Client Care Coordinator

Job Description

Job Description

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary

Hope the Mission provides safe, low-barrier temporary housing to people experiencing homelessness. Clients receive shelter, food, case management, and housing navigation services to support their move to permanent housing.

The Client Care Coordinator (CCC) works under the supervision of the Sr. Director of Interim Housing and supports a portfolio of Interim Housing sites across Los Angeles County. The CCC coordinates care across housing-focused case management teams, housing navigation staff, and program managers. This includes leading case conferences, tracking participant progress, identifying barriers to housing placement, and providing problem-solving support to site teams.

The CCC is responsible for ensuring that services at each site align with Housing First, Harm Reduction, and Trauma-Informed Care practices. The role supports the use of Active System Management (ASM), a structured approach to tracking and prioritizing participants based on housing progress and length of stay. The CCC promotes accountability to housing outcomes, supports daily operational rhythms at assigned sites, and serves as a resource to staff across the client care continuum. Travel to multiple IH sites is a regular part of the work.

Responsibilities

Case Conferencing and Care Coordination

• Organize, facilitate, and guide multidisciplinary case conferencing meetings across assigned IH sites.

• Lead structured discussions to review participant cases, identify barriers, and assist in the development of coordinated action plans.

• Maintain focus on housing timelines, participant progress, and resolution of barriers.

• Adjust care and housing plans as needed based on case conferencing outcomes.

• Coordinate with Housing Focused Case Managers, Housing Navigation teams, clinicians, and behavioral health specialists.

• Map roles and responsibilities across the care team to reduce duplication and gaps.

• Address team conflicts and develop solutions to improve client care.

Active System Management (ASM)

• Support consistent implementation of ASM practices across all assigned sites.

• Facilitate or ensure implementation of daily data-driven huddles focused on participant progress and long-stayers.

• Review participants at 270 or more days of stay and ensure targeted action plans are in place.

• Reinforce daily operational structure, urgency, and accountability toward housing placement goals.

• Align case conferencing, daily huddles, and housing navigation efforts with ASM expectations and SRS performance targets.

• Inform teams of ASM resources and updates.

Housing Navigation and Pipeline Support

• Monitor housing pipeline movement and identify bottlenecks.

• Coordinate between IH and Housing Navigation teams to ensure timely referrals and placements.

• Support connections to permanent supportive housing and external housing partners.

• Attend hot leads calls and property management or owner calls to support unit viewings.

• Support use of housing resources including funding and unit opportunities.

• Ensure transportation coordination for housing-related activities.

• Ensure participants have active income and benefits plans aligned with their housing goals.

Documentation and Data

• Ensure HMIS and internal trackers are updated daily.

• Track and complete quality assurance reviews of case notes, assessments, and care plans.

• Assist in data collection and analysis related to referrals, census, and program outcomes.

• Identify data collection barriers and develop solutions.

• Track document readiness for each participant, including ID, Social Security card, verification of disability, and homelessness verification.

• Identify and resolve documentation barriers that delay housing placement.

• Monitor program performance data aligned with housing outcomes including permanent housing exits, reduced length of stay, and pipeline progression.

Participant Support and Crisis Response

• Provide problem-solving strategies and direct interventions for participant crises.

• Guide emergency service referrals and warm handoffs for domestic violence, human trafficking, and sexual assault situations.

• Support participant transfers, inventory processes, roster reconciliation, and exit processing.

• Ensure participants' care and housing plans reflect Housing First, Harm Reduction, and Trauma-Informed Care principles.

Staff Support and Training

• Provide or coordinate training and technical assistance to site staff on crisis de-escalation, motivational interviewing, documentation practices, and related topics.

• Provide feedback to Program Managers and Case Managers on performance and participant outcomes.

• Maintain strong working relationships with staff and leadership across assigned sites.

• Monitor deliverables and accountability across teams.

• Partner with Directors and Program Managers to reinforce accountability for participant progress and housing outcomes.

Requirements

• Must pass a fingerprint live scan background check prior to employment.

• Must pass pre-employment drug and alcohol screening per company policy.

• Must provide TB test results prior to start date, with ongoing testing per worksite requirements.

• Must hold a valid California driver's license, maintain an acceptable driving record that meets HTM commercial insurance criteria, and carry proof of vehicle insurance. Driving to multiple IH sites is required.

• Must have reliable transportation.

• Must maintain legal authorization to work in the United States.

• Must be available for flexible scheduling, including evenings and weekends as needed.

• Must comply with all company policies, including safety, confidentiality, conduct standards, and HIPAA requirements.

Qualifications

• Bachelor's degree in social work, psychology, human services, or a related field; or an equivalent combination of education and experience that demonstrates the knowledge and skills required for this role.

• Minimum three years of experience in housing, homelessness, or a related human services program.

• Experience with case conferencing, care coordination, or multi-disciplinary team settings.

• Proficiency in HMIS, CHAMP, or a comparable data system.

• Knowledge of Housing First, Harm Reduction, and Trauma-Informed Care practices.

• Bilingual in Spanish and English preferred.

Requirements

• Background Screening – Employment is contingent upon the successful completion of background checks as required per the worksite.

• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record (meeting criteria of HTM’s commercial insurance), a CA driver's license, and proof of vehicle insurance coverage.

• Legal Eligibility to Work – Must maintain proof of legal authorization to work in the US.

• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

• Must have reliable transportation.

Physical, Demands, Environmental Conditions, Equipment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing.

Work Environment

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the participants’ use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.

EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training.

HTM will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HTM is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’s Fair Chance Act webpage.

Full-time position; Monday through Friday, 8:30am to 5:00pm