Customer Retention Supervisor jobs in Orange, CA

“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 Lead Housing Retention Specialist will provide lead direction and training to the Housing Retention Specialist in Orange County. The Lead HRS will engage with the other HRS to ensure the roles, responsibilities and expectations are met. Additionally, the Lead HRS will work closely with clients to maintain and sustain safe newly assigned housing by focusing on creating an individualized sustainability plan and establishing manageable goals. 

The pay range for this position is $27.00 - $29.00 per hour, depending on experience.

Responsibilities

• Carries a maximum caseload of 15.
• Must attempt to meet all clients in-person each month in their places of residence in accordance with role expectations
• If client is unable-to-contact, then there must be at least 3-4 modes of communication used in the effort to contact the client in the month.
• Develop individualized sustainability plans with measurable goals and objectives and assist in achieving clients’ desired outcomes.
• Network and collaborate with relevant internal and external personnel as it pertains to
  promoting retention outcomes
• Advocate for and connect clients to resources that will assist the client in achieving stabilization and housing retention. This includes warm hand-offs to agencies who can assist with clients with financial benefits, mental health, substance abuse, hygiene, shelters, medical treatment, legal advocacy, etc.
• Conduct biweekly supervisions with the HRS to review their caseload and key performance indicators.
• Partner with the Program Coordinators monthly for auditing
• Attend Interdisciplinary Care Team meetings when scheduled and provide updates to health care networks on mutual clients.
• Attend all relevant meetings held with the Cal AIM teams.
• Coordinate, prepare and maintain required charting and documentation in a timely and thorough manner.
• Maintain client records according to HIPAA and adhere to all client confidentiality
  requirements and standards.
• Complete training and development opportunities as determined appropriate by the
  supervisor.
• Acts in an ethical manner reflecting core values of integrity, transparency, accountability, respect and responsibility.
• Must accept personal responsibility and accountability for performance of duties.

Preferred Experience/Minimum Qualifications

Required:

• High School Diploma or equivalent.
• Proficiency in Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint, OneDrive)
• Case management/housing navigation experience dealing with homeless populations or similar fields.
• Customer and client relation skills.
• Valid CA Driver’s License and eligibility for company vehicle insurance.

Preferred:

• Bilingual in English and Spanish.
• Bachelor’s Degree

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
• 10 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