Care Coordinator

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organization's programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Housing Services Overview - A Unique Opportunity

Five Keys Housing Services aims to provide a warm, thriving community of support and services tailored to the unique needs of unhoused individuals at our various sites. Our goals are to provide outstanding customer service to our guests; excellent training and support to our staff; and ensure a safe, welcoming and clean environment for each of our guests to call home as long as they are with us. Our housing sites are unique in their approach to our clients, emphasizing low barriers to entry and a flexible approach to rules and requirements. Our goal is to support people who are often unsuccessful in traditional shelter or housing settings.


Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it's really like to join our agency...

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We've made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer affordable medical, dental, and vision insurance, along with generous paid time off. Employees may participate in pre-tax flexible spending accounts and a 403(b) retirement plan. We provide annual reimbursements of up to $100 for gym memberships, smoking cessation programs, and weight loss programs, as well as up to $50 per year for athletic event participation and massages. Additional company-paid benefits include access to a wellness app, wellness coaches, and an Employee Assistance Program for employees and their dependents

JOB SUMMARY

The Care Coordinator position reports to their assigned Care Coordination Supervisor and the Assistant Director Care Coordination and is accountable for providing comprehensive case management and supportive services to guests in Five Keys interim housing. Care Coordinators conduct participant assessments, develop individualized service plans, and connect guests to appropriate internal and external resources to support stability, well-being, and progression toward permanent housing.


The primary objective of the Care Coordinator is to empower guests to overcome barriers, build self-sufficiency, and achieve positive housing outcomes. In addition, Care Coordinators collaborate closely with partner agencies to ensure smooth transitions as guests exit interim housing into permanent housing, treatment programs, or other appropriate placements, including providing follow-up aftercare support when needed.
We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. If this is the right job for you, you are a self-starter who is able to work independently with minimal supervision, effectively manage competing responsibilities, and deliver high-quality, compassionate services in a fast-paced environment.

This posting will be used to fill open positions at multiple sites in San Francisco County.

JOB DUTIES AND RESPONSIBILITIES

• Conduct thorough assessments of guest's needs, strengths, and challenges
• Develop individualized care plans in partnership with guests, community partners, and service providers to address both immediate and long-term needs, including housing, employment, healthcare, and social supports
• Connect guests with appropriate resources and services, including housing programs, mental health services, substance use treatment, job training, and legal assistance
• Advocate for guests' rights and their needs within the shelter and the broader community by coordinating with social service agencies, government entities, and community organizations
• Provide immediate support and intervention during crisis situations, including mental health crises, substance abuse relapses, domestic violence incidents, or medical emergencies
• On an ongoing basis, monitor guests' progress, update care plans as needed, document interactions
• Ensure records are accurate and up-to-date in compliance with organizational policies and ethical standards
• Work with social service agencies, government entities, and community organizations to identify housing option for guests
• Provide follow-up support services for one month after guests are successfully housed to ensure a smooth transition
• Collaborate and communicate with other case managers, shelter staff, and external service providers to ensure coordinated and holistic care for guests
• Provide guidance, support, and oversight to interns or volunteers assigned to the site
• Share relevant information and new resources with guests and staff to enhance service delivery
• Advocate on behalf of guests regarding housing placement issues, benefits access, and connections with external agencies
• Maintain strict confidentiality and take all precautions when handling guests' sensitive information
• Adhere to all policies and procedures of Five Keys Housing, social service agencies, government entities, and community partners
• Establish and maintain a positive working relationship with employees, volunteers, guests, other agencies and service providers
• Attend all assigned internal and external meetings
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Strong knowledge and understanding of homelessness issues, social services, and community resources
• Solid understanding of principles of trauma-informed care, cultural competency, and client-centered approaches
• Highly proficient in the use of Homeless Management Information System (HMIS)
• Excellent decision-making and leadership skills, with the ability to effectively resolve complex issues
• Strong problem solving skill and the ability to identify guest needs, navigate resources, and address barriers
• Strong organizational and time management skills to handle caseloads, maintain documentation, and meet deadlines
• Excellent interpersonal and communication skills with the ability to establish rapport, actively listen, and effectively communicate with guests, colleagues, and external stakeholders.
• Highly proficient in documentation, record-keeping, and contributing to the development and maintenance of comprehensive guest files and reports
• Proficient in crisis intervention techniques with the ability to assess situations and implement effective responses
• Ability to demonstrate professionalism, respect, integrity in interactions with guests, staff, and external agencies
• Ability to demonstrate cultural sensitivity while working with individuals facing substance use disorder and/or mental health challenges, including PTSD, psychosis, schizophrenia, borderline behaviors, and bipolar disorder
• Ability to utilize software and systems necessary for efficient service delivery and documentation
• Proficiency in Zoom, Microsoft Office, Google Suite,and databases
• Able to maintain strict confidentiality and take all precautions when handling sensitive information

EDUCATION AND WORK EXPERIENCE

• Bachelor's degree in Social Work, Psychology, Counseling, or a related field, or an equivalent combination of education and relevant experience required
• Minimum two years of care coordination/case management experience
• Minimum of two years of paid work experience supporting unhoused populations with multiple disabilities in homeless shelters or other community organizations

EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent required
• Bachelor's degree in Social Work, Psychology, Counseling, or a related field, or an equivalent combination of education and relevant experience preferred
• Minimum two years of care coordination/case management experience
• Minimum of two years of paid work experience supporting unhoused populations with multiple disabilities
• Demonstrated experience and cultural sensitivity in working with individuals facing substance use disorder and/or mental health challenges, including PTSD, psychosis, schizophrenia, borderline behaviors, bipolar disorder, and others

PHYSICAL REQUIREMENTS

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Occasional reaching with hands and arms
• Travel to multiple sites required
• Frequent and prolonged standing, walking, and sitting
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities

ADDITIONAL REQUIREMENTS

This position is contingent upon:

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT

• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in high-crisis environments

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency-wide (i.e., charter schools, housing services, programs, transitional employment, nonprofit administration, etc).