Case Manager - Housing

Description

The Housing Case Manager provides comprehensive case management and administrative support for clients enrolled in Housing and Homeless Programs within the Social Services Department. This role is responsible for maintaining accurate client files, coordinating monthly and quarterly follow-ups, documenting services, and ensuring compliance with housing grant requirements. The Housing Case Manager also provides direct support to the Homeless Program Manager and assists with planning, budgeting, reporting, outreach, and regional collaboration efforts to ensure effective and timely delivery of housing services to vulnerable populations.
Service Delivery, Client File Management, and Follow-Ups

Estimated Effort: 70%

• Create, implement, and maintain organized client files for each housing grant, ensuring accuracy, accessibility, and compliance with program requirements.
• Maintain and update client data across multiple systems, including HMIS, OCEAN, Neighbor to Neighbor, internal client databases, and tracking spreadsheets.
• Prepare and distribute letters, memos, and emails to support client communication and program requirements.
• Provide direct assistance to clients in person, by phone, virtually, and digitally, offering accurate and timely information regarding housing services and resources.
• Deliver housing-related case management services, including assessments, direct services, referrals, monitoring, and required monthly or quarterly follow-ups.
• Maintain a professional and courteous demeanor with clients, staff, funders, landlords, and community partners, representing CAC and the Social Services Department positively.
• Develop, implement, and maintain systems to track program outcomes at both internal and regional levels.
• Demonstrate knowledge of systems of care, benefits, entitlements, and cultural awareness when serving diverse client populations.
• Complete required case notes, forms, and data entry in a timely and accurate manner.
• Safeguard confidential client information and maintain required records in compliance with agency, state, and federal guidelines.
• Advocate for clients to ensure equitable access to housing resources and supportive services.
• Assist clients with completing housing program applications and related service applications as needed.
• Support the Homeless Program Manager and Social Services Director with special projects, planning, budgeting, spending, reporting, and tracking.
• Attend meetings, conferences, and trainings related to housing and case management duties and share relevant information with appropriate stakeholders.
• Assist with planning, training, and execution of the Annual Homeless Inventory Count (HIC) and Point-in-Time (PIT) Count.
• Provide direct support during internal and regional PIT counts.
• Review, approve, or deny client files for payment at both internal and regional levels.
• Conduct outreach activities as needed to support Housing Programs and Social Services initiatives.

Staff Support

Estimated Effort: 20%

• Provide direct support to the Homeless Program Manager related to Housing Program operations and Social Services Department needs.
• Assist Housing Program staff with file creation, documentation, and approval processes.
• Support partner agencies and programs to maintain strong collaborative relationships and effective service coordination.
• Serve as a knowledgeable resource regarding county-wide housing and social service programs; maintain and update Social Services resource materials.
• Assist with onboarding and training of new staff by answering operational and compliance-related questions from staff, clients, landlords, partner agencies, and vendors.
• Support file audits and budget reviews, including review of internal and partner files, spreadsheet updates, fiscal documentation, HMIS and OCEAN reports, and internal cost tracking tools.

Service and Other Responsibilities

Estimated Effort: 10%

• Coordinate and manage Community Service Council activities to support wrap-around services.
• Support Continuum of Care activities as required for housing grant compliance.
• Serve on CAC committees and perform other agency service duties as assigned.

Minimum Requirements

Education:
High School diploma or equivalent required.

Job-Related Experience:

• Experience delivering case management services within Housing Programs
• Proficiency in Microsoft Office Suite
• Eligibility to obtain HMIS and OCEAN User License Agreements

Licenses, Certifications, and Accreditations:

• Valid Ohio driver's license and proof of insurance
• Ability to be insured under agency insurance
• HMIS End User License (or ability to obtain)
• OCEAN End User License (or ability to obtain)

People Skills:

• Professional, courteous, and client-focused demeanor
• Strong communication skills with the ability to collaborate effectively with staff, partners, vendors, and clients

Preferred Qualifications

• Experience entering data into:
  
  • Homeless Management Information System (HMIS)
  • Ohio Community & Energy Assistance Network (OCEAN)
  • Neighbor to Neighbor (N2N)
  • Housing Program client databases
• Prior experience in case management and customer service roles
• Experience delivering or monitoring social services grant-funded programs

Working Conditions

This position operates primarily in a well-lighted office environment and requires some travel for off-site meetings, trainings, and program support. Work is fast-paced and involves managing multiple priorities, frequent documentation, and evolving housing program requirements. The role may involve moderate-to-high levels of stress due to changing regulations, funding guidelines, and client needs.