Case Manager II Eddy Street Apartments

Position: Case Manager II
Program: Eddy Street Apartments
Location: Tenderloin, 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. The Case Manager II primarily supports
women living with HIV who participate in an approximately 18-month transitional housing
program designed to support stability, health, and transition to permanent housing. The position
also provides case management and housing stabilization support to permanent supportive
housing (PSH) residents at Eddy Street Apartments.
The Case Manager partners with residents to identify strengths, needs, and self-defined goals and
provides person-centered support to promote health, housing stability, safety, and
self-determination. Services include case management assessment and service planning,
therapeutic engagement, housing stabilization and transition support, advocacy, benefits
assistance, care coordination, systems navigation, information and education, referrals, and
connection to community-based resources and providers.
We are looking for an experienced Case Manager with strong behavioral health knowledge,
excellent engagement and crisis de-escalation skills, and experience supporting adults with
complex needs. The Case Manager builds collaborative relationships with residents, supports
resident-identified goals, helps residents navigate housing, health care, behavioral health, benefits,
and other systems, and recognizes when additional behavioral health, medical, crisis, or other
specialized support is needed.
ESSENTIAL JOB FUNCTIONS:
● Establish and maintain a primary caseload of women living with HIV participating in the
transitional housing program and provide case management and housing stabilization
support to PSH residents as assigned.

● Build collaborative, trauma-informed relationships with residents using therapeutic
engagement strategies that support trust, autonomy, self-determination, and progress
toward resident-identified goals.
● Conduct intakes and case management assessments to identify resident strengths, needs,
priorities, resources, and self-identified goals, and orient new residents to their housing
program, program expectations, available services, staff, and community resources.
● Meet regularly with residents to collaboratively develop, implement, and update Individual
Service Plans (ISPs) based on case management assessment and centered on
resident-identified goals, strengths, needs, individual timelines, and personal choices.
● Support transitional housing participants in identifying and working toward goals related
to HIV and other health care, behavioral health, benefits, income, community connection,
housing readiness, and transition to permanent housing.
● Support residents living with HIV in accessing and remaining engaged with HIV care and
treatment by identifying and addressing barriers such as transportation, scheduling,
benefits, stigma, and systems navigation and by coordinating with outside providers as
appropriate.
● Support PSH residents with housing retention and stabilization, including identifying and
addressing barriers that may affect successful tenancy and connecting residents with
appropriate resources and services.
● Respond to crises with a calm, grounded presence; identify immediate safety concerns, use
appropriate de-escalation strategies, follow established safety and crisis-response
protocols, and engage supervisors, behavioral health providers, mobile crisis services,
emergency services, or other appropriate resources when additional intervention is
needed.
● Recognize observable changes in behavior, functioning, or well-being that may indicate
increased behavioral health, substance use, medical, interpersonal violence, or other
safety concerns; respond within the Case Manager role, communicate concerns through
established channels, and support connection to appropriate services.
● Support residents in accessing and remaining connected to psychiatric, behavioral health,
substance use, medical, and other health care services, including assistance with referrals,
scheduling, transportation, communication with providers, and other barriers to care.
● Coordinate with outside health, behavioral health, housing, benefits, and other service
providers when appropriate and authorized by the resident, including facilitating warm
handoffs and supporting continuity of care.
● Maintain appropriate releases of information and protect resident privacy and
confidentiality, including heightened confidentiality requirements related to HIV and other
health information.
● Support residents in accessing and maintaining benefits, income, health insurance, housing
resources, and other services that contribute to stability and resident-identified goals.
● Support transitional housing participants with housing referrals and preparation for
permanent housing, including obtaining and maintaining identification and other necessary
housing documentation and coordinating transitions and warm handoffs to permanent
housing and ongoing services.
● Support PSH residents in maintaining stable tenancy, navigating housing-related systems
and requirements, and addressing concerns that may affect housing stability, within the
scope of the Case Manager role.
● Plan, facilitate, or co-facilitate resident support groups, skill-building sessions, or
community activities consistent with the Case Manager role.
● Assist residents in identifying and developing external support networks and community
connections.

