HOUSING CASE MANAGER

ESSENTIAL JOB RESPONSIBILITIES

Housing Case Manager

Conduct comprehensive interviews and complete intake assessments to determine eligibility for Day 1 Family

Fund programs and local housing resources, identifying both short-term and long-term housing needs.

Administer standardized assessments, including PRAPARE, to evaluate social determinants of health and service needs.

Collaborate with Coordinated Entry (Miami-Dade and Broward), external referral partners, and internal case managers across programs to ensure coordinated access to housing resources, integrated service delivery, and consistent support for family programming.

Create individualized housing plans and provide ongoing, family-centered case management focused on housing stability, employment, education, budgeting, health, and child well-being.

Work closely with the Housing Navigator and Inspector to secure housing placements, monitor tenancy, advocate for participants, and ensure units meet habitable living standards.

Advocate for participants to access public benefits, community resources, and supportive services; assist families with enrollment in eligible benefits.

Coordinate referrals for emergency hotel placement, employment training, and employment placement services to support family stabilization.

Teach practical life skills, including household organization, basic safety, routine home maintenance, and financial management such as budgeting, bill payment, and banking.

Maintain active communication with community service providers and participate in case staffing, planning meetings, and service coordination activities.

Maintain accurate, complete, and up-to-date client files in NextGen and HMIS in accordance with program and agency standards.

Prepare reports, documentation, and required paperwork in alignment with established guidelines.

Support billing and compliance through timely, concurrent documentation of services and activities across required data systems.

Maintain an active caseload assigned by management and act as a liaison to ensure families are appropriately referred to internal and external services.

Implement trauma-informed care and family-centered best practices in all interactions.

Perform additional duties as assigned to support program operations and family stability.

Service Planning and Documentation:

Conduct targeted housing outreach and build relationships with community partners, landlords, and service providers to expand supportive services and housing opportunities for families experiencing homelessness.

Assist families with completing and submitting housing applications, including referrals for Rapid Re-Housing, Permanent Supportive Housing, and other subsidized or unsubsidized housing opportunities through Coordinated Entry in HMIS.

Develop, implement, and monitor individualized service and housing plans, ensuring families receive coordinated medical, social, and community-based support throughout the stabilization process.

Accurately input, update, and maintain client information in NextGen, HMIS, and other required data systems in accordance with agency and program standards.

Supports billing and compliance requirements through concurrent documentation of services provided and budget activities, including reconciliation across systems such as PCIS, web-based platforms, HMIS, Provide Enterprise, NextGen, and client electronic health records.

Other

Participates in agency developmental activities as requested.

Participates in staff training sessions within the timeframes specified and as required by the agency and the funding source.

Other duties as assigned

Community Involvement

Participates in agency developmental activities as requested.

Other duties as assigned.

Safety

Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.

Understands and appropriately acts upon the assigned role in Emergency Code System.

Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Culture of Service: 3 C’s

Compassion

Greets internal or external customers (i.e., patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.

Listen to the internal or external customer (i.e., patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.

Competency

Provides services required by following established protocols and when needed, provides additional help to answer questions to ensure appropriate services are delivered.

Commitment

Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed.

Prioritizing internal or external customer (i.e., patient, client, staff, vendor) requests to ensure a prompt and effective response is provided.

Safety

Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.

Understands and appropriately acts upon the assigned role in Emergency Code System.

Understands and performs assigned roles in the organization’s Continuity of Operations Plan (COOP).

Physical Requirements

This work requires the following physical activities: constant sitting, walking, and hearing, talking in person and talking on the phone. Occasional driving stretching/reaching and standing are required. Work is usually performed in an office setting.

Travel Requirements and Details

Reliable personal transportation is required to conduct field-based outreach and client support activities.

Regular travel to client homes, shelters, hotels, community locations, and public spaces is expected as part of outreach and housing navigation duties.

Occasional travel to airports or other designated locations may be required to support family reunification or placement needs.

Education:

Bachelor’s Degree is required (in social related field such as psychology or social work)

Work Experience:

The ideal candidate must have extensive experience providing intensive case management to families experiencing homelessness, with a deep understanding of the complex barriers that impact housing stability and long-term self-sufficiency. They are skilled in delivering family-centered, trauma-informed services and in working effectively with diverse, multicultural populations. The candidate should be knowledgeable about community resources, financial assistance programs, and supportive services that promote economic mobility and independence. Experience with key housing and homelessness programs—including EHE, HOPWA, Rapid Re-Housing, Permanent Supportive Housing, and Federally Qualified Health Center (FQHC) programs—is essential to effectively guide families through housing systems, strengthen self-sufficiency, and support long-term housing stability.

Skills

Strong customer service orientation with the ability to support families in crisis

Critical thinking and problem-solving abilities for navigating complex housing barriers

Effective planning, prioritization, and organizational skills to manage a dynamic caseload

Clear, professional written communication for case notes, service plans, and documentation

Strong verbal communication skills for client engagement, advocacy, and collaboration

Bilingual proficiency preferred (English & Spanish or English & Creole)

Excellent interpersonal skills and the ability to build rapport with families, landlords, and community partners

Motivations

Driven by the opportunity to make a meaningful impact on families experiencing homelessness

Motivated by achieving goals, meeting deadlines, and supporting families toward self-sufficiency

Values professional growth, continuous learning, and development within the housing and social services field

Appreciates collaborative success, peer recognition, and contributing to a mission-focused team

Motivated by financial stability and long-term career advancement

Thrives in flexible, fast-paced, and evolving work environments

Self-starter with the ability to work independently, proactively, and with strong follow-through

Behaviors

Dedicated, mission-focused, and committed to supporting families with dignity and respect

Detail-oriented with strong follow-through in documentation, service planning, and client support

Collaborative team player who contributes to integrated service delivery

Innovative and solution-focused when addressing housing barriers and service needs

Demonstrates leadership when guiding families, coordinating services, and advocating for resources

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