Case Manager, Client Services

Title: Case Manager, Client Services Reports to: Program Manager, Client Services Directly Supervises: None Summary of Job: The Client Services Case Manager (CSCM) is responsible for providing crisis intervention services to HPP families experiencing homelessness, domestic violence, child welfare involvement, substance use, or other factors leading to family instability. CSCMs will meet with families, perform a brief assessment of their needs, engage the family in a crisis counseling session as warranted, and provide appropriate referrals and follow-up services. Families in HPP’s target population who need further support will be referred to intensive case management programs at HPP or offered short-term crisis case management with a CSCM to further assist in action planning. Client Services are often the first point of contact for HPP clients, and CSCMs will have a key role to play in carrying out HPP’s client engagement strategy. The CSCM must promote a welcoming and professional attitude, and perform services that are trauma-informed, non-judgmental, culturally sensitive, and confidential. Further, it is vital that CSCMs work collaboratively with other members of the Client Services Team as well as other direct service providers throughout the agency to ensure that families, once engaged, are successfully retained as HPP clients and are well cared for throughout their path to stability. Essential Duties and Responsibilities: Case Management Duties: Provide trauma-informed, non-judgmental, culturally sensitive, and confidential crisis intervention services to new and returning clients. Connect clients with necessary services at HPP and in the community. Conduct risk assessments to determine immediate needs of new and returning clients, make recommendations and provide immediate support as indicated. Utilize assessment to develop appropriate action plan to support the family in achieving their goals. Determine families’ eligibility for housing assistance programs. Assist/instruct families in gathering required documentation for housing assistance and housing search. Provide referrals to housing workshops and housing search appointments. Make follow-up calls to ensure families obtain housing and/or remain stably housed. Provide education to families about issues such as homelessness/housing, substance use, domestic violence, mental health and parenting. Exhibit a positive, professional demeanor towards clients, families, staff members, outside providers and volunteers. Assist each family to establish and maintain a continuum of services to promote stability and assist each family in achieving their identified goals. Develop expertise and stay current in HPP’s service offerings and eligibility criteria. Collaborate with domain-specific specialists (mental health, substance use, child welfare, housing, domestic violence) when appropriate. Attend and represent HPP at community events such as Project Homeless Connect, Pop up Village, and other resource events as needed. Meet Case Manager minimum productivity agency requirements. Administrative Requirements: Collect and document client information thoroughly and in a timely manner and accurately input all required data into the HPP Salesforce database (Henri). Articulate client sessions and recommendations in a well written format, utilizing a standardized note-taking method. Proactively utilize data dashboards and other tools to manage caseloads and client engagement. Schedule and attend weekly individual supervision meetings and contribute to continuous service quality improvement efforts. Core Competencies: All HPP Staff are expected to meet the expectations of our Core Competencies: Accountability and Reliability: Shows up for the team, the clients, and the organization; takes responsibility for actions, and follows through on task and projects. Collaboration: Helps colleagues as needed, views responsibilities as shared; Actively participates in agency-wide initiatives/ efforts. Communication: Uses effective written and oral communication with coworkers and community served; understands emotions of self and others, and responds with empathy. Continuous Learning: Demonstrates curiosity and eagerness to learn and develop professionally. Equity Mindset: Understands and is committed to goals of diversity, equity, and inclusion and fostering an inclusive environment; consistently centers equity in the organization’s work both internally and externally. Proficiency in area of focus: Has skills and knowledge in role and area of focus. Qualifications: Bilingual language skills encouraged. Bachelor’s or AA degree preferred or a minimum of three years comparable life/work experience required. 2-3 years of case management/supportive counseling experience preferred. Working proficiency in Microsoft Office and Google Suite. Able to communicate effectively both verbally and in writing. Ability to make clients feel welcome, to serve them with cultural humility, and to give them hope for a brighter future. Background in Motivational Interviewing techniques, and/or demonstrated capacity to establish action plans with clients and encourage accountability. Results oriented and able to assist clients in achieving concrete outcomes. Demonstrated capability to sensitively assess for and accommodate mental health issues. Skilled in crisis intervention and conflict resolution. Experience working with homeless families, substance use, mental health issues, and/or domestic violence. Ability to work in a diverse and fast paced environment with families that present multiple issues. Ability to maintain appropriate professional and personal boundaries with high integrity. Demonstrated understanding of the intersection of racism and poverty. Understanding of, and commitment to, social justice, and HPP’s mission and organizational values. HPP recognizes the value of having a staff that brings a wide range of perspectives to this work based on language, ethnicity, race, gender, socio-economic background, political beliefs, sexual orientation, and disability. We are committed to maintaining a diverse, multicultural working environment and particularly encourage applications from candidates with lived experience in the communities we seek to serve. Physical Requirements: This position requires the ability to work under stress and handle multiple project deadlines. This position requires an annual tuberculosis test and Covid vaccination and booster and may require moderate lifting. Work Environment: Fast-paced, multi-cultural, collaborative work environment. Potential for hybrid work-from-home/onsite schedule. Hours: Full time - 39 hours/week; Onsite M,W,F with potential for hybrid work-from-home on T, Th. Reports to: Client Services Program Manager Directly Supervises: None Salary: $64,586 + excellent benefit package FLSA Status: Non-exempt About HPP Founded in 1989, the Homeless Prenatal Program (HPP) is a nationally recognized family resource center in San Francisco that empowers homeless and low-income families, particularly mothers motivated by pregnancy and parenthood, to find within themselves the strength and confidence they need to transform their lives HPP helps families become healthy, stable and self-sufficient. We focus on the social determinants of health, supporting both parents and children in order to strengthen the whole family. With services ranging from emergency support to intensive case management, the agency partners with parents to address family needs during the critical years from pregnancy through kindergarten. The first agency in San Francisco to hire former clients as staff, HPP’s evolution has been guided by the community it serves. More than half of HPP’s immensely talented staff of 125+ come from the community and/or are graduates of the agency’s Community Health Worker Apprenticeship Program, which trains individuals for careers in the nonprofit sector. Over the years, HPP has received considerable recognition for its service to the community. In 2022, we were named “Nonprofit of the Year” by the San Francisco Chamber of Commerce, and our work has been highlighted by The New York Times, CNN, KQED, The Huffington Post, People and The San Francisco Chronicle. Additionally, HPP receives consistently high ratings by leading philanthropic evaluators such as Guidestar and Charity Navigator. The Homeless Prenatal Program is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Job Type: Full-time Pay: $64,586.00 per year Benefits: 401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Paid time off Parental leave Vision insurance Schedule: 8 hour shift Day shift Monday to Friday Application Question(s): What interests you about this position? What is your experience providing crisis intervention services to individuals and/or families experiencing homelessness, domestic violence, child welfare involvement, substance use, or other factors leading to instability? Education: High school or equivalent (Preferred) Experience: Case Management: 2 years (Required) Language: Spanish (Preferred) Ability to Commute: San Francisco, CA 94110 (Required) Work Location: Hybrid remote in San Francisco, CA 94110