Administrative Coordinator & Housing Case Manager-HHAP

Description

Lutheran Social Services of Southern California began in December 1944 when a group of Lutheran congregations in San Diego came together to discuss how to better assist families in need. They began discussing how to form a Welfare Commission. Their vision expanded when they came together with another group of Lutheran congregations in Los Angeles having the very same conversation. Lutheran Social Services of Southern California was officially incorporated in 1946 as a 501(c)(3) non-profit social service agency. The mission has stayed true to its earliest beginnings, to be a servant to those in need. Today LSSSC serves thousands of individuals and families throughout Southern California with over 45 programs/services at 18 locations. We are part of the Lutheran Services in America (LSA) network and strive to serve those in need with dignity and respect.

Lutheran Social Services of Southern California’s Mission: Ignited by faith, we live out God’s love by embracing, equipping and empowering vulnerable individuals, families and communities toward self-sufficiency.

Job Summary: 

This position of Administrative Coordinator (40%) ensures that client inquiries and concerns are met and addressed in a timely, professional, and compassionate manner. The Administrative Coordinator will be responsible for incoming client inquiry calls, emails and visits and will be the first point of contact between LSS and the public. This position will require learning the various departments of Lutheran Social Services, to be able to accurately determine which department will best address each client’s individual needs. 

Housing Case Manager-HHAP (HCM) (60%) provides supportive services and rental assistance to individuals and families experiencing homelessness in finding housing through the Rapid Re-Housing (RRH) permanent housing placement program. The HCM will be responsible for assisting individuals and families experiencing homelessness in finding housing promptly through Rapid Re-Housing (RRH) services. The HCM will be responsible for assisting low-income individuals and families to prevent or end homelessness by focusing on one-time and short-term financial assistance through Homeless Prevention (HP) services. The HCM will work with program participants to eliminate barriers to housing stability, including employment, increasing income, addressing mental/physical health, transportation, childcare, community engagement, strength-based case management, advocacy, landlord mediation and outreach to promote self-sufficiency. The HCM will manage multiple cases at once, build on the strengths of participants, develop person-centered service plans, and connect participants with the resources and services needed. Creative problem-solving, careful record-keeping and strong community/landlord linkages and relationships will be key.

Requirements

Administrative Coordinator Essential Duties and Responsibilities include the following:

• Keep track of daily client sign-in sheets.

• Provide information and resources to individuals inquiring about services over the phone or in person.

• Organize client mail for distribution.

• Assist with returning uncollected mail to the post office.

• Maintain confidentiality of client files.

• Provide clients with CA ID vouchers and Birth Certificate fee waivers.

• Collaborates with Case Managers to keep resource binder up to date with information on local resources and programs.

• Keep an accurate record of gift cards and bus passes disbursement.

• Assists with receiving, stocking, and organizing donations for emergency assistance programs such as food, clothing, hygiene kits, etc.

• Maintain and distribute inventory of food pantry, clothing closet, and hygiene kit items on client program roster.

• Maintain the monthly RTF/ASF file for Molina.

• Participate in company training and meetings.

• Other tasks/duties as assigned by supervisor. 

Housing Case Manager Essential Duties and Responsibilities include the following:

• Screen potential clients to assess their needs and suitability for services.

• Conduct new client intake interviews; verify income, residency status (housed, homeless, or at-risk of homelessness), and documentation; and complete the intake packet.

• Explain program policy, client rights and responsibilities, and the termination process to applicants.

• Provide excellent customer service during the intake process

• Maintain confidentiality of client information, adhering to HIPAA and other pertinent regulations

• Participate in ongoing training and education to stay abreast of changes in the field

• Document all client interactions during the intake. Review the intake packet for completeness and report to the assigned case manager once the intake is completed.

• Complete Reverse Referral and Community Queue Referrals in the Homeless Management Information System (HMIS) system for all RRH participants.

• Assess program participants at program entry to jointly develop a strength-based, goal-driven action plan, progress monitoring, money management, tenant education, and referrals that promote permanent housing and self-sufficiency in the future.

• Identify participant strengths and barriers to stability to help ensure proper housing options or maintain their current housing.

• Work with participants to locate, secure or maintain appropriate housing; assist with landlord negotiations, housing applications, and leases when needed; advocate with landlords for prospective tenants

• Maintain professional rapport with clients, peers and other community service providers.

• Identify and provide outreach to landlords and community organizations to educate them about RRH and HP related services:

• Locate suitable RRH housing options.

• Locate landlords with residents in need of HP services.

• Build relationships and connections with landlords.

• Serve as a landlord liaison to help mitigate any issues that arise with tenants.

• Work with tenants and landlords to solve issues and prevent evictions.

• Develop a referral network of services and supports that assist with housing retention, including linkages for warm handoffs to specialists in employment, transportation, childcare, social service benefits, substance use issues, mental health, medical care, HIV specialized care, etc.

• Build relationships with program participants to learn their needs, goals, strengths, and barriers to maintaining stable housing; keep the channels of communication open and be proactive about problem-solving.

• Provide comprehensive case management support to program participants and ensure services are individualized, culturally competent, family-focused, goal-driven, strength-based, and appropriate.

• Provide supportive services to increase access to health care, benefit entitlement services, immigration, employment and vocational services.

• Match program participants to appropriate housing options, always taking their needs and ability to generate income into account.

• Prepare program participants for eventual self-sufficiency:

• • Build connections with potential employers and training programs.
• • Prepare participants for job interviews; assist with building a resume.
• • Teach participants budgeting and financial literacy skills.
• • Ensure participants possess basic life and home care skills; provide training, if needed.
• • Conduct visits in participant’s homes once housed to ensure compliance with lease and program agreements.
• • Conduct crisis management and home interventions as well as follow-ups.
• • Perform benefits and housing maintenance counseling.
• • Ensure the client has regular contact with their primary care provider and can access and maintain medical insurance/assistance.
• • Document program activity, including prescreens, eligibility, intakes, financial assistance, housing search, applications, landlord mediations and case management.
• • Organize and maintain case files in a timely manner and in accordance with professional practice and HIPAA.
• • Maintain internal databases and client rosters.
• • Maintain a caseload of a minimum of 10 members.
• • Provide monthly program reports to the supervisors.
• • Attend meetings and trainings.

• Other duties may be assigned.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Qualifications and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

· High School Diploma or GED. Experience in Reception/Front Desk/Customer service.

· Empathy and Boundaries Awareness.

· Computer literate.

· Ability to multi-task.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities: This job has no supervisory responsibilities.

Language Ability: Must read, speak and write fluent English. Bilingual is a plus. Ability to follow directions, policies, and procedures. Excellent verbal and written communication skills.

Communication: Must be able to communicate clearly and effectively with clients and staff.

Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of Word Processing software and Spreadsheet software.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands: 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.

Adaptability: Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers to handle or feel; reach with hands and arms and talk or hear.

The employee is occasionally required to walk. The employee is also required to drive. The employee must regularly lift and /or move up to 30 pounds.