Housing Services Lead Case Manager

The Lead Housing Stabilization Case Manager provides direct housing stabilization and case management services to individuals and families who are homeless, at risk of homelessness, or precariously housed, while also serving as a lead resource for the Housing Services team. The position performs the full range of duties assigned to Housing Case Managers, including eligibility assessment, housing problem-solving, housing stabilization planning, financial assistance, referrals, case documentation, and follow-up services.

In addition to direct service responsibilities, the Lead Housing Stabilization Case Manager supports the Housing Services Division Manager with day-to-day program operations, including case assignment and workflow coordination, case consultation and review, staff training and guidance, quality assurance, and program reporting. The Lead provides case consultation, guidance, and technical support to Housing Case Managers but does not directly supervise them. The position may supervise Housing Intake Coordinators, interns, and volunteers and assists in ensuring the consistent application of program requirements, documentation standards, and Housing Services policies and procedures.

Essential

Responsibilities

• Perform all essential functions of a Housing Stabilization Case Manager, including direct client services, and maintain a caseload appropriate to the position’s lead responsibilities and program needs.
• Serve as a lead resource to Housing Case Managers, providing case consultation, technical guidance, coaching, and day-to-day support regarding complex cases, program eligibility, documentation requirements, housing stabilization strategies, financial assistance, and available resources.
• Provide orientation, training, and ongoing guidance to Housing Case Managers and Housing Intake Coordinators regarding program procedures, documentation standards, client service practices, and applicable client management systems.
• May supervise Housing Intake Coordinators, interns, and volunteers, including assigning and reviewing work, providing training and guidance, and supporting professional development.
• Support the Housing Services Division Manager in coordinating case assignments and monitoring case distribution, workload, and workflow across Housing Services programs.
• Conduct and/or coordinate periodic case record and program reviews to assess documentation completeness, eligibility compliance, service delivery, and adherence to program, contract, and funding requirements. Identify areas requiring correction, follow-up, or additional training in consultation with the Housing Services Division Manager.
• Support program monitoring and quality assurance activities, including data review, tracking of service and contract deliverables, preparation of program reports, and identification of trends, service gaps, documentation concerns, or operational issues.
• Assist with the development, implementation, and ongoing improvement of Housing Services procedures, workflows, forms, tools, and staff guidance to promote consistent service delivery and documentation practices across programs and locations.
• Serve as a resource to staff when complex client, eligibility, landlord, documentation, or financial-assistance issues arise and elevate matters to the Housing Services Division Manager when appropriate.
• Assist with coordination of housing clinics, office hours, outreach activities, community partner activities, and other Housing Services operations as needed.
• Provide program and direct-service coverage during staff absences, periods of high demand, or other operational needs.
• Participate in team meetings and support communication of program updates, procedural changes, funding requirements, documentation standards, and operational priorities.
• Perform other duties or functions as assigned.

Deliverables:

• Maintain a direct caseload commensurate with lead responsibilities and program needs, as assigned by the Housing Services Division Manager.
• Produce accurate, timely, and eligible applications for assistance
• Remain up to date with best and promising practices in case management services
• Maintain strong working relationships with key internal and external stakeholders, including partners in the wider field of housing and homelessness services
• Produce timely, high-quality reports, documentation, and other written material
• Prioritize work to ensure that deadlines are met

Core Competencies:

• Leadership and Team Development: Demonstrates leadership skills and progressively responsible experience, including the ability to provide training, coaching, technical guidance, and case consultation to colleagues. Works collaboratively, supports staff in meeting established program standards and expectations, and appropriately elevates complex case, program, or operational matters to the Housing Services Division Manager.
• Quality and Continuous Improvement: Understands and values quality improvement and consistent service delivery. Demonstrates attention to detail and the ability to identify trends, gaps, or areas requiring follow-up in case documentation, program operations, and service delivery.
• Organization, Judgment, and Adaptability: Demonstrates sound judgment and the ability to prioritize and coordinate multiple types of work, manage overlapping projects and deadlines, and remain adaptable and reliable during periods of high demand, conflict, crisis, or changing priorities.
• Communication and Collaboration: Demonstrates strong oral and written communication skills and the ability to build effective working relationships with colleagues, clients, community partners, funders, and other internal and external stakeholders. Communicates with professionalism, tact, and awareness of differing perspectives and priorities.
• Analytical and Program Support

Skills

• Able to review and interpret information from multiple sources, identify relevant issues and trends, and support program monitoring, reporting, case review, workflow coordination, and other operational activities.
• Respect, Inclusion, and Client-Centered Practice: Demonstrates respect for the dignity of others and a commitment to inclusive, culturally responsive, and client-centered services. Values diverse perspectives, works effectively with people from varied backgrounds, and contributes to a collaborative and supportive team environment.