Case Manager - Pac Station North, Santa Cruz

SUMMARY

Under the supervision of the Associate Director, Supportive Housing the Case Manager is responsible for oversight of the delivery of resident services programming at properties that serve high needs, Individuals, families seniors and those with special needs within Eden Housing’s portfolio. The Case Manager is responsible for the coordination of services for high needs populations and low- income households living at each site. Additionally, this role is responsible for the development of collaborative relationships with county provided services providers and with outside services to bring robust and relevant programming to Eden Housing properties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Independently deliver onsite programs, ensuring implementation of programs at assigned locations to meet agreed internal standards and objectives and applicable regulatory expectations
• Regularly conduct door-to-door, phone, e-mail outreach and other marketing strategies to make residents aware of services offered
• Assist in and/or provide crisis intervention and follow-up (including but not limited to child abuse or adult abuse reporting); appropriately implement mandated reporting policies and procedures
• Support case management services for identified residents who exhibit signs of functional impairment, including support to develop independent living skills
• Provide group and one-on-one services to residents and support community building activities at assigned properties
• Collaboratively work with the residents to support independent living and personal and professional goals
• Educate residents about programmatic options and advocates for residents’ needs
• Ensure that all established HIPAA policies and procedures are maintained and strictly adhered to.

Partnership Management

• Familiar with Services’ partnership goals and selection criteria; engages with property-level partners to support these goals/criteria and communicates with supervisor where improvements may be needed
• Collaborates well with local community agencies in proximity to assigned property
• Work collaboratively with Eden Property Management, Eden Resident Services staff, community partners and community-based services providers to address/ resolve property concerns or neighbor disputes

Customer Service

• Support property-level needs assessments and associated follow-up (e.g., community meetings)
• Participate in development of property service plan that is responsive to resident needs
• Communicate and execute actions based on stated and assessed needs
• Offer exemplary customer service and responsiveness to residents

Data-driven Decision-making

• Maintain accurate property-level records and files (including but not limited to entering data and tracking all service activities on a daily/weekly/monthly basis)
• Ensure timely property-level reporting, consistent with Services’ policies, procedures, and trainings

Effective Team Building

• Participate in staff and team meetings, trainings, group outings and other site sponsored events
• Apprise direct supervisor of activities and incidents in a timely manner
• Cultivate collaborative relationships with Property Management peers and colleagues at the property level
• Performs other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the education, knowledge, skill, and/or ability required.

Education and Experience

• M.S.W. or M.A. degree in psychology, counseling, or related field and 1 year of full-time experience serving the needs of senior populations and special needs (mental illness, substance use, co-occurring disorders) or B.A. or B.S. degree in the same fields with 3 years full-time experience serving these populations or a High School Diploma or GED plus 5 years or more of relevant experience
• Experience working with and serving homeless populations and/or providing social services to diverse populations
• Experience using and administering multiple assessment tools and interpreting information/data derived from assessments
• Experience supporting program and service implementation and coordination
• Experience collaborating with local service providers

Knowledge, Skills, and Abilities

• Excellent reading, writing and verbal communications skills and comfortable communicating across language barriers, including using translation apps and services to navigate multiple language needs; [some positions may also include “proficient in Spanish, Russian, Korean or Vietnamese” if required at a specific property] bilingual requirements are determined based on resident/property population and will be applied accordingly
• Solid judgment, discretion, problem-solving skills when working with clients
• Excellent relationship-building, active listening, and conflict-resolution skills
• Excellent attention to detail and organizational skills and demonstrated ability to work independently
• Willing to learn, committed to improving and staying abreast of exemplary practices in the field of social services for special needs populations
• Effectively use Outlook, OneDrive, Teams, Zoom, Salesforce, Microsoft Office Suite, and other technology tools to support interactions with peers and supervisor

Physical Requirements

• Constantly perform desk-based computer tasks, frequently sitting
• Occasionally stand/walk, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, use a telephone, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to 15 pounds
• Rarely twist/bend/stoop/squat, kneel/crawl

CERTIFICATES, LICENSES, REGISTRATIONS

None

LANGUAGE, MATH & REASONING SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This may include writing/typing, use of computer and paper files, answering phones, attending meetings with residents, family members and community agencies representatives, throughout the complex in their apartments, outdoor community areas and the community room.

Mobility: physically able to get around the apartment complex (some of which are quite large). In some cases, go into residents’ units. The home visits are more a requirement in senior/disabled housing but is important in family housing as well.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or Abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB DESCRIPTION REVISION

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

Eden Housing is an equal opportunity employer. Eden Housing does not discriminate based on race, color, religion, sex, disability, familiar status, national origin, or any other arbitrary basis.