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Employment Opportunities
Class Title: Program Manager-Intensive Case Management Services (ICMS) Program
Position Status: Full Time
Property Focus: Formerly Homeless Individuals
Flsa Status: Exempt
Effective Date: August 2019

General Nature & Scope of Work

The Program Manager position for LINC Housing is part of the Intensive Case Management Services team. The Program Manager is responsible for the day-to-day oversight and coordination of services delivered to formerly homeless individuals living in our communities who are experiencing chronic medical conditions, co-occurring disorders, who are high utilizers of the Department of Health Services (DHS). The ICMS Program Manager reports directly to the AVP of Resident Services. The Program Manager is responsible for developing program policy and protocol, oversight of all services delivered, providing clinical guidance, directs and manages all ICMS staff and volunteers to ensure the highest quality of services with a focus on effective operations, housing stability and program compliance. In addition, the Program Manager works closely with both corporate and field staff, participates in all service meetings and is involved in training, crisis intervention and strategic planning efforts.

Illustrative Examples of Work/Essential Functions

•   Engage in a community assessment process, including identifying community assets, engage community partners;
•   Work closely with referring agencies such as Coordinated Entry System (CES) or DHS;
•   Ensure referrals are document ready for lease up;
•   Work in collaborative and productive partnership with all staff and property managers;
•   Developing and implement protocol and policies that support long term housing stability;
•   Ensure on-site activities are in accordance with funding source;
•   Prepare written reports on program activities;
•   Oversee, evaluate and advise on work performance of field staff, interns and/or volunteers and ensure AVP of Resident Services is well informed about all activity;
•   Ensure the timely documentation and submission of all reporting and data documents;
•   Be present for events and greeting residents;
•   Facilitate periodic collaborative discussions with property management staff at supportive services sites;
•   Ensure necessary information technology and communication tools are available and in working order at all program sites;
•   Mandated Reporter;
•   Facilitate periodic field staff meetings;
•   Assist in training of field staff and implementing of professional development;
•   Assist the AVP of Resident Services in coordinating Annual Performance Appraisals of field staff;
•   Develop and maintain rapport with community; establish connections to mental health, substance abuse, employment, health, housing retention and more.
•   Ensure program outcomes are measured, tracked and documented.
•   Develop or enhance programs to better serve our residents;
•   Train staff on techniques such as motivational interviewing, trauma informed care, critical time intervention, HIPA compliance, etc.
•   Participate in weekly and monthly calls with DHS, LINC and other partners;
•   Provide direct supportive case management services to residents;
•   Screen individuals for eligibility and appropriateness for referrals;
•   Formulates a plan of intervention acceptable for the resident; proactively facilitates adjustment in the care plan or services when necessary to promote enhanced outcomes;
•   Maintain, record, and report progression of individuals referred to the case management program;
•   Perform interventions and crisis-oriented counseling;
•   Conduct individual, group, and family counseling or support sessions as appropriate;
•   Maintain client databases and referrals for services and generate reports;
•   Attend scheduled team meetings and trainings;
•   Maintain and submit time sheets, mileage logs, and other required documentation accurately and in a timely fashion;
•   Other duties and special projects as assigned;

Knowledge, Skills & Abilities

Knowledge of:
•   Provision of case management and/or mental health services in supportive housing, including establishment of crisis response system
•   Compliance with grant requirements
•   Budgets and tracking of expenses
•   Developing and implementing Quality Control Plans
•   Building collaborative partnerships with a variety of partners
•   Creating policies and procedures and form development
•   Well-developed psychosocial assessment and intervention skills
•   Supervision, mentoring and coaching of others, progressive discipline.
•   Basic computer knowledge, MS Word and Excel required; PowerPoint preferred
•   Flexibility required regarding scheduling and prioritizing of tasks
•   Ability to utilize critical thinking skills and good judgment in decision-making situations, good organizational and record-keeping skills, ability to establish and carry out complex plans of care for key diagnoses
•   Experience with HIPAA rules and compliance requirements
•   Bilingual a plus
•   Implementation of housing first principles in provision of services
•   Experience with motivational interviewing, critical time intervention and trauma informed care strategies
•   Experience with building work teams
Skill Level:
•   Superior writing and communication skills
•   Proficient in the use of personal computers and related software applications
•   Excellent at researching and developing best practices, policies and procedures
•   Excellent at working with culturally diverse set of community-based organizations and residents
•   Excellent at implementing programs and working as part of a team
•   Excellent interpersonal skills for establishing and maintaining effective working relationships with employees, other departments, residents, property management, city staff, program partners, key stakeholders, and the public
Ability to:
•   Implement and manage day-to-day tasks related to the ICMS programs, including crisis intervention
•   Be available to respond to emergency calls and situations on a 24/7-hour basis
•   Oversee performance of volunteer staff, interns and field staff
•   Facilitate meetings and give presentations to small and large groups
•   Manage multiple priorities in fast-paced environment
•   Evaluate and analyze results for social impact
•   Work well in teams and partnerships
•   Facilitate support groups
•   Communicate via email, telephone and in writing on a frequent basis
•   Work a flexible schedule, including evenings and weekends; travel to sites up to 50% of the time
•   Possess vehicle, ability to drive, a clean driving record, appropriate auto insurance coverage and a valid California’s Driver’s license. Mileage reimbursement will be provided, and company vehicle will be available for any transporting of clients.
•   Self-starter, learn quickly and work effectively with a variety of agencies with minimal supervision
•   Demonstrate cultural sensitivity in working with multiracial and multilingual communities

Education & Experience & Skill Sets.

•   Master’s degree in Social Work or other Social Science field preferred. Relevant case management experience may substitute for degree requirements.
•   Experience in program management, staff supervision and training, program development, clinical intervention, and case management.
•   Experience working with homeless and/or at-risk individuals, individuals with disabilities and families preferred.
•   Ability to communicate and work effectively with a diverse group of residents, staff and community members.
•   Strong oral and written communication skills.
•   Must own registered vehicle and be in possession of a valid California driver’s license, a clean driving record, and automobile insurance
•   Experience working in a crisis setting and ability to respond appropriately in an emergency

Physical Demands/Working Conditions

The physical demands 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.

•   Work is performed in an office environment and in the community, under pressure and requires the ability to quickly adjust to changing priorities and demands
•   While performing the duties of this job, the employee is frequently required to stand, walk, reach with arms and hands, climb, balance, twist, lean, move form on location to another, stoop, kneel, crouch or crawl and sit and use a keyboard
•   Travel by various modes of private and commercial transportation within the region may be required
•   The work environment will usually be in a recreational room or common area. The noise level is usually moderate but will vary depending on activity participating in.
•   Evening and weekend hours on an on-call basis
•   Must be physically capable of climbing, standing and lifting at least 10 pounds

The statements contained in this class specification reflect general details as necessary to describe the principle functions of this class, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the work load.


Salary competitive and commensurate with experience – excellent benefits.

Selection Process:

Please submit résumé and cover letter to: jobs@linchousing.org

Open Until Filled           Posted: October 2019

  Program Manager-Intensive Case Management Services (ICMS) Program Job Posting

Equal Opportunity Employer
It is LINC Housing’s policy to recruit, hire, train, and promote in all job titles without regard to race, color, religion, sex, gender, national origin, ancestry, physical or mental disability, age, medical condition, marital status, military service, sexual orientation, or any other basis protected by law.