Overview: The Program Supervisor is responsible for oversight and supervision of Case Managers (CMs), ensuring quality of customer service and data collection. Their role is to ensure the execution and completion of administrative tasks while assisting case managers with processing difficult cases in the field, encouraging unity within the team, and helping staff grow and develop according to organizationally established goals for their positions.
CMs provide case management, care, service coordination, and supportive services to individuals and families who are experiencing street-level homelessness. Through street outreach, CMs seek to connect unsheltered homeless neighbors to sustainable housing. CMs meet clients where they are and support them to achieve their goals in partnership with other nonprofits, County and City entitities, law enforcement, behavioral health providers, and medical providers. City Net’s services are housing-focused; CMs work with clients on developing long-term housing plans. CMs connect homeless neighbors to appropriate supportive services, including medical health treatment, mental health treatment, counseling, and permanent housing. City Net’s programs follow Housing First and Harm Reduction service models.
Requirements
Upbeat passion for ending homelessness
Desire to make a difference in the lives of our most vulnerable neighbors during this time of uncertainty and beyond
Empathy, self-motivation, flexibility, and dynamic personality
Minimum of one (1) year of case management experience with people affected by homelessness, substance use disorders, chronic health and mental health concerns, domestic- and intimate-partner violence, and/or human trafficking
Minimum of one (1) year of supervisory experience
Excellent professional boundaries; strong interpersonal, plan execution, and time management skills
Proven success and enjoyment with cultivating and maintaining productive, professional relationships with clients, partner agency representatives, and coworkers
Effective and professional networking and relationship management skills
Experience gathering and maintaining confidential client records, including intake paperwork, case notes, and client management system data entry.
Understanding of the importance of quality and timely data collection and reporting
Ability to work independently and as part of a team
Ability to work flexible hours including evenings and weekends
Proficiency in PCs and Microsoft Office Suite
Ability to accomplish goals and produce valuable results with minimal supervision
Ability to handle multiple projects simultaneously while maintaining creativity and strategic thinking and continuing to meet or exceed goals
Ability to work well with people from diverse backgrounds with varying degrees of experience
This position may involve variable scheduling including early mornings, late evenings, and weekends. For example, there may be an early morning shift once per week, or a weekly evening outreach. Must be available for this type of variable schedule.
May be required to drive a company vehicle to transport clients. For insurance purposes, drivers must be at least 25 years of age, have a valid CA Drivers License, and must pass a Motor Vehicle Report.
Must be authorized to work in the United States for any employer
Proof of vaccination or weekly testing required. All City Net employees working in California are required by the California State Public Health Officer Order of July 26, 2021 to either be fully vaccinated or to submit proof of weekly testing for COVID-19.
Nice To Have
Experience and homelessness services professional contacts in Orange County and surrounding areas.
Bachelor’s degree or higher in Social Work, Human Services, Sociology, Psychology, or a related field.
Essential Functions
Ensure that all Case Managers are delivering services in a professional manner and in accordance with all departmental and organizational policies and procedures.
In consultation with Human Resources and the Director of Programs and/or Program Manager, coach, and correct staff as needed. Thoroughly document all corrective actions, including verbal discussions of concerns. Assist HR and Management in preparing the documentation required for further corrective action (e.g. second written discussions of concerns and terminations).
Monitor staff members’ performance on an ongoing basis sufficiently to determine whether their performance in their jobs aligns with City Net’s professional expectations and all departmental and organizational policies and procedures. Quickly and thoroughly identify and correct all areas of concern.
Regularly, supportively, and—whenever possible—confidentially discuss both positive and negative appraisals of individual staff members with them. Provide concrete suggestions for improving areas of negative performance.
Work with case management and outreach staff to address areas of growth and to recognize and develop strengths.
Ensure clear, measurable, and achievable goals are established for each position and staff member reporting to you. Discuss those goals and staff members’ progress toward them (or lack thereof) with each staff member individually.
Oversee scheduling and training of new hires.
Conduct formal performance reviews of assigned staff at least annually.
Assist in resolving organizational concerns when needed.
Conduct check-ins with assigned staff at least weekly.
Participate in and meaningfully contribute to outreach with assigned staff monthly.
Facilitate case conferencing and support case managers with clients that require intensive case management services plans.
Work collaboratively with the Data Team to ensure case management data complies with City Net/HMIS data standards.
Monitor staff schedules and their alignment with the goals and priorities set by the Director of Programs. Assess and approve or decline time off requests and time and attendance records. Assist Management in assessing staff requests for Leaves of Absence, and in strategizing staff scheduling.
Monitor staff expenses and approve regular expense reports. Assist Management in assessing staff requests for large expense reimbursements (see Director of Programs for details), and in strategizing departmental budgets.
Under the direction of the Director of Programs, strengthen current partnerships and cultivate new partnerships by attending and meaningfully participating in community meetings, workshops, and conferences.
Systematically, frequently, and consistently monitor case management staff productivity; compile data into thorough, accurate, and clear reports; present the reports to the Director of Programs and/or Program Manager(s) and other staff as requested.
Represent City Net in a professional manner at all times.
In all activities, comply with all contracts, investor requirements, and City Net policies.
Meet or exceed all goals established by the Director of Programs and/or Program Manager.
Organizational Overview: City Net is a 501(c)(3) non-profit community organization that is committed to breaking the cycle of homelessness in the communities we serve by connecting neighbors experiencing homelessness to transformative care and innovative housing solutions. Our objective is to reduce homelessness to functional zero in the regions we serve through collaborative supportive services, housing provision, and data-driven solutions that empower our clients to reach their personal goals.Benefits: We believe in supporting our employees in all areas of life. That is why we offer top-tier benefits to our eligible employees, including but not limited to:
Health insurance (City Net pays 100% of the employee premium for our baseline plan)
Paid time off
Retirement plan
401(k)
401(k) matching
Dental insurance
Vision insurance
Life insurance (Employer paid group term life and voluntary life)
Referral program
Parental leave
Professional development assistance
Employee assistance program
Wellness Reimbursement Program
Company Vehicles, iPhones, Laptops, and Tablets
Career Pathing, Raises, Recognition & Rewards
ImmediatePay Earned Wage Access
Credit Union Preferred Partnership
Visit https://citynet.apscareerportal.com for further details.Diversity, Equity, Inclusion, and Belonging: Promoting a culture of diversity, equity, inclusivity, and belonging that embraces the contributions of all team members is important to City Net and our success. Our team is composed of individuals with different strengths, experiences, and backgrounds. Note: We do not consider your name, or the names of your undergraduate and graduate schools from your resume. This process is aimed at opening all of our job opportunities to more candidates, reviewing applicants on performance assessments instead of resume proxies (e.g., where you went to school).COVID-19 considerations: Physical distancing and enhanced cleaning protocols are in place. Personal Protective Equipment, such as masks and gloves are provided by the organization for fieldwork. Proof of vaccination or weekly testing is required.The person in this position will spend significant time in the field (not working 100% from home) in informal encampments and in emergency homeless shelters, meeting with clients in person. This is a role that is part of the Healthcare/Public Health Critical Infrastructure Sector, as defined by the Department of Homeland Security, which is required to continue operating during crises such as the current COVID-19 pandemic.Questions?: If you have questions about this position or our organization, please contact City Net's Recruitment Team by emailing Recruitment[at]CityNet[dot]org. Please do not contact any of the Homeless Services Outreach Numbers listed on our website, as those phone lines need to remain open exclusively for people who are experiencing homelessness and need help. Thank you!