Housing Case Manager

Job Description

Job Description

Are you a purpose driven and looking to make a difference in Memphis? Friends For All is looking to add to our team!

Why Friends For All:

For more than three decades, Friends For All (formerly Friends For Life) has been preventing the spread of HIV and helping those affected by HIV/AIDS live well. Our holistic, client-centered approach provides a variety of services coordinated through one centralized model. We strive to address the roots of need—including stigma and inequality—to improve health and wellness for everyone we serve. Our goal is to eliminate new transmissions of HIV in Memphis and the Mid-South and empower those living with HIV to become their healthiest, happiest selves .

What is in it for you:

• A commitment to work-life balance with: (up to 38 Days Off)
  1. 12 accrued vacation days per year
  2. 12 accrued sick days per year
  3. 14 paid holidays, including Your Birthday!
  4. Sick Bank allows employees to donate sick time to other employees with a serious health condition who have no remaining sick or vacation
  5. Flex Schedule may be available based on position after introductory period
• Employer-sponsored health, dental, and vision insurance with two PPO medical and Dental plans. Costs for employee per pay period (bi-weekly)
  1. BCBS PPO Plans
     • PPO Gold premium = $28.88
     • PPO Platinum premium = $56.15
  2. Dental Plans
     • PPO Low = $1.14
     • PPO High = $5.81
  3. Vision premium = $1.41
• 401k program with up to 3% employer match starting immediately
• Employer-paid basic life insurance valued at $50,000
• Employer-paid Short-term disability
• Voluntary Life and AD&D, Long-term disability
• Flexible Spending Accounts for healthcare and dependent care
• Student Loan Forgiveness Programs
• Employee Assistance Program with in person counseling options

To Learn More about Working at FFA: Go to

Compensation:

Friends For All believes in compensating our employees fairly and we look at both internal and external salary analysis. The range listed is an estimate as it looks at the total compensation package as well as factors such as skill sets, training, education and organizational needs. It is not typical for an individual to be hired at or near the top of the salary range as this gives the employee a chance to grow into the role.

Housing Case Manager

JOB TITLE:

Housing Case Manager

EXEMPT (Salaried) or NON EXEMPT(Hourly):

Non-Exempt

DEPARTMENT:

Client Services

STATUS:

Full-Time

REPORTS TO:

Housing Manager

REGULAR HOURS:

39

JD REVISION DATE:

05/09/2025

SUMMARY:

The Housing Case Manager is responsible for evaluating applicant eligibility for STRMU (Short-Term Rent, Mortgage, and Utility) assistance across service areas in Mississippi (Tunica, Tate, Marshall, Desoto), Tennessee (Shelby, Tipton, Fayette), and Arkansas (Crittenden). This role also includes the organization, tracking, and maintenance of housing-related data and physical properties, combining elements of property management and data oversight to support the effective delivery of the Housing program.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Assess eligibility for STRMU, Property Management, and other housing assistance programs in accordance with HUD and internal guidelines.
• Conduct client orientations covering program requirements, rental rights, housekeeping, lead-based paint, compliance, and move-in/move-out expectations.
• Develop and maintain Housing Plans for all new clients and revise plans for returning participants.
• Provide referrals to internal and external supportive services and assist clients in accessing utilities and other necessary services.
• Monitor client progress, manage lease violations and evictions, and support compliance with housing and treatment plans.
• Collaborate with the Property Management team (Landlords) to identify and maintain affordable housing options.
• Schedule and complete housing inspections (initial, quarterly, and annual) per program standards and HUD guidelines.
• Oversee maintenance request submissions and follow-up to ensure timely completion.
• Ensure pre-leasing inspections and readiness of units before move-in and during move-outs.
• Track and support lease violations in accordance with lease agreements and legal standards.
• Calculate rent and subsidy amounts within required timeframes and manage entry into all electronic databases.
• Maintain records of inspections, leases, re-certifications, eligibility tracking, and service documentation.
• Track rent payments, issue delinquent notices by the 6th of each month, and maintain records of rent receipts.
• Monitor and maintain compliance of program caseloads to ensure required service levels are met.
• Ensure timely processing of STRMU and Supportive Housing applications, approvals/denials, and communication with clients.
• Determine the eligibility of persons applying for STRMU funds in accordance with HUD guidelines within 3 days of receipt of applications.
• Provide information regarding the STRMU application and referral process to walk-ins.
• Type and mail approval and/or denial letters within 5 days of receipt of new application
• Document all activity with STRMU participants on progress note forms and in assigned electronic databases within 24 hrs. of date on denial or approval letter.
• Ensure appropriate releases are signed in order to facilitate processing of STRMU applications.
• Track eligibility period for each approved STRMU participant and document on STRMU tracking form.
• Conduct regular follow-ups with clients, landlords, and service providers to ensure housing stability, timely lease renewals, and that all client needs are being met in accordance with housing plans and program requirements.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

