Manager of CSS Housing Services (Orange County) - Illumination Foundation

“Every person deserves compassion, dignity, and the safety of a place to call home.”

Homelessness is the largest social and public health crisis in California. Illumination Foundation (IF) is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children’s and family programs. IF currently has 13 facilities with 22 micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

Job Description

The Manager of Community Support Services (CSS) Housing Services will be responsible for overseeing day-to-day operations of the Housing Services program relating to Orange County. This includes managing all program functionaries such as Lead Housing Navigators, Housing Navigators, and Housing Retention Specialists which encompasses the quality of their work, from programmatic/contractual perspectives to client-centered/ethical ones, ensuring staff productivity, spearheading community relations as a figurehead of the program, administering corrective action when program standards are not met, and assisting the Associate Director of CSS Housing Services in certain administrative tasks/functions such as documentation audits, attending engagements with contractors, assessing reporting metrics, training new staff, monitoring program/contractual benchmarks, and workflow / policy development.

The starting salary for this position is $70,000 per annum.

Responsibilities

Supervision:

• Supervision of CSS Housing services staff includes overseeing and facilitating both qualitative and quantitative aspects of the CSS Housing Services job functions. This entails closely monitoring the work of both Housing Retention Specialists, Housing Navigators, Program Coordinators, and Lead Housing Navigators insofar as it is delivered punctually and in accord with contractual tenets, ethically and in accord with Illumination Foundation guiding principles, and that it meets internally designed standards. 
• Manager of CSS Housing Navigators will monitor outbound program referrals, and will ensure that members are being linked properly in accordance with their needs.
• Manager of CSS Housing Services will oversee the integrity of CSS Housing Services staff documentation, applying Illumination Foundation documentation standards when warranted. 
• Manager of CSS Housing Services will be in charge of training / growing staff, and administering new curricula when necessary. 
• Manager of CSS Housing Services will oversee relationships built between all CSS Housing Services Staff, Health Networks, and other housing providers and clients in the community. 
• Manager of CSS Housing Services will be responsible for screening candidates and hiring staff to meet programmatic needs.

Client Care:

• Manager of CSS Housing Services will ensure CSS Housing Services staff are using ethical, client-centered approaches when engaging members. 
• Manager of CSS Housing Services will themselves take client-centered approaches when
  engaging members.
• Manager of CSS Housing Services will view documentation through not only a programmatic lens but a client-centered one as well, intervening in cases that fail to uphold our standards of client care.
• Manager of CSS Housing Services will cultivate and maintain a strong understanding of industry best practices related to client care and seek opportunities to implement these practices in program operations and staff training. 

Collaboration:

• Manager of CSS Housing Services will engage in weekly 1:1 collaborative effort with CSS Housing Services staff, as well as with the Senior Manager of CSS Housing Services.
• Manager of CSS Housing Services will collaborate with client care team members belonging to other programs, to co-create and optimize the deliverance of client care services.
• Manager of CSS Housing Services will collaborate with administrative staff belonging to contracting agencies and be a point of contact for field-based / client-facing inquiries, questions and concerns of contractors.
• Manager of CSS Housing Services will receive, process, and reply to member grievances
  submitted to contracting health plans.
• Manager of CSS Housing Services will report to contracted health plans on program operations.
• Manager of CSS Housing Services will cultivate a collaborative, consensus driven approach to program decision making and operations. The senior manager will assist program managers with setting program expectations for frontline staff and work with managers to enforce expectations while ensuring frontline staff have the support and training they need to operate effectively.
• Manager of CSS Housing Services will train program managers on supervision related best
  practices with a particular focus on ensuring compliance with labor law requirements.
• Manager of CSS Housing Services will be responsible for developing a robust onboarding and ongoing training process that ensures all frontline staff and managers can meet their role expectations.

Documentation:

• Manager of CSS Housing Services will work with the Director of Housing Services to ensure that the quality and quantity of CSS Housing Services staff documentation is up to internal and contractor standards. This will involve bi-monthly chart audits in KIPU EMR as well as in various provider portals.
• Manager of CSS Housing Services will work with the Director of Housing Services to identify accurate data / reporting figures, so as to remain compliant with contractor program parameters.

Administrative Oversight:

• Manager of CSS Housing Services will attend all monthly meetings with contractors, as well internal meetings with administrative staff. Information gleaned from these meetings will be disseminated to staff members accordingly. 
• Manager of CSS Housing Services will oversee employee timesheets and will be responsible for their compliance / accuracy. 
• Manager of CSS Housing Services will be responsible for administering corrective action when expectations / standards are not met by staff members. 

Preferred Experience/Minimum Qualifications

Required:

• Valid CA Driver’s License and eligibility for company vehicle insurance.
• Understanding of and ability to conduct HUD Housing inspections and reports
• Understanding of housing rental market and property management
• Comprehensive knowledge of the CalAIM CSS Housing Services 
• Possess a proficient ability and willingness to learn and adapt 
• Be flexible, open, conscientious, and have a good / positive attitude
• Possess marked social aptitude / a keen ability to work in social environments
• Must be an excellent communicator and understand flexibility and variability in different communicative styles. 

Preferred:

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams)
• Bilingual in English and Spanish.

Benefits

• Medical Insurance funded up to 91% by Illumination Foundation (Kaiser and Blue Shield), depending on the plan
• Dental and Vision Insurance
• Life, AD&D and LTD Insurance funded 100% by Illumination Foundation
• Employee Assistance Program
• Professional Development Reimbursement
• 401K with Company Matching
• 15 days vacation PTO/year
• 6 days sick PTO/year
• 10 days holiday PTO/year
• Potential eligibility for the Public Service Loan Forgiveness Program (PSFL) for federally qualified loans

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