Housing Stability Coordinator

Position Type: Full Time

Compensation: $65,520/annually + benefits

Location: San Francisco, CA (on-site)

Priority Application Deadline: Sunday, March 3, 2024 at 11:59 pm

Applications without a Cover Letter will not be considered.

Hamilton Families

Our mission is to end family homelessness in the San Francisco Bay Area. Established in 1985, Hamilton Families is San Francisco's leading service provider to homeless families, with carefully designed programs to prevent homelessness, provide shelter and stability, return families to permanent housing and support the well-being of children experiencing homelessness. We currently operate these programs across five sites in San Francisco, and in recent years have partnered with organizations such as the Giants, Google, Salesforce, Twitter, Airbnb, government officials and the wider Bay Area community. For more information, visit .

Program and Position Overview

Hamilton Families (HF) is dedicated to ending family homelessness in the San Francisco Bay Area. The Housing Services program assists families to secure housing through housing search assistance, move-in financial assistance, eviction prevention, medium-term rent subsidies, and home-based case management to help families move toward self-sufficiency.

The Housing Stability Coordinator supervises the provision of services designed for individuals who are seeking long-term support in stabilizing their housing. This position is responsible for ensuring that Hamilton's mission is executed properly, and for overseeing the operational functions carried out by direct service staff. The Coordinator will ensure that participants are provided services and support in a trauma-informed, holistic manner, in an environment free from shame or stigma. The Housing Stability Coordinator directly supervises Housing Stability Specialists, implements new hire and ongoing training for the team, and ensures compliance with contract objectives. The Housing Stability Coordinator provides hands-on support, guidance and training for Housing Stability Specialists to ensure high-quality services that assist families in achieving economic and housing stability. The Housing Stability Coordinator serves as a bridge between direct service and administrative functions within the agency, in addition to serving as a liaison for communication among collaborative members. The Housing Stability Coordinator may carry a caseload of families as needed.

Primary Duties and Responsibilities

Stability Department Leadership and Management

• Collaborate with Housing Stability Manager to oversee the on-going daily operation of the Housing Stability department within the Hamilton Families Rapid Rehousing program.
• Assist in the creation and implementation of new and innovative programming and support services to meet the ongoing and emerging needs of families who are homeless and at-risk of homelessness.
• Monitor the overall effectiveness, efficiency of the program and services, and collaborate to improve policies and procedures, operations manuals, and training guides to increase and maintain the highest level of quality.
• Integrate best practices and principles into program services and operations, including Housing First, Trauma Informed Care, and Motivational Interviewing.
• Communicate closely and frequently with all members of the housing team to improve systems, solve problems, share resources, and coordinate work. Respond to requests from the Executive Leadership and other departments in Housing Services Leadership (Intake and Navigation) and all other departments including Data, Partnerships, Real Estate, HR, Admin, and Fiscal
• Provide departmental updates for newsletters, board meetings, communications department, etc.
• Organize and facilitate two weekly stability meetings including scheduling guests and training.
• Assist in developing ongoing expertise in delivering culturally competent services to a diverse population.
• Maintain and promote the flexible, cooperative, harmonious, teamwork environment HF strives to foster within the workplace.
• Work closely with Real Estate Leadership at Hamilton Families to assure quality control concerns are managed efficiently and effectively, and that positive relationships with landlords and property management companies serving low-income families are maintained.
• Collaborate with the Strategic Partnerships department to identify resource needs specific to neighborhoods/cities/counties where the families reside.
• Coordinate staff involvement in the planning of fun yearly events for families including Holiday celebrations, gift distributions, and Back to School events.
• Attend other programs, organizational and outside community meetings as assigned. Represent and act as a liaison for the program to funders, other community organizations, volunteers, and donors as needed.
• Participate in various departmental projects and represent the stability department in internal meetings and workgroups.
• In the absence of the HSD, the Coordinator will oversee and ensure the on-going daily operation of all department activities.

Staff Supervision

• Directly supervise a maximum of 7 case management staff.
• Supervision includes providing direct administrative supervision of program staff, performance evaluation and management, regular supervision meetings; monitoring employee workloads, coordinating schedules, and establishing work plans and priorities.
• Identify, provide, and track professional development and training needs for all assigned staff.
• Assign Housing Specialists for each household, track caseload sizes and trends across staff and monitor overall case load assignments to ensure evenness and manageability.
• Identify special projects for staff and offer support and supervision to ensure projects are completed on time and to the highest standard possible.
• Develop guidelines for performance management and ensure staff are accountable for meeting performance expectations and take corrective action as needed. Develop and communicate program expectations, policies, and procedures. Ensure compliance with housing program agreements.
• Oversee the design of participant service plans, ensuring they are consistent with organizational and programmatic objectives and goals.
• Maintain positive participant relations. Develop a work environment focused on customer service, diversity, respect and equity. Provide staff with leadership and guidance to ensure a positive experience for participants.
• Facilitate regular case review, exit planning and program coordination meetings.

Hiring and Training

• Lead recruitment, hiring and training efforts of case management staff within the department, in a manner consistent with HF personnel policies and procedures.
• Develop and conduct new-hire and ongoing training for case management staff based on program needs.
• Identify and implement training for staff on case management, case noting, family dynamics, goal setting, and strengths-based support.

