Senior Case Manager

Hope Solutions; Pleasant Hill (CA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Kaiser health insurance

Dental insurance

403b retirement plan

11 paid holidays, plus 3 floating

Vacation time 2-4 weeks

Life insurance

Employee Assistance Program

Job summary

Hope Solutions in Contra Costa County seeks a Senior Case Manager to provide home‑based case management and supportive mental health services for formerly chronically homeless families. You will develop family service plans and connect clients to community resources to sustain stable housing.

You will train and support staff, manage data in HMIS/Apricot, prepare reports for program outcomes, and ensure compliance with HIPAA and agency policies while collaborating with partners across multiple

Qualifications

• Strong written and verbal communication skills required.
• Bi-lingual in English/Spanish preferred.
• Working knowledge of office software and data systems.

Responsibilities

• Participate in onboarding staff, trainings, and SOPs.
• Support client intakes, documentation, and referrals.
• Generate, customize HMIS/Apricot reports to monitor outcomes.
• Provide staff guidance, attend external meetings, and coordinate with partners.
• Maintain confidentiality and comply with HIPAA and agency policies.
• Support housing stability through linkage to services and resources.

Skills

Communication skills

Bilingual English/Spanish (preferred)

MS Office proficiency

Education

BA in Social Work or related field

Tools

HMIS/Apricot

Job description

Senior Case Manager

ABOUT US

Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is a vibrant and socially responsive non‑profit agency that provides permanent housing and vital support services to over 2,000 homeless or at‑risk families and individuals in Contra Costa County. Over 40 faith‑based communities support our work, although there are no religious requirements or affiliations to receive services.

Are you seeking a new role that fully utilizes your talents and potential—while helping to make the world a better place? If so, please read on!

What are you passionate about?

At Hope Solutions— we envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility.

Hope Solution's mission is to heal the effects of poverty and homelessness by providing permanent housing and vital support services to highly vulnerable families and individuals.

Could our mission be your mission?

Learn more about us @ hopesolutions.org

TEAM SNAPSHOT

We're adding to our team of passionate folks—who are on a mission to help make the lives of others better—through services and support that lead to a higher quality of life for our clients.

Here's a snapshot of some of the folks at Hope Solutions who help advance our vision to achieve—secure housing and the dignity of self‑sufficiency for the homeless and at‑risk families and individuals in Contra Costa County.

A FEW OF US...

Deanne—Chief Executive Officer— Resides with her husband and three children. Enjoys hiking, camping, reading, cooking, and cheering at her kids' games.

Alex—Chief Operating Officer— Lives with his wife, son, and dog (and loves when the grandkids visit!). MSW and macro social worker who enjoys reading, baseball (Go Giants!), cooking, hiking, jazz, and family time.

Christina—Chief Financial Officer— Resides with her husband, son, two daughters, and their dog. MPA, Non‑Profit Graduate Certificate, and 20+ years in finance; enjoys traveling and family time.

Beth—Director of Clinical and Support Services— Resides with her sister and son. Licensed psychologist with 30+ years working with children and families; enjoys singing, cooking, gardening, and traveling.

Bill—Vice President of Programs— Resides with his partner. Licensed Marriage and Family Therapist with 25+ years’ experience working with underserved populations, specialized training in somatic psychotherapy and end‑of‑life care; enjoys reading, gardening, and meditation.

Cayla—Director of Evaluation & Learning — Resides with her husband and children. MBA in Business Analytics that thrives on spreadsheet analysis, dashboard creation, and reading.

Debbie—Director of Development & External Relations— Resides with her husband, two teenagers, and a rescue mutt. Leads external relations and development with 20+ years in marketing and communications.

Dominick—Director of Re‑Entry Housing & Services— A fourth‑generation San Francisco native and father of four, holds a B.S. in Criminal Justice and an M.A. in Leadership. In his free time, he enjoys music, travel, nature, cooking, and quarterly wine trips.

Jennifer—Vice President of Strategy & Development— A California native, she spends her time with her loved ones hiking and exploring the region's coffee shops, farmer's markets, and festivals. She likes reading adventure novels and leadership books, as well as playing new board games and video games, and loves a good conversation.

