Supervising Case Manager (Full-Time)

Essential Duties and Responsibilities

Support the Program Manager and Director by enforcing Journey Home’s mission, policies, protocols, and contract requirements. Oversee all aspects of an operational shift, ensuring strong staff supervision and effective resource and schedule management for 24/7 operations. 
Provide direct supervision, coaching, and performance management for 1-3 Case Managers to ensure high-quality, consistent services across all San Francisco neighborhoods. Lead case conferencing; review and approve case files, data entries, and required reports. 
Verify all relocations and reunifications for appropriateness, documentation, safety, and legitimacy. Model excellence in direct case management. 
Manage and safeguard all client supplies, vouchers, tickets, gift cards, and other valuables. Conduct daily inventories and weekly audits; report discrepancies immediately. Serve as primary asset control coordinator for an entire shift. Ensure team members are following strict asset control practices. 
Lead shift briefings, debriefs, and weekly team meetings. Identify and document training needs and support staff development. 
Oversee hotline response, triage, dispatch, and documentation. Train staff on SOP adherence and ensure team achievement of Key Performance Indicators (KPIs). 
Ensure compliance with all fleet safety and operational protocols; serve as lead driver when needed. 
Build and maintain collaborative relationships with CBOs, SFPD, SFFD, EMS, hospitals, clinics, statewide partners, and GLIDE internal programs (Welcome Center, Safety, Ambassadors, etc.). 
Conduct outreach and engagement with individuals experiencing or at risk of homelessness. Connect clients to shelter, housing, and wraparound services to achieve Journey Home KPIs. 
Ensure comprehensive documentation for 50–60 active clients per case manager, including intakes, assessments, notes, logs, engagements, referrals, and all required data. Submit accurate daily, weekly, and monthly reports on time in the required databases. 
Transport clients to appointments; arrange travel; and ensure all client resources are tracked, distributed, and managed with the highest ethical and fraud-prevention standards. Coach team members to do the same.  
Uphold all case management ethics, HIPAA rules, confidentiality protocols, and public communication guidelines, and train team members to do the same. Coach team members to do the same. 
Connect clients to the full range of GLIDE and community-based services. Collaborate with all GLIDE neighborhood engagement and street-crisis response programs, integrating services where appropriate. Build rapport with neighborhood groups. 
Develop outreach and educational materials and support leadership in coordinating special events that promote Journey Home and GLIDE services.
Engage in ongoing professional development, supervision, team meetings, community meetings, and required trainings.
Obtain jail clearance in San Francisco and other Bay Area counties to enter city and county jails to advocate on behalf of incarcerated clients; other clearances as necessary and approved by management to help support clients.   

Minimum Qualifications

Bachelor’s degree in social work, public health or, 2+ years providing outreach, navigation, and low-threshold to intensive case management services to high-risk populations, including expert knowledge of stabilization, shelter, housing, and substance use disorder treatment centers.  
Must have experience and training in de-escalation, motivational interviewing, overdose reversal, data collection and case notes. 
Experience providing street-based outreach services in urban settings and homeless encampments.  
Ability to read, write, collect data, and document case notes to the expected professional standards.  
Ability to establish and maintain effective collaborative relationships across Glide programs as well as with city agencies across San Francisco, the wider Bay Area, throughout California, and throughout the United States.  
Must be able to successfully engage clients in services and retention through the application of motivational interviewing, risk reduction counseling, and strengths-based counseling techniques. 
Must understand the social determinants of health and how they impact people experiencing homelessness, actively engaged in drug use, and proximate stressors.  
Must be able to provide culturally competent, and trauma-informed support to diverse clients to help them achieve stability and self-sufficiency.  
Exceptionally strong communication and trust-building skills are required, including comfort and proficiency with public speaking (i.e. 1:1 interaction with clients and community, group education, street outreach, etc.)

Required Licenses and/or Certificates

Must have a valid California Drivers license. 
Must have auto insurance and a clean DMV record with the ability to drive GLIDE’s Journey Home Service Van.  
California Peer-to-Peer Support Specialist certification, or the ability to acquire one within 60 days of hire.  
California Community Health Worker Certification preferred.  

Physical Requirements

Ability to work on a computer and see details of objects at close range.  
Ability to hear within normal range, and communicate effectively (in person, telephone or Zoom).  
Finger dexterity and the ability to use all standard office equipment.  
Sit or stand comfortably; and the ability to navigate throughout office spaces (via elevator or stairs).  
Activities that occur frequently are sitting, standing, walking, and handling materials and supplies.  
Activities that occur occasionally are climbing stairs and manipulating fine objects with your fingers.  
Activities that occur infrequently are bending, squatting, twisting, reaching straight above and below shoulder level, carrying and lifting up to 50 pounds.