This position provides leadership and support to a team of housing case managers as well as direct delivery of homelessness prevention and housing stabilization services to tenants who were formerly homeless. The position will carry a partial caseload of program participants, which includes responsibilities such as establishing relationships with community service providers; providing information and referral assistance to tenants; intervening in tenant crises; providing eviction prevention services; coordinating activities that develop community and facilitating occupational opportunities for tenants. Approximately 1/3 of the position will support team development and mentorship of Housing Case Managers.

The Lead Housing Case Manager maintains service delivery based on the values inherent in Plymouth’s mission; the principles of cultural proficiency; the tenets of harm reduction; and the ‘housing first’ philosophy.

ESSENTIAL JOB FUNCTIONS

(Responsibilities, accountabilities, and competencies; may not include all duties of this job.)

Program Leadership and Support

• Meets regularly with a building-based team of 3-4 Housing Case Managers to provide mentorship and coaching to support professional development and quality tenant services, including coaching on case management techniques, access to resources and establishing positive tenant relationships.
• Coordinate with on-site community partners, such as outreach, health or behavioral health partners for collaborative tenant services.
• Assist with coordinating team meetings across the portfolio as needed.
• Ensures continuity of function and service in the event of an HCM team-member absence.

Supportive Services

• Conduct outreach to complete housing applications, program agreements, and assessments, and to provide housing orientation. Conduct ‘in-reach’ into King County Jail for some applicants.
• In collaboration with each new tenant, develop a Housing Service Plan, which outlines goals that address transition needs and long-term housing stability needs of the tenant in his/her new residence Monitor, review and update the Housing Service Plan with the tenant on a scheduled basis tailoring the plan to the tenant’s identified needs.
• Support tenants in meeting identified needs by helping with medical, dental, mental health, financial, legal or other referrals or appointments.  Assist tenants in arranging transportation, or transport tenants in Plymouth vehicle or rented vehicle to appointments; and accompany tenants to appointments as appropriate.
• Advocate for tenant access to community resources and services; consult and collaborate with community providers to ensure continuity of care.
• Assist tenants in securing basic household needs though Plymouth’s Essential Needs Bank supply, the Client Assistance Fund, and other outside resources.
• Assist tenants in moving into and/or out of their Plymouth housing as needed, following Plymouth policy and procedures.
• Develop and maintain thorough knowledge of eligibility and benefits of public and private financial assistance, housing resources and health care coverage programs.
• Use approved de-escalation techniques provided by Plymouth training in responding to angry or upset tenants, applicants, and guests.

Community Building

• Assist tenants in building peer support networks during and following transition from homelessness to their new Plymouth community.
• In collaboration with tenants, organize, promote and participate in activities within the building(s) that foster community, good tenant to tenant relationships, and overall building stability. Drive agency van as required for activities.
• Participate actively in Social Services Department’s role in planning, organizing and coordinating seasonal holiday events (e.g., Plymouth Summer Picnic; Thanksgiving; winter holidays).
• Provide support, guidance and oversight to volunteers / interns involved in tenant-related projects or activities.

Collaborative

• Work collaboratively with all Plymouth departments to uphold the agency mission.
• Provide Resource Development Department with information and assistance as needed for promotional materials.
• Participate in regular meetings between social services and building management team members to collaboratively increase stability and retention of tenants.
• Provide back-up to other Social Services staff in other buildings as needed.
• Demonstrate leadership and effective team skills in attending to and accomplishing Social Services team tasks and goals.
• Maintain working knowledge of community organizations, and social service agencies and resources, ensuring that tenants use community resources to the greatest extent possible.
• Develop and maintain positive working relationships with community services focused on homeless adults including medical, social service and housing providers in Seattle/King County.
• Participate in Plymouth committees and workgroups as appropriate.
• This position works collaboratively with Property Management within the building and may include front desk coverage on a regular or intermittent basis.

Qualitative

• Work to the standard and requirements of the service program agreements, including program goals relating to residential stability; eviction prevention; enhanced income/skills and self-determination.
• Promote a trusting tenant/staff relationship wherein tenants are encouraged to provide honest feedback regarding the service.

Administrative

• Attend an initial orientation and subsequent training sessions throughout employment.
• Manage time and prioritize duties in order to provide necessary services to tenants.
• Maintain all database records in an accurate and timely manner including, by not limited to daily activities, progress notes, changes in tenant status, etc.
• Complete other records and reports appropriate to the position as directed by the Social Services Program Manager.
• Assist and support tenants with annual Tenant Satisfaction Survey process.
• Attend and participate in scheduled supervision and team meetings to discuss tenant issues and general program issues and goals.  Attends other meetings and in-service trainings as requested.
• Follow program and agency policies and procedures.  Provide input to program policies, procedures and goals, as requested.  Read materials as requested.
• Record and maintain financial documentation as required for Plymouth credit card purchases on Tenant behalf.

Other

• The position is generally assigned to an individual Plymouth building, but may be reassigned on a short- or long-term basis, based on business/service needs.
• Fulfill other duties as directed by the Social Services Program Manager or the Director of Supportive Housing Services.