Participant Relations

• Respond to all participant escalations and requests in a timely manner and demonstrate professional boundaries and ethics.
• Respect and honor participant's rights and responsibilities.
• Receive client grievances and respond appropriately. Notify Housing Stability Director, as necessary.
• Provide solutions and coaching to specialists in response to challenging participant circumstances.
• Hold cases in very limited circumstances, and only as determined together with the Housing Stability Director.

Data and Contract Compliance Management

• Review and submit reports and information documenting services and progress towards service objectives and goals.
• Conduct database and participant file audits, providing quality assurance oversight.
• Oversee and assure accurate data collection, maintenance of participant files, reporting requirements, and all assigned services are in compliance with all applicable internal and external regulations and requirements.
• Provide supporting documentation and periodic reports or presentations for stakeholders as required by contract partners.
• Regularly review Stability-related data. Problem solves issues, work towards improvements of key metrics, and acknowledge great work. Keep Housing Stability Director informed of trends (positive or negative) and associated work.
• Produce and submit regular reports on active cases, exits, and participant progress to contract partners.

Procedural Management

• Work closely with the Housing Stability Director on various organizational activities and special projects.
• Serves as project lead on assigned projects.
• Assist the Program Director and Project Manager in developing and revising policies and procedures, operations manuals, and other procedural guides.
• Work with Project Manager to ensure that stability paperwork templates are compliant with data and procedural requirements within each contract. Regularly review paperwork and processes and work with Project Manager to update according to info from HSH, Coordinated Entry, HUD, CalWORKs HSP, etc.
• Efficiently run and maintain various processes (for example: Transfer of Care, Case Reviews, Follow up calls, surveys etc.)
• Develop and implement program systems for case management procedures, caseload standards and assignments, tracking and quality assurance review and ensure contractual requirements are met.
• Review and approve check requests for supplemental subsidy payments, stability participant financial assistance payments. Track expenses related to funding codes and individual families.
• Ensure that check requests and other fiscal systems are completed in a precise and accurate manner. Work to develop team guidelines for proper submission.
• Manage and ensure timely completion of monthly housing subsidy payments.
• Assist with logistics of distribution of donations such as backpacks, holiday gifts, laptops, etc.
• Work with the Data and Evaluation team to implement new data platforms and tools to improve service area outcomes.
• Develop, implement, and manage Extension Request Review Board to ensure standardization of extension decisions.
• Other duties as assigned.

Qualifications, Skills and Abilities

• Bachelor's Degree from an accredited college or university in social work, psychology, a public health field, and/or in a management field such as public, or non-profit administration.
• A minimum of two years of professional experience in a relevant social welfare position, one year of which needs to include management and supervision of program staff and operations.
• Minimum three years' experience working with homeless populations; Demonstrated understanding of the social and interpersonal dynamics of poverty and homelessness; Experience working with mental health related issues, substance abuse, domestic violence, HIV/AIDS related issues, etc.
• Demonstrated ability to exercise appropriate authority and sound judgment when needed.
• Ability to uphold program and personnel policies and procedures and to support staff in doing so.
• Ability to coordinate, implement, assist in, supervise, and evaluate program activities and diverse staff.
• Ability to establish and maintain effective working relationships with a variety of individuals and groups.
• Familiarity with the principles, practices, and techniques of local, state, and federal contract management; contract negotiation, monitoring and evaluation; and supervision.
• Knowledge of community resources in the Bay Area; Broad understanding of social service system, with particular emphasis on housing assistance and services for families and children.
• Knowledge of Housing First and Harm Reduction philosophies in working with homeless and at-risk populations
• Strong commitment to collaboration; ability to work independently as well as a member of a team.
• Must be able to role model and demonstrate exceptional professional boundaries.
• Must possess the ability to manage multiple projects with demanding deadlines, superior organizational abilities, and the demonstrated ability to maintain a quality workplace in a fast paced and changing environment; Ability to plan and implement innovative programs.
• Good meeting facilitation skills.
• Excellent written and verbal communication skills; proficient in Microsoft Office Suite. Able to make regular entries, run reports and maintain a client Salesforce database.
• Bilingual English/Spanish language capacity desired
• A valid CADL, clean driving record, and proof of insurance; able and willing to travel locally as needed.
• Essential job functions include using a telephone, working at a standard computer terminal; ability to follow reasonable ergonomic accommodations; sit and stand for long intervals; reach, bend, lift, and carry up to 40 pounds depending on position; and walk up and down stairs several times a day.
• Criminal background check, fingerprint imaging, TB (Tuberculosis) clearance, and documentation required post offer.

Hamilton Families is proud to be an Equal Employment Opportunity employer. Equity, diversity, and inclusion are central to our organization. We actively seek and prioritize diversity in our teams. We welcome applications from people with a variety of backgrounds and ages, including people of color, candidates with lived experiences, candidates in the LGBTQ+ community, and candidates who identify personally at any part of the gender spectrum. Additionally, we are committed to working with and providing reasonable accommodations to individuals with disabilities.

We look forward to your application!