Lead Case Manager

$49,275 yearly
  • Glide Community Housing
  • Jul 15, 2020
Full time - Permanent Nonprofit-Social Services Case Manager / Social Work Family Services

Job Description


ABOUT GLIDE COMMUNITY HOUSING, INC: The Mission and program goal of Glide Community Housing, Inc. Support Services is to break the cycle of multigenerational dependency, poverty, and low self-worth by providing a safe and nurturing environment that offers services that foster an overall sense of well-being, improve quality of life and help individuals and families maintain stable housing. Our supportive housing complex serves single adults and families living in one of our three high rise apartment buildings located in the heart of San Francisco's Tenderloin neighborhood.


JOB DESCRIPTION Title: Lead Case Manager

Department: Glide Community Housing, Inc.

Reports To: Program Manager

FLSA Status: Non-exempt

Directly Leads: None




SUMMARY: The Lead Case Manager operates in a flexible, collaborative, resident-centered model responding to the daily and overall hopes and needs of the resident community. This person is responsible for working alongside individual residents, the resident community, and their teams of support to promote residents’ preferred relationships to housing retention and stability, as well as overall wellness. The Lead Case Manager will 1) have a defined group of residents to work alongside with, 2) provide leadership and support to other support services staff, interns and volunteers, as needed and as directed, 3) be a liaison with property management (and, as directed, contracting agencies) around resident-related concerns, 4) take administrative/managerial/clinical leadership on services team in absence of Program Manager and, in general, at site level for daily functioning, and, 5) work with the Program Manager and other team members around charting, auditing and reporting compliance needs. Regular and predictable attendance is essential.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties can be assigned, and the duties and responsibilities of the job are subject to change without notice.


Adhere to all laws and requirements regarding confidentiality, professional ethics, child and adult protective services, contractual agreements, etc.

 Conduct outreach and maintain high visibility in the resident community.

 Develop and lead, alongside the resident community, groups that create space for mutual knowledge sharing, celebration, and learning.

 Document resident contacts within the timeframe established. Ensure all resident contacts and notes describing work together are input into the Circe software system accurately and weekly.

 Provide support and training to other team members and interns/volunteers around notetaking, charting, and use of the Circe software system.

 Interpret and explain laws, regulations, and service programs to residents pertaining to housing, education, health, substance misuse, mental health related-activities, and other relevant activities.

 Help ensure team documentation is appropriately prepared for site audits and written reports.

 Manage petty cash and other administrative/managerial on-going tasks in absence of, and in collaboration with, Program Director, as directed.

 Facilitate or coordinate facilitation of team and site-level meetings with staff and residents in absence of Program Director and as directed;

 Provide advocacy and referral activities. Take leadership on in providing ongoing development of collaborations that enhance support of residents and resident community.

 Proactively engage residents in conversations, and linkages needed, to help them develop a preferred relationship to problems and to navigate challenges related to movement towards these intentions and hopes. Continue to help re-negotiate and re-define steps towards these hopes or preference to build in success, as defined by resident.

 Provide crisis intervention.

 Provide ongoing resource and service development alongside resident community to support residents having preferred relationship to problems and intentions.

 Meet professional obligations through efficient work habits such as: meeting deadlines, honoring schedules, attending and actively participating in staff and individual meetings and trainings.

 Attend off-site and agency meetings relevant to residents’ needs and/or for agency representation, including in place of the Program Director, as needed.

 Support tenant leadership on-site, including acting as a liaison between management and resident leaders and supporting their overall success.

 Meet professional obligations, also, through the following: not inquiring about difficulties before having first built a foundation of competence, connection and hope; actively eliciting residents’ wisdom that could contribute to resolving difficulties in their lives; not using objectifying language in any discussions without considering how residents might experience it or how it might shape our thinking about residents; actively thinking about the ways in which our own assumptions about race, gender, class, and sexual orientation affect our interactions with all residents; and routinely soliciting residents’ feedback about their preferences for the direction of our work together and the effects of our actions on them.





 Ability to deal with difficult interactions. Strong conflict resolution skills. Able to defuse potentially volatile situations with patience and tact.

 Ability to prioritize work and multi-task within specific timelines.

 Adheres to professional boundaries and standards. Understands and follows basic ethics, values and principles of social work practice, including those mentioned above.

 Demonstrated knowledge of and experience implementing effective therapeutic strategies with people struggling with complicated relationships to problems.

 Demonstrated knowledge of principles and techniques of co-assessment, collaborative helping strategies, counseling, and harm reduction practice.

 Excellent interpersonal skills. Ability to establish and maintain effective working relationships with those contacted in the course of work. Exercises sound judgment in interactions with others.

 Knowledge of resources which might benefit resident community and that residents can offer each other and staff to benefit others.

 Possesses understanding of residents’ community and the range of problems (including socio-political) and local knowledges that often join these problems.

 Works well under pressure and manages stress effectively in a demanding and fast paced environment.

 Demonstrates Cultural humility. Has the ability to work effectively across cultures. Demonstrates a commitment to staying curious, learning, communicating, and working respectfully with people different from themselves.

 Commitment to the mission, values and philosophy of Glide Community Housing, Inc.



 MA degree in Social Work/Psychology or related field and 2+ years’ case management experience or BA degree in Social Work/Psychology or related field and a minimum of 4 years’ case management experience working with socially and/or economically marginalized people with challenges negotiating their preferred relationship to multiple problems impacting their lives, or an equivalent combination of education and experience;

 Supervisory and/or program management experience desired;

 Extensive experience working in a community-based social service agency with adults, families, and/or seniors in relationship with homelessness and poverty and the problems that often come alongside these experiences;

 Experience working with people to co-develop and co-lead spaces of celebration, learning and exchange of knowledge.



MATHEMATICAL SKILLS: ▪ Basic mathematical skills.

COMPUTER SKILLS: ▪ Competent in the use of a computer, specifically MS Office Suite and ETO.


PHYSICAL REQUIREMENTS: The physical demands described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

 Vision corrected in normal range.

 Hearing corrected in normal range. Ability to communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking.

 Able to use equipment typically found in an office environment. Uses standard office equipment and inputs and retrieves information from a computer. Uses computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.

 Activities that occur frequently are sitting, standing, walking, and handling. Activities that occur infrequently are bending, crouching, kneeling, twisting, reaching straight above and below shoulder level, carrying and lifting up to 25 pounds.

 Ability to sit for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day. Ability to move quickly to address emergency or potentially dangerous situations. Ability to move about the building and the organization as needed.

 As this position requires periods of sitting and repetitive use of a telephone, computer and other office equipment, this person must take frequent short breaks and integrate stretching into her/his daily duties to avoid musculoskeletal disorders.

 Ability to use public and/or private modes of transportation. Duties are office based, but travel to various San Francisco venues is required, as is accompanying residents to off-site appointments.



The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

 Community based social service office environment that serves residents who can struggle with their relationships to anger and fear in ways that manifest as aggressive behavior.

 Noise level is moderate, and lighting is conducive to completion of work;

 Potential exposure to a range of pests and other occupational hazards related to working in a housing site in the Tenderloin.

 Glide Community Housing, Inc.’s buildings are in the Tenderloin, a high-crime neighborhood. Due to our surroundings, it is important to always be aware of what is going on around you while walking around the neighborhood.