Case Manager - Willow Housing

BRC · Menlo Park, California
Department BRC
Employment Type Full-Time
Minimum Experience Experienced

POSITION: Willow Housing Program- Case Manager

PROGRAM/LOCATION: Willow Housing, Menlo Park, CA

SUPERVISOR: Program Manager





HomeFirst is a leading provider of services, shelter, and housing opportunities to the homeless and those at risk of homelessness in Santa Clara County. The goal of HomeFirst's Comprehensive Services Program (Supportive Housing environment) is to provide housing stability to formerly homeless and at-risk veteran households, within Willow Housing in the County of San Mateo, California. The agency's Comprehensive Services Program will achieve this goal by providing veteran participants with Supportive Services within their Housing environment to help them maintain housing and promote self-sufficiency. Intensive, individualized case management services coupled with targeted financial assistance assist clients to avert homeless episodes and attain housing.




Direct Services (70%)


  • Provide minimal case management to HUD VASH residents that need additional support
  • Provide community-based case management services to program participants
  • Refers client to eviction defense legal services as appropriate
  • Works with Property Management team to address client tenancy issues/problems, including other team members as appropriate
  • Assist with problematic resident issues
  • With the Program Manager, maintain accurate records of financial support given to clients and process financial assistance requests in a timely manner
  • Collaborate with community partners regarding support services for residents and case load clients
  • Utilizes supervision appropriately, maintaining open lines of communication and providing updates on intake activity
  • Knows and implements agency and program policies and procedures
  • Properly reports any suspected cases of abuse
  • Maintains professional relations and conduct
  • Maintains thorough, accurate records of case management activities with every program participant, as required by grant contracts.
  • Conduct client intake per HomeFirst and VA requirements, including self-sufficiency assessment, and needs assessment
  • Works with program participants to develop and implement an individual case management plan, and provide support to help them achieve their goals
  • Meets regularly with program participants at a frequency determined by the clients' needs
  • Provide appropriate referrals to other community services
  • Assist with other duties assigned
  • Do wellness checks, Answer any resident questions from wellness checks
  • Distributes and collect resident surveys provided by HomeFirst  
  • Provide support to Resident Coordinator with larger events and Activities




Documentation (20%)


  • Documents, via progress notes in HMIS, all case management activity within 3 business days and maintains all other case file paperwork and documentation
  • Allow resident to address the issue, assist if able, make contact or attempts to HUD VASH case manager via phone or email, document the service provided to the resident
  • Participate in ongoing analysis of and program alignment with industry best practices.
  • Proactively and consistently improve the quality and effectiveness of program services.
  • Conducts ongoing re-assessments of the clients' needs and self-sufficiency, and documents assessment in HMIS


General (10%)


  • Attend all meetings relevant to this position.
  • Assist with office-related tasks as needed.
  • Assist with other duties assigned.




  • Bachelors required; MSW preferred.
  • Strong written and oral communication skills.
  • Experience in developing relationships with community partners and outside agencies.
  • Ability to manage multiple projects concurrently and be flexible with priorities.
  • Demonstrated ability to develop and maintain priorities and meet established deadlines.
  • Exceptional organizational skills.
  • Strong sense of accountability.
  • Ability to present oneself and the agency professionally to internal and external audiences.
  • Ability to work as a member of a team.
  • Ability to work with people of diverse socio-economic backgrounds.
  • Understanding of and sensitivity to the needs of the homeless.
  • Strong understanding of PTSD and Veteran issues.
  • Preference for extensive field work over office-based work.
  • Enjoy providing hands-on instruction in basic living and financial skills.




  • Valid CA Driver's License/Insurance/Acceptable Driving Record
  • Reliable personal vehicle
  • Ability to lift up to 20 lbs. on occasion





HomeFirst serves more than 4,000 adults, veterans, families, and youth each year at eight locations including the Boccardo Reception Center, which is Santa Clara County’s largest homeless service center. In 40 years of experience, we’ve learned that everyone has the potential to get housed and stay housed. We are relentlessly focused on eliminating barriers to housing and stability for everyone we serve.

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  • Location
    Menlo Park, California
  • Department
  • Employment Type
  • Minimum Experience