Senior Case Manager, Housing Intake Services -The Nest

Role: Senior Case Manager, Housing Intake Services

Reports to: Program Manager

Program: 1603- Housing Retention

Department: Permanent Housing

Location: The Nest - 222 South Hill St. 7th Floor, Los Angeles, CA 90012

Setting: 100% Onsite

Schedule: Monday - Friday, 8:00am - 4:30pm

Status: Full-time/Non-Exempt/Non-Management

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan, Employee Assistance Program (EAP), etc.

Openings: 1

Summary:

The Senior Case Manager, Housing Intake Services supports the Program Manager, Housing Intake Services in the oversight and coordination of intake operations for individuals referred to housing programs. This position serves as a lead resource for the Intake team, providing mentorship, training, quality assurance support, and guidance on complex cases with clients. The Senior Case Manager should possess advanced knowledge of housing subsidy programs, eligibility requirements, housing authority application processes, and program compliance standards.

Working with a high degree of independence, the Senior Case Manager is responsible for ensuring timely and accurate completion of housing applications, supporting staff development, monitoring program quality, and fostering strong partnerships with housing authorities, property management companies, and community stakeholders. This position plays a key role in promoting efficient lease-up processes, turnover units, and positive client outcomes.

Essential Duties and Responsibilities:

• Ensure outreach, intake, and assessment documentation is completed within required timelines and in compliance with HSH Intensive Case Management Services requirements.
• Review and support the screening of newly referred clients to ensure eligibility requirements are met.
• Complete and review housing authority applications and supporting documentation to ensure accuracy, completeness, and timely submission.
• Provide guidance and consultation to Intake Case Managers regarding housing eligibility, subsidy requirements, and application processes.
• Serve as a lead resource for staff regarding complex client situations, program requirements, and problem resolution.
• Conduct quality assurance reviews of client files, applications, assessments, and documentation to ensure compliance with agency, funder, and regulatory requirements.
• Audit housing subsidy and voucher applications including HACLA, LACDA, Brilliant Corners, and property management applications to ensure accuracy and completeness.
• Monitor file maintenance practices and support staff in maintaining audit-ready physical and electronic client records.
• Assist with onboarding and training of new Intake staff and provide ongoing coaching and mentorship to team members.
• Support the development and implementation of intake procedures, workflows, and best practices to improve program efficiency and service delivery.
• Enter, review, and monitor data entered into CHAMP, HMIS, RMS, and other required databases to ensure accuracy and compliance with reporting requirements.
• Manage complex or escalated client cases and collaborate with internal and external partners to resolve barriers to housing placement.
• Ensure that clients determined ineligible for services have appropriate supporting documentation and are linked to alternative resources when appropriate.
• Lead or participate in special projects, program enhancements, and continuous quality improvement initiatives.
• Use a client-centered approach that incorporates Motivational Interviewing, Harm Reduction, Housing First, and Trauma-Informed Care principles.
• Coordinate appointments, transportation, and follow-up services to ensure clients obtain necessary documents and complete housing applications.
• Provide direct client transportation when necessary to support housing stabilization and reduce barriers to accessing services.
• Communicate effectively with housing authorities, property managers, service providers, funders, and community partners.
• Work collaboratively with multidisciplinary teams and participate in staff meetings, case conferences, supervision, and training activities.
• Assist the Program Manager with operational oversight, reporting, workflow management, and implementation of new policies and procedures.
• Maintain client confidentiality at all times and ensure compliance with HIPAA and all applicable federal, state, and local regulations.
• Ensure adherence to agency, department, and program policies and procedures.

Qualifications:

• Minimum of three (3) years of experience providing case management, housing navigation, or supportive services to individuals experiencing homelessness, mental illness, substance use disorders, or other complex needs.
• High school diploma/ GED required or equivalent.
• Demonstrated knowledge of housing subsidy programs, housing authority application processes, eligibility requirements, and supportive housing programs.
• Strong understanding of Housing First, Harm Reduction, Motivational Interviewing, and Trauma-Informed Care principles.
• Ability to train, coach, mentor, and support staff while fostering a positive and collaborative team environment.
• Strong problem-solving, organizational, and decision-making skills with the ability to work independently and manage competing priorities.
• Computer proficiency, including experience using databases and Microsoft Office applications.
• Valid California Driver's License, reliable vehicle, current automobile insurance, and acceptable driving record.

Preferred Qualifications:

• Bachelor's Degree in Social Work, Human Services, Psychology, or a related field.
• Experience conducting file reviews, quality assurance activities, and program compliance monitoring.
• Skilled in data collection, analysis, and reporting.

Work Environment:

• Combination of field-based work and indoor office environment.
• Frequent travel throughout Los Angeles County to meet with clients, housing providers, and community partners.
• Occasional attendance at meetings, trainings, and community events at various locations.
• Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.
• Will necessitate working in busy and loud environments.
• Will be exposed to elements like cold, heat, dust, noise and odor.
• May need to bend, stoop, twist, and sit throughout the day