its residents. Our team is dynamic, forward-thinking and works together to uphold the Pathways Standards, which prioritize the people we serve, codify support and growth as core management principles, and establish a culture of philanthropy in which we are bold and fearless advocates for our community.
The Opportunity
Through multiple housing models (Emergency Shelter, Permanent Supportive Housing, Prevention and Diversion) the Pathways of Hope Housing team assists homeless families and individuals reduce housing barriers, work toward greater economic opportunity and independence, and strengthen community social service linkages necessary for the participant(s) to end their homelessness and obtain safe, sustainable, permanent housing.
This position works exclusively on our Permanent Supportive Housing programming and requires a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position is stationed 50% on-site at our program office and 50% off-site visiting participants at their homes.
The Candidate
All Pathways of Hope employees must embrace a culture of teamwork, collective success and support in assisting the agency in achieving its mission and vision with a strong focus on the Pathways of Hope Standards. The ideal candidate will possess a strong work ethic, a track record of successful problem-solving, the ability to work independently, and an understanding of homelessness in Orange County. The ideal candidate understands that Case Management and Services Navigation are collaborative efforts with residents.
Job Summary
In collaboration with the Permanent Supportive Housing Case Managers, Housing Programs Manager, Senior Director of Programs, Landlords and Properties, and the Program Team, the Permanent Supportive Housing Case Manager will work to stabilize and enhance housing tenancy for families in the PSH program. Using a variety of techniques, the Permanent Supportive Housing Case Manager will assist participants in focusing their efforts on maintaining permanent housing, building in life skills to enhance their well-being, as well as being good tenants. The Permanent Supportive Housing Case Manager will spend the majority of their time meeting with participants in their homes to discuss progress towards housing sustainability, providing referrals to supportive services and ancillary services, assisting in the completion of necessary paperwork for referral applications, documenting and reporting these efforts, and overseeing the day-to-day operation of the family PSH program.
This position works exclusively on our Permanent Supportive Housing programming and requires a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position is stationed 50% on-site at our program office and 50% off-site visiting participants at their homes.
Essential Duties and Responsibilities
- Works with and accepts intake referrals and appointments from CES and/or Housing Programs Manager, as applicable
- Completes all necessary intake paperwork (internal and HMIS), collects all participants identifying documentation and provides an initial program orientation, as applicable
- Gives overview of permanent supportive housing program expectations with participants and provides a copy of the participant handbook for participant records
- Provides overview of case management services, including a review of the Housing Stabilization Plan with outlined goals and objectives to maintain stability in permanent housing, an overview of case management meeting expectations and an overview of supportive services that are offered within the permanent supportive housing program
- Gives overview of Sublease and Occupancy Agreements to participants once they move into housing to ensure lease and program compliance
- Develops an individual case management plan, including financial planning and housing stabilization goals collaboratively with each participant
- Completes Occupancy Fee form for participants who generate an income, as applicable
- Inputs participant data in the Homeless Management Information System (HMIS) and other data management systems accurately and in a timely manner, within 72 hours of a service provided
- Maintains a minimum of 8 cases at a time, as assigned
- Using the progressive engagement approach, works with participants to track progress toward goals in detailed case files with charts, progress notes, and outcome evaluation. A minimum once a month meeting with the participants is expected
- Conducts needs assessment, makes appropriate community referrals and provides support to connect to ancillary services
- Helps participant with all housing related matters including assistance with understanding the sublease agreement, providing landlords insight on services/program and landlord mediation
- Assist participants with SSI/SSDI, medical, counseling, employment, life skills and other related needs or concerns by connecting them to appropriate community resources and referrals. Provides supplemental transportation and grocery assistance as necessary
- Receives internal(self) referrals from CalOptima Health and/or HHOC for members/participants needing CalAIM Community Supports assistance, as applicable
- Creates service referrals in CalOptima’s ‘CalOptima Connect’ database system and requests authorization(s) for Community Support(s), as applicable
- Completes intake with participants for CalAIM Community Support program(s), as applicable
