Manager, Case Management Services

Job Description

Job Description:\n\nCovenant House California (CHC) is a nonprofit organization that provides sanctuary and support for youth overcoming homelessness, ages 18-24. CHC believes that no young person deserves to be homeless; that every young person in California deserves housing, food, clothing, education, and most importantly, to be loved. CHC provides a full continuum of services to meet the physical, emotional, educational, vocational, and spiritual well-being of young people.\nCHC’s doors are open to youth and staff regardless of their race, religion, sexual orientation, gender identity, or gender expression. We believe that youth and team members deserve to be in an environment that is inclusive and affirming; where everyone is treated with dignity and respect and valued and appreciated for who they are. Maintaining a diverse community of youth and staff is key to our ability to achieve our mission most effectively. We are also committed to being a leader in advancing anti-racism, and to promoting opportunities for the free expression of the lived experiences of our youth and staff.\nWe are looking for people who, like us, believe that every young person deserves a place to belong. We think it takes all kinds of people to create diverse solutions to end youth homelessness, and we are on a committed journey to build an inclusive and equitable work culture that brings out the best in everyone. In our Oakland location, which has been operating since 2005, we offer a full continuum of housing and support services to young people. Our program is continuing to grow and will be adding 20 new beds for young people over the next year.\nAs this position provides direct care to young people that are 18-24 years old, we require that applicants are at least 25 years old.\nCovenant House California offers an excellent benefits package, (most benefits effective date of hire), including medical, vision, dental, an EAP program, 403b retirement account, and a generous vacation package.\n\nPOSITION SUMMARY:\nReporting directly to the Director of Oakland Programs, the Manager of Case Management Services oversees Covenant House California's Case Management team, including Residential Case Management for Safe Haven (SH), Rights of Passage (ROP), Supportive Apartment Program (SAP), and Rapid Re-Housing (RRH). This position supervises a multidisciplinary team of approximately seven Case Managers supporting youth across four housing programs, including both onsite and scattered-site housing throughout Alameda County. The Manager ensures the delivery of high quality, trauma informed, strengths-based case management services that promote housing stability, permanent housing outcomes, and youth well-being. This position provides reflective supervision, coaching, and professional development while reinforcing Covenant House California's philosophy of Unconditional Love, absolute respect and Loving Accountability. The Manager supports staff through complex situations by challenging assumptions, encouraging critical thinking, promoting resilience, and ensuring youth receive individualized, youth centered services.\n\nAs a member of the Oakland Leadership Team, the Manager partners closely with Residential Managers, the Manager of Coordinated Entry Services, Quality Assurance, Finance, and community partners to ensure seamless transitions between programs, exceptional service delivery, strong documentation practices, and compliance with agency standards and contractual requirements.\n\nESSENTIAL FUNCTIONS\nLeadership & Staff Development\n• Hire, supervise, schedule, coach, evaluate, train, and support Residential, Supportive Apartment Program, and Rapid Re-Housing Case Managers.\n• Provide reflective supervision that promotes critical thinking, professional growth, accountability, and resilience among staff.\n• Model and reinforce Covenant House California's philosophy of Unconditional Love and Loving Accountability through coaching, mentorship, and supervision.\n• Support Case Managers through challenging youth situations by encouraging creative problem solving, strengths-based practice, and trauma informed engagement.\n• Coach staff through compassion fatigue, secondary trauma, burnout, and workplace challenges while fostering wellness, retention, and professional growth.\n• Facilitate individual supervision, team meetings, case conferencing, and ongoing professional development.\n• Work collaboratively with Human Resources regarding recruitment, onboarding, performance management, corrective action, and employee relations.\n• Assist in setting and coordinating weekly/monthly staff schedules to ensure appropriate. Monitor daily schedules to ensure that staff take compliant rest and meal breaks.\n• Monitor and review staff time off requests and timesheet submissions to ensure accuracy, completeness, and compliance ahead of timely bi-weekly submissions.\n• Provide emergency back-up staff coverage as needed during staffing shortages or during crisis situations.\n• Participate as a member of the Oakland Leadership Team, relevant trainings, special projects, and the regional Administrative On Call rotation.\n• Stay up to date on all required training and guidelines as assigned by Covenant House International, Covenant House California, and local, state, and federal entities.\n\nProgram Oversight\n• Oversee all case management services provided within Safe Haven, Rights of Passage, the Supportive Apartment Program (SAP), and Rapid Re-Housing (RRH).\n• Ensure youth receive individualized, strengths based case management focused on housing stability, goal achievement, and successful program completion.\n• Monitor the quality and consistency of case management services across all housing programs.\n• Ensure Success Plans, assessments, referrals, case notes, and required documentation are completed accurately and within required timelines.\n• Collaborate with Residential Managers to ensure coordinated service delivery and successful transitions throughout residential programming.\n• Partner closely with the Manager of Coordinated Entry Services to support smooth transitions from Coordinated Entry into residential and housing programs.\n• Support staff in coordinating housing placements, move ins, landlord communication, housing retention strategies, and positive program exits.\n• Ensure youth are connected to healthcare, behavioral health, employment, education, benefits, legal services, and other community resources that support long term stability.\nPractice Leadership\n• Promote consistent implementation of trauma informed, culturally responsive, youth centered case management practices.\n• Observe case management sessions and provide direct coaching and feedback.\n• Encourage staff to utilize motivational interviewing, stages of change, harm reduction, restorative practices, and positive youth development principles.\n• Foster a culture of curiosity, accountability, continuous learning, and professional growth.\n• Challenge staff thinking while maintaining a supportive environment that encourages innovation, ownership, and excellent service delivery.