Position: Case Manager IIProgram: Eddy Street ApartmentsLocation: Tenderloin, San FranciscoReports To: Deputy Director of Housing Support ServicesStatus: Non-Exempt, UnionSchedule: 9am-5pm, M-FWage: $30.44/hourCommunity Forward SF is a collection of vital programs that ensures our neighbors experiencinghomelessness have effective services designed for their unique needs. Whether one needshousing, medical shelter, a safe place to recover, or calm in the face of domestic violence – we carefor those most vulnerable in our community. We are not just one program. We are a network ofprograms designed to work together to meet every stage of need. We focus on thehardest-to-reach, most vulnerable people: Women, Medical Crisis, Substance Use Disorder, andOlder Adults. Our programs meet the needs of people, rather than demanding that people meetthe needs of our programs.JOB SUMMARY:Community Forward SF is hiring a Case Manager II. The Case Manager II primarily supportswomen living with HIV who participate in an approximately 18-month transitional housingprogram designed to support stability, health, and transition to permanent housing. The positionalso provides case management and housing stabilization support to permanent supportivehousing (PSH) residents at Eddy Street Apartments.The Case Manager partners with residents to identify strengths, needs, and self-defined goals andprovides person-centered support to promote health, housing stability, safety, andself-determination. Services include case management assessment and service planning,therapeutic engagement, housing stabilization and transition support, advocacy, benefitsassistance, care coordination, systems navigation, information and education, referrals, andconnection to community-based resources and providers.We are looking for an experienced Case Manager with strong behavioral health knowledge,excellent engagement and crisis de-escalation skills, and experience supporting adults withcomplex needs. The Case Manager builds collaborative relationships with residents, supportsresident-identified goals, helps residents navigate housing, health care, behavioral health, benefits,and other systems, and recognizes when additional behavioral health, medical, crisis, or otherspecialized support is needed.ESSENTIAL JOB FUNCTIONS: Establish and maintain a primary caseload of women living with HIV participating in thetransitional housing program and provide case management and housing stabilizationsupport to PSH residents as assigned. Build collaborative, trauma-informed relationships with residents using therapeuticengagement strategies that support trust, autonomy, self-determination, and progresstoward resident-identified goals. Conduct intakes and case management assessments to identify resident strengths, needs,priorities, resources, and self-identified goals, and orient new residents to their housingprogram, program expectations, available services, staff, and community resources. Meet regularly with residents to collaboratively develop, implement, and update IndividualService Plans (ISPs) based on case management assessment and centered onresident-identified goals, strengths, needs, individual timelines, and personal choices. Support transitional housing participants in identifying and working toward goals relatedto HIV and other health care, behavioral health, benefits, income, community connection,housing readiness, and transition to permanent housing. Support residents living with HIV in accessing and remaining engaged with HIV care andtreatment by identifying and addressing barriers such as transportation, scheduling,benefits, stigma, and systems navigation and by coordinating with outside providers asappropriate. Support PSH residents with housing retention and stabilization, including identifying andaddressing barriers that may affect successful tenancy and connecting residents withappropriate resources and services. Respond to crises with a calm, grounded presence; identify immediate safety concerns, useappropriate de-escalation strategies, follow established safety and crisis-responseprotocols, and engage supervisors, behavioral health providers, mobile crisis services,emergency services, or other appropriate resources when additional intervention isneeded. Recognize observable changes in behavior, functioning, or well-being that may indicateincreased behavioral health, substance use, medical, interpersonal violence, or othersafety concerns; respond within the Case Manager role, communicate concerns throughestablished channels, and support connection to appropriate services. Support residents in accessing and remaining connected to psychiatric, behavioral health,substance use, medical, and other health care services, including assistance with referrals,scheduling, transportation, communication with providers, and other barriers to care. Coordinate with outside health, behavioral health, housing, benefits, and other serviceproviders when appropriate and authorized by the resident, including facilitating warmhandoffs and supporting continuity of care. Maintain appropriate releases of information and protect resident privacy andconfidentiality, including heightened confidentiality requirements related to HIV and otherhealth information. Support residents in accessing and maintaining benefits, income, health insurance, housingresources, and other services that contribute to stability and resident-identified goals. Support transitional housing participants with housing referrals and preparation forpermanent housing, including obtaining and maintaining identification and other necessaryhousing documentation and coordinating transitions and warm handoffs to permanenthousing and ongoing services. Support PSH residents in maintaining stable tenancy, navigating housing-related systemsand requirements, and addressing concerns that may affect housing stability, within thescope of the Case Manager role. Plan, facilitate, or co-facilitate resident support groups, skill-building sessions, orcommunity activities consistent with the Case Manager role. Assist residents in identifying and developing external support networks and communityconnections. Write clear, objective, timely, and strength-based case notes and complete requireddocumentation