TAY Supportive Services Case Manager

Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.

Five Keys Overview

Five Keys is a nonprofit organization that operates an extensive network of programs across California. With a presence in 14 counties and over 120 locations, Five Keys focuses on various initiatives aimed at empowering individuals and families to overcome poverty and inequity. The organization's programs encompass a wide range of services, including public charter schools, restorative justice programs in jails and prisons, shelters, permanent supportive housing, and the development of new housing and support programs. At Five Keys, the overarching objective is to uplift individuals and families by providing them with essential resources. This includes education, housing, employment, and the necessary tools to sustain their progress. By offering these fundamental elements, the organization aims to create positive and lasting change in communities, making them better places for everyone.

Our Core Competencies

A well qualified candidate has the capacity to communicate effectively, collaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.

What it’s really like to join our agency…

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. We’ve made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams. We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.

BENEFITS

We offer very low monthly costs for medical, dental, and vision insurance, along with generous time off! Various pre-tax flexible spending accounts and retirement account 403(b) are available. We provide annual reimbursements up to $100 towards gym membership, smoking cessation, and weight loss programs. Annual athletic event participation and annual massages are reimbursed up to $50. Other Company-paid benefits, including free wellness-related apps, an Employee Assistance Program, and a comprehensive mental health care platform, are available to you and your dependents.

JOB SUMMARY

The Transitional Age Youth (TAY) Supportive Services Case Manager reports to the Assistant Director of TAY Rapid Rehousing and is accountable for providing housing-focused case management services to San Francisco clients (ages 18–27) who receive rapid rehousing rental assistance through the San Francisco Department of Homelessness and Supportive Housing and other City departments. This role requires a strong commitment to supporting youth as they transition out of homelessness, helping them build the skills and stability needed for long-term self-sufficiency. Team members are expected to demonstrate professionalism and integrity in every aspect of their work, ensuring the highest standards of service and opportunity for clients, community partners, and colleagues.

We are looking for someone who insists on maintaining a positive attitude and enjoys supporting a diverse group of people. If this job is for you, you are someone who is compassionate, collaborative, and deeply committed to equity and inclusion. You thrive in a fast-paced environment, value the importance of strong client relationships, and are passionate about making a lasting impact in the lives of transitional age youth.

JOB DUTIES AND RESPONSIBILITIES

Case Management Duties

• Assist TAY participants with securing housing by providing navigation support, including accompanying them to view available units, helping complete housing applications, and facilitating access to credit and background reports as needed
• Support TAY participants in understanding their tenant rights, lease responsibilities, and requirements
• Provide guidance on timely rent payments, and coach them on effective communication and conflict resolution with landlords
• Develop case management plans and connect clients with community and government resources to avoid loss of benefits and to increase the likelihood of housing stability
• Deliver supportive services to help clients stabilize their housing, enhance their mental and physical well-being, and build greater self-sufficiency
• Make referrals and coordinate services that lead to increased housing stability, increased income, job placement assistance, and retention
• Work collaboratively with the rental assistance provider to determine and calculate appropriate rental assistance amounts for clients
• Support participants with swiftly transitioning out of the Rapid Rehousing Rental Assistance program while ensuring housing stabilization
• Plan and lead group Life Skills sessions covering topics such as budgeting, financial management, housing search strategies, nutrition, tenant-landlord relationships, tenants’ rights, health education, healthcare navigation, and parenting, as applicable
• Develop and maintain comprehensive records for participating clients, including detailed case documentation and regular report reviews
• Compile and analyze data to prepare summary reports, ensuring all case files comply with both Five Keys case management standards and Department of Homelessness and Supportive Housing (HSH) requirements
• Follow established protocols for documenting client feedback and resolving grievances
• Perform other duties as assigned

Administrative Duties

• Accurately and timely enter client Data including enrollments, assessments, contacts, units of service, referrals, and case notes
• Enter client data and outcomes promptly into required systems, including Apricot, the Online Navigation and Entry (ONE) system, and other platforms mandated by Five Keys and HSH; ensure timely reporting through secure email as needed
• Provide monthly and quarterly reports of client activities as instructed by the Assistant Director of TAY Rapid Rehousing Programs
• Provide a welcoming and supportive environment for all clients and colleagues
• Collaborate with community-based organizations (CBOs) and government agencies to connect clients with essential resources, including housing, public benefits, employment services, substance use treatment, and on-site support as needed
• Support all administrative tasks related to Five Keys Rehousing Programs, including providing information requested by the Five Keys Administration
• Maintain accurate records and log all referrals made in Clarity and Apricot
• Document any programmatic protocol violation accompanied by an incident form
• Abide by Five Keys and HSH policies and procedures
• Provide quality assurance regarding programming and overall Housing Case Management
• Other duties as assigned

KNOWLEDGE AND SKILLS

• Understanding of and experience with applicable recovery models, including harm reduction principles and practices
• Knowledge of resources available to TAY participants across education, health and wellness, housing, financial literacy, mental health, and workforce development
• Demonstrated comfort, maturity, and professionalism in engaging with community partners, participants, and colleagues from diverse cultural and socioeconomic backgrounds
• Ability to communicate in a clear, friendly and calm manner when interacting with participants, colleagues, and program partners
• Advanced proficiency in Zoom, Microsoft Office, Google Workspace, and databases
• Demonstrated willingness and ability to grow professionally, take accountable, develop new skills, and adapt to changing environments
• Understanding of the challenges and needs of Five Keys participants
• Ability to maintain strong and appropriate boundaries when interacting with participants and community or program partners
• Able to maintain strict confidentiality and take all precautions when handling sensitive information
• Exceptional written communication skills; ability to express complex ideas with clarity and precision in written documents
• Excellent interpersonal and organizational skills, including advanced problem-solving skills and tactfulness when addressing and resolving questions/concerns
• Eagerness to learn new things and flexibility to adapt to constantly changing circumstances
• Ability to handle multiple deadlines and tasks simultaneously
• Proven case management and group facilitation skills
• Proven track record of success in completing administrative tasks

EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent required
• Bachelor’s degree preferred
• A minimum of five years experience in providing direct service to a similar population
• Typically requires 2-3 years of successful experience working with the homeless and young adult population, or an equivalent combination of experience and education
• Experience successfully working with people representative of Five Keys students preferred
• Experience with unhoused population preferred

PHYSICAL REQUIREMENTS

• Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
• Frequent talking and hearing conversations
• Long periods of walking, sitting at a desk and/or computer station
• Lifting items that weigh up to 25 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities

ADDITIONAL REQUIREMENTS

This position is contingent upon:

• Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable

WORK ENVIRONMENT

• Must be willing and able to work in a correctional facility and travel throughout the area to community sites
• Moderate to high noise level
• Work environment varies from site to site
• Some personal safety risk working in underserved communities

GROWTH OPPORTUNITIES

At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allow incumbents to grow into new positions within and across programs within the agency (i.e., programs, schools, housing).