Service Manager - Sidney Wilson House

Full-time position starting at $28.16 - $31.33/hr (D.O.E) with COMPETITIVE BENEFITS INCLUDE:

• Medical, Dental, Vision, Life Insurance and Long-Term Disability
• Health Savings Account and Flexible Spending Account
• Generous PTO, paid sick time, 15 days of paid vacations, 13 days of paid holidays, plus a personal holiday
• CCS/CHS 403(b) Employee Saving Plan
• Employee assistance program

Program Description

Catholic Community Services is committed to serving individuals struggling with poverty and the effects of intolerance and racism and actively join with others to work for justice.  Our employees and volunteers come from many faith traditions to serve and support poor and vulnerable people through the provision of quality, integrated services and housing.

At Sidney Wilson House, we offer 105 adult men and women permanent supportive housing in a converted extended-stay hotel. We provide 24-hour staff support to our residents using a Housing First and Harm Reduction approach.
Position Description
We believe that every person has the right to a safe, affordable place to call home.  We seek a Services Manager who cares deeply about the health and well-being of our residents who have lived through the trauma of homelessness.

The Services Manager is a key member of the Sidney Wilson House Services Team. In addition to carrying a caseload, this position provides vision and leadership to the case management team, which consists of three case managers.  The Services Team’s primary focus is to assist residents with housing stability and retention.  This position reports directly to the Program Director. 

RESOURCE DEVELOPMENT/MANAGEMENT

• In collaboration with the Program Manager, perform or authorize welfare checks in accordance with policy.
• Monitor data quality in our Homeless Management Information System (HMIS) database, including data entry and running reports.
• Collaborate with the appropriate community partners to seek and screen resident referrals, and collect required documentation for move in applications
• Address all major housing stability, safety, or behavioral issues during team meetings.
• Recommend policy changes and enforcement to best meet the overall needs of the community.
• Collaborate with the Facilities Manager, Property Manager, and Program Manager on developing and implementing resident safety needs and best practices.
• Provide input during eviction and re-housing proceedings.
• Provide administrative support to the Program Director to assure that program meets all contract performance and reporting requirements. 
• Provide agenda input and participate in regularly scheduled team meetings.
• Represent Sidney Wilson House in public forums and service provider networks.
• Coordinate and monitor services of visiting professionals including: public health and visiting nurses, mental health counselors, and alcohol/chemical dependency caseworkers.
• In collaboration with the Program Manager, develop volunteer engagement, including inviting practicum students and other student volunteers.

SUPERVISION

• Lead regularly scheduled Services Team meetings with partnership agencies in the building.
• Collaborate with appropriate (internal and external) interdisciplinary professionals to provide ongoing assessment and problem-solving techniques to respond to aging-in-place and severe medical conditions that may affect resident housing stability and/or wellbeing.
• Interview, hire, train, supervise, and mentor Case Managers.
• Regularly review case files and case notes.
• In collaboration with the Program Manager, ensure excellent service delivery to residents.
• Recruit, mentor and evaluate volunteer services and practicum students.
• Research and disseminate information about trainings relevant to your team members.
• Manage crises, modeling and training staff in de-escalation and Trauma-Informed Care.

RESIDENT SERVICES

• Operate from a philosophy of harm-reduction and trauma–informed care, including a primary utilization of motivational interviewing techniques and a strength-based, person-centered case management approach.
• Provide current information about available resources and assist residents with tasks needed to improve quality of life and/or daily living skills.
• Maintain excellent communication, advocacy, and care collaboration efforts to promote resident well-being, personal growth, and housing stability through informal and formal meetings and goal setting.
• Promote and provide referrals to all appropriate community resources and assist residents with completing appropriate entitlement paperwork.
• Meet all agency requirements for documenting in resident files and online HMIS reporting, updating assessments, and collaborating to draft Housing Service Plans with each resident.
• Assist residents with tracking of appointments and transportation. Accompanying residents to appointments, when appropriate.
• Initiate ongoing engagement with clients through intensive outreach, activities, groups, or other events that promote a healthy community.
• Ensure all appropriate eviction prevention tactics have been explored. In the event that an eviction/mutual termination is necessary, assist with exit planning.
• Tolerate unusual or unpleasant behavior(s) and provide de-escalation and crisis intervention with vulnerable and disabled individuals.
• Assist with unit inspections, as needed.
• Work closely with peers, direct supervisors, and administrative staff to contribute to a community that celebrates and demands safety and dignity for all different ethnic identities, races, sexual orientations, and gender identities served.

GENERAL RESPONSIBILITIES

• Observe/follow guidelines on confidentiality rights of residents and respect of privacy.
• Maintain accurate record of hours worked and turn in timesheets on schedule.
• Attend trainings required of employees.
• Participate in regularly scheduled team meetings.
• Provide guidance to staff on observing appropriate boundaries and procedures.
• Maintain a customer service approach at all times.
• Contribute to the mission of Catholic Community Services.
• Contribute to and support a positive, team-oriented work environment.
• Perform other job-related duties as assigned.

Job Conditions

This position requires the employee to work in an environment where there may be exposure to blood, bodily fluids, and other potentially infectious material.  Other exposures could include cleaning supplies, bedbugs, chemicals involved in pest control, paint and other materials used in building maintenance, building temperature fluctuations, dust, noise, and odors.  Working conditions include interruptions, crisis response, and regular interactions with individuals who are dealing with issues of chemical dependency and/or mental illness, or are experiencing anger or frustration.

Physical and Mental Acuity Requirements

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to hear telephone rings, phone conversation and face-to-face conversation, door bells and emergency alarms.
• Able to speak clearly in person and on the telephone.
• Able to hand write legibly.
• Vision that enables person to read normal size print and handwritten notes; and distance and peripheral vision than enables person to monitor living spaces and identify concerns that require staff response.
• Able to sit for sustained periods of time.
• Able to walk the entire building and ascend and descend stairs quickly to move from one floor to another in order to respond to emergency situations.
• Mobility/dexterity of hands/arms to enable keying into a unit or other locked area as well as using computers and other office equipment.
• Ability to prioritize multiple tasks, and to work independently and as a team member.
• Ability to regularly lift and carry up to 20 pounds and occasionally up to 40 pounds.
• Regularly able to perform duties as assigned.
• Able to make independent decisions and apply sound judgment in performing job duties.

Minimum Qualifications

• BA degree. (See Substitute Qualifications below.)
• Progressively responsible experience serving homeless populations, particularly single adults with mental illness and/or substance use disorders.
• One year of supervisory experience, preferably in shelter or permanent supportive housing program.
• Excellent written and verbal communication skills.
• Ability to work both independently and as a member of a team.
• Demonstrable understanding of and commitment to the principles of Housing First and Harm Reduction.
• Commitment to developing and safekeeping a workplace that values and supports cultural diversity.
• Support and uphold the mission, beliefs and values of Catholic Community Services and Catholic Housing Services.
• Demonstrate the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural situations.
• Applicant must successfully pass required background clearances prior to an offer of employment.

Preferred Qualifications

• MSW or other relevant graduate degree.

Substitute Qualifications (Qualifications, which may be substituted for minimum qualifications)

• A combination of education and experience sufficient to perform the requirements of the position may be substituted for the BA degree.

Note to Internal Candidates: HR reviews internal compensation and determines any increase based on their experience and also agency internal equity factors.