\nData, Compliance & Quality Assurance\n• Develop a strong understanding of program performance data and use data to guide supervision, improve outcomes, and identify trends.\n• Monitor HMIS, ETO, and other required documentation to ensure accuracy, quality, timeliness, and compliance.\n• Hold Case Managers accountable for timely completion of assessments, Success Plans, case notes, referrals, housing documentation, and contractual requirements.\n• Partner closely with the Quality Assurance Department to prepare for audits, monitoring visits, contract reviews, and program evaluations.\n• Lead corrective action planning related to documentation, compliance, and performance expectations.\n• Analyze housing outcomes and performance metrics to identify opportunities for continuous improvement.\n• Support grant reporting, contract compliance, budget monitoring, and program evaluation efforts.\n• Collaborate with Finance, Quality Assurance, Development, and Leadership on reporting requirements, audits, and agency initiatives.\nCommunity Partnerships\n• Develop and maintain collaborative relationships with housing providers, landlords, County departments, behavioral health providers, schools, employment programs, and community organizations.\n• Represent Covenant House California at community meetings, collaborative initiatives, case conferencing, and other partnership opportunities.\n• Promote relationships that improve housing opportunities and long-term outcomes for youth.\nOther Duties\n• Perform duties as assigned by the Director of Oakland Programs (or delegate) to meet the needs of youth, support program goals and outcomes for youth, and to ensure adherence to the program expectations. This includes, but is not limited to:\n\n \n Ensuring the cleanliness and safety of the living environment\n \n Providing crisis intervention, as necessary.\n \n Providing back up support and coverage for other direct care positions (e.g. Residential Services, Wellness Center, etc.) at primary and/or nearby sites.\n\nJOB REQUIREMENTS:\nEDUCATION: High School Diploma required. Associate's or Bachelor's degree in a social services, human services or related field of study (e.g. public health, sociology, psychology, social work) from an accredited college or university preferred.\nEXPERIENCE: Minimum one (1) year case management working with youth and young adults who have experienced homelessness, trafficking, those that have been in foster care or juvenile justice systems, other populations and/or experience in the homeless services provide network. Demonstrated expertise in trauma-informed, culturally responsive practice and harm reduction frameworks. Minimum of one (1) year case management experience. Minimum of two (2) years of management, supervisory, or coordination experience working within a residential, shelter, Coordinated Entry, case management, or other human services setting. Coordinated Entry, HMIS, and housing navigation experience preferred.\nKNOWLEDGE: Knowledge of positive youth development, evidence-based practices of harm reduction, housing first, and trauma informed care, restorative practices, and be familiar with approaches to crisis intervention and de-escalation. Knowledge of housing navigation, coordinated entry, housing first principles, HMIS, HUD, RHY, and community resources available throughout Alameda County. Awareness and sensitivity to the needs of youth experiencing homelessness and human trafficking. Must be a self-starter and team player with the ability to work with other staff. Must have good organizational skills and the ability to communicate with members, clients, vendors, and the public. Communication with and about youth must reflect a “strength based” and “trauma informed” approach.\nSKILLS & CERTIFICATIONS: Possession or ability to obtain and maintain valid CPR/First Aid certification, CPI, and guard card credentials. Excellent leadership, organizational, and interpersonal skills. Strong written and verbal communication skills with the ability to effectively communicate with staff members, clients / young people, vendors, stakeholders and the public. Communication with and about youth must reflect a “strength based” and “trauma informed” approach. Ability to supervise staff effectively, manage multiple priorities, build collaborative relationships across systems, and exercise appropriate authority when needed and good judgment in crisis situations. Bilingual Spanish speaker highly preferred. Bilingual English/Spanish preferred.\nWORKING CONDITIONS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Facility consists of both general business office environments and communal residential shelter environments. Must be able to bend, sit and stand, and walk for prolonged periods of time on a daily basis. Requires the ability to navigate stairs to perform essential duties. Additionally, while performing the duties of this job, the employee may occasionally be required to regularly work in outside weather conditions. Must be able to lift up to 40 lbs. on occasion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The Manager is expected to physically support services delivered through the Oakland Wellness Center, Hayward programs, and community-based locations throughout Alameda County where the work conditions can vary.\nTRANSPORTATION / DRIVING REQUIREMENTS: Employees in this position must possess and maintain a valid California Driver’s License and an acceptable driving record. Driving is an essential function of this role and includes transporting clients using company vehicles, which may include 8–10 passenger vans. As a condition of employment, employees assigned driving responsibilities must provide proof of a valid driver’s license and a satisfactory Department of Motor Vehicles (DMV) driving record. If an employee is required to use a personal vehicle for work-related travel, including attending off-site meetings or appointments with clients or staff, the employee must maintain and provide proof of valid automobile insurance in accordance with applicable law and company policy.\nSCHEDULE: This position is Full-Time (minimum 40 hours/week), in-person role. One weekend workday will be required and flexibility to work some late evenings, additional weekend hours, or holiday work may be required to support 24/7 shelter operations, emergency coverage requirements, attend trainings, and/or support special events.\nSUPERVISORY DUTIES: Provide direct supervision, coaching, scheduling, training, evaluation, and performance management to Coordinated Entry staff and other positions assigned to the Coordinated Entry and Housing Resource Center department. Participation in the regional on-call management rotation schedule. The on-call is responsible for providing on-call coverage and crisis support for the shifts assigned to them on the rotation schedule.\nEQUIPMENT USED: Computers including Microsoft Office, HMIS, ETO, email, internet applications, handheld two-way radios, telephones, printers, scanners, and other office equipment used on a regular basis.\nDepartment: Oakland Residential Programs\nLocations: Primary Oakland, Hayward and community-based locations throughout Alameda County\n\nCovenant House California is an Equal Opportunity Employer.