Pathways of Hope
Job Title: Case Manager/Housing Service Navigator
Reports to: Senior Director of Programs
Education requirement: Bachelor’s Degree Human Services, Social Work, Psychology or a similar major
Experience Required: Minimum 1 year of full-time related work experience
Bilingual English/Spanish is Required
Position is: Non-Exempt, Hourly, Full Time, 40 hours a week
The Opportunity:
Through multiple housing models (Emergency Shelter, Permanent Supportive Housing, Prevention and Diversion) the Pathways of Hope Housing team assists homeless families and individuals reduce housing barriers, work toward greater economic opportunity and independence, and strengthen community social service linkages necessary for the client(s) to end their homelessness and obtain safe, sustainable, permanent housing.
This position works exclusively on our Emergency Shelter programming and requires a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position is 90% on-site at our Anaheim emergency shelter and 10% at our program office in Fullerton.
This position will transition to a Housing Service Navigator position in July 2025 and will work exclusively on our on-site Permanent Housing programming utilizing CalAIM programming and will require a flexible work schedule including some weekend, morning and evening shifts, as well as reliable transportation to attend community appointments. This position will be 50% on-site at our two Permanent Housing locations and 50% at our program office.
The Agency:
Since 1975, Pathways of Hope has been working to end the dual plights of homelessness and hunger in North Orange County. We have multiple housing sites and programming models that intersect at working to end homelessness and hunger across the greater North Orange County area. Our team is dynamic, forward-thinking, and works closely with stakeholders and partners in the community to achieve our mission and vision.
The Candidate:
All Pathways of Hope employees must embrace a culture of teamwork, collective success and support in assisting the agency in achieving its mission and vision with a strong focus on the Pathways of Hope Standards. The ideal candidate will possess a strong work ethic, a track record of successful problem-solving, the ability to work independently, and an understanding of homelessness in Orange County. The ideal candidate understands that Case Management and Services Navigation are collaborative efforts with residents.
Salary Range and Benefits:
The salary range for this position is $24.00-$26.00 DOE. Benefits available include Health, Dental and Vision insurance, paid vacation, paid sick leave, a generous paid holidays schedule and a 403(b) retirement plan enrollment option. As part of its cultural values, Pathways of Hope respects and values work/life balance.
Job Summary:
In collaboration with the Resident Manager, Senior Director of Program, Community Programs Manager and the Program Team, the Emergency Shelter Case Manager will work to connect families to permanent housing opportunities. Using a variety of techniques, the Shelter Case Manager will assist clients in focusing their efforts on acquiring and retaining permanent housing. The Shelter Case Manager will spend the majority of their time meeting with clients to discuss progress towards housing goals, providing referrals to housing opportunities and ancillary services, assisting in the completion of necessary paperwork for housing applications, acquiring the documents that show eligibility for housing opportunities, documenting and reporting these efforts and overseeing the day-to-day operation of the emergency shelter.
In collaboration with the Resident Manager, Senior Director of Program, Community Programs Manager and the Program Team, the Housing Service Navigator will work to connect families and individuals in our Permanent Housing locations to additional housing and wrap-around opportunities utilizing CalAIM programming and funding. Using a variety of techniques, the Housing Service Navigator will assist clients in focusing their efforts on retaining permanent housing and their overall well-being. The Housing Service Navigator may also carry a caseload of external clients who will be referred through CalAIM’s CalOptima Connect portal and will work with those clients on Housing related services, including housing navigation, assistance with move-in costs, and housing sustainability once housed. The Housing Service Navigator will spend half of their time meeting with clients to discuss progress towards housing sustainability goals, providing referrals to additional services as needed, assisting in the completion of necessary paperwork for services, documenting and reporting these efforts and overseeing the day-to-day operation of the Permanent Housing sites. Additionally, the Housing Service Navigator will spend the other half of their time meeting with clients to discuss progress towards housing goals, providing housing leads and referrals, providing housing opportunities and ancillary services, assisting in the completion of necessary paperwork for housing applications, acquiring the documents that show eligibility for housing opportunities, and documenting and reporting these efforts within the CalOptima Connect portal.