● Write clear, objective, timely, and strength-based case notes and complete required
documentation in accordance with agency guidelines, contract requirements, and
applicable database standards.
● Maintain resident files and associated documentation with accuracy and appropriate
privacy protections.
● Participate in weekly clinical case management supervision focused on strengthening
trauma-informed and therapeutic engagement, professional boundaries, and effective case
management responses to complex resident needs.
● Coordinate regularly with teammates, supervisors, outside providers, housing partners,
and community-based services as appropriate.
● Maintain professional boundaries and follow established safety protocols while providing
services rooted in dignity, respect, choice, and trust.
● Practice self-awareness, appropriate professional boundaries, and proactive
stress-management strategies while working in a dynamic residential environment.
● Participate in required trainings, team meetings, supervision, and other program activities.
● Perform other duties as assigned consistent with the general scope of the position.
BACKGROUND & EXPERIENCE
● Bachelor’s degree or equivalent combination of education and relevant work experience.
● At least two years of case management experience supporting adults with complex needs,
such as serious mental health conditions, co-occurring substance use, chronic health
conditions, HIV, and housing instability; experience in transitional housing, permanent
supportive housing, residential services, behavioral health, HIV services, or similar settings
preferred.
● Strong working knowledge of behavioral health, including common mental health
symptoms, co-occurring substance use, overdose risk and prevention, and the ways
behavioral health needs may affect functioning, engagement, and housing stability.
● Demonstrated skill in trauma-informed and therapeutic engagement while maintaining
appropriate professional boundaries and the scope of the Case Manager role.
● Demonstrated crisis-response and de-escalation skills, including the ability to identify
immediate safety concerns, follow established protocols, and exercise sound judgment
about when to involve supervisors, behavioral health providers, mobile crisis teams,
emergency services, or other appropriate resources.
● Experience conducting case management assessments and collaboratively developing
service plans based on individual strengths, needs, priorities, and self-identified goals.
● Knowledge of HIV care and the practical, social, and systemic barriers that may affect
consistent engagement in care and treatment.
● Understanding of homelessness, trauma, DV/IPV, harm reduction, neurodiversity,
cognitive impairment, LGBTQIA+ communities, and systems of oppression.
● Understanding of trauma-informed practice, person-centered support, and cultural
humility, including stigma-free, affirming support for women living with HIV and for
cisgender and transgender women.
● Understanding of the role and boundaries of case management, including when resident
needs require connection to clinical, medical, crisis, or other specialized services.
● Knowledge of confidentiality requirements for health information, including HIV-related
information.
● Experience coordinating effectively with healthcare, behavioral health, housing, benefits,
and other community-based providers.

● Demonstrated ability to maintain a calm, grounded presence during high-stress situations
and practice compassionate conflict de-escalation.
● Effective written and verbal communication skills.
● Strong organizational, documentation, and time-management skills.
● Comfort with technology, including MS Office, Google Suite, and applicable city databases
such as ONE.
● Knowledge of San Francisco and Bay Area resources.
● Ability to work both independently and collaboratively as part of a team.
● CPR and First Aid certification within 90 days of hire.
● TB clearance within 7 days of hire.
PREFERRED QUALIFICATIONS
● Multicultural and/or multilingual.
● 40-hour Domestic Violence Advocate certification.
● Training in crisis intervention, de-escalation, suicide prevention or suicide-risk
identification, such as Mental Health First Aid or Nonviolent Crisis Intervention.
● Experience supporting women living with HIV.
● Experience working in transitional housing and/or permanent supportive housing.
● Lived experience with homelessness, recovery, or systems of oppression.
● Strong self-awareness, cultural humility, and commitment to reflective practice.
● Excellent organizational and administrative skills.
● Knowledge of San Francisco community resources and neighborhoods, including the
Coordinated Entry system.
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 thisjob. 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 circumstancessurrounding 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