Case Management Manager

At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.

This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.

POSITION SUMMARY: The Senior Support Services Manager (SSSM) is responsible for developing, implementing, and overseeing Case Management services within Interim Housing. This role ensures high-quality social work support for guests by building and leading an effective case management team, establishing program structure, and maintaining all required documentation and reporting standards. The SSSM provides supervision and leadership to the Case Management staff, which includes conducting regular  supervision, scheduling,  hiring,   processing payroll, employee performance evaluations, and ensuring accurate, and timely completion of case documentation. 

The SSSM is accountable for ensuring contract compliance, attaining successful service objective outcomes, adhering to reporting protocols and schedules, and program budget management. Through collaboration with partner agencies and internal stakeholders, the SSSM ensures that service delivery meets organizational goals and supports the overall mission of the program.

PRIMARY DUTIES AND RESPONSIBILITIES

• Develop and implement case management services, program structure, and procedures to meet contract and program goals.
• Collaborate with partnering agencies and internal teams to ensure integrated service delivery and alignment with program goals. 
• Monitor program operations to ensure adherence to organizational standards, contracts, and other requirements.
• Supervise Case management staff, providing regular supervision meetings.
• In collaboration with the HR department, hire, onboard, coach and handle progressive discipline actions when necessary.
• Create and maintain staff schedules, monitor time off ensuring appropriate coverage and quality service delivery, and process bi-weekly payroll.
• Oversee staff training, ensuring compliance and create opportunities for professional development.
• Ensure accurate completion, quality, and timely submission of case notes, assessments, service plans, and all required documentation.
• Ensure compliance with all program contracts, funding requirements, and reporting protocols.
• Track and evaluate program outcomes, service objectives, and performance indicators.
• Submit all reports and documentation within required timelines.
• Manage program budget, including monitoring expenses and resource allocation.
• Serve as liaison between the Case Management team, leadership, and external partners.
• Participate in interdisciplinary meetings, case conferences, and community collaborations.

QUALIFICATIONS

• At least two years of supervisory experience is required.
• A bachelor’s degree in psychology, counseling social work, or related field is required and a master’s degree is preferred.
• Previous experience working with unhoused individuals is preferred.   
• Excellent computer skills, strong administrative skills, and strong organizational skills are required.
• Strong interpersonal skills, a team approach, and the ability to communicate both orally and in writing are essential.
• The ability to quickly assess and respond to a variety of situations, including medical emergencies, conflict resolution and intervention, and other guest emergencies.
• Must possess a working knowledge of crisis intervention techniques and implementation, as well as a strong knowledge of social services and mental health resources within San Francisco.

MISSION ESSENTIAL

• Demonstrate behavior that supports the organization’s mission, vision, and values.
• Adhere to all program, funder, and organizational policies, and procedures.
• Communicate effectively and model integrity, fairness, and ethical business practices.

OTHER

• Must secure finger image screening and annual TB screening.
• Must be able to meet physical requirements of the position which may include long periods at a desk and/or computer workstation and lifting of up to 25 lbs.
• The successful candidate must be able to work on-site, Monday through Friday, to provide in-person supervision to staff who work directly with clients.

ECS offers industry leading healthcare benefits to support your

physical and mental well-being.

ECS will consider for employment qualified applicants with arrest and conviction records as consistent with San Francisco's Fair Chance Ordinance.

ECS values a workplace where every individual is respected, supported, and given equal opportunity to thrive. We are an equal opportunity employer dedicated to creating a welcoming and inclusive environment for all.