Job Details

Support Services Manager

ABOUT US

Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is a vibrant and socially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services.

Are you seeking a new role that fully utilizes your talents and potential—while helping to make the world a better place? If so, please read on!

What are you passionate about?

At Hope Solutions—we envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility. Hope Solutions's mission is to heal the effects of poverty and homelessness by providing permanent housing and vital support services to highly vulnerable families and individuals.

Could our mission be your mission?

Learn more about us @ hopeSolutions.org

WHO WE ARE LOOKING FOR:

The Support Services Manager (SSM) plays a pivotal role, leading case management and desk clerk services for the El Portal Place program. They oversee a dedicated team to ensure consistent, trauma-informed resident services as well as 24/7 staff presence at the property. Collaborating with interdisciplinary teams, including but not limited to the Facilities Manager, Property Managers, and community partners, the SSM fosters stability and progress for individuals seeking housing support within the program. The ideal candidate combines adaptability and responsiveness to meet client needs while providing trauma-informed leadership.

At the heart of this role, the SSM leads and guides a dynamic and on-site case management and desk clerk team that delivers essential on-demand supportive services, including personalized service plan implementation, assessments tailored to individual client needs, promoting behavioral changes that enhance daily functioning and reduce mental health symptoms, linkages to medical, mental health, recovery, financial, and legal services, and fostering constructive relationships with property managers to prevent evictions, all of which contribute to overall housing success.

This role places a strong emphasis on maintaining quality assurance standards, aligned with the overarching goal of helping consumers secure and sustain permanent housing within the community. Collaborative relationships with key program stakeholders, such as the Health, Housing, and Homeless Department, and other community-based providers, solidify the SSM's transformative impact on individuals and the community at large.

Supervisory Responsibility: 1 Senior Case Manager, 3 Case Managers, 1 Lead Desk Clerk, 5 Desk Clerks working regular shifts, plus additional Per Diem Desk Clerks, including supervision and review to ensure adherence to program standards, staff development, and accountability.

Essential Job Functions

• Leadership Role:
  • Active participation and contribution to the Hope Solutions Management Team.
  • Cultivate and maintain successful relationships with key stakeholders and County leadership, including contract liaisons from each funder.
  • Represent Hope Solutions with community stakeholders, as assigned. May require evening meetings.
  • Assist with the planning and implementation of new programs when opportunities arise.
  • Provide timely and accurate reporting on program status, outcomes, and emerging issues to leadership, using a data-driven, trauma-informed and collaborative approach to support decision-making and continuous improvement.
  • Builds and maintains cross-functional partnerships, supporting internal and external collaboration to align programming with client and agency needs.
  • Provide on-site leadership presence during all weekday work hours, unless off-site meetings have been scheduled.
• Program Oversight:
  • Participate in/oversee comprehensive psychosocial, life skills, and financial assessments.
  • Assure the provision of supportive mental health interventions as needed, including mental health crisis management.
  • Ensure a trauma-informed approach to managing resident concerns and payment issues, partnering with support services staff to ensure additional support to residents as needed.
  • Provide case conferencing of client cases, strategize on the provision of services, review action/housing plans, and review service documentation.
  • Support direct reports to employ the overall Housing First philosophy and provide strength-based and trauma-informed services. Collaborate with the DPSS and Human Resources to identify and plan useful training for EPP staff.
  • Ensure/provide mediation and advocacy with staff on behalf of clients to assist with obtaining and/or maintaining housing.
  • Develop relationships on behalf of Hope Solutions with providers who may provide adjunct support to program efforts.
  • Ensure unit vacancies are filled within 45 days, and consistent communication is offered to consumers throughout their intake/application process and tenancy, including ensuring that new residents meet with their assigned Case Manager, have their needs assessed, and participate in completing an Action Plan within two weeks after move-in.
• Data Responsibilities:
  • Participate in/oversee comprehensive psychosocial, life skills, and financial assessments.
  • Ensure a trauma-informed approach to managing resident concerns and payment issues, partnering with support services staff to ensure additional support to residents as needed.
  • Provide case conferencing of client cases, strategize on the provision of services, review action/housing plans, and review service documentation.
  • Support direct reports to employ the overall Housing First philosophy and provide strength-based and trauma-informed services. Collaborate with the DPSS and Human Resources to identify and plan useful training for EPP staff.
  • Ensure/provide mediation and advocacy with staff on behalf of clients to assist with obtaining and/or maintaining housing.
  • Develop relationships on behalf of Hope Solutions with providers who may provide adjunct support to program efforts.
  • Ensure unit vacancies are filled within 45 days, and consistent communication is offered to consumers throughout their intake/application process and tenancy, including ensuring that new residents meet with their assigned Case Manager, have their needs assessed, and participate in completing an Action Plan within two weeks after move-in.
• Cultural Responsiveness:
  • Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.
  • Knowledge of and commitment to concepts and issues tied to social justice, diversity, equity, and inclusion and belonging.
  • Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility and authenticity, backgrounds, and goals.
  • Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.
• Organizational/Administrative Responsibilities:
  • Professionally represent Hope Solutions in all circumstances.
  • Comply with policies, procedures, standards of practice, and outcome requirements for the program.
  • Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on clients' behalf, and assuring consumer safety.
  • Comply with all local, state, and federal regulations as well as with Hope Solutions policies and procedures.
  • Maintain knowledge of and compliance with Fair Housing regulations.
  • Assist with distributing client satisfaction/feedback surveys for all clients served.
  • Attend all required meetings, including but not limited to Hope Solutions staff, individual supervision, consumer case conferences, and linkage meetings with other agencies.
  • Complete required administrative paperwork and reports in a timely and accurate manner.
  • On-call, after-hours, and backup work for other team members may be required.
  • Perform all other duties and responsibilities as assigned.

