Lead Mobile Rapid Resolution Case Manager

Job Description

Job Description

Position Title:  Lead Mobile Rapid Resolution Case Manager

Location: Houston, TX 77029

Employment Type: Full-Time, Non-Exempt

Work Mode: In-Person and Field-Based

Salary: $33.65 per hour

Reports to: Regional Director of Community Resilience & Ecosystem

Why This Job Matters

The Lead Mobile Rapid Resolution Case Manager helps lead EHCEC's mobile response for people experiencing homelessness or housing instability across Harris County.

This position works directly alongside the Mobile Rapid Resolution Case Manager at community sites, partner locations, outreach settings, and other approved service locations. Together, the team helps participants identify barriers, develop practical housing or stabilization plans, connect to resources, and access allowable assistance designed to help resolve or prevent homelessness.

The Lead Case Manager is both a direct-service practitioner and the day-to-day operational lead for the two-person case management team. The position coordinates field schedules, supports case strategy, reviews documentation, leads training efforts, monitors progress toward grant metrics, and helps ensure consistent, high-quality service delivery.

What You'll Be Responsible For Mobile Rapid Resolution & Participant Services

• Travel with the Mobile Rapid Resolution Case Manager to approved service sites and community locations throughout Harris County
• Provide direct case management and housing-focused problem solving to people experiencing homelessness or at imminent risk of homelessness
• Receive and respond to referrals through approved coordinated referral pathways
• Ensure initial outreach is initiated within one business day of referral receipt
• Conduct participant assessments and identify housing barriers, immediate needs, strengths, natural supports, and potential resolution strategies
• Develop participant-centered housing or stabilization plans
• Coordinate appropriate services, referrals, landlord or provider communication, transportation, emergency assistance, and other allowable supports
• Document and verify participant resolutions and stabilization outcomes
• Complete required participant follow-up and ensure unresolved cases are appropriately connected to additional services

Team Leadership & Daily Coordination

• Coordinate the daily and weekly field schedule for the two-person Rapid Resolution team
• Organize service-site coverage, outreach activities, participant appointments, partner visits, and case follow-up
• Help prioritize referrals and active cases based on urgency, participant needs, and program requirements
• Serve as the primary day-to-day resource for the Mobile Rapid Resolution Case Manager
• Provide hands-on coaching, modeling, and guidance during participant engagement and case planning
• Help the Case Manager strengthen skills in housing-focused problem solving, documentation, participant communication, resource navigation, and professional judgment
• Escalate complex cases, safety concerns, policy questions, or performance concerns to the Director of Community Resilience

Documentation & Quality Assurance

• Review case notes and required documentation for both Rapid Resolution staff for completeness, timeliness, accuracy, and consistency
• Ensure participant records clearly document referral receipt, outreach attempts, assessments, services, assistance, referrals, resolutions, outcome verification, and follow-up
• Identify documentation gaps and work with the Case Manager to correct them promptly
• Help ensure flexible-assistance requests contain appropriate justification and supporting documentation before submission
• Support compliance with EHCEC, funder, privacy, and program documentation requirements
• Ensure successful resolutions are supported by appropriate participant or partner verification when applicable

Performance & Grant Metrics

• Monitor team progress toward serving 110 unduplicated participants during the project period
• Monitor progress toward achieving a documented safe resolution for at least 66 of 110 participants, or 60%, within 45 days of enrollment
• Monitor completion of required 30-day follow-up and progress toward ensuring at least 75% of participants who achieve a safe resolution remain in or connected to that resolution or an appropriate housing/stabilization pathway
• Monitor whether initial outreach is initiated within one business day of referral receipt
• Maintain awareness of caseload volume, participant progress, unresolved cases, completed resolutions, follow-up requirements, and other required measures
• Review team performance data at least monthly with the Director of Community Resilience
• Identify cases or workflow issues that could affect grant performance and develop corrective actions with the Director
• Support preparation of accurate program data for funder reporting and internal performance monitoring

Training & Practice Development

• Lead day-to-day training and reinforcement of Rapid Resolution practices for the case management team
• Support onboarding and field-based training of the Mobile Rapid Resolution Case Manager
• Reinforce training in housing-focused problem solving, trauma-informed engagement, documentation, participant privacy, field safety, resource navigation, and outcome tracking
• Identify additional training needs and coordinate with the Regional Director of Community Resilience & Ecosystem
• Model effective participant engagement, case planning, documentation, and professional boundaries
• Maintain a regular coaching and case-review cadence with the Mobile Rapid Resolution Case Manager

