Housing Retention Specialist

“Every person deserves compassion, dignity, and the safety of a place to call home.”
Homelessness is the largest social and public health crisis in California. Illumination Health + Home (IH+H) is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children's and family programs. IH+H currently has 13+ facilities with 22+ micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

Job Description

The role of a Housing Retention Specialist is a professional who assists individuals or families experiencing homelessness, concentrating on delivering support and case management services to facilitate the maintenance of their housing once secured. This role involves addressing potential barriers such as financial management, landlord communication, and access to essential community resources, with the aim of preventing housing instability and a return to homelessness. Essentially, the HRS acts as a committed advocate, ensuring long-term housing stability for clients.

The pay range for this position is $23.00 - $26.00 per hour , depending on experience. Hours are Monday - Friday, 8:30am - 5:00pm

Responsibilities

• Carries a maximum caseload of 30-35
• Network and collaborate with relevant internal and external personnel as it pertains to promoting retention outcomes
• Advocate for and connect clients to resources that will assist the client in achieving stabilization and housing retention. This includes warm hand-offs to agencies who can assist clients with financial benefits, mental health, substance abuse, hygiene, shelters, medical treatment, legal advocacy, etc.
• Attend Interdisciplinary Care Team meetings when scheduled and provide updates to health care networks on mutual clients and Cal Aim programs.
• Coordinate, prepare and maintain required charting and documentation in a timely and thorough manner.
• Maintain client records according to HIPAA and adhere to all client confidentiality requirements and standards.
• Complete training and development opportunities as determined appropriate by the supervisor.
• Acts in an ethical manner reflecting core values of integrity, transparency, accountability, respect and responsibility.
• Must accept personal responsibility and accountability for performance of duties.
• Conduct comprehensive assessments to identify housing barriers and needs of clients.
• Regularly monitor client progress and adjust as needed.
• Act as a liaison between clients and landlords to address concerns and potential conflicts.
• Advocate for clients in lease disputes, negotiating payment plans or other accommodations when necessary.
• Provide training on essential life skills like tenant rights, household maintenance, and conflict resolution.
• Connect clients with community resources for additional support, including mental health services, substance abuse treatment, and employment opportunities.
• The Housing Retention Specialist is required to collaborate effectively with other members of the client's care team to ensure that all client needs are adequately addressed.

Key Performance Indicators (KPIs):

• Must attempt to meet all clients in-person each month if client is unable-to-contact then there must be at least 3 modes of communication used in the effort to contact the client in the month (telephonic, electric or letter)
• Develop customized sustainability plans that include measurable goals, actionable steps, timelines, and objectives, and provide support in helping clients achieve their desired outcomes.
• Maintain detailed client records, including case notes, progress updates, and communication logs.
• The Housing Retention Specialist is required to collaborate effectively with other members of the client's care team to ensure that all client needs are adequately addressed.
• If a client is unresponsive after four unsuccessful attempts at contact through various methods—including electronic communication, phone calls, and written correspondence—the Housing Retention Specialist may proceed with disenrollment from services.

Expectations

• Prioritize individual and client health and safety.
• Be able to meet deadlines, performance expectations, and work under pressure.
• Communicate with tact and professionalism.
• Proficiency in Microsoft (Outlook, SharePoint, Teams and Calendar) .
• Set and maintain healthy boundaries with clients.
• Gain proficiency in reading and comprehending a lease agreement.
• Assist the client with the recertification process if they qualify for a housing opportunity with
• the public housing authority.
• Assist the client in ensuring timely payment of their monthly rent and coordinating their housing
• experiences effectively.
• Meet with clients in their places of residence in accordance with role expectations
• Demonstrate the ability to maintain confidentiality of client information and work-related
• information/materials
• Self-starter with excellent initiative and strong sense of urgency
• Ability to work independently and within a team environment
• Understanding of Housing Tenancy and Sustainability services
• Understanding of social service landscape and resources available to clients
• Passion and commitment to ending homelessness.
• Familiarity with principles of harm reduction, trauma informed, housing resources and health
• care delivery systems such as the California Department of Health Care Services (DHCS).

We uphold the values of Community, Action, Respect, and Empowerment in all
aspects of our work.
Community

• We lead with the vision of a strengthened and compassionate community for all. By embodying collective care, we serve as an example of what is possible when we come together.

Action

• Our “whatever it takes” mindset drives us forward. We take initiative, step in where others have stepped out, and create solutions when none exist.

Respect

• We deeply value the dignity and uniqueness of every individual we serve. We honor their stories, their journeys, and their right to be seen and heard.

Empowerment

• We heal—always. Our work enables clients to grow stronger in health, confidence, and belief in their potential as they move forward on their life journey.

Preferred Experience/Minimum Qualifications

Required:

• High School Diploma or equivalent.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint, OneDrive)
• Case management/housing navigation experience dealing with homeless populations or similar fields.
• Customer and client relation skills.
• Valid CA Driver’s License and eligibility for company vehicle insurance.
• Possession of a personal vehicle is required.

Preferred:

• Bilingual in English and Spanish.
• Bachelor’s Degree

Benefits

• Medical Insurance funded up to 91% by Illumination Foundation (Kaiser and Blue Shield), depending on the plan
• Dental and Vision Insurance
• Life, AD&D and LTD Insurance funded 100% by Illumination Foundation
• Employee Assistance Program
• Professional Development Reimbursement
• 401K with Company Matching
• 10 days vacation PTO/year
• 6 days sick PTO/year
• 10 days holiday PTO/year
• Potential eligibility for the Public Service Loan Forgiveness Program (PSFL) for federally qualified loans