This position will report directly to the Senior Director of Programs and will be a part of the Program Department at Pathways of Hope.
Essential Duties and Responsibilities:
Emergency Shelter Case Manager
1. Works with and accepts intake referrals and appointments from FSC and/or Senior Director of Programs
2. Completes all necessary intake paperwork (internal, HMIS, CalAIM), collects all clients identifying documentation and provides an initial program orientation
a. Gives overview of emergency shelter program expectations with clients and provides a copy of the client handbook for client records
b. Provides overview of case management services, including a review of the Housing Stabilization Plan with outlined goals and objectives to reduce housing barriers and locate permanent housing as quickly as possible within 30 days of client enrollment, an overview of case management meeting expectations and an overview of supportive services that are offered during their program stay
3. Develops an individual case management plan, including financial planning and housing goals collaboratively with each client
4. Works to assist clients in becoming “document ready” by accumulating the documents required to be eligible for a variety of housing assistance programs, including PSH, HCV and other voucher/permanent housing programs
5. Inputs client data in the Homeless Management Information System (HMIS) and other data management systems accurately and in a timely manner, within 72 hours of a service being provided
6. Maintains a minimum of 10 cases at a time, as assigned
7. Using the progressive engagement approach, works with clients to track progress toward goals in detailed case files with charts, progress notes, and outcome evaluation. A minimum once a week meeting with the clients is expected
8. Conducts needs assessment, makes appropriate community referrals and provides support to connect to ancillary services
9. Helps client with all housing needs including searching for housing leads, providing landlords insight on services/programs and landlord mediation
10. Assist clients with employment, transportation, childcare and counseling related needs or concerns by connecting them to appropriate community resources and referrals
11. Ensures client compliance of program policies and expectations and provides warnings in verbal and written form, as necessary
12. Keeps detailed case files including information about clients, program expectations and client progress notes and documentation
13. Conducts unit inspections once a week and completes the unit inspection checklist/prepares units for client move-ins/move-outs as necessary
14. Develops and maintains a list of potential housing opportunities for clients with support from other staff
15. Collaborates and communicates with other service providers, community partners, resident manager and other agency staff and landlords/property managers as it relates to individual work or client needs
16. Helps with conducting a yearly follow-up with former clients to gain feedback and housing status
17. Completes internal reports as assigned in a timely manner on a monthly basis
a. Completes specific grant-related reports/documentation on a monthly basis
b. Completes client success stories on a monthly basis
18. Ensures the confidentiality and safety of case files and client information
19. Maintains an understanding of Fair Housing Laws and keeps current on legal issues and regulations
20. Attends monthly Case Manager Brown Bag meetings and other community meetings/trainings as assigned
21. Assists in communication and coordination of volunteer groups on site as assigned
22. Performs other duties as assigned
Housing Service Navigator
1. Works directly with permanent housing residents to assist with CalOptima eligibility for healthcare and CalAIM services through Community Supports
2. Receives external and internal(self) referrals from CalOptima Health and/or other case managers or service navigators for members/participants needing CalAIM Community Supports assistance
3. Creates service referrals in CalOptima’s ‘CalOptima Connect’ database system and requests authorization(s) for Community Support(s)
4. Completes intake with participants and permanent housing residents for CalAIM Community Support program(s)
5. Provides Housing Navigation and Tenancy support for all eligible and authorized participants and permanent housing residents through CalAIM and completes ongoing activities in ‘CalOptima Connect’ database, ongoing
6. Assesses housing barriers of families and individuals experiencing homelessness or those at risk to determine housing and service needs
7. Helps complete all necessary documentation related to housing needs, including lease agreement, and spends time identifying housing leads and opportunities that match the participant needs, as needed
8. Apply knowledge of residential lease contracts to educate participants and permanent housing residents about their rights and responsibilities