Community & Partner Coordination

• Build and maintain relationships with service providers, shelters, housing organizations, landlords, public agencies, and community partners throughout Harris County
• Coordinate service-site logistics and partner communication
• Represent EHCEC professionally during outreach, partner meetings, case conferencing, and community-based service delivery
• Help identify new service locations or partnerships that improve access for people experiencing homelessness or housing instability

Who This Job Is For

This position is a strong fit for someone who:

• Has meaningful case management, housing navigation, homelessness response, or human-services experience
• Is comfortable leading from the field rather than from behind a desk
• Can coach a less-experienced team member while also managing their own participant responsibilities
• Is highly organized and comfortable managing schedules, documentation, deadlines, and performance targets
• Can review case notes and provide clear, constructive feedback
• Understands that strong case management requires both compassion and accountability
• Can make sound decisions in fast-moving community settings
• Is comfortable tracking performance and using data to improve service delivery
• Enjoys teaching, mentoring, and helping others strengthen their skills

Who This Job Is Not For

This role may not be the right fit for someone who:

• Prefers primarily office-based work
• Is uncomfortable providing services in varied community and field environments
• Views case management primarily as making referrals rather than working through barriers and resolutions with participants
• Struggles with detailed documentation, follow-up, scheduling, or performance tracking
• Is uncomfortable coaching another employee or reviewing their work
• Has difficulty balancing participant-centered service with grant requirements and documentation expectations
• Prefers highly predictable workdays with limited travel or changing priorities

What You Bring

• Bachelor's degree in social work, human services, psychology, public health, sociology, or a related field preferred; significant relevant experience may substitute for formal education
• At least 5 years of progressively responsible experience in case management, housing navigation, homelessness response, community services, or a related human-services field preferred
• Experience serving people experiencing homelessness or housing instability strongly preferred
• Previous experience serving as a lead worker, trainer, peer coach, or senior case manager preferred
• Strong case documentation, organization, communication, and problem-solving skills
• Ability to review case records and identify quality or compliance concerns
• Ability to manage schedules and competing field priorities
• Strong interpersonal skills and ability to coach less-experienced staff
• Valid driver's license, reliable transportation, and ability to travel throughout Harris County
• Ability to complete required Rapid Resolution, trauma-informed care, field safety, privacy, documentation, and coordinated-referral training

What Success Looks Like First 30 Days

• Complete all required organizational and project training
• Demonstrate strong understanding of Rapid Resolution practices, program workflow, documentation expectations, grant metrics, and flexible-assistance procedures
• Establish the team's initial field schedule and service-site routine
• Begin joint participant engagement with the Case Manager
• Establish a consistent process for reviewing case notes and documentation
• Begin coaching and supporting the Case Manager in field practice

By 60 Days

• Maintain a consistent and effective field schedule across approved Harris County sites
• Manage an active caseload while providing day-to-day guidance to the Case Manager
• Conduct routine review of case notes and required documentation
• Lead regular case reviews and training reinforcement
• Monitor performance against project metrics and identify cases requiring additional attention
• Demonstrate effective coordination with community partners and internal administrative staff

By 90 Days

• Demonstrate consistent leadership of day-to-day Rapid Resolution operations
• Maintain timely, accurate, and complete documentation across the two-person team
• Demonstrate measurable progress toward project service and outcome targets
• Show clear development of the Case Manager's skills and increasing ability to manage cases independently
• Maintain effective scheduling, site coverage, partner coordination, and caseload management
• Identify and address workflow or training issues before they affect program performance

What We Offer

We know that great work comes from happy, supported employees. That's why we offer:

• Competitive Salary – We recognize and reward talent
• Comprehensive Benefits – 100% employer-sponsored medical, dental, and vision coverage
• Generous PTO – 30 days plus 6 health and wellness days of paid time off annually
• 401(k) Match – We match dollar-for-dollar up to 5%
• Employee Assistance Program (EAP) – Confidential support for mental health, financial counseling, and personal wellness
• Employee Snack Bar – Complimentary snacks and refreshments to keep you energized throughout the day
• Career Advancement Opportunities – Ongoing professional development, mentorship, and leadership training to support your growth
• True Team Atmosphere – A culture built on collaboration, inclusivity, and shared success
• Team Culture – Annual retreats, quarterly team-building events, and a commitment to work-life balance

Physical Conditions

The staff person must be able to attend meetings on nights and weekends as needed. EHCEC is a collaborative work setting. Employees pitch in to help each other with responsibilities as needed. Team members will be expected to contribute to teamwork and a sense of collaboration.

Disclaimer

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

Equal Employment Opportunity

EHCEC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.