Kristina—Director of Human Resources— With over 20 years of experience in HR, leadership, people management, and operations, she holds a Bachelor of Business Administration and is a SHRM‑SCP certified professional. A Bay Area native and proud foodie, she lives with her child and enjoys spending time with her family, cycling, hiking, and keeping life light with laughter and fun.

Mashal—Director of Housing & Support Services— Resides in the Bay Area. Daughter of Afghan refugees; enjoys weekends with her son, concerts, reading, and Sonoma Coast drives; former Program Manager for housing and care for chronically homeless adults with AIDS/HIV; co‑chair for Hope Solutions' CARE Committee and board member.

Rena—Director of Finance— Born and raised in Contra Costa County – California CPA with a dual degree in Accounting and Sociology from the University of Notre Dame (Go Irish!). Enjoys cooking, hosting dinner parties and hiking with her husband and two daughters.

Tanya—Director of Rapid Re‑Housing & Navigation— Resides with her husband, daughter, and two sons. Master's in Counseling Psychology with 15+ years serving underserved populations; enjoys music, comedy, movies, exercising, and basketball.

WHO WE ARE LOOKING FOR:

The Families in Supportive Housing Program (FISH) Senior Case Manager provides home‑based case management and supportive mental health services for formerly chronically homeless families with special needs who are housed throughout Contra Costa County. Working collaboratively with the FISH Team and Property Management, the Senior Case Manager provides psychosocial, life skills, and financial assessments to develop and supports the implementation of family service plans and facilitates linkage to community and mainstream resources that allow consumers to remain stably housed and achieve the greatest level of self‑sufficiency possible.

Supervisory Responsibility: None

WHAT WILL YOU DO:

The Senior Case Manager may assist the Program Manager with any or all of the following (and is expected to handle at least one bullet per subsection).

Onboarding:

• Participating in the hiring process.
• Training staff on team‑specific Standards of Practice (SOPs), documentation, and paperwork.
• Supporting staff in using HMIS/Apricot for data entry, note‑taking, and referral tracking.
• Providing shadowing opportunities for home visits and fieldwork, and exposing new staff to assessments, intakes, resource connections, follow‑ups, exits, and landlord interactions.

Client Intakes and Assessments:

• Training and assisting staff (both new hires and those needing guidance) with program‑specific paperwork, contract liaison forms, and filing/documentation processes.
• Maintaining relationships with contract liaisons and referral sources. Act as the point of contact in the manager's absence and participate in contract liaison meetings.

Data and Reporting:

• Reviewing, generating, & customizing reports in HMIS/Apricot to support your/your team’s work.
• Monitoring program outcomes using dashboards and reports, addressing key data points such as exits, income changes, and flagged items.
• Managing and tracking subsidy requests by preparing and submitting them to the manager and collaborating on data reviews.
• Participating in quarterly data and finance meetings to align on reporting and outcomes.

Managerial Support and External Representation:

• Providing ongoing support to staff, offering guidance and feedback as needed, in small groups and/or teams meetings.
• Serving as the point of contact when the manager is unavailable, ensuring communication with the director and updating the manager upon their return.
• Attending community and external meetings on behalf of Hope Solutions, creating agendas, hosting discussions, and taking detailed notes.

WHAT WILL YOU DO:

Client Support:

• Maintain awareness of culturally diverse consumer populations and perform duties with attention to cultural needs.
• Maintain contact with all consumers in the caseload and provide home visits according to an identified level of need.
• Perform comprehensive psychosocial, life skills, and financial assessments.
• Working collaboratively with consumers, developing and monitoring progress on individual or family service plans, encouraging independent action, and/or providing aid as appropriate.
• Provide Case Management support, including but not limited to assistance with budgeting, accessing needed benefits and services, accompanying consumers to mental health/medical appointments, and supporting overall housing stability.
• Assure the provision of supportive mental health interventions as needed, including mental health crisis management.
• Provide linkage for medical, mental health, addiction/recovery, financial, legal, and other community services as needed, and coordinate with all persons/agencies involved in a consumer’s service plan for the duration of service delivery.
• On an as‑needed basis, assist consumers to locate units with landlords/property managers willing to accept voucher payments and/or negotiate housing issues with existing landlords/property managers, supporting consumers to have quality, habitable homes.
• With consumer permission, collaborate closely with all providers involved in supporting them to overcome issues that may place them at risk for eviction, including but not limited to behavioral issues, mental health problems, or physical limitations that affect their ability to abide by lease agreements/rules of residency.
• Assist with consumer certification/verification paperwork as needed.

