Position: Case Manager II

Program: Coronado Hotel

Location: 373 Ellis St., San Francisco

Reports To: Deputy Director of Housing Support Services

Status: Non-Exempt, Union

Schedule: 9am-5pm, M-F

Wage: $30.44/hour

Community Forward SF is a collection of vital programs that ensures our neighbors experiencing homelessness have effective services designed for their unique needs. Whether one needs housing, medical shelter, a safe place to recover, or calm in the face of domestic violence - we care for those most vulnerable in our community. We are not just one program. We are a network of programs designed to work together to meet every stage of need. We focus on the hardest-to-reach, most vulnerable people: Women, Medical Crisis, Substance Use Disorder, and Older Adults. Our programs meet the needs of people, rather than demanding that people meet the needs of our programs.

JOB SUMMARY:

Community Forward SF is hiring a Case Manager II for our permanent supportive housing site, the Coronado Hotel. Case Managers partner alongside our residents with all needs relating to keeping housing; they provide collaborative services to support resident health, safety, and self-determination, and assist in navigating complex systems by providing information, education, and referral services.

The Coronado is an SRO community specializing in supporting residents on their personal journeys toward healing, stability, and autonomy. Residents living at the Coronado are offered supportive services including assessment, mental health support, compassionate crisis de-escalation, substance use disorder referrals, conflict resolution, mediation, benefits counseling, advocacy, employment services, and in-home support services via outside providers, such as medical counseling and access to food pantry programs.

ESSENTIAL JOB FUNCTIONS:

• Establish and maintain a caseload of residents; partner collaboratively to provide services including, but not limited to, emotional support, crisis de-escalation, assessment, evaluation, self-advocacy support, rental assistance, and co-facilitation of groups.
• Meet with residents regularly to partner in developing and executing a case plan centered on their self-identified goals, individual timelines, and personal choices.
• Ensure access to resources that help stabilize residents' income through benefits advocacy, housing, medical status, and other needs, including social service systems and community partners.
• Write clear, objective, and strength-based case notes and complete required documentation in a timely manner, adhering to agency guidelines, contract requirements, and city database standards (e.g., ONE, Epic, HCC).
• Maintain resident files and associated documentation with privacy and accuracy.
• Plan, facilitate, or co-facilitate one resident support, skill-building, or community group per week.
• Assist residents in developing external support networks and community connections.
• Maintain professional boundaries and safety protocols while delivering care rooted in respect and trust.
• Ensure that residents are treated with dignity and respect at all times.
• Support our mission to promote stabilization, hope, and healing for adults experiencing homelessness in San Francisco.
• Practice self-awareness, personal boundaries, and proactive stress-management strategies to maintain personal well-being while supporting others in dynamic environments.
• Training and meeting attendance.
• Other duties as assigned.

BACKGROUND & EXPERIENCE:

• Bachelor's (B.A.) degree or equivalent in education and work experience.
• Previous case management experience and/or training.
• Experience working alongside individuals navigating systemic barriers, trauma, and housing instability.
• Effective communication skills, both written and oral.
• Comfort with technology, including knowledge of MS Office, Google Suite, and city databases such as ONE and Epic.
• Understanding of homelessness, trauma, DV/IPV, HIV/AIDS, substance use disorder and recovery pathways, mental health, neurodiversity, cognitive impairment, and systems of oppression.
• Understanding of trauma-informed care principles, person-centered support, and cultural humility.
• Demonstrated ability to maintain a calm, grounded presence during high-stress situations and practice compassionate conflict de-escalation.
• Knowledge of San Francisco and Bay Area resources.
• Ability to work both independently and cooperatively.
• CPR and first aid certification within 90 days of hire.
• TB clearance required within 7 days of hire.

PREFERRED QUALIFICATIONS:

• Multicultural, multilingual.
• Passion for working alongside marginalized community members.
• Lived experience with homelessness, recovery, or systems of oppression.
• Strong self-awareness, cultural humility, and commitment to personal praxis.
• Excellent organizational and administrative skills.
• Excellent written and oral communication skills.
• Knowledge of San Francisco community resources and neighborhoods.

PHYSICAL REQUIREMENTS:

• Active Milieu: Supportive housing environments are dynamic. Candidates should feel comfortable navigating an active environment where unexpected resident interactions, varied noise levels, and changing day-to-day priorities occur.
• Physical Mobility: Ability to move through multi-story residential buildings (commonly including stairs), walk between program locations, and accompany residents out in the community.
• Standard Tasks: Ability to sit and use standard computer equipment (keyboard, visual display terminal) for extended periods to complete documentation. Finger, hand, and wrist agility.
• Ability to stand and walk as needed throughout the shift for extended periods of time.
• Ability to lift up to 25 lbs.

Community Forward SF (CFSF) reserves the right to revise job descriptions or work hours as required. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position.  Essential job duties are intended to describe those functions that are primary to the performance of this job.  Other job duties include those that are considered secondary to the overall purpose of this position. This position description does not state or imply that the above are the only duties and responsibilities assigned to this position.  Employees holding this position will be required to perform any other job-related duties as requested by the supervisor and management.  All requirements are subject to possible modification to reasonably accommodate individuals with a disability. All jobs are subject to contract funding availability. CFSF will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if CFSF is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Rights Department Fair Chance Act webpage.