Housing Focused Case Manager - Team Lead - GMRC

Housing Focused Case Manager - Team Lead - GMRC

Salt Lake City, UT

Full Time

Shelter

Mid Level

WHO WE ARE 

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their communities. 

The Road Home is an Equal Opportunity Employer

Diversity, Equity, and Inclusion (DEI) is essential to The Road Home’s mission of helping people experiencing homelessness move back into housing. We know that having a more diverse team makes our organization stronger and leads to better experiences and outcomes for the people in our programs.

BENEFITS SUMMARY

The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.

Come be part of the solution.

We have a robust, reasonably priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)

• HSA, FSA, HRA (We reimburse part of your deductible!)

• Retirement Plan (403B with TRH contribution and match)

• FREE Life Insurance for employees

• Paid Time Off (Vacation, Sick & 12 Public Holidays)

• One Floating Holiday Per Year

• Free Short Term & Long-Term Disability

• Employee Assistance Program

• Free Training & Development

• Tuition Assistance for a wide variety of classes!

• Public Service Loan Forgiveness (PSLF) qualifying agency

Job Summary 

The Housing Focused Case Manager Team Lead provides trauma-informed, guest-driven case management services to individuals experiencing homelessness, with the primary goal of helping them achieve stable housing quickly and efficiently. This role is responsible for assisting in the supervision of a small team of Case Managers, guiding their client interactions, administrative tasks, and professional development—all while maintaining a personal caseload. Key duties include identifying and engaging with individuals in our Resource Centers, connecting them with vital community resources to aid their transition into housing, and working within the shelter team to identify common barriers and help establish effective, shelter-wide strategies and procedures. 

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

*This is an in-person position.

*This is an in-person position that requires travel between various resource centers and shelters. 

Reports to

Supportive Services Manager

Position Status

Full Time, 40 hrs

Shift

M-F, occasional weekend shifts, flexibility an option

Salary Range

Grade 6, $20.90/hour

FLSA Status

Non-Exempt

EEO Class

Administrative Support Workers

Essential Duties and Responsibilities 

• Help individuals experiencing homelessness secure stable housing. 

• Assist guests in identifying housing barriers and connect them with appropriate community resources. 

• Celebrate housing achievements and assist guests with the process of moving into their new homes. 

• Use agency vehicles to transport guests to housing appointments and viewings. 

• Support the Housing Navigation team by assisting clients with housing searches and application completion. 

• Work with a diverse caseload of guests to establish individualized goals and complete housing plans. 

• Engage with all guests weekly to connect them with resources, discuss housing options, and update housing plans as needed. 

• Follow agency guidelines to maintain healthy and professional boundaries with guests. 

• Collaborate daily with all departments to promote a supportive and effective team environment. 

• Seek out, engage, and network with community partners to identify new housing options and additional resources. 

• Attend daily open office hours as a team to interact with guests and provide resources that support their housing goals. 

• Attend weekly team meetings and actively contribute to case-conferencing discussions. 

• Maintain accurate records, detailed case management notes, and required statistical data. 

• Complete all case notes in a timely manner each week. 

• Ability to step in and assist other shelter teams with tasks as needed, including dorm cleaning, front desk coverage, meal support, and other duties to ensure smooth operations across all departments. 

• Participate in special agency projects, as needed. 

• Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more.

• Participate in emergency drills and environmental safety activities, as required. 

• Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 

• Maintain regular and reliable attendance as an essential function of this position. 

Team Lead Responsibilities 

• Complete all the same tasks as every Case Manager while also serving as a role model for the team. 

• Model exemplary team leadership by willingly interacting with challenging clients, proactively seeking resources to support team success, and accepting a higher level of responsibility. 

• Assist the Supportive Services Manager with administrative duties, including attending meetings and taking notes, correcting the Case Load Tracker, and interacting with community partners as needed. 

• Support the Supportive Services Manager with moderate supervisory duties, such as helping team members achieve their goals, promoting workplace professionalism and fairness, and maintaining open communication with the Manager about team progress. 

• Serve as a consistent and timely communicator by answering texts, emails, and other messages promptly and reliably. 

• Foster a supportive environment that encourages growth and advocacy for both shelter guests and team members. 

• Represent the Case Management team by regularly attending partner meetings, including the Community Triage Group, First Step House Collaboration, and Project RIO. 

*Other duties as assigned. 

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

Crisis Management 

• Provide direct, trauma-informed case management, including crisis intervention, ongoing assessment, goal setting, and creative problem-solving utilizing a network of community resources. 

• Respond effectively to high-stress situations using de-escalation techniques and agency training. 

• Collaborate with the crisis clinician and other team members to support individuals experiencing mental or behavioral health challenges. 

• Facilitate difficult conversations with guests regarding program expectations, roommate conflicts, and potential program exits when necessary. 

• Set and maintain healthy professional boundaries using a Trauma-Informed Care framework. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.

• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.

• Implement Housing Focused principles, risk management strategies, and high-access services as foundational to our mission. 

• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Must pass a pre-employment background check and drug screening.  

Education and Experience 

• Experience working with diverse and/or vulnerable populations is preferred.

• Lived, work or volunteer experience or a degree in a related field is preferred.

Skills and Expectations 

• Demonstrate the ability to mentor, guide, and support a team of case managers, providing constructive feedback and promoting professional growth. 

• Exhibit strong leadership skills by modeling professionalism, accepting increased responsibility, and maintaining a fair and supportive team environment. 

• Represent the department effectively in meetings with community partners and other stakeholders, communicating the team's needs and accomplishments. 

• Ability to safely operate an agency vehicle to transport guests. 

• Use creative problem-solving to help guests overcome housing barriers. 

• Ability to network and build relationships with community partners to find housing options. 

• Maintain strong organizational skills for accurate record-keeping and timely case notes. 

• Demonstrate emotional regulation skills to remain calm and composed during high-pressure situations, maintaining professionalism in all workplace interactions. 

• Strong interpersonal skills and ability to work with diverse populations. 

• Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 

• Use basic computer programs (email, spreadsheets, and more) and have basic computer skills. 

• Ability to accept supervision, direction, and feedback with openness. 

• Communicate clearly and effectively with clients, coworkers, and supervisors using verbal and written communication. 

Physical and Equipment Requirements 

• Ability to lift and move heavy items up to 50 pounds. 

• Ability to sit, stand, and move for at least an hour at a time or more.

• Ability to bend, squat, kneel, twist, push, and pull to perform job functions. 

• Ability to use stairs or steps. 

• Mustbe at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.