Client Care Coordinator - Family Shelter

Job Description

Job Description

Client Care Coordinator (Family Shelter)

Location: Brooklyn, New York, NY Travel between sites required

Department: Health, Housing and Homelessness Solutions

Position Type: Status/Hours: Full-time, Monday – Friday (flexibility required for evenings, weekends, and on-call)

Reports To: Program Director

Salary Range: $70,000 - $70,000

The Client Care Coordinator (CCC) provides comprehensive, trauma-informed case management and coordination of services for families experiencing homelessness. The CCC works directly with families to assess their needs, develop individualized independent living plans, connect them with community resources, and facilitate a swift, stable transition to permanent housing. This role requires strict adherence to New York City Department of Homeless Services (DHS) regulations and facility guidelines.

Key Responsibilities

Case Management & Assessment

• Conduct intake assessments and psycho-social evaluations for arriving families to identify immediate needs, medical histories, employment status, and childcare requirements.

• Develop, monitor, and update Independent Living Plans (ILPs) bi-weekly, ensuring goals are measurable, time-bound, and focused on housing readiness.

• Maintain a dedicated caseload of families, conducting weekly face-to-face case management meetings to review progress and address barriers to permanent housing.

• Provide crisis intervention and mediation for families experiencing acute stress or conflict within the shelter.

Housing Placement & Advocacy

• Assist clients in navigating the NYC affordable housing market and applying for rental assistance vouchers (e.g., CityFHEPS, FHEPS, Section 8).

• Coordinate and accompany clients to housing viewings, lease signings, and public assistance appointments as needed.

• Collaborate with the shelter’s Housing Specialists to match families with appropriate permanent housing options.

• Advocate on behalf of clients with landlords, brokers, and HRA (Human Resources Administration) personnel to expedite the moving-out process.

Compliance & Documentation

• Maintain meticulous, up-to-date electronic and physical case files in strict compliance with DHS and organizational standards.

• Utilize the CARES (Client Tracking System) database daily to log case notes, upload documentation, update ILPs, and track client milestones.

• Prepare families for mandatory DHS audits and ensure all required compliance forms are signed and filed appropriately.

Community Referrals & Life Skills

• Refer clients to external providers for mental health counseling, substance abuse treatment, medical care, legal aid, and employment training.

• Facilitate or co-lead on-site workshops for residents focusing on budgeting, parenting, tenant rights, and life skills.

• Coordinate with the New York City Department of Education (DOE) to ensure school-aged children are enrolled in school and have access to transportation/busing.

• Education: Bachelor’s degree in Social Work, Psychology, Human Services, or a closely related field required. (Master’s Degree/MSW is a plus).

• Experience: Minimum of 1–2 years of case management experience, ideally within an NYC shelter system, transitional housing, or working with vulnerable families.

• Systems Knowledge: Strong familiarity with the NYC DHS CARES database is highly preferred. Knowledge of NYC housing vouchers (CityFHEPS) and HRA processes is critical.

• Core Skills:

  • Deep understanding of trauma-informed care and harm-reduction models.

  • Excellent written and verbal communication skills for case notes and advocacy.

  • Strong crisis-de-escalation and problem-solving abilities.

  • Ability to manage a fast-paced environment and prioritize tasks effectively.

• Language: Bilingual in English and Spanish (or another widely spoken language in NYC) is highly desirable.

• This position operates on-site within a residential family shelter environment.

• Must be comfortable walking up and down stairs and occasionally traveling via public transportation throughout the five boroughs for client advocacy or home visits.

• Flexibility to occasionally work evening or weekend hours depending on shelter coverage needs and crises.

BCS is an Equal Opportunity Employer. Auxiliary aids and services are available upon request to individuals with disabilities.