Case Manager - TAY Navigation Center

company

3rd Street Youth Center & Clinic is a community-based agency providing youth in Bayview Hunters Point with medical and behavioral health services that encourage them to make decisions that support their health, safety, and development. 3rd Street also manages a number of successful Transitional Age Youth (TAY) housing stabilization programs and one of the city's few Youth Access Points.

The Navigation Center provides a safe and affirming place for TAY and services to stabilize and achieve their housing goals. The Navigation Center's systems of support work in concert to assist TAY residents with public benefits, health services, problem-solving, and housing, as available. The Navigation Center model is a low-barrier, harm reduction model.

role

T he TAY Residential Case Manager provides low-barrier, harm reduction case management to Transitional Age Youth (ages 18–27) staying at the Navigation Center, helping guests obtain emergency nighttime sleeping accommodations, income, public benefits, health services, and housing, as available. The Case Manager carries a caseload of up to 25 guests (1:25 ratio), completes intakes and housing-focused service plans, helps guests become document ready for permanent housing, and designs, facilitates, and runs regularly scheduled support groups, social events, and community activities. Services are provided in line with HSH requirements, the Shelter Standards of Care, Housing First, and trauma-informed practice.

Duties & Responsibilities

The following is not a comprehensive listing of the activities, duties, or responsibilities required of the TAY Case Manager. Duties, responsibilities, and activities may change, or new ones may be assigned as needed.

Intake, Assessment & Service Planning

- Complete intake and program orientation for new and returning guests within 24 hours of arrival, including consent forms that allow information sharing with program and data partners.
- Conduct Youth Coordinated Entry intake and assessment, including trauma screening, and document guest needs.
- Create individualized, housing-focused service plans with clear goals, objectives, and identified barriers, prioritizing issues identified by the guest, HSH, and referral sources; update plans and document progress and follow-up in the guest record.
- Design individual support and transition plans with guests, including independent living skills and income stability.

Case Management & Engagement

- Provide ongoing individual meetings and counseling to establish goals, support action plans, and track progress, and offer individual and joint services to couples as appropriate and within confidentiality standards.
- Maintain a regular schedule of outreach to guests, and offer onsite services or referrals to guests showing signs of placement instability, such as loss of benefits or services, rule violations or warnings, and conflict with staff or other guests.
- Provide individual case management and oversight to TAY referred through the Coordinated Entry System, including twice-monthly home visits for guests placed in housing.
- Use rules and responses to rule violations as a tool for engagement and guest retention; issue written notices or warnings for issues that may affect a guest's stay and share them with Navigation Center staff.
- Provide exit planning to guests preparing to leave the program, including those moving into permanent housing, those about to be issued a denial of service (DOS), and those talking about leaving, and notify Coordinated Entry and/or HSH Outreach as directed.
- Conduct wellness checks per HSH policy when there is reason to believe a guest is at immediate risk from a medical or psychiatric emergency.

Groups, Events & Community

- Plan, facilitate, and run support groups and organized guest activities for peer support, information sharing, skill-building, and social connection, using guest input to shape topics and content.
- Help plan and post a monthly calendar of groups and events, and help plan celebrations and commemorations of individual, holiday, and community events.
- Help conduct monthly community meetings where guests raise concerns and program ideas, and promote guest leadership and feedback in program planning.
- Help connect guests to community service, training, and employment opportunities through local organizations and City agencies.
- Foster a safe, respectful, and affirming group environment using trauma-informed and harm reduction approaches, and respond to conflict or crisis that arises during groups.

Benefits, Documents & Referrals

- Help eligible guests apply for and keep Medi-Cal, CalFresh, CalWORKs, and County Adult Assistance Program (CAAP) benefits in partnership with the Human Services Agency, including applications through MyBenefitsCalWIN, and help guests keep benefits appointments.
- Help guests obtain the documents needed to be document ready for permanent housing (identification, income and homelessness verification, and others), and upload them to the ONE System per HSH protocol.
- Coordinate regularly with Coordinated Entry Housing Navigation staff and case conference when guests struggle to obtain documents or make progress.
- Link guests to HSH Access Points for Problem-Solving and/or a Coordinated Entry assessment, and request the Mobile Access Point team when guests have difficulty getting to an Access Point.
- Provide resource brokerage and referrals for benefits, employment, health, and transportation needs, including help with applications, appointment reminders, follow-up, and re-referral.
- Escort guests to critical off-site appointments and provide bus tokens or transportation vouchers when needed.
- Support the Rapid Rehousing Coordinator in all aspects of HomePoint (3rd Street's Rapid Rehousing program).