• Regular and predictable attendance is required
• Return all calls, emails and text in a timely manner.
• Participate in weekly or biweekly coaching sessions with supervisor
• Complete Performance Reviews and SMART GOALS
• Participate in All Staff Meetings and In-Service Days

• May need to travel in personal vehicle to meet staff, clients, or community partners at FFA locations or at other locations to meet the needs of the position

• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

SUPERVISORY RESPONSIBILITIES:

• N/A

CUSTOMER SERVICE RESPONSIBILITIES:

• Provide direct courteous, professional and timely assistance to staff, clients and community partners via phone, email, chat or in person.
• Exhibit excellent verbal and written communication skills tailored to diverse customer needs.
• Demonstrate empathy and patience when interacting with customers to foster trust and loyalty.
• Use critical thinking and creativity to find effective solutions to data management issues.
• Collaborate closely with other departments to address client data requirements and reporting needs effectively.
• Assist in training new team members and sharing best practices for your assigned programs and other assigned data systems.
• Meet or exceed the Friends Way approach to customer service for both internal and external encounters.
• Proactively identify areas for improvement in process and workflows and suggest solutions when necessary.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor level degree in a health or human services related discipline preferred, not required.
• Two years of full-time professional case management in a public service agency.
• Experience working with persons with HIV/AIDS preferred.
• Good strategic/critical thinker, self-starter, goal-oriented.
• Excellent verbal and written communications.
• Ability to operate with purpose, urgency and accuracy in a fast-paced, deadline-driven environment -- with particular attention to detail and organization.
• Ability to work with a diverse client population.
• Strong relationship-builder both with team and clients (internal and external) .
• Ability to follow verbal and written instructions.
• Computer skills: ability to efficiently navigate the Internet and input data into applicable systems; familiarity with MS Office 365, especially Outlook and SharePoint, Adobe, TEAMs, and Zoom.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Maintain confidential information and adhere to all Friends For All policies and procedures regarding sharing of financial information and Protected Health Information (PHI).

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must have a valid State Driver’s License, provide proof of automobile insurance coverage to employer at all times and have an automobile to be used daily.

WORK ENVIRONMENT:

We are a mission driven organization made up of people committed to cultivating growth and learning. We believe in providing care for all our clients while providing a welcoming, balanced environment for all our employees. By joining our team, you are joining a group of community-focused professionals who connect people with care.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Must be sensitive to the culturally and racially diverse nature of clients, patients, employees, and visitors.
• Must be able to interact with everyone in a friendly, helpful manner.
• Embodies FFA Values:
  • Equity and Acceptance
  • Trailblazing, Creative and Fearless
  • Joy and Fun
  • Collaboration and Teamwork
  • Service
  • Awareness

ADA SPECIFICATIONS :

Physical and cognitive demands that must be met in order to successfully complete the essential

functions of the job. Reasonable accommodations may be made to enable individuals’ disabilities to perform the essential functions unless the accommodation would impose an undue hardship on the organization.

• Requires ability to speak audibly and listen actively.
• Requires ability to use computers, telephones and other office equipment.
• Requires ability to sit for extended periods.
• May require occasional bending and lifting up to 25 pounds.
• May require periodic local travel.

OSHA CATEGORY:

This position performs tasks that may involve exposure to blood, body fluids, or tissues. Training will be provided per Standard Operating Procedure for your area of operation. All FFA employees are offered the opportunity to receive the Hepatitis B vaccination series.

COMMENTS:

This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.

Friends For All is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.