Position Summary

Permanent Supportive Housing (PSH) is housing with an indefinite length of stay paired with services to help chronically homeless individuals achieve housing stability. PSH is a housing intervention reserved for the most vulnerable individuals experiencing homelessness. All individuals who reside in Friendship Shelter’s PSH program have been referred to by the county’s Coordinated Entry System and have met the criteria for Chronic Homelessness at the time of enrollment. Friendship Shelter’s PSH program is aimed at providing these individuals with the support needed to maintain community-based housing. Our community-based housing exists in two forms; Scattered Sites and Designated Sites. Friendship Shelter’s Scattered Site units are comprised of individual units of housing (usually one-bedroom apartments) which are either privately owned or owned by a corporation (complex) and leased out. Additionally, Friendship Shelter has Designated Sites, which is a multi-unit building or complex, where all units are leased to participants of supportive housing.

The PSH Intensive Case Manager (ICM) will manage a varied caseload of participants, ranging from 15-20 participants. The main two goals of the PSH ICM are to support housing retention and increase independent living skills for participants. This is accomplished by scheduling regular home visits and building trusting relationships with participants, conducting assessments and creating housing stability plans that address risk factors for housing loss, providing targeted 1:1 support/assistance to accomplish the goals outlined in the housing stability plan, connecting the participant to community-based resources, consistently reviewing plans/progress and adjusting interventions and frequency of contact to meet the participant’s housing retention needs. Most of the work of PSH ICM will be community based, meaning it will occur in the participant’s home or neighborhood. Additionally, the ICM will provide community support services through the California Advancing and Innovating Medi-Cal (CalAIM) initiative, including Housing Stabilization and Enhanced Care Management.

In carrying out these responsibilities, the ICM is expected to reflect and advance Friendship Shelter’s core values by treating every client with dignity, respect, compassion, and empathy; building trusting and collaborative relationships; promoting equity and inclusion; maintaining professionalism and accountability; and approaching challenges with integrity and a solutions-focused mindset. The ICM will work collaboratively with clients, colleagues, healthcare providers, housing partners, and community-based organizations to ensure services are coordinated, responsive, and aligned with each client’s individual goals and needs.

Essential Job Duties and Responsibilities

· Conduct targeted support to PSH clients and facilitate program support through in-person meetings, mail, email, text, and phone communication.

· Provide ongoing services through regular in-person appointments, including assessments, care-plan development, service coordination, coaching, education, and referrals to community resources.

· Support client engagement by scheduling appointments, providing reminders, coordinating transportation, including driving clients to appointments, and addressing barriers to service engagement.

· Collaborate with the client's care team, including internal and external partners, to coordinate care, facilitate case conferencing, and make referrals.

· Maintain accurate and timely documentation, including case notes and client data, to ensure compliance with funding regulations and support Medi-Cal billing and project tracking.

· Foster positive relationships with staff, partner agencies, and community volunteers to enhance service delivery.

· Assist clients in maintaining housing, providing advocacy and support for housing-related tasks.

· Enter data into HMIS, CalOptima Connect and other required databases, ensuring all records are accurate and up to date.

· Use a team approach to resolve housing barriers and respond to client crises as needed.

· Represent the organization in county-wide meetings and other forums as required.

· Provide instruction and assistance to improve clients' independent living skills, including budgeting, household care, and personal care.

· Connect clients to resources that enhance housing stability, such as employment, income benefits, medical care, mental health services, and legal aid.

· Participate in team and agency staff meetings.

Supervisory Responsibilities 

Direct Reports

   - This position does not have supervisory responsibilities for direct reports

Indirect Reports 

-  This position does not have guidance or mentoring responsibilities for  indirect reports

Driving Requirements

- Driving is an essential duty or function of this job. 

- Drive up to 50%

Minimum Qualifications 

The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job.

· Case Management experience

· Experience working with individuals with severe and persistent mental illness, substance use disorder, or other disabling conditions.

· Must have a valid driver’s license and vehicle with valid registration and insurance.

· Desire to be a part of a team that is passionately committed to ending homelessness.

Skills, Knowledge and Abilities 

• Comfortable working in a Housing First, Trauma Informed, and Harm Reduction setting. 
• Ability to navigate the local Orange County social services arenas, such as Medi-Cal, CalOptima, food stamps/GR, ID services, social security and other social service or behavioral health providers. 
• Well organized, detail-oriented, and able to handle a fast-paced work environment. 
• Ability to understand and follow specific instructions and procedures. 
• Conflict management skills. 
• Decision-making skills. 
• Good interpersonal skills. 
• Ability to effectively communicate (verbal and written). 
• Basic computer skills, including Microsoft Word, PowerPoint, Excel, Teams, Outlook, and web browsers. 

Environmental & Physical Requirements 

Office / Field Non-Sedentary Requirements 

The employee must be able to perform the essential functions of the job. Work will be performed in shared spaces within the office environment and will involve interaction with clients out in the field. Typically requires the ability to spend 66%+ hours each workday doing the following activities: stand for extended periods of time, walk, bend, stoop, or climb. May require the ability to lift and/or push up to 25 pounds 33% - 66% of the time. Driving personal vehicle during work hours is required. 

Additional Information Regarding Friendship Shelter Job Duties and Job Descriptions 

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law. 

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, employees must always record all time worked for our company (which includes but is not limited to on-site work time at a shelter, office, or other work location; required waiting time; administrative time; and work-related travel time).