Safety, Compliance & Documentation

- Assist with conflict de-escalation and crisis management, and follow Navigation Center safety procedures.
- Follow the HSH Critical Incident policy, including completing Critical Incident Report forms within 24 hours for deaths, serious violence, and emergencies involving police, fire, or ambulance.
- Follow the HSH Shelter Grievance Policy, the Shelter Standards of Care, and the HSH Overdose Prevention Policy; recognize and respond to overdoses.
- Enter client data in the ONE System and other required databases within three working days, with accurate enrollment, exit, and move-in dates, and correct data quality errors.
- Maintain confidential guest files with service plans, case notes, and progress, and share guest information only with appropriate consent and in compliance with HIPAA and other privacy rules.
- Encourage guests to complete the quarterly Guest Satisfaction Survey and offer help with completing it.

Collaboration & Professional Practice

- Participate in case conferences and team coordination meetings with HSH-approved programs, and coordinate and advocate for guests within the agency and with other community-based organizations.
- Attend community, city, and regional housing meetings and required trainings, including annual trainings on harm reduction, overdose recognition and response, de-escalation, and trauma-informed care.
- Support staff and youth in 3rd Street programming as needed.
- Maintain professional standards of performance, demeanor, and appearance, and complete tasks in a complete and timely manner in line with agency policies and this job description.
- Maintain a creative, team-building, cooperative approach with a constructive, problem-solving orientation, and keep the agency's mission in view.
- Exercise discretion and professional judgment at all times, consistent with the responsibility for the care and welfare of staff and the youth we serve, and maintain the strictest confidentiality.
- Actively strive to upgrade professional skills through appropriate training and experience.

About You

Skills, Knowledge, and Abilities

- Ability to work with a diverse staff and excel in a multicultural environment.
- Ability to facilitate and run engaging groups for youth, including managing group dynamics and responding to conflict.
- Knowledge of and commitment to low-barrier, harm reduction, Housing First, and trauma-informed approaches.
- Training or ability to learn de-escalation, crisis management, and overdose recognition and response.
- Ability to multi-task and efficiently manage priority action items and a caseload of up to 25 guests.
- Ability to work with minimal to moderate supervision.
- An extreme focus on good judgment with a proactive approach to problem-solving.
- Ability to maintain a professional demeanor with strong interpersonal and communication skills.
- Capacity to learn quickly and integrate efficiently.
- Ability to connect with our youth.
- Ability to notice symptoms of use and abuse, recovery, and treatment philosophies.
- Ability to provide substance abuse counseling.
- Ability to work with homeless youth and with diverse staff, clients, and volunteers.
- Working knowledge of issues facing youth and of public benefits systems (Medi-Cal, CalFresh, CAAP).
- Exceptional organizational skills and accurate, timely documentation and data entry.
- Flexibility with a team-player mentality.
- Upbeat attitude.

Education & Experience

- Bachelor's degree in a related field OR equivalent work experience.
- 2–3 years of experience working with high-risk and homeless youth.
- Experience facilitating groups preferred.
- Self-starter with excellent follow-through skills.
- Experience with U.S. Department of Housing and Urban Development (HUD) programs a plus.
- Proficiency in Google Suite.
- Experience using the ONE System preferred.
- Bilingual Spanish preferred.

Physical Demands

- Prolonged periods sitting at a desk and working on a computer.
- Must be able to stand and walk for extended periods during a shift, including moving throughout the Navigation Center, facilitating groups, escorting guests to appointments, and responding to safety or emergency situations.
- Must be able to lift and carry up to 15 pounds as needed to perform essential job functions.
- Must be available to work evenings, nights, weekends, and holidays as required by the position.
- Reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable California and federal law.

General Information

- This is a salaried, exempt, full-time position.
- The worksite is the TAY Navigation Center in the Tenderloin district of San Francisco.
- This position reports to the Residential Program Manager.

Compensation & Benefits

The annual salary is $70,304, commensurate with experience. We offer a comprehensive benefits package, including health, dental, vision, 403(b), generous time off (vacation, sick, and holidays), and more.

3rd Street is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, creed, religion, sexual orientation, partnership status, gender and/or gender identity or expression, marital, parental, or familial status, national origin, ethnicity, alienage or citizenship status, veteran or military status, age, disability, or any other legally protected basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified candidates with arrest and conviction records.