Cultural Responsiveness:

• Awareness of and aptitude to understand, respect, and adapt to cultural and identity‑based differences within group environments appropriately and effectively.
• Knowledge of and commitment to concepts and issues tied to social justice and housing justice.
• Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility, authenticity, backgrounds, and goals.
• Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.

Organizational/Administrative Responsibilities:

• Professionally represent Hope Solutions in all circumstances.
• Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers’ behalf, and assuring consumer safety.
• Comply with all local, state, and federal regulations and Hope Solutions policies and procedures.
• Complete required administrative paperwork and reports in a timely and accurate manner.
• Attend all required meetings, including but not limited to Hope Solutions staff meetings, team meetings, consumer case conferences, and linkage meetings with other agencies.
• Complete required personnel‑related paperwork and complete expenditure reports for food supplies, petty cash expenses, and/or mileage in a timely and accurate manner.
• Document all services provided in a timely manner.
• Assist with data generation for reports and funding applications as needed.
• Perform other duties and responsibilities as assigned.
• On‑call, after‑hours, and backup work may be required.

Work LocationClassification:

• Mobile: Work is performed across multiple locations and in the field rather than at a single fixed site. Staff travel as needed to meet with clients, partners, and operational needs. This classification applies to all Program Direct Service staff.
• Work from home must be approved in advance by the Program Director or Manager. Written approval (email) isrequired.
• All new program employees are expected to work on‑site for the first 90 calendar days. Any exception requires approval from the Program Director or Manager.
• Program staff are expected to structure the workday with approximately six hours face‑face work and approximately two hours of administration/documentation time (this time can be averaged during a given week or month, depending on client and program need and with approval of the supervisor).
• Client‑facing work may occur on‑site or in the field, depending on the role and program needs, and may include appointments, sessions, engagements, support services, client‑present coordination of community resources/services, and other direct service activities.
• This expectation may flex to accommodate operational needs, client availability, safety concerns, or urgent program priorities while still meeting performance expectations.
• When requesting to work from home, the employee must make the request to their direct supervisor in advance. The request must include the requested date/hours, business reasons, and a work plan for the day. For urgent same‑day situations, the employee must notify leadership as early as possible and follow directions regarding work‑from‑home approval, schedule adjustment, or use of leave time.
• When approved to work from home, employees must maintain confidentiality, work from a professional/private environment, complete assigned tasks and documentation on time, and track time accurately.

Position Qualifications:

• Knowledge of and belief in “Housing First” philosophy and strategies.
• Passion for and demonstrated experience successfully supporting vulnerable populations, especially homeless clients with mental disabilities.
• BA degree in social work or related field; equivalent experience will be considered.
• Minimum of two years’ experience in the human service field, preferably with housing retention barriers such as substance abuse, mental health, and/or income challenges.
• Bi‑lingual in English/Spanish preferred.
• Outstanding written and verbal communication skills.
• Computer proficiency in the use of Microsoft and database applications.
• Must have an operational vehicle, auto insurance, valid California driver’s license, and be willing to drive for work.
• Must pass LiveScan screening and TB test.
• Salary contingent upon skill and experience.

Physical Qualifications:

• The person in this position may make home visits to consumers who live on second or third‑floor apartments (without elevators) and will need to be able to climb stairs.
• May accompany consumers on walks to local resources (grocery store, childcare, parks) up to ½ mile in distance.
• Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails.
• Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing.
• Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files, holiday gifts, and food donations.
• Ability to drive an automobile and transport oneself and consumers to appointments or meet at consumer homes, including driving at night.

Compensation & Benefits:

• Flexible, dynamic work environment.
• 100% premium paid for employee Kaiser health and dental care.
• Matched 403b retirement savings.
• 11 paid holidays, plus 3 floating holidays.
• Ability to accrue 2-4 weeks' vacation depending on tenure.
• Life insurance and Employee Assistance Program.

We are an equal‑opportunity employer. If you're a good fit, we want to meet you!

* Please be advised that we are unable to provide sponsorship for this position. The nature of the work at Hope Solutions does not qualify us to support sponsorship. Only candidates authorized to work in the USA without the need for sponsorship will be considered.