in accordance with agency guidelines, contract requirements, andapplicable database standards. Maintain resident files and associated documentation with accuracy and appropriateprivacy protections. Participate in weekly clinical case management supervision focused on strengtheningtrauma-informed and therapeutic engagement, professional boundaries, and effective casemanagement responses to complex resident needs. Coordinate regularly with teammates, supervisors, outside providers, housing partners,and community-based services as appropriate. Maintain professional boundaries and follow established safety protocols while providingservices rooted in dignity, respect, choice, and trust. Practice self-awareness, appropriate professional boundaries, and proactivestress-management strategies while working in a dynamic residential environment. Participate in required trainings, team meetings, supervision, and other program activities. Perform other duties as assigned consistent with the general scope of the position.BACKGROUND & EXPERIENCE Bachelor’s degree or equivalent combination of education and relevant work experience. At least two years of case management experience supporting adults with complex needs,such as serious mental health conditions, co-occurring substance use, chronic healthconditions, HIV, and housing instability; experience in transitional housing, permanentsupportive housing, residential services, behavioral health, HIV services, or similar settingspreferred. Strong working knowledge of behavioral health, including common mental healthsymptoms, co-occurring substance use, overdose risk and prevention, and the waysbehavioral health needs may affect functioning, engagement, and housing stability. Demonstrated skill in trauma-informed and therapeutic engagement while maintainingappropriate professional boundaries and the scope of the Case Manager role. Demonstrated crisis-response and de-escalation skills, including the ability to identifyimmediate safety concerns, follow established protocols, and exercise sound judgmentabout when to involve supervisors, behavioral health providers, mobile crisis teams,emergency services, or other appropriate resources. Experience conducting case management assessments and collaboratively developingservice plans based on individual strengths, needs, priorities, and self-identified goals. Knowledge of HIV care and the practical, social, and systemic barriers that may affectconsistent engagement in care and treatment. Understanding of homelessness, trauma, DV/IPV, harm reduction, neurodiversity,cognitive impairment, LGBTQIA+ communities, and systems of oppression. Understanding of trauma-informed practice, person-centered support, and culturalhumility, including stigma-free, affirming support for women living with HIV and forcisgender and transgender women. Understanding of the role and boundaries of case management, including when residentneeds require connection to clinical, medical, crisis, or other specialized services. Knowledge of confidentiality requirements for health information, including HIV-relatedinformation. Experience coordinating effectively with healthcare, behavioral health, housing, benefits,and other community-based providers. Demonstrated ability to maintain a calm, grounded presence during high-stress situationsand practice compassionate conflict de-escalation. Effective written and verbal communication skills. Strong organizational, documentation, and time-management skills. Comfort with technology, including MS Office, Google Suite, and applicable city databasessuch as ONE. Knowledge of San Francisco and Bay Area resources. Ability to work both independently and collaboratively as part of a team. CPR and First Aid certification within 90 days of hire. TB clearance within 7 days of hire.PREFERRED QUALIFICATIONS Multicultural and/or multilingual. 40-hour Domestic Violence Advocate certification. Training in crisis intervention, de-escalation, suicide prevention or suicide-riskidentification, such as Mental Health First Aid or Nonviolent Crisis Intervention. Experience supporting women living with HIV. Experience working in transitional housing and/or permanent supportive housing. Lived experience with homelessness, recovery, or systems of oppression. Strong self-awareness, cultural humility, and commitment to reflective practice. Excellent organizational and administrative skills. Knowledge of San Francisco community resources and neighborhoods, including theCoordinated Entry system.PHYSICAL REQUIREMENTS: Active Milieu: Supportive housing environments are dynamic. Candidates should feelcomfortable navigating an active environment where unexpected resident interactions,varied noise levels, and changing day-to-day priorities occur. Physical Mobility: Ability to move through multi-story residential buildings (commonlyincluding stairs), walk between program locations, and accompany residents out in thecommunity. Standard Tasks: Ability to sit and use standard computer equipment (keyboard, visualdisplay terminal) for extended periods to complete documentation. Finger, hand, and wristagility. Ability to stand and walk as needed throughout the shift for extended periods of time. Ability to lift up to 25 lbs.Community Forward SF (CFSF) reserves the right to revise job descriptions or work hours as required. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. Essential job duties are intended to describe those functions that are primary to the performance of thisjob. Other job duties include those that are considered secondary to the overall purpose of this position. This position description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by the supervisor and management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability. All jobs are subject to contract funding availability. CFSF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until aconditional job offer is made to you. After making a conditional offer and running a background check, if CFSF is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstancessurrounding the conviction, provide mitigating evidence, or challengethe accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department
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