Case Manager - Permanent Housing

ORGANIZATIONAL OVERVIEW

Quest Community Development Corporation is a nonprofit organization that builds strong communities and promotes social equity through collaboration and service integration. We focus on community housing and development to create resilient, thriving neighborhoods.

Our vision centers on establishing a collective impact model that uses affordable housing and a comprehensive service delivery hub to revitalize historically underserved communities in West Atlanta.

POSITION SUMMARY

The Case Manager of Supportive Services plays a vital role in promoting housing stability, overall well-being, and self-sufficiency for clients by delivering person-centered supportive services and coordinating resources. This position is responsible for assessing client needs, developing individualized service and support plans, coordinating access to community resources, and advocating for clients to ensure continuity of care and successful outcomes.

The Case Manager collaborates with internal staff, community providers, healthcare professionals, housing partners, and other stakeholders to support clients in achieving their goals related to housing stability, behavioral health, employment, healthcare access, and independent living. This role also requires ongoing monitoring of client progress, maintaining accurate documentation, providing crisis intervention when necessary, and adhering to agency, funding, and regulatory requirements.

ESSENTIAL DUTIES & RESPONSIBILITIES

Case Management & Client Support

• Manage and maintain an assigned client caseload at a ratio of 1:30.
• Conduct comprehensive client assessments to identify needs, strengths, barriers, and goals.
• Develop individualized service and support plans with measurable objectives and follow-up actions.
• Provide ongoing case management, supportive counseling, and resource coordination.
• Assist clients with accessing housing, healthcare, behavioral health services, employment, education, transportation, and financial assistance resources.
• Advocate for clients to ensure access to appropriate services and community support.
• Monitor client progress and adjust support plans as needed.
• Conduct regular follow-up meetings and maintain consistent communication with clients.
• Support clients in developing independent living skills and self-sufficiency.
• Provide referrals to community providers and assist with service coordination.

Crisis Intervention & Behavioral Health Support

• Provide crisis intervention and immediate support during emergencies or high-risk situations.
• Assist clients with de-escalation, coping strategies, and problem-solving techniques.
• Support clients experiencing behavioral health, substance use, or housing instability concerns.
• Coordinate with mental health providers, hospitals, treatment centers, and emergency contacts when appropriate.
• Monitor client wellness and safety concerns and report significant changes to leadership as required.
• Encourage engagement in supportive services, recovery-oriented programming, and treatment recommendations.

Documentation, Compliance & Administrative Responsibilities

• Maintain accurate, timely, and complete case notes, assessments, service plans, referrals, and client documentation.
• Ensure compliance with agency standards, grant requirements, HUD / DBHDD regulations, and confidentiality policies.
• Enter and update client information within HMIS, ClientTrack, or other required systems.
• Review client files regularly to ensure documentation accuracy and program compliance.
• Assist with audits, reporting requirements, utilization tracking, and data collection.
• Maintain confidentiality of all protected clients and organizational information.

Community Collaboration & Program Support

• Build and maintain collaborative relationships with community agencies, providers, and referral partners.
• Participate in case staffing meetings and interdisciplinary team discussions.
• Assist with coordinating supportive groups, workshops, and resident engagement activities.
• Participate in community outreach events, resource fairs, and program initiatives.
• Support overall program operations and contribute to a positive, client-centered environment.
• Communicate effectively with internal teams, property management, and external providers regarding client needs and service coordination.

INDEPENDENT ACTION & JUDGMENT

Activities and decisions are varied, requiring independent action and judgment to solve common problems. This position's manager/supervisor resolves unusual cases or questionable matters.

CONFIDENTIALITY & CONSEQUENCE OF ERRORS

As part of the role, the Case Manager is responsible for handling highly sensitive and confidential information, including client personal identifying information, financial records, medical and behavioral health documentation, housing information, and other protected records.


Due to the nature of the position and the vulnerable populations served, strict confidentiality and professional discretion are always required.

Client records are maintained in secure, locked areas to protect confidential information. Additionally, electronic systems are protected with password access and implemented security measures. We have organizational policies and procedures to ensure compliance with all relevant privacy, confidentiality, and data protection regulations. Additionally, staff members receive ongoing training on confidentiality standards, ethical responsibilities, documentation practices, and the proper handling of sensitive information.

QUALIFICATIONS & EDUCATIONAL BACKGROUND

Education

• Bachelor's degree required; or a combination of four (4) years of relevant work experience, including training and education, may be substituted for the degree.
• Master's degree in human services or a related field preferred.

Experience

• Minimum of two (2) years of relevant work experience in case management, supportive services, or a related human services field.

Knowledge, Skills & Abilities

• Familiarity with HUD / DBHDD regulations, grant compliance, and confidentiality requirements.
• Experience documenting in HMIS, ClientTrack, or comparable client data systems preferred.
• Strong assessment, crisis intervention, de-escalation, and advocacy skills.
• Ability to exercise independent judgment, manage a caseload, and maintain accurate records.
• Excellent interpersonal, written, and verbal communication skills with diverse populations and community partners.

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WORK ENVIRONMENT & OTHER REQUIREMENTS

The work environment presents some physical risks; please adhere to basic safety precautions.

This position is a full-time exempt position that may require occasional evening and weekend commitments.

COMPETITIVE BENEFITS PACKAGE

• 60% employer-paid health coverage.
• Health Savings Account (HSA) / Healthcare Flexible Spending Account (FSA) / Dependent Care FSA.
• 100% employer-paid life insurance and long-term disability.
• Voluntary benefits: vision, dental, AFLAC (hospital, short-term disability, cancer, and accident insurance), and 401(k).
• Personal days (4) plus accrued PTO time.
• Paid Christmas week vacation and paid holidays (11).
• Undergraduate and graduate educational tuition reimbursement.

EQUAL OPPORTUNITY EMPLOYER

Quest Community Development Corporation is an equal opportunity employer and does not discriminate on the basis of sex, race, ethnicity, age, religion, social class, disability, or sexual orientation.