Emergency Housing Case Management Supervisor

Emergency Housing Case Management Supervisor

PHMC's mission is to create and sustain healthier communities through partnerships with government, foundations, businesses, and community-based organizations. We envision a healthier community for all.

Position Overview

Under the supervision of the Director of Housing Services, the Emergency Housing (EH) Case Manager Supervisor leads and manages a team of case managers in an Emergency Housing Program. This role is responsible for staff supervision and development, service delivery oversight, quality assurance, and community engagement. The Supervisor ensures that all case management staff operate in accordance with the Office of Homeless Services (OHS) Case Management Standards and the National Association of Social Work's Code of Ethics.

The ideal candidate is a collaborative, solutions-oriented leader who can work effectively with emergency housing participants, case management staff, housing navigators, funders, and external stakeholders to achieve strong program outcomes.

Reports To: Director of Housing Services

Key Responsibilities

• Provide leadership, guidance, and direct supervision to a program team of 2-3 staff members.
• Participate in bi-weekly supervision with the Director of Housing Services.
• Conduct bi-weekly individual supervision meetings with housing staff and with the Director of Housing Services.
• Oversee service delivery and implement quality control measures to maintain adherence to program guidelines and performance outcomes.
• Collaborate with the Director of Housing Services to generate and analyze monthly program reports, identifying trends and recommending improvements.
• Manage personnel matters among housing staff and keep the Director informed of any issues.
• Approve leave, review, and sign staff timesheets.
• Conduct monthly program monitoring in collaboration with the Lead Case Manager.
• Ensure case files comply with HAP and OHS Case Management Standards.
• Serve as the primary point of contact during funder monitoring visits.
• Collaborate with the Director to establish annual housing placement goals aligned with program outcomes.
• Identify staff development needs and coordinate training and professional growth opportunities.
• Support the development of program policies and procedures to streamline and strengthen rapid rehousing services.
• Provide monthly performance updates to the Director of Housing Services.
• Respond to housing-related inquiries from landlords and stakeholders.
• Respond to emergencies and priority situations that involve the safety and security of program participants.

Client Services

• Carry a caseload of no more than 10 participants.
• Ensure all housing assessments (VI-SPDATs) are submitted within required timeframes.
• Act as an arbitrator when issues arise between participants and case management staff.
• Monitor early intervention referrals and maintain collaborative communication between participants and early intervention staff.
• Participate in interagency meetings (e.g., DHS, FaSST, Youth Services Coordinator).
• Serve as a liaison for OHS initiatives, including the Healthy Baby Program and the Philadelphia Infant Toddler Early Intervention Program.
• Review and assess daily participant incident reports to prepare for weekly Participant Progress Review Meetings.
• Facilitate weekly Participant Progress Review Meetings, ensuring outcomes are documented in HMIS.
• Conduct quarterly record audits and monthly HMIS data entry reviews to ensure compliance with OHS Case Management Standards.
• Address informal and formal grievances from participants, outside agencies, and OHS staff; relay all relevant information to the Director of Housing Services.
• Support housing staff in developing interventions for non-compliant participants in line with OHS standards.
• Facilitate monthly community meetings with the Shelter Director using the Sanctuary Model.
• Adhere to OHS standards related to Health and Safety Discharges and Appeals for non-compliant participants, as applicable.
• Participate in monthly supervision with the Manager of Shelter Case Management.

Community Engagement & Collaboration

• Build and maintain relationships with community partners, including housing providers, social service agencies, healthcare organizations, faith-based organizations, and government agencies.
• Develop and sustain a comprehensive resource network to enhance service delivery and resource availability.
• Promote awareness of homelessness and the resources available to those experiencing it.

Skills & Competencies

• Strong written and verbal communication skills.
• Ability to motivate, negotiate with, and influence a diverse range of individuals.
• Excellent problem-solving, conflict resolution, and time management skills.
• Experience successfully managing competing priorities and deadlines.
• Ability to work both independently and collaboratively with minimal supervision.
• Strong knowledge of local community resources and the broader health and social service landscape.
• Advocacy, counseling, and coaching skills.
• Cultural competency and experience working with individuals from diverse socioeconomic, ethnic, and cultural backgrounds.
• Knowledge of best practices for working with families.
• Detail-oriented with strong organizational skills.
• Proficiency in Microsoft Office Suite.

Professional Qualities

• Commitment to client-centered and trauma-informed care.
• Hardworking, dependable, and adaptable to programmatic changes.
• Ability to analyze complex case information and make sound, objective decisions.
• Demonstrates resilience when navigating loss, grief, and high-stress situations.
• Creative and flexible in response to the evolving needs of special populations.

Experience & Qualifications Required:

• Minimum of (3) years of experience (i.e., volunteer, paid work, or through internship) in public health, social services, or a related field.
• At least (3) years of experience (i.e., volunteer, paid work, or through internship) working with diverse and vulnerable populations, including low-income individuals and individuals from various religious and cultural backgrounds.
• Strong knowledge of homelessness and its co-morbidities, including mental illness, trauma, substance use, domestic violence, HIV/AIDS, chronic health conditions, and factors affecting low-income and multi-ethnic communities.
• Working knowledge of affordable housing resources in Philadelphia County.
• Experience advocating for clients and helping them identify risk reduction strategies.
• Commitment to social justice and proficiency in data management software.
• Commitment to the Housing First model.

Education

• Master's degree required.
• A Master's in Social Work (MSW) is preferred; other behavioral health or public health degrees are welcome.

PHMC is an Equal Opportunity and E-Verify Employer.