Lead Housing Case Manager

Description

• 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.
• 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
• Work with Property Management team to support tenant recertification, as needed.
• Mediates conflict using de-escalation and other techniques.
• Provides a safe, sanitary environment in the buildings for tenants and staff.
• 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
• Leads regular 1:1 or team peer learning sessions of HCMs to support quality service delivery, program compliance and ongoing learning.
• Provide backup to other Social Services staff in other buildings as needed, or backup front desk coverage on a regular or intermittent basis.
• Records and maintains financial documentation as required for Plymouth credit card purchases on Resident behalf.
• Attends and participates in scheduled supervision and team meetings to discuss resident issues and general program issues and goals.
• 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.
• Rotates with Lead RS to serve as back-up to the RSM during their absence.
• Follow program and agency policies and procedures. Provide input to program policies, procedures, and goals, as requested. Read materials as requested.
• Ensures continuity of function and service in the event of an HCM absence.
• 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.
• Supports RSM in ensuring policies and procedures are implemented consistently.
• Communicates and coordinates with RSM to support on and off-site partner relationships.
• 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.
• Coordinates with the internal behavioral health team to support cohesive services to tenants.
• 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.
• 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.
• 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
• Collaborate with other Plymouth Housing Departments and/or participate in committees or workgroups as appropriate.
• Advocate, consult and collaborate with community providers to ensure continuity of care.
• Assists with resident complaints and concerns, escalating them to the Residential Services Manager (RSM) as needed.
• 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.
• Coordination with internal departments on activities, meetings and collecting resident information.
• Assists residents in moving into and/or out of their Plymouth housing as needed, following Plymouth policy and procedures.
• Assists the Residential Services Manager (RSM) in coordinating the daily operations of the site helping to ensure continuity of services.

Requirements

• Strong knowledge of case management practices and standards.
• Demonstrated ability to coach and lead a team of peers and near peers.
• Demonstrated ability to work effectively under stressful conditions with people of varying socioeconomic backgrounds, sexual orientations, and ethnic diversity.
• 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.
• Ability to be flexible, supportive and work cooperatively with co-workers as a member of a diverse team.
• Ability and willingness to transport tenants to appointments on a regular basis or as needed.
• Direct coaching or mentoring experience is desired.
• Ability to develop and sustain successful relationships with tenants, community agencies and resources,
• 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.
• Thorough Knowledge with full MS Office suite and web conferencing, including MS Teams and Zoom.
• Demonstrated leadership and teaming experience resulting in accomplishing tasks and goals.
• Strong knowledge of regional social service network and services available to tenants.
• Able to communicate and work effectively with a diverse group of voices.
• Empathic patience with individuals who are heavily impacted by addiction, mental health concerns, and trauma.
• Experience with diverse, low income or special needs populations is desired.
• Demonstrated and strict attention to detail.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance