Manager, Case Management (Tenancy Sustaining Services)

The Manager role provides oversight and supervision of intensive case management work focused on sustaining tenancy of residents and clients who experienced chronic homelessness or are at risk of experiencing homelessness. Services include assessment; implementing and monitoring Individual Service Plans and Housing Success Plans; care coordination with ECMs, VCBH and other agencies meant to meet each client’s specific needs related to housing, health, mental health, and income; crises intervention; and implementation of individual and communal programs that promote self-sufficiency by teaching life and other skills. The role may retain some escalated caseload.

The Manager is responsible for oversight of data quality and compliance with various reporting requirements (e.g. MCPs and VCBH’s contracting and regulatory requirements), and for maintenance of records and files. They oversee the administrative cycle of Community Supports (authorizations, claims, payments) for their direct reports. They coordinate and collaborate with property management to resolve escalated issues. As a leader in the Division, the Manager also assists with division-wide administrative tasks, data recording/reporting, and any special projects, as needed.

Requirements

Education and Experience

• Bachelor’s degree from a four-year college or university in social work, psychology, counseling, or related work (master’s degree preferred); or 4 years of experience in related field may be substituted for degree.
• Four years’ experience in mental and behavioral health, social services, social work, case management, and/or counseling;
• Minimum 2 years of supervisory experience

There must be demonstrated knowledge of case management and issues affecting homeless residents with disabilities (mental illness, developmental, etc.) Familiarity with best practices in homeless services, such as Housing First, Harm Reduction, Motivational Interviewing, Strengths-Based Case Management, and Trauma-Informed Care is preferred.

Experience managing programs funded by Medi-Cal, Managed Care Plans, or similar health and housing systems is preferred.

Leadership Skills

• Has a demonstrated ability to thrive and work well with others in a fast-paced and rapidly growing organization.
• Strong collaboration skills across various stakeholder groups, and the ability to develop and utilize tools and trainings to support team members with varying levels of proficiency in data systems.
• Must be self-motivated, creative, and able to set priorities.
• Must possess the ability to interpret data and/or instructions.
• Strong attention to detail and accuracy, the ability to organize multiple projects, meet deadlines, and problem solve.
• Project management skills and ability to manage many responsibilities and/or projects simultaneously.
• Must be flexible and adaptable in the face of changing priorities and fluctuating workloads.

Communication

Excellent communications skills, including but not limited to, the ability—

• To speak, write and read English fluently;
• To write reports and other correspondence clearly, meaningfully, and persuasively;
• To speak, listen, and respond effectively with and among staff, agencies, residents, and others; and
• To give presentations and speak effectively before groups and organizations.
• To engage with persons experiencing homelessness with empathy and non-judgmental attitude, utilizing culturally responsive approaches.
• An ability to converse in Spanish is preferred but not required

Computer Skills

Proficiency in computer and computer applications, including Microsoft Office programs (Word, Excel, PowerPoint, and Outlook), social media, data management programs, and the County of Ventura’s HMIS program.

Driving

Driving is required for this position. Therefore, the applicant must have the legal ability to drive a motor vehicle in California, proof of a valid California driver’s license, and adequate motor vehicle insurance.

Mathematical & Reasoning Skills

Excellent mathematical and reasoning skills. This includes, but is not limited to, the ability to perform basic mathematical skills, the ability to resolve practical problems and deal with a variety of concrete variables in situations where only limited information exists, and the ability to interpret data and/or instructions.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel objects, tools and/or controls, talk and hear. The employee is occasionally required to stand, walk, and reach using feet, legs, back, arms and hands. The employee must be able to lift and/or move up to 20-40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

Work Environment

Moderate to high stress work pace. Environment may have frequent interruptions, time constraints, and emotional distress. Noise level is low to moderate.

Environment includes working in close proximity to the home of residents who have been homeless and may be accustomed to street culture. May be exposed to profanity or language of a sexual nature and will need to be able to positively redirect residents and to model professional behavior.

Employees may be in contact with individuals and families in crisis who may be ill, using substances, and/or not be attentive to personal health and safety for themselves. Employees may experience a number of unpleasant sensory demands associated with a resident’s use of alcohol and drugs and the lack of personal care.

The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations.

Should be comfortable working in a pet friendly environment.

Corporate culture is friendly and goal oriented.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Other Skills and Abilities:

Ability to work overtime as needed.

• Maintain and executes confidential information according to HIPAA standard
• Obtain and maintain CPR/First Aid Certification

Essential Job Duties & Responsibilities:

1. Under the direction of the Director, manage day-to-day operations, assess, and improve a program which includes case management, service coordination and referrals, life skills education, care coordination with partner agencies, and compliance. Monitor caseloads, service quality, and outcomes.
2. Hire, train, and supervise a team of case managers, including overseeing compliance and documentation. Provide 1:1 weekly meetings and ongoing training and coaching to ensure staff have the tools and resources to succeed in delivering case management focused on sustaining tenancy. Foster a supportive, high performing team focused on client dignity and housing stability. Evaluate staff performance and provide professional development and mentorship to build professional capacity and prepare for leadership opportunities.
3. Assist with coordination of services with the staff from Ventura County Behavioral Health, ECMs, MCPs, HMIS Referral Agencies, and other partner agencies. Improve systems of communication and coordination and problem-solve with partner agencies, to provide effective wraparound support for residents.
4. Build and maintain strong relationships with property management staff to ensure optimal client-centered service and maintain professional and collegial relationships across divisions and partners. Participate in site-coordination meetings and implement appropriate workflows to communicate, coordinate, and problem-solve.
5. Provide oversight of data quality and compliance with various reporting requirements (e.g. MCPs and VCBH’s contract and regulatory requirements), and for maintenance of records and files. Oversee the administrative cycle of Community Supports (authorizations, claims, billing/payments) for direct reports.
6. Research new resources and partners, connect and support Case Managers in implementing new partnerships and programmatic components. Participate in training and maintain knowledge of best practices and new programs. Participate in planning of training sessions to share knowledge with staff.
7. Assist with providing learning opportunities for clients on topics such as financial literacy, strengthening families, independent living skills, wellness and recovery, conflict resolution and others as needed. Coordinate with Peer Support and Community Services Program Manager to enhance programmatic offerings that provide life enriching experiences and healthy social interactions.
8. Assist direct reports with high-need caseload. As needed, manage complex-needs caseload, including case management, resource referrals, data entry, and compliance.
9. Assist Director with general administration of the Division, retrieving data for reports, coordination with other departments/divisions, and special projects.
10. Other duties as assigned.