Position Qualifications

• Passion for and demonstrated experience successfully working with vulnerable populations, especially homeless families or individuals with mental disabilities.
• Knowledge of and belief in “Housing First” philosophy and strategies.
• Minimum of four years of experience in a human services field and/or in supportive housing/property management, preferably with housing retention barriers such as substance abuse, mental health, and/or income challenges.
• B.A. Degree in a field applicable to Hope Solutions social services and/or property management duties.
• Knowledge of Fair Housing law and its application.
• Experience providing high-quality program management and staff supervision/oversight preferred.
• Extensive knowledge of Contra Costa housing resources/real estate and HIPAA/HITECH laws is a plus.
• Bi-lingual in English/Spanish is a plus.
• Outstanding written and verbal communication skills.
• Computer proficiency in the use of Microsoft and database applications.
• Must have an operational vehicle, auto insurance, valid California driver's license, and be willing to drive for work.
• Must pass LiveScan screening and TB test.
• Salary contingent upon skill and experience.

Physical Qualifications

• The person in this position may make home visits to consumers who live in second or third-floor apartments (without elevators) and will need to be able to climb stairs.
• May accompany consumers on walks to local resources (grocery store, childcare, parks) up to ½ mile in distance.
• Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails.
• Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing.
• Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files, holiday gifts, and food donations.
• Ability to drive an automobile and transport oneself and consumers to appointments or meet at consumer homes, including driving at night.

Compensation & Benefits

• Flexible, dynamic work environment.
• 100% premium paid for employee Kaiser health and dental care.
• Matched 403b retirement savings.
• 11 paid holidays, plus 3 floating holidays.
• Ability to accrue 2-4 weeks' vacation depending on tenure.
• Life insurance and Employee Assistance Program.

We are an equal-opportunity employer. If you're a good fit, we want to meet you!

Please be advised that we are unable to provide sponsorship for this position. The nature of the work at Hope Solutions does not qualify us to support sponsorship. Only candidates authorized to work in the USA without the need for sponsorship will be considered.

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