SUMMARY:
Inland Housing Solutions (IHS), is a community-based 501(c)(3) nonprofit organization with over 30 years of experience serving homeless and affordable housing individuals and families. The mission of IHS is “to break the cycle of homelessness in the Inland Empire, by providing permanent housing options and other essential services to families who have no place to live.”
IHS is committed to being an innovative leader in the region with high-quality service that is responsive to the needs of clients and partners. IHS as an organization strives for a holistic approach to helping individuals and families overcome their challenges or circumstances while being responsive to the evolving policies and procedures. We are looking for dynamic, resourceful, passionate, and customer-service-oriented individuals who understand the importance of building relationships with property owners, tenants, families, and other supportive agency partners. This focus holistically creates a supportive environment for addressing community gaps for our most vulnerable individuals and families.
A Case Manager at IHS is more than a case manager. The role is a Stability Advocate, which is responsible for a wide range of duties that include motivational interviewing, life coaching, and assisting clients with the development of Individualized Service Plans. Case managers also evaluate plans in order to empower clients, make field visits to observe clients in their environment, monitor the well-being, and progress of plans, create case progress reports, and ensure clients are well informed regarding their care and service options.
We have a lot to offer:
Case Managers start at a competitive rate of $27 - $31 per hour.
Inland Housing Solutions offers the following to full-time employees:
- Medical/Dental/Vision and Life Insurance Plans
- Cal Savers Retirement Savings Plan
- Holiday Paid Time Off
- Vacation and Sick Paid Time Off
Is this for You? Are you someone who:
- Is comfortable conducting business over the phone, Zoom, Salesforce, MS Teams, and email
- Passionate about helping people
- Loves to learn
- Enjoys field-based case management
- Strengths in attention to detail
- Can type detailed notes while communicating
- Is comfortable working in a rapidly changing environment
- Is proficient with the computer, especially MS Excel and MS Word
- Is dependable and motivated
BASIC PURPOSE:
The Case Manager’s duties are to provide exceptional customer service and function as a liaison for various communication interfaces. To ensure success as a Case Manager, you should have excellent knowledge of case management principles, understand motivational interviewing, and the ability to act as an advocate for clients' needs. Ultimately, a top-notch Case Manager should be a compassionate, highly organized individual with a passion for helping people. This includes, but is not limited to, initial fielding of incoming calls, assisting with handling questions, complaints, and inquiries, client de-escalation as necessary, and having a pivotal role in developing and maintaining robust client relationships. This position can be a fast-paced, high-service, high-touch environment. Our business is conducted with integrity, positivity, respectfulness, and in a responsive manner. This is an in-office position.
MAJOR RESPONSIBILITIES:
Case Management – Assist and support clients in various phases of housing and life stabilization, which may include:
- Preparing for housing search – obtaining required identification and income documents, creating a savings plan for application fees and move-in costs, identifying housing needs and barriers
- Maintaining housing – referrals to employment agencies and other community resources, budgeting and savings, life skills
- Developing housing plan options for client’s who need additional permanent housing programs – community resource and referral
- Coordinating and providing client care based on Individualized Service Plans.
- Facilitating aspects of the Individualized Service Plan, such as care coordination and discussions with the agency partners for the client
- Recording all case information, such as care procedures, appointments, and field visits/observations
- Interacting with clients to ensure they are informed about their Individualized Service Plan and answering any questions they may have
- Evaluating clients’ progress and writing case reports to determine case closure.
- Building strong relationships with the IHS team members and applicable agency partners throughout the case management process
- Monthly review of accomplishments
- Coaching in weekly and monthly financial planning and budgeting
- Additional Case Management Responsibilities include:
- Ability to work with sensitive/confidential client information and be HIPAA compliant
- Arranging for the intervention of social services, health, or governmental agencies when needed
- Determining the need for therapeutic, psycho-social, or psychiatric evaluations based on client progress
- Service Coordination – office/phone support
- Answer office phone calls, triage, pre-screen for various IHS programs, resources, and referrals
- Provides the highest quality customer experience and exceeds expectations of all internal and external clients by handling questions, complaints, and inquiries with the highest degree of courtesy and professionalism in a time-sensitive manner via inbound phone calls, voicemail messages, and email
- Creatively solves customer issues and provides resolutions to the customer’s satisfaction
- Include other team members and/or departments as needed when client issues are beyond the Family Stability Advocate’s capabilities
- Support with new client inquiries/intakes/interviews and new client orientation.
- Collaborate with program staff about case eligibility.
- Serve as an information and referral resource for clients seeking shelter and services
- Community resource networking
- Other duties are assigned as needed.
EDUCATION REQUIREMENTS:
- Bachelor’s Degree in social work, Human Services, or other related field – Master’s Degree preferred.
EXPERIENCE/JOB REQUIREMENTS:
- Minimum 2 years of Social Services/Case Management Experience required
- Experienced in working with sensitive/confidential client information, HIPAA
- Self-starter, able to work hybrid remote/field/office and manage own appointments and scheduling
- Experience working with low-income, diverse populations including persons impacted by homelessness, disabilities, mental illness, and/or challenging behaviors
- Experienced in maintaining client documentation, sharing client updates and team collaboration, and maintaining a caseload
- Responsible for learning HMIS, Insightly, Salesforce, MS Office, and other data management and communication systems
- Ability to remain up to date with emerging medical knowledge and technology
- Experienced in job coaching/job readiness/financial literacy
- Experience working in a high-pressure setting and ability to respond appropriately in an emergency
- Experience in tenant responsibilities and housing maintenance
- Experienced in maintaining client documentation, sharing client updates and team collaboration, and maintaining a caseload
- Bilingual in Spanish required
- Valid California Driver’s License with a dependable vehicle
SKILLS AND PHYSICAL DEMANDS:
Skills:
- Hard skills: Highly proficient computer skills, Microsoft Office knowledge, customer service software
- Soft Skills: Excellent written/verbal communication, customer-focused, ability to learn quickly, team player, attention to detail, thorough follow-up, and ability to multitask is a must
- Able to learn and understand different program requirements and community resources
- Willing to be trained in Critical Time Intervention and HIPPA Compliance
- Daily schedule planning and time management skills
- Short and long-term goal planning skills
- Monitor educational, training and employment goals
- Coaching clients with time management skills
- Typical Physical Demands:
- Requires prolonged hours sitting, some bending and stooping
- Occasional lifting up to 25 pounds
- Field-based case management may require engaging with clients in their normal settings.
- Manual dexterity sufficient to operate a computer keyboard and calculator.
- Requires normal range of hearing and vision
- Regularly required to operate a computer keyboard, mouse, calculator, and telephone and reach with hands and arms
- Ability to operate a motor vehicle
At IHS we are people advocates. We recognize that individuals come from all walks of life, have different circumstances, or may even have a disability. We welcome you to apply!
Job Type: Full-time
Pay: $27.00 - $31.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Language:
Ability to Commute:
- Loma Linda, CA (Required)
Work Location: In person