9. In collaboration with the participants, helps locate and secure housing, as needed
10. Provide participants with tenant screenings, financial literacy, and tools for successful housing placement
11. Applies knowledge of relationship building to maintain landlord relations
12. Provides landlord mediation on behalf of the participant as needed
13. Serves as an ongoing liaison between property managers and participants/permanent housing residents.
14. Provides direct participant/permanent housing resident support through ongoing case management
15. Keeps appropriate records and complete all forms in a confidential and professional manner
16. Provides diversion efforts to support linking participant(s) to natural support systems, as necessary
17. Inputs participants into Homeless Management Information System (HMIS), CalOptima Connect, and other databases accurately and in a timely manner, as needed
18. Enrolls participants into the Coordinated Entry System and refers to appropriate community queues, as needed
19. Collects participant documents and determines eligibility for financial assistance, as necessary
20. Connects participants/permanent housing residents to financial support including, but not limited to, security deposits and application fees, motel vouchers, food/basic needs, transportation (bus passes, gas cards), medical linkage, car repairs, miscellaneous fees, etc.
21. Tracks and manages program activities, participant data, and statistics
22. Keeps accurate records of program activities and assists in the completion of reports
23. Creates schedules and regularly meets with participants and permanent housing residents; tracking progress toward goals in detailed case files with charts, progress notes, and outcome evaluation
24. Implements a trauma-informed, strengths based, and harm reduction plan to overcome barriers to obtain and retain housing while working with participants
25. Makes appropriate referrals to the participant/permanent housing residents needs/provide information and referrals for ancillary services
26. Maintains relationships with existing partners and cultivates partnerships with additional community organizations
27. Represents Pathways of Hope at community meetings and presentations, as needed
28. Completes internal reports as assigned in a timely manner on a monthly basis
a. Completes specific grant-related reports/documentation on a monthly basis
b. Completes client success stories on a monthly basis
29. Other duties as assigned
Contacts and Relationships:
Position reports to the Senior Director of Programs. Interacts with Facilities team, Case Managers, Service Navigators, Landlords/Property Managers, other Programs Managers as well as agency partners and community resources.
Qualification Guidelines:
Knowledge of:
· Housing Program Models and best practices
· Trauma-Informed and Housing First Methods
· Harm Reduction Strategies
· Motivational Interviewing
· Other various counseling methods and conflict resolution techniques founded in strengths-based approach
· HUD definition of homelessness, Chronic homelessness, Prevention and Diversion
· CalOptima Heath and CalAIM Community Supports
· Proficiency in Microsoft Word, Excel, and Outlook
· Hunger and homelessness issues affecting Orange County community is preferred
Skills and Abilities:
· Respond to crisis with the ability to deescalate the situation
· Maintain confidentiality regarding participant information
· Work with people from diverse economic and socio-cultural backgrounds
· Excellent boundary-setting skills
· Excellent interpersonal and rapport building skills
· Professional communication skills (verbal and written) and intermediate computer skills
· Interpret, apply, and explain policies and procedures
· Represent the program and agency in a positive manner within the community
· Be punctual, organized, and willing to take initiative
· Work independently with little or no direction
· Problem-solve (identify issues and look for solutions/proactively seek to improve processes)
· Prioritize and multi-task in a fast-paced environment
· Exceptional organizational, planning, and coordination skills
· Establish and maintain effective working relationships with co-workers, volunteers, and other partners
Other Requirements Include:
· Bilingual English/Spanish is required
· Reliable transportation and a valid California Driver License and State-mandated Auto Insurance is required
· Knowledge of the Orange County area is helpful
· Knowledge of Continuum of Care and Coordinated Entry System is preferred
· Knowledge of Database Management, specifically HMIS is preferred
· Knowledge of CalOptima Health and CalAIM Community Supports is preferred
Physical Job Requirements:
· Lifts up to 30 pounds
· Exposed to typical office environment conditions and noise levels
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
Pathways of Hope reserves the right to modify, supplement, rescind or revise all job descriptions to meet the overall needs of the organization.
Pathways of Hope is an equal opportunity employer.
Job Type: Full-time
Pay: $24.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 403(b)
- Dental insurance
- Health insurance
- Mileage reimbursement
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
Experience:
- Case management: 1 year (Preferred)
Ability to Commute:
Ability to Relocate:
- Anaheim, CA: Relocate before starting work (Required)
Work Location: In person