Support Service Manager

Tenderloin Housing Clinic; San Francisco (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Tenderloin Housing Clinic is seeking a dedicated individual to supervise and lead staff while providing critical case management services to diverse low-income populations in San Francisco. Responsibilities include direct supervision, developing innovative engagement strategies, and coordinating client services.

The ideal candidate will possess a BA/BS in Social Work, have at least 2 years of relevant experience, and demonstrate a strong understanding of local housing laws. A proactive self-starter, this individual will thrive in a dynamic, fast-paced environment.

Qualifications

• Minimum of 2 years of experience providing case management services to low-income clients.
• Minimum of 1 year of experience training supervising staff.
• Ability to read, understand, apply language, and make independent decisions based on policies.

Responsibilities

• Direct and supervise staff activities.
• Develop systems and procedures to improve operations.
• Review eviction cases and provide recommendations.

Skills

Proficient knowledge of Microsoft Office Suite

Demonstrated customer service skills

Conflict resolution experience

Analytical and critical thinking skills

Bilingual skills

Education

BA/BS degree in Social Work or related field required

MA/MS degree preferred

Tools

Microsoft Office Suite

Job description

Essential Functions

• Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff in accordance with THC policies and directives.
• Conduct regularly scheduled meetings, supervisions, and trainings to motivate staff for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
• Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold staff accountable for high levels of performance, team work, and quality customer service.
• Provide leadership, vision, and project direction that engender trust and respect.
• Participate in the leadership activities of the department’s management team and play a broad leadership role for the department.
• Set expectations for and oversee the quality of case management services provided to tenants, including innovative approaches to work with hard-to-engage tenants.
• Empower Case Managers through support and skill development to provide quality services to a high‑needs clientele.

Administration and Operations

• Work with the department leadership to develop systems and procedures that improve the operations and services of the department, that foster program development, and that support the achievement of program objectives and outcomes.
• Partner and coordinate within the department and with other THC departments to meet objectives and ensure comprehensive services.
• Attend, participate in, and facilitate all meetings, as requested.
• Review all pending eviction cases and provide recommendations on how to proceed.
• Work closely with Case Managers to develop intervention and engagement strategies to ensure high quality, supportive, caring interactions with tenants.
• Provide oversight to the development and coordination of client services and community events provided by the Support Services Department.
• Act as an advisor and decision‑maker for logistical matters and case questions.
• Support and facilitate a cooperative teamwork‑oriented relationship with Property Management and Housing Services staff.
• Monitor department compliance with contracts, including conducting regular file audits and monitoring client contact notes.
• Fulfill case management responsibilities when there are gaps in staffing.
• Monitor and approve financial expenditures for community events.

Essential Qualifications

• BA/BS degree in Social Work or related field required; MA/MS degree preferred.
• Minimum of 2 years of experience providing services, preferably case management services, to diverse, low‑income, homeless or formerly homeless population.
• Minimum of 1 year of experience training and supervising staff, or 2 years of experience providing case management services with demonstrated high levels of proficiency.
• Proficient knowledge of Microsoft Office Suite.
• Ability to produce and analyze reports, and write business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, employees, tenants, and the general public.
• Ability to read, understand, apply language, and make independent decisions based on policies, governmental regulations, technical procedures, and contracts.
• Demonstrated analytical, critical thinking, and problem‑solving skills.
• Conflict resolution experience.
• Demonstrated customer service skills.
• Proactive self‑starter with the ability to take initiative, develop action steps/goals, and follow through on action steps to goal completion.
• Ability to manage multiple projects with limited guidance in a fast‑paced environment and meet strict deadlines with excellent attention to detail.
• Knowledge of San Francisco landlord‑tenant law and terms of tenancy.
• Experience working with clients with mental health and substance use issues.
• Understanding of a Harm Reduction model.
• Ability to travel throughout San Francisco on a daily basis.
• Read, communicate orally, and write in English.
• Must pass all post‑contingency offer background checks, reference checks, and TB screening clearances.
• Experience working in non‑profit or public sector strongly preferred.
• Knowledge of San Francisco resources for homeless and formerly homeless adults strongly preferred.
• Bilingual skills preferred.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.