Case Manager II Eddy Street Apartments

Position: Case Manager II

Program: Eddy Street Apartments

Location: Tenderloin, San Francisco

Reports To: Deputy Director of Housing Support Services

Status: Non-Exempt, Union

Schedule: 9am-5pm, M-F

Wage: $30.44/hour

Community Forward SF is a collection of vital programs that ensures our neighbors experiencing

homelessness have effective services designed for their unique needs. Whether one needs

housing, medical shelter, a safe place to recover, or calm in the face of domestic violence – we care

for those most vulnerable in our community. We are not just one program. We are a network of

programs designed to work together to meet every stage of need. We focus on the

hardest-to-reach, most vulnerable people: Women, Medical Crisis, Substance Use Disorder, and

Older Adults. Our programs meet the needs of people, rather than demanding that people meet

the needs of our programs.

SUMMARY

Community Forward SF is hiring a Case Manager II. The Case Manager II primarily supports

women living with HIV who participate in an approximately 18-month transitional housing

program designed to support stability, health, and transition to permanent housing. The position

also provides case management and housing stabilization support to permanent supportive

housing (PSH) residents at Eddy Street Apartments.

The Case Manager partners with residents to identify strengths, needs, and self-defined goals and

provides person-centered support to promote health, housing stability, safety, and

self-determination. Services include case management assessment and service planning,

therapeutic engagement, housing stabilization and transition support, advocacy, benefits

assistance, care coordination, systems navigation, information and education, referrals, and

connection to community-based resources and providers.

We are looking for an experienced Case Manager with strong behavioral health knowledge,

excellent engagement and crisis de-escalation skills, and experience supporting adults with

complex needs. The Case Manager builds collaborative relationships with residents, supports

resident-identified goals, helps residents navigate housing, health care, behavioral health, benefits,

and other systems, and recognizes when additional behavioral health, medical, crisis, or other

specialized support is needed.

ESSENTIAL JOB FUNCTIONS:

● Establish and maintain a primary caseload of women living with HIV participating in the

transitional housing program and provide case management and housing stabilization

support to PSH residents as assigned.

● Build collaborative, trauma-informed relationships with residents using therapeutic

engagement strategies that support trust, autonomy, self-determination, and progress

toward resident-identified goals.

● Conduct intakes and case management assessments to identify resident strengths, needs,

priorities, resources, and self-identified goals, and orient new residents to their housing

program, program expectations, available services, staff, and community resources.

● Meet regularly with residents to collaboratively develop, implement, and update Individual

Service Plans (ISPs) based on case management assessment and centered on

resident-identified goals, strengths, needs, individual timelines, and personal choices.

● Support transitional housing participants in identifying and working toward goals related

to HIV and other health care, behavioral health, benefits, income, community connection,

housing readiness, and transition to permanent housing.

● Support residents living with HIV in accessing and remaining engaged with HIV care and

treatment by identifying and addressing barriers such as transportation, scheduling,

benefits, stigma, and systems navigation and by coordinating with outside providers as

appropriate.

● Support PSH residents with housing retention and stabilization, including identifying and

addressing barriers that may affect successful tenancy and connecting residents with

appropriate resources and services.

● Respond to crises with a calm, grounded presence; identify immediate safety concerns, use

appropriate de-escalation strategies, follow established safety and crisis-response

protocols, and engage supervisors, behavioral health providers, mobile crisis services,

emergency services, or other appropriate resources when additional intervention is

needed.

● Recognize observable changes in behavior, functioning, or well-being that may indicate

increased behavioral health, substance use, medical, interpersonal violence, or other

safety concerns; respond within the Case Manager role, communicate concerns through

established channels, and support connection to appropriate services.

● Support residents in accessing and remaining connected to psychiatric, behavioral health,

substance use, medical, and other health care services, including assistance with referrals,

scheduling, transportation, communication with providers, and other barriers to care.

● Coordinate with outside health, behavioral health, housing, benefits, and other service

providers when appropriate and authorized by the resident, including facilitating warm

handoffs and supporting continuity of care.

● Maintain appropriate releases of information and protect resident privacy and

confidentiality, including heightened confidentiality requirements related to HIV and other

health information.

● Support residents in accessing and maintaining benefits, income, health insurance, housing

resources, and other services that contribute to stability and resident-identified goals.

● Support transitional housing participants with housing referrals and preparation for

permanent housing, including obtaining and maintaining identification and other necessary

housing documentation and coordinating transitions and warm handoffs to permanent

housing and ongoing services.

● Support PSH residents in maintaining stable tenancy, navigating housing-related systems

and requirements, and addressing concerns that may affect housing stability, within the

scope of the Case Manager role.

● Plan, facilitate, or co-facilitate resident support groups, skill-building sessions, or

community activities consistent with the Case Manager role.

● Assist residents in identifying and developing external support networks and community

connections.

