Intensive Case Manager
HOUSING FAMILIES INC · Malden, MA 02148
Provide case management to residents within a building of 14 studio apartments in Malden (75%) and families in The Neighborhood Developers subsidized housing (25%). The primary purpose of the role is to support residents/clients in maintaining their housing, work on goals as identified by the client, and collaborate with the property owners and property management as needed. Specifically:
· Engagement: Build strong relationships with each client. Create a safe environment for each client to build trust, contemplate change, seek support and work towards goals.
· Assessment: Thoroughly assess the strengths and needs of each client. Effectively and efficiently prioritize work to best impact each client.
· Trauma Informed Care: Utilize a Trauma Informed Care lens when assessing and engaging clients. For example, promote autonomy and self-sufficiency – respecting that clients are their own experts and make their own choices.
· Referrals: Submit accurate and timely referrals/applications. Create and maintain effective and respectful communication with collaterals. Creatively seek specialized resources to meet each client’s needs.
· Accountability: Follow-up with each client consistently around goals. Have direct conversations with clients about concerns. Inform supervisor in a timely manner when there is a lack of follow-through.
· Advocacy: Effectively advocate for the needs of clients in a way that supports relationships. Present prepared and thoughtful advocacy.
· Crisis Management: Ability to effectively manage crises. Ability to determine crisis from non-crisis. Ability to remain calm. Able to effectively prioritize steps needed to contain crisis and create solution. Inform supervisor appropriately and ask for help as needed to create best
possible solution. Document appropriately, and effectively and efficiently manage any follow-up needed. Complete Serious Incident Reports (SIR) timely (SIR for MNHC only).
· Communication: Communicate efficiently and effectively with collaterals, supervisor, coworkers, and clients. Identify and report property management and maintenance needs thoroughly and promptly.
· Feedback: Consistently demonstrate the ability to hear and incorporate feedback as well as provide direct feedback effectively. Maintain open and effective communication in line with Housing Families professional standards.
· Documentation: Maintain accurate and up-to-date files on each family (both electronic and paper). Efficiently complete accurate and thorough paperwork. Ability to write professional letters and emails accurately and efficiently. Ability to manage electronic folders effectively and in an organized manner.
· Time Management/Organization: Ability to manage schedule and meet job responsibilities, deadlines, and commitments. Consistent and reliable attendance with appropriate communication. Able to set limits and move efficiently through tasks.
· Teamwork: Work effectively and cooperatively with co-workers. Communicate thoroughly across programs to ensure quality services. Pitch in to help when asked or as needed when appropriate. Seek to understand other perspectives. Have positive and curious attitude while presuming positive intentions and being focused on solutions
· Flexibility: The ability to adapt to change and differences. For example, flexible with approach to individual clients, situations, job responsibilities, and/or procedure/policy changes. Ability to work well under pressure and stress.
· Boundaries: Maintain professional relationships with clients and co-workers. Discuss individual client circumstance for the purpose of supporting the client and creating solutions. Maintain confidentiality in accordance with Housing Families policy.
· Respect: Treat all clients and co-workers with dignity, fairness, and care, regardless of personal feelings. Ability to not engage in favoritism, gossip, condescension and negative sarcasm. Acknowledge crises and problems faced by clients with support and understanding.
· Utilizing assessment, advocacy, and other responsibilities and skills above:
· Support positive building culture by responding to conflict, mediating differing opinions and supporting residents to use skills at managing differences.
· Discuss with supervisor and MNHC the possibility of developing and implementing programs for tenants in accordance with their needs and that are in line with Metro North Housing Corp and Housing Families policies (for MNHC only).
· Model DEIB Values to all staff and clients. Possess and strive to continually enhance cultural awareness and competency.
· Participate in All Staff meetings and other identified trainings and meetings.