- Provides Day Habilitation, Housing Navigation, Deposit, and Tenancy support for all eligible and authorized participants through CalAIM and completes ongoing activities in ‘CalOptima Connect’ database, ongoing and as applicable
- Ensures participant compliance of program, sublease agreement and property expectations and provides warnings in verbal and written form in collaboration with the landlord/property manager, as necessary
- Maintains ongoing communication and relationship-building with landlords/property managers
- Keeps detailed case files including information about participants, program expectations and participant progress notes and documentation
- Conducts unit inspections once a month, or as needed, for cleanliness, safety and compliance and prepares units for participant move-ins/move-outs as necessary
- Completes monthly check requests for rent and other billable expenses and internally tracks all expenses requested/billed in the Expense Master spread sheet
- Develops and maintains a list of potential housing opportunities for participants with support from other staff
- Collaborates and communicates with other service providers, community partners and other agency staff and landlords/property managers as it relates to individual work or participant needs
- Helps with conducting a yearly follow-up with former participants to gain feedback and housing status
- Completes internal reports as assigned in a timely manner on a monthly basis
- Completes specific grant-related reports/documentation on a monthly basis
- Completes participant success stories on a monthly basis
- Completes and maintains all property related paperwork, including inspection checklists, environmental reviews, master lease agreements, sublease and occupancy agreements, lead-based paint inspection checklists and other property forms
- Ensures the confidentiality and safety of case files and participant information
- Maintains an understanding of Fair Housing Laws and keeps current on legal issues and regulations
- Attends community meetings/trainings as assigned
- Assists in communication and coordination of volunteer groups as assigned
- Completes participant graduate follow-ups and tracks their updates monthly for a year
- Performs other duties as assigned
Knowledge
- Housing Program Models and best practices
- Trauma-Informed and Housing First Methods
- Harm Reduction Strategies Motivational Interviewing
- Other various counseling methods and conflict resolution techniques founded in strengths-based approach
- HUD definition of homelessness, Chronic homelessness, Prevention and Diversion
- CalOptima Heath and CalAIM Community Supports
- Proficiency in Microsoft Word, Excel, and Outlook
- Hunger and homelessness issues affecting Orange County community is preferred
- Local housing resources and community-based services
Skills and Abilities
- Respond to crisis with the ability to deescalate the situation
- Maintain confidentiality regarding participant information
- Work with people from diverse economic and socio-cultural backgrounds
- Excellent boundary-setting skills
- Excellent interpersonal and rapport building skills
- Professional communication skills (verbal and written) and intermediate computer skills
- Interpret, apply, and explain policies and procedures
- Represent the program and agency in a positive manner within the community
- Be punctual, organized, and willing to take initiative
- Work independently with little or no direction
- Problem-solve (identify issues and look for solutions/proactively seek to improve processes)
- Prioritize and multi-task in a fast-paced environment
- Exceptional organizational, planning, and coordination skills
- Establish and maintain effective working relationships with co-workers, volunteers, and other partners
Education and Experience
- Bachelor’s Degree in Human Services, Social Work, or a similar major
- Previous experience in case management, preferably working with unhoused individuals, families and/or persons in crisis
- Proficient in Microsoft Office and case management software including HMIS preferred
- Bilingual English/Spanish required
Compensation
This is a full time position with a compensation of $25.00 per hour. Typical hours would be Monday through Thursday, 8:30 am – 7:00 pm with occasional attendance at evening and weekend events as needed.
As part of its cultural values, Pathways of Hope respects and values work/life balance.
Physical Job Requirements
- Ability to sit for extended periods of time while working at a computer.
- Uses hands and fingers to operate computers and office equipment for up to 10 hours a day
- Requires clear vision at 20 inches or less with or without corrective lenses and vision sufficient to use equipment or operate a car safely.
- Hearing and speech within normal ranges and sufficient for clear communication face to face and on the telephone
- Lifts up to 30 pounds regularly and 40 pounds occasionally.
- Exposed to typical office environment conditions and noise levels
Equal Opportunity
Pathways of Hope is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Full-time
Pay: $25.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Experience:
- Case Management: 1 year (Preferred)
Language:
Ability to Commute:
- Fullerton, CA 92834 (Required)
Ability to Relocate:
- Fullerton, CA 92834: Relocate before starting work (Required)
Work Location: In person
