Bilingual Case Manager (Spanish Speaking)

Under the supervision of Community Resource Center (CRC) Leadership, CRC Case Managers provide attentive, empathetic, and client‑centered support to community members experiencing financial hardship or housing insecurity. Core responsibilities include conducting assessments, processing applications for housing and utility assistance, providing referrals, offering crisis support, and maintaining accurate documentation. Services are delivered both in person and by phone at the CRC office and, at times, offsite locations.

Case Managers do not carry individual caseloads; instead, client appointments and drop‑in services are shared across the team to ensure equitable, flexible, and responsive support for the community.

The role requires a trauma‑informed and healing‑centered approach when working with individuals experiencing complex and often stressful challenges. A strong commitment to human services, professional boundaries, and self‑care is essential to maintain effectiveness and well‑being in this fast‑paced and dynamic environment.

Job Responsibilities

Client Services & Case Management

• Provide client‑focused assistance aligned with YMCA values, ensuring culturally and linguistically appropriate services.

• Conduct intake, assessment, service planning, and program completion for all core safety‑net services.

• Complete and process financial assistance applications (housing, utilities) and perform related data entry and follow‑up communication.

• Connect clients to appropriate referrals and services related to emergency housing.

• Offer clear communication regarding next steps, expectations, and available resources.

• Demonstrate critical thinking and understanding of factors affecting clients' stability.

Community Engagement & Program Delivery

• Assist with food distributions onsite and offsite, including coordination, setup, and client support.

• Conduct outreach at local events and link community members to available resources.

• Co‑facilitate community support groups and engage in community advocacy initiatives.

• Support improvement of existing systems and contribute creative ideas for program enhancement.

Administrative & Operational Support

• Maintain accurate documentation, assessments, and service tracking in files and data systems.

• Ensure a clean, organized, and welcoming environment in collaboration with the administrative team.

• Attend CRC‑related meetings, staff meetings, and required trainings.

• Check and respond to email daily (within 24 hours) and return phone messages promptly.

• Complete mandatory ADP LMS safety training and Y‑USA e‑Learning prior to first shift.

• Handle general administrative tasks and other duties as assigned by the supervisor.

Team Collaboration & Communication

• Communicate effectively with team members and external partners (e.g., County, CORE teams, Cities, Fiscal partners).

• Support coordination and implementation of program activities.

• Uphold YMCA policies related to safety, supervision, mandated reporting, and risk management.

This position operates in a fast‑paced community service environment where frequent interaction with clients, staff, and partner organizations is expected. Work occurs both in an office setting and in community spaces such as outreach sites and food distribution locations. Case Managers should be prepared for interruptions, shifting priorities, and emotionally challenging situations, particularly when supporting individuals experiencing crisis, housing instability, or acute stress. The role requires maintaining professionalism, compassion, and clear communication in environments that may be loud, busy, or high‑pressure.

Physical demands include periods of sitting, standing, walking, and the ability to lift and carry items during food distribution events (typically up to 25–30 lbs). Travel between sites or community locations may be required.

• Must successfully complete a background screening, including criminal and employment verification. Some positions may also require a credit check.

• All duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA of Greater San Francisco promotes an equal employment opportunity workplace, which includes reasonable accommodation for otherwise qualified disabled applicants and employees. Please contact your manager if you have any questions about this policy or these job duties.

• This job description may not be all-inclusive, and employees are expected to perform other duties as assigned by management. Job descriptions and duties may be modified by management as needed.

• Job offers are conditional and contingent upon background clearance. Pursuant to the San Francisco Fair Chance Ordinance and CA Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment.

• 21+ years old.

• Bachelor's degree or equivalent relevant work experience.

• At least 2 years of experience providing direct services to low‑income or emergency‑services populations.

• Bilingual English/Spanish proficiency.

• Experience working with monolingual/bilingual Spanish‑speaking clients and individuals from historically marginalized communities.

• Strong organizational, interpersonal, and communication skills.

• Ability to remain calm, supportive, and professional in crisis situations and fast‑paced environments.

• Cultural humility and sensitivity to the stressors facing individuals and families with unstable housing or limited resources.

• Ability to problem‑solve, prioritize tasks, and work effectively as part of a team.

• Experience with de‑escalation techniques.

• Proficiency in Office 365 (Word, Excel) and client data systems.

• Reliable transportation is required for travel to various CRC sites and offsite program locations.

• Bachelor's degree in Social Work, Psychology, Sociology, or related field.

• Experience using Adobe Acrobat.