● Write clear, objective, timely, and strength-based case notes and complete required

documentation in accordance with agency guidelines, contract requirements, and

applicable database standards.

● Maintain resident files and associated documentation with accuracy and appropriate

privacy protections.

● Participate in weekly clinical case management supervision focused on strengthening

trauma-informed and therapeutic engagement, professional boundaries, and effective case

management responses to complex resident needs.

● Coordinate regularly with teammates, supervisors, outside providers, housing partners,

and community-based services as appropriate.

● Maintain professional boundaries and follow established safety protocols while providing

services rooted in dignity, respect, choice, and trust.

● Practice self-awareness, appropriate professional boundaries, and proactive

stress-management strategies while working in a dynamic residential environment.

● Participate in required trainings, team meetings, supervision, and other program activities.

● Perform other duties as assigned consistent with the general scope of the position.

BACKGROUND & EXPERIENCE

● Bachelor’s degree or equivalent combination of education and relevant work experience.

● At least two years of case management experience supporting adults with complex needs,

such as serious mental health conditions, co-occurring substance use, chronic health

conditions, HIV, and housing instability; experience in transitional housing, permanent

supportive housing, residential services, behavioral health, HIV services, or similar settings

preferred.

● Strong working knowledge of behavioral health, including common mental health

symptoms, co-occurring substance use, overdose risk and prevention, and the ways

behavioral health needs may affect functioning, engagement, and housing stability.

● Demonstrated skill in trauma-informed and therapeutic engagement while maintaining

appropriate professional boundaries and the scope of the Case Manager role.

● Demonstrated crisis-response and de-escalation skills, including the ability to identify

immediate safety concerns, follow established protocols, and exercise sound judgment

about when to involve supervisors, behavioral health providers, mobile crisis teams,

emergency services, or other appropriate resources.

● Experience conducting case management assessments and collaboratively developing

service plans based on individual strengths, needs, priorities, and self-identified goals.

● Knowledge of HIV care and the practical, social, and systemic barriers that may affect

consistent engagement in care and treatment.

● Understanding of homelessness, trauma, DV/IPV, harm reduction, neurodiversity,

cognitive impairment, LGBTQIA+ communities, and systems of oppression.

● Understanding of trauma-informed practice, person-centered support, and cultural

humility, including stigma-free, affirming support for women living with HIV and for

cisgender and transgender women.

● Understanding of the role and boundaries of case management, including when resident

needs require connection to clinical, medical, crisis, or other specialized services.

● Knowledge of confidentiality requirements for health information, including HIV-related

information.

● Experience coordinating effectively with healthcare, behavioral health, housing, benefits,

and other community-based providers.

● Demonstrated ability to maintain a calm, grounded presence during high-stress situations

and practice compassionate conflict de-escalation.

● Effective written and verbal communication skills.

● Strong organizational, documentation, and time-management skills.

● Comfort with technology, including MS Office, Google Suite, and applicable city databases

such as ONE.

● Knowledge of San Francisco and Bay Area resources.

● Ability to work both independently and collaboratively as part of a team.

● CPR and First Aid certification within 90 days of hire.

● TB clearance within 7 days of hire.

PREFERRED QUALIFICATIONS

● Multicultural and/or multilingual.

● 40-hour Domestic Violence Advocate certification.

● Training in crisis intervention, de-escalation, suicide prevention or suicide-risk

identification, such as Mental Health First Aid or Nonviolent Crisis Intervention.

● Experience supporting women living with HIV.

● Experience working in transitional housing and/or permanent supportive housing.

● Lived experience with homelessness, recovery, or systems of oppression.

● Strong self-awareness, cultural humility, and commitment to reflective practice.

● Excellent organizational and administrative skills.

● Knowledge of San Francisco community resources and neighborhoods, including the

Coordinated Entry system.

PHYSICAL

REQUIREMENTS

● Active Milieu: Supportive housing environments are dynamic. Candidates should feel

comfortable navigating an active environment where unexpected resident interactions,

varied noise levels, and changing day-to-day priorities occur.

● Physical Mobility: Ability to move through multi-story residential buildings (commonly

including stairs), walk between program locations, and accompany residents out in the

community.

● Standard Tasks: Ability to sit and use standard computer equipment (keyboard, visual

display terminal) for extended periods to complete documentation. Finger, hand, and wrist

agility.

● Ability to stand and walk as needed throughout the shift for extended periods of time.

● Ability to lift up to 25 lbs.

Community Forward SF (CFSF) reserves the right to revise job descriptions or work hours as required. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. Essential job duties are intended to describe those functions that are primary to the performance of thisjob. Other job duties include those that are considered secondary to the overall purpose of this position. This position description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by the supervisor and management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability. All jobs are subject to contract funding availability. CFSF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a

conditional job offer is made to you. After making a conditional offer and running a background check, if CFSF is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstancessurrounding the conviction, provide mitigating evidence, or challenge

the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department