Case Manager I, Health Systems Navigation

About Glide
GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization

Position Summary:
The Health Systems Navigation (HSN) Case Manager provides comprehensive, client-centered case management with a harm reduction focus to individuals who use substances. This role facilitates seamless access to and retention in a full spectrum of health services, including primary care, behavioral health, substance use treatment, and HIV/HCV/STI prevention and care. Responsibilities include conducting outreach, testing, counseling, and support groups, with a primary focus on re-engaging participants who are newly diagnosed or have fallen out of care. By managing a dedicated caseload and developing individualized care plans that prioritize client-identified goals (such as improving health, securing housing, and accessing social services), the Case Manager supports participants on their journey toward improved health, stability, and self-sufficiency.

Essential Duties and Responsibilities:
• Conduct client intakes and assessments to identify strengths, needs, and barriers to care.
• Develop, implement, and update individualized care plans in collaboration with clients to achieve their health, housing, income, and stability goals.
• Provide ongoing, strengths-based case management and consistent follow-up to a dedicated caseload to support progress toward care plan objectives.
• Coordinate internal and external services, including medical care, behavioral health, substance use treatment, and housing, and assist clients in obtaining vital documentation and public benefits.
• Provide confidential HIV/HCV/STI risk reduction counseling, and risk assessment and disclosure sessions using evidence-based approaches to people seeking confidential HIV/HCV/STI testing.
• Build a positive rapport with clients through the compassionate and non-judgmental application of harm reduction and trauma-informed principles.
• Serve as the primary point of contact for linkage-to-care referrals for clients who test positive for HIV/HCV/STI, ensuring a warm handoff and supportive follow-up.
• Facilitate harm reduction and health education support groups on a regular basis.
• Conduct targeted outreach and engagement in various community settings, including SROs, shelters, and via GLIDE's mobile testing team, to identify and connect with clients across SF.
• Represent GLIDE at community events, health fairs, and partner meetings to promote program services and collaborative care.
• Maintain accurate, timely, and confidential client records and case documentation in compliance with HIPAA and program standards.
• Complete all required data entry in designated databases (e.g., Salesforce) to capture contract deliverables and support reporting.
• Actively participate in care coordination meetings with internal and external partners to ensure integrated service delivery.
• Engage in regular supervision, team meetings, and professional development training.
• Prepare and submit monthly activity and data reports to capture program deliverables.
• Serve as the primary contact for linkage-to-care referrals for clients testing positive for HIV/HCV/STI, ensuring warm handoffs.
• Adhere to professional boundaries, ethical standards, and HIPAA protocols.
• Develop and prepare culturally appropriate outreach and educational materials to promote program services.
• Support and participate in the full range of HEAT program services and special events.
• Conduct consistent follow-ups (e.g., office, outreach, phone) to support client goals and document progress.

Minimum Qualifications:
• Bachelor’s degree in social work, public health or related field and/or 2+ years providing harm reduction focused case management services to high-risk populations, including knowledge providing prescriptions for suboxone, naltrexone and other medications (and methadone dispensaries) used to support treatment adherence for clients who access HEAT MOUD services.
• Must have extensive knowledge of the prevention and treatment of HCV, HIV, and STIs.
• Ability to plan and implement outreach objectives in alignment with HEAT program needs and to promote HEAT program objectives.
• Ability to establish and maintain effective collaborative relationships across GLIDE programs, city agencies, and community partners across San Francisco and the wider Bay Are
• Understanding of core principles and practices of harm reduction and successfully engage clients in services and retention through the application of risk reduction counseling, strengths-based counseling techniques and trauma informed systems of care.
• Knowledge of the Social Determinants of Health (SDOH) and ability to provide culturally competent, culturally sensitive support to a diverse community of clients to help them achieve stability and self-sufficiency.
• Strong communication skills and trust-building skills are required, including comfort and proficiency with public speaking (i.e. 1:1 interaction with clients, group education, street outreach, etc.)
• Experience and training in overdose reversals, de-escalation techniques, motivational interviewing, and other relevant skills in managing chaotic environments

Certificates, Licenses:
• California Rapid HIV/HCV/STI test counselor certification preferred OR willingness to be trained.
• Current California driver’s license preferred.
• Certified Phlebotomist preferred.

Required Skills:
• Proficiency and accuracy in math.
• Proficient in professional written and verbal communication skills.
• Competency in the use of a computer, including performing internet research and Microsoft Office Suites applications
• Reasonable ability to enter data into database systems (i.e. Salesforce, EHR)

Physical Requirements:
• Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
• Ability to work on a computer and see details of objects at close range.
• Ability to hear within normal range, and communicate effectively (in person, telephone or Zoom).
• Finger dexterity and the ability to use all standard office equipment.
• Sit or stand comfortably; and the ability to navigate throughout office spaces (via elevator or stairs).

Work Environment
GLIDE’s buildings are located in the Tenderloin neighborhood.  GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

This role is covered by the collective bargaining agreement.