Journey Home Case Manager (Full-Time)

About Glide

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization

Position Summary

Journey Home Case Managers spearhead mobile and on-premises client outreach, intake, assessment, and low-threshold to intensive case management: develop and manage individualized care plans, coordinate resources and wrap-around services, transport clients to appointments, connect clients with shelter and housing, facilitate health, mental health, and substance use disorder treatment, arrange travel and transportation, and help clients reunite with family, support networks, and careers for long-term well-being and housing stabilization. In this role, you will create, develop, and steward a caseload of approximately 20-25 clients at various stages of their journey toward housing stabilization and help approximately 3-5 people per month progress from homelessness toward housing stability.

Journey home case managers are assigned a regular shift (such as AM, PM or Graveyard). You must be flexible and available to work outside of their regular shift when assigned. And must be available to work special events or serve as emergency workers when required by community need. Shifts may be reassigned or rotated (within the parameters of the CBA) as the business needs of the operations change.

Schedule: Tuesday - Saturday, 10:30 pm - 7:30 am | 40 hours/week

• Must be able to conduct oneself in a professional manner, model emotional intelligence and self-regulation.
• Consistent attendance and on-time arrival (for all assigned shifts) are crucial.
• Must successfully complete the California Peer-to-Peer Support Specialist certification within 60 days upon hire.

• Outreach, educate, and connect people experiencing or at risk of homelessness to shelter, housing, and coordinated care wrap-around services to support housing stability.
• Document and maintain complete case files on 20-25 active clients including updated intakes, assessments, case management notes, appointment and attendances logs, engagements, referrals, connections, and other required data captured in a timely and accurate manner as directed. Submit daily, weekly, and monthly activity and data reports that capture contract deliverables in required database systems on or before the due date.
• Transport clients to and from appointments; arrange travel and ensure that all resources provided to clients are tracked, managed, and distributed according to best practices for eliminating theft, fraud, misuse, and abuse; adhere to the highest ethical standards when managing both our clients and all of the wrap-around resources provided to support our clients.
• Adhere to standard professional boundaries, understand and follow basic ethics and values of case management, and understand and adhere to HIPAA protocols, approved public speaking guidelines, and other SOPs meant to ensure a consistent and accurate portrayal of program services.
• Build and maintain positive rapport with all clients to maintain a productive and active caseload; ensure steady client progression withing coordinated care framework. Consistently conduct outreach and connect clients to the full range of Glide services across all life domains, as well as relevant external resources to achieve stability.
• Develop and prepare outreach and educational materials targeted to engage the broader community. Assist the leadership team in coordinating special events that promote Journey Home efforts as well as the full array of GLIDE services.
• Support, complement, and integrate with the full range of GLIDE’s neighborhood engagement and street crisis response programs, including but not limited to welcome center, community safety, community ambassadors, and journey home services.
• Participate and engage in proactive self-leadership, individual supervision, team meetings, community meetings, professional development, training, and other professional development opportunities.
• If needed, the Journey Home case managers will be eligible for jail clearance in San Francisco and other Bay Area counties to enter city and county jails to advocate on behalf of incarcerated clients; other clearances as necessary and approved by management to help support clients.

• Bachelor’s degree in social work, public health, or 2+ years providing outreach, navigation, and low-threshold to intensive case management services to high-risk populations, including expert knowledge of stabilization, shelter, housing, and substance use disorder treatment centers.
• Must have experience and training in de-escalation, motivational interviewing, overdose reversal, data collection and case notes.
• Experience providing street-based outreach services in urban settings and homeless encampments.
• Ability to read, write, collect data, and document case notes to the expected professional standards.
• Ability to establish and maintain effective collaborative relationships across Glide programs as well as with city agencies across San Francisco, the wider Bay Area, throughout California, and throughout the United States.
• Must be able to successfully engage clients in services and retention through the application of motivational interviewing, risk reduction counseling, and strengths-based counseling techniques.
• Must understand the social determinants of health and how they impact people experiencing homelessness, actively engaged in drug use, and proximate stressors.
• Must be able to provide radically inclusive, unconditionally loving, culturally competent, and trauma-informed support to diverse clients to help them achieve stability and self-sufficiency.
• Exceptionally strong communication and trust-building skills are required, including comfort and proficiency with public speaking (i.e. 1:1 interaction with clients and community, group education, street outreach, etc.)

• Must have a valid California Drivers license or the ability to acquire one within 60 days of hire.
• Must have auto insurance and a clean DMV record with the ability to drive GLIDE’s Journey Home Service Van.
• California Peer-to-Peer Support Specialist certification, or the ability to acquire one within 60 days of hire.
• California Community Health Worker Certification preferred.

• Ability to work on a computer and see details of objects at close range.
• Ability to hear within normal range, and communicate effectively (in person, telephone or Zoom).
• Finger dexterity and the ability to use all standard office equipment.
• Sit or stand comfortably; and the ability to navigate throughout office spaces (via elevator or stairs).
• Activities that occur frequently are sitting, standing, walking, and handling materials and supplies.
• Activities that occur occasionally are climbing stairs and manipulating fine objects with your fingers.
• Activities that occur infrequently are bending, squatting, twisting, reaching straight above and below shoulder level, carrying and lifting up to 50 pounds.

$75,000 - $83,000 a year

This is a full-time position (40 hours/week), Exempt. (Tuesday - Saturday, 10:30 pm - 7:30 am)

Work Environment

GLIDE’s buildings are located in the Tenderloin neighborhood. GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

This role is covered by the collective bargaining agreement.