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GLIDEsf · 1 month ago

Supervising Case Manager

San Francisco

Full-time

Onsite

Mid, Senior Level

$75K/yr - $83K/yr

2+ years exp

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices and transforming lives. The Supervising Case Manager oversees a team of case managers, ensuring high-quality services for clients experiencing homelessness and supporting them towards stabilization and long-term well-being.

Child CareCommunitiesNon ProfitSocial Media

Responsibilities

Oversee a team of 2–8 Case Managers, manages shift operations across all San Francisco neighborhoods, oversees hotline functions, validates relocations and reunifications, and safeguards all client-related supplies, vouchers, tickets, and funds

Ensure high-quality mobile and on-site services that support clients experiencing homelessness toward stabilization and long-term well-being

Spearhead mobile and on-premises client outreach, intake, assessment, and low-threshold to intensive case management: develop and manage individualized care plans, coordinate resources and wrap-around services, transport clients to appointments, connect clients with shelter and housing, facilitate health, mental health, and substance use disorder treatment, arrange travel and transportation, and help clients reunite with family, support networks, and careers for long-term well-being and housing stabilization

Create, develop, and steward a caseload of approximately 50-60 clients at various stages of their journey toward housing stabilization and help approximately 8-10 people per month progress from homelessness toward housing stability

Support the Program Manager and Director by enforcing Journey Home’s mission, policies, protocols, and contract requirements

Oversee all aspects of an operational shift, ensuring strong staff supervision and effective resource and schedule management for 24/7 operations

Provide direct supervision, coaching, and performance management for 2–8 Case Managers to ensure high-quality, consistent services across all San Francisco neighborhoods

Lead case conferencing; review and approve case files, data entries, and required reports

Verify all relocations and reunifications for appropriateness, documentation, safety, and legitimacy

Model excellence in direct case management

Manage and safeguard all client supplies, vouchers, tickets, gift cards, and other valuables

Conduct daily inventories and weekly audits; report discrepancies immediately

Serve as primary asset control coordinator for an entire shift

Ensure team members are following strict asset control practices

Lead shift briefings, debriefs, and weekly team meetings

Identify and document training needs and support staff development

Oversee hotline response, triage, dispatch, and documentation

Train staff on SOP adherence and ensure team achievement of Key Performance Indicators (KPIs)

Ensure compliance with all fleet safety and operational protocols; serve as lead driver when needed

Build and maintain collaborative relationships with CBOs, SFPD, SFFD, EMS, hospitals, clinics, statewide partners, and GLIDE internal programs (Welcome Center, Safety, Ambassadors, etc.)

Conduct outreach and engagement with individuals experiencing or at risk of homelessness

Connect clients to shelter, housing, and wraparound services to achieve Journey Home KPIs

Ensure comprehensive documentation for 50–60 active clients per case manager, including intakes, assessments, notes, logs, engagements, referrals, and all required data

Submit accurate daily, weekly, and monthly reports on time in the required databases

Transport clients to appointments; arrange travel; and ensure all client resources are tracked, distributed, and managed with the highest ethical and fraud-prevention standards

Coach team members to do the same

Uphold all case management ethics, HIPAA rules, confidentiality protocols, and public communication guidelines, and train team members to do the same

Connect clients to the full range of GLIDE and community-based services

Collaborate with all GLIDE neighborhood engagement and street-crisis response programs, integrating services where appropriate

Build rapport with neighborhood groups

Develop outreach and educational materials and support leadership in coordinating special events that promote Journey Home and GLIDE services

Engage in ongoing professional development, supervision, team meetings, community meetings, and required trainings

Obtain jail clearance in San Francisco and other Bay Area counties to enter city and county jails to advocate on behalf of incarcerated clients; other clearances as necessary and approved by management to help support clients

Qualification

Case ManagementDe-escalationMotivational InterviewingCulturally Competent SupportData CollectionPublic SpeakingTeam LeadershipProfessionalismEmotional IntelligenceCommunication SkillsCollaborationSelf-regulation

Required

Bachelor's degree in social work, public health or, 2+ years providing outreach, navigation, and low-threshold to intensive case management services to high-risk populations, including expert knowledge of stabilization, shelter, housing, and substance use disorder treatment centers

Must have experience and training in de-escalation, motivational interviewing, overdose reversal, data collection and case notes

Experience providing street-based outreach services in urban settings and homeless encampments

Ability to read, write, collect data, and document case notes to the expected professional standards

Ability to establish and maintain effective collaborative relationships across Glide programs as well as with city agencies across San Francisco, the wider Bay Area, throughout California, and throughout the United States

Must be able to successfully engage clients in services and retention through the application of motivational interviewing, risk reduction counseling, and strengths-based counseling techniques

Must understand the social determinants of health and how they impact people experiencing homelessness, actively engaged in drug use, and proximate stressors

Must be able to provide culturally competent and trauma-informed support to diverse clients to help them achieve stability and self-sufficiency

Exceptionally strong communication and trust-building skills are required, including comfort and proficiency with public speaking (i.e. 1:1 interaction with clients and community, group education, street outreach, etc.)

Must have a valid California driver's license or the ability to acquire one within 60 days of hire

Must have auto insurance and a clean DMV record with the ability to drive GLIDE's Journey Home Service Van

California Peer-to-Peer Support Specialist certification, or the ability to acquire one within 60 days of hire

Preferred

California Community Health Worker Certification

Company

GLIDEsf

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives.

Founded in 1929

San Francisco, California, USA

51-200 employees