PSH Lead Case Manager bei Housing Up

Job Title: Lead Case Manager, Permanent Supportive Housing

FLSA Status: Full-time, Exempt

Department: Permanent Supportive Housing

Reports To: Case Manager Supervisor

Direct Reports: None

Date Issued: 2020

Date revised: October 2023, August 2025

Housing Up builds thriving communities in Washington, DC by developing affordable housing and offering comprehensive support services to homeless and low-income families. We provide a range of housing options that include - permanent supportive housing, rapid re-housing and affordable housing with resident services. We are also a nonprofit affordable housing developer with more than 600 units of housing in our portfolio. We believe that people who have safe, affordable housing and genuine opportunities are empowered to transform their lives.

Founded in 1990, over the past 33+ years, our organization has grown from serving 14 families in one building in Northwest DC to serving more than 900 families throughout the city. Housing Up is now one of the city’s largest homeless services providers and is a critical partner in the District’s plan to end family homelessness. Housing Up is a Housing First organization and is proud to be a critical partner in Mayor Muriel Bowser’s plan to make homelessness “rare, brief, and nonrecurring”.

Position Summary 

We are seeking a compassionate and dedicated Permanent Supportive Housing (PSH) Lead Case Manager (LCM) to support individuals and families experiencing homelessness in Washington, DC. In addition to providing case management to residents in PSH units across the city, this position supports the PSH Director, Clinical Manager, and the Case Manager Supervisor in problem solving, resource management, and reviewing/auditing case files for continuous quality assurance. The LCM promotes a cooperative team environment and fosters a focus on excellence and increased service quality. The LCM will also maintain a full caseload, providing intensive case management services to promote housing stability, recovery, and increased independence. Clients may have been diagnosed with a mental or physical health disability, lack support networks and access to mainstream resources and/or have experienced trauma such as domestic violence.

In this role, the Lead Case Manager is focused on two main objectives – to serve as a team leader and to provide case management to program participants.

Essential Functions 
Team Lead

• Assist the supervisor with training and on-boarding for new and existing employees, which includes accompanying team members on field visits and the proper use of HTH and HMIS.
• Assist supervisor with monthly quality and timeliness audit.
• Assist supervisor with monthly client quality assurance calls.
• Collaborate with the Case Manager Supervisor and Clinical Manager concerning critical program information, community resources, training needs, and other information related to program management.
• Accompany case managers on home visits to support with engagement and rapport building
• Assist supervisor with monthly engagement skills and observations checklist.
• In supervisor’s absence, communicate any team/client concerns to the Clinical Manager.
• Serve as a mentor to fellow staff members, maintain availability for consultation on client cases as needed, and report pertinent information to the Case Manager Supervisor.
• Maintain high standards for personal caseload, ensuring quality of care, and case documentation in adherence to program protocols and reporting guidelines which will serve as an example to fellow case managers.
• Other duties as assigned.

Case Management

• Provide ongoing case management services, including housing retention, crisis intervention, and connection to medical, mental health, substance use, employment services, and mainstream resources such as SNAP, SSI, and TANF.
• Develop and maintain trusting, supportive relationships with clients.
• Conduct intake assessments and develop individualized service/goal plans based on client needs and goals.
• Facilitate housing stability and client engagement through regular home visits and check-ins.
• Influence and recognize positive behavior changes and identify problems and obstacles that threaten to undermine the client’s goals.
• Work with clients to problem-solve issues around their lease, the landlord-tenant relationship, and timely rent payment.
• Collaborate with landlords, property managers, community agencies, and service providers to coordinate care and support.
• Assist clients in household budgeting and financial planning. Assist clients in establishing payment plans for bills and past debts so that clients successfully maintain their housing.
• Maintain accurate, timely documentation of services, progress notes, assessments, service/goal plans, and case files in compliance with organizational and funding requirements.
• Capture program statistics and other required reports as directed.
• Participate in team meetings, training, and agency-wide initiatives.
• The case manager will require flexibility and the ability to adapt and cover caseloads as needed, including providing support for unit-based PSH programs and related responsibilities.
• Other duties as required.

Required Qualifications 

• Bachelor’s degree in social work or related field and 2 years of experience OR high school diploma or equivalent with 5 years of human services experience.
• Two (2) years of experience working with at risk populations.
• Ability to provide services with empathy and with consideration of how trauma impacts the mental, physical, and psychological responses of clients.
• Demonstrated understanding of populations with mental health challenges and traumatic 
   experiences and knowledge of evidence-based solutions to overcome these challenges.
• Strong interpersonal, communications, and crisis management skills.
• Knowledge of substance abuse/recovery, family systems, and mental healthcare.
• Ability to prioritize effectively while managing multiple tasks and responsibilities.
• High confidence level in working independently.

Preferred Qualifications 

• Familiarity with the Strengths-Based and Housing First approaches to case management.
• Well-versed in trauma-informed service delivery, with experience executing this approach in housing programs.
• Knowledge of Washington, DC’s housing resources and social service systems.
• Strong and timely documentation and reporting skills.
• Strong planning and organizational skills.
• Valid driver’s license and have a vehicle, as well as proof of auto insurance is strongly preferred.
• Bilingual ability preferred; Spanish, Amharic, or other languages commonly spoken in the community are a plus.
• SOAR Certified
• Candidates with lived experience are encouraged to apply.

Work Environment/Physical Effort 

• Hybrid work environment.
• Requires flexibility to work night/and or weekends when necessary and with advanced notice.
• Must be willing to travel to different locations throughout Washington, DC and perform home visits in any neighborhood.
• Requires ability to walk, stand, and climb stairs.
• Ability to sit for prolonged periods.
• Ability to lift 20-30 pounds.

Salary and Benefits 

Salary $55,000-$60,000 (based on qualifications and experience). This position is eligible for a $2,000 sign-on bonus! Housing Up offers a competitive benefits package including health insurance, retirement plan with company match, paid vacation and sick leave, commuter benefits, summer Fridays, tuition assistance, new hire/referral bonuses, professional development budgets, and a work environment aimed at a healthy work-life balance.

Housing Up is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.