Lead Housing Case Manager

Description

The Lead HCM mentors and supports Housing Case Managers, coordinates daily site operations with the Residential Services Manager, leads peer‑learning sessions, ensures policy consistency, and maintains continuity of service during staff absences.

• Provides mentorship, coaching, support and guidance to HCMs, assisting with onboarding, training, case management techniques, resource access and resident relationship building; serves as first point of contact for HCM questions.
• Assists the Residential Services Manager (RSM) in coordinating daily site operations to ensure continuity of services.
• Leads regular 1:1 or team peer learning sessions for HCMs to support quality service delivery, program compliance and ongoing learning.
• Supports RSM in consistent implementation of policies and procedures.
• Communicates and coordinates with RSM to support on‑site and off‑site partner relationships.
• Aligns tenant service strategies with Residential Specialists, Community Specialists and other service providers; participates in Resident Support meetings to develop cohesive tenant support plans.
• Works with Property Management to support tenant recertification as needed.
• Ensures continuity of function and service during HCM absences.
• Rotates with Lead Residential Specialist to serve as backup to the RSM during their absence.
• Develops and maintains a Housing Service Plan with each resident to address transition and long‑term housing stability goals.
• Maintains extensive knowledge of Plymouth and community resources, ensuring tenants maximize access to benefits and services.
• Assists residents with scheduling appointments, arranging transportation, and accompanies them to appointments when appropriate.
• Advocates, consults and collaborates with community providers to ensure continuity of care.
• Assists residents with moving into or out of Plymouth housing in accordance with policy and procedures.
• Mediates conflict using de‑escalation techniques.
• Intervenes in crises, responds to emergencies, and initiates action, emphasizing harm reduction and trauma‑informed care.
• Handles resident complaints and concerns, escalating to the RSM as needed.
• Coordinates with the internal behavioral health team to provide cohesive tenant services.
• Attends and participates in supervision and team meetings to discuss resident issues and program goals.
• Promotes teamwork among co‑workers and community partners, supports community events, and aligns building team strategies with resident needs.
• Collaborates with other Plymouth Housing departments and participates in committees or workgroups as appropriate.
• Provides backup to Social Services staff in other buildings and covers front desk duties on a regular or intermittent basis.
• Ensures a safe, sanitary environment in the buildings for tenants and staff.
• Works to meet service program agreements, including goals for residential stability, eviction prevention, income/skill enhancement, and self‑determination.
• Maintains accurate, timely database records, progress notes, and resident status changes while upholding strict confidentiality.
• Documents significant resident and building events in daily logs, incident reports, and tenant satisfaction surveys.
• Records and maintains financial documentation for Plymouth credit‑card purchases on behalf of residents.
• Follows program and agency policies and procedures; provides input on policy development as requested.
• Coordinates with internal departments on activities, meetings, and resident information collection.

Requirements

Candidates must hold a BA/BS in a human‑service field (or equivalent experience), have at least three years’ experience with homeless or low‑income populations and two years as a case manager, possess a valid Washington driver’s license, and demonstrate strong communication, leadership, organizational, and technical skills.

Desired qualifications include experience with diverse low‑income or special‑needs groups and prior coaching or mentoring experience; a full list of benefits is available at the Plymouth Housing website.

• Able to communicate and work effectively with a diverse group of voices.
• Strong knowledge of case management practices and standards.
• Strong knowledge of regional social service networks and available tenant services.
• Demonstrated ability to coach and lead a team of peers and near peers.
• Solid organizational and time‑management skills with the ability to prioritize effectively and meet deadlines.
• Self‑motivated with creative problem‑solving abilities.
• Ability to develop and sustain successful relationships with tenants, community agencies, and resources.
• Empathic patience with individuals impacted by addiction, mental health issues, and trauma.
• Demonstrated ability to work effectively under stressful conditions with diverse populations.
• Demonstrated leadership and teaming experience achieving tasks and goals.
• Proficient with MS Office (Word, Excel, Outlook) and web‑conferencing tools (MS Teams, Zoom), and skilled in using customized databases and internet research.
• Thorough knowledge of the full MS Office suite and web‑conferencing platforms.
• Demonstrated strict attention to detail.
• Ability and willingness to transport tenants to appointments regularly or as needed.
• Experience with diverse, low‑income or special‑needs populations (desired).
• Direct coaching or mentoring experience (desired).

Benefits

This position is unionized under Local 8 of the Office and Professional Employees International Union (OPEIU) with a starting wage of $36.91 per hour.

The role is a full‑time, 40‑hour week that includes one weekend day and may require holiday mornings, modified day shifts, swing or additional weekend shifts, and the flexibility to be reassigned to different buildings as service needs dictate.

• Flexibility and supportive teamwork within a diverse team environment.

Training + Development

Interview process

Visa Sponsorship

Security clearance