ESSENTIAL FUNCTIONSLeadership and Management
- Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff in accordance with THC policies and directives.
- Conduct regularly scheduled meetings, supervisions, onboarding, and trainings to motivate Support Services Managers and Case Managers for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
- Identify department training needs and assist with development, scheduling, and facilitating needed training.
- Ensure the staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
- Hold staff accountable for high levels of performance, teamwork, and quality customer service.
- Provide leadership, vision, and project direction that engender trust and respect.
- Participate in the leadership activities of the department's management team and play a broad leadership role for the department.
- Set expectations for and oversee the quality of case management services provided to tenants, including innovative approaches to work with hard-to-engage tenants.
- Participate actively in agency quality assurance activities including performance and outcomes review, case file review, customer satisfaction surveys, incident review, and improvement planning.
Administration and Operations
- Work with the department leadership to develop systems and procedures that improve the operations and services of the department, that foster program development, and that support the achievement of program objectives and outcomes.
- Partner and coordinate within the department and with other THC departments to meet objectives and ensure comprehensive services.
- Act as an advisor and decision-maker for logistical matters and case questions.
- Support and facilitate a cooperative teamwork-oriented relationship with Property Management (external and internal) and Housing Services staff.
- Monitor department compliance with contracts, including conducting regular file audits and monitoring client contact notes.
- Fulfill case management and management responsibilities when there are gaps in staffing.
- Monitor and approve financial expenditures for community events.
- Attend, participate in, and facilitate all meetings, as requested.
Support Services in Supportive Housing
- In conjunction with the Director of Support Services, direct and guide the overall delivery of support services in residential buildings in accordance with THC's Mission, Core Values, Customer Service Philosophy, and policies and procedures.
- Work closely with Support Services Managers/Case Managers to develop intervention and engagement strategies to ensure high quality, supportive, caring interactions with tenants.
- Work closely and collaboratively with the Property Management and Housing Services Departments to ensure consistent and comprehensive services to tenants.
- Work closely with the UCSF Behavioural Health Roving Team to ensure on-going best practices in collaborative case management provision with acute tenants.
- Review all pending eviction cases and provide recommendations on how to proceed.
- Provide oversight to the development and coordination of client services and community events provided by the Support Services Department.
- Provide crisis analysis and assist in the hospitalization of tenants when necessary.
- Facilitate regularly scheduled case conference meetings for Support Services team.
- Oversee an internship program, providing required supervision and completing all required documentation.
- Provide clinical supervision for assigned clinical personnel and other support staff. Supervision needs will be evaluated based on clinical experience and performance and may be weekly but not less than bi-weekly.
- Provide assessments/initiate application to determine the appropriateness of an involuntary detention of a client through 5150 criteria.
- Facilitate regularly scheduled case conference meetings for Support Services team.
- Oversee an internship program, providing required supervision and completing all required documentation.
- Facilitate Critical incident reviews and staff debriefings.
This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.ESSENTIAL QUALIFICATIONS- MA/MS degree in Social Work or related field required.
- LCSW required.
- Must complete an Involuntary Hold Training (5150/5250) that requires up to 8 hours for certification, sponsored by THC.
- Must have a minimum of 4 years of work in a non-profit that includes direct or indirect experience with multi-diagnosed, low-income, homeless, or formerly homeless adults.
- Must have a minimum of 2 years of proven leadership and hands-on experience training and managing staff and programmatic functions.
- Must have strong clinical assessment and crisis management skills.
- Must have a minimum of 2 years of experience in program management and administration skills.
- Must have a thorough working knowledge of Microsoft Office Suite.
- Must have an ability to produce and analyze reports and write business correspondence.
- Must have an ability to effectively present information and respond to questions from groups of managers, employees, clients, and the general public.
- Must have an ability to read, understand, apply language, and make independent decisions based on policies, governmental regulations, technical procedures, and contracts.
- Must have demonstrated analytical, critical thinking, and problem-solving skills.
- Must have conflict resolution experience.
- Must have demonstrated customer service skills.
- Must be a proactive self-starter with the ability to take initiative, develop action steps/goals, and follow through on action steps to goal completion.
- Must be able to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
- Must pass all post-contingency offer background checks, reference checks, and TB screening clearances[1].
- Must read, communicate orally, and write in English.
- Must have knowledge of San Francisco landlord-tenant law, terms of tenancy, general property management principles, and employment law.
- Must have an extensive working knowledge of San Francisco, state, and federal resources available to low-income persons.
- Must have a strong working knowledge of mental health and substance abuse issues.
- Must have a strong working knowledge of the Harm Reduction model in a supportive housing context.
REQUIRED BEHAVIORAL SKILLS & ABILITIES- Demonstrates passion, commitment, and behavior that are consistent with THC's Mission, Core Values, and Customer Service Philosophy.
- Demonstrates leadership qualities such as maintaining vision, expectations, and energy for positive improvement and results.
- Desires and has the ability to empower direct reports to achieve the agency's goals and carry out the Mission and Core Values of THC.
- Adapts well to change, and remains professional, respectful, and composed at all times.
- Must be mature, honest, dependable, and accountable.
- Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
- Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
- Works well independently, collaboratively, and as a team member.
- Follows instructions completely and asks for help and/or guidance from supervisors when needed.
- Has good time management skills and is punctual to work, THC meetings, and events.
- Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
- Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.
[1] Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with conviction and arrest records.
