Supervising Case Manager

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 Supervising Case Manager (SCM) oversees a team of 2–8 Case Managers, manages shift operations across all San Francisco neighborhoods, oversees hotline functions, validates relocations and reunifications, and safeguards all client-related supplies, vouchers, tickets, and funds. The SCM ensures high-quality mobile and on-site services that support clients experiencing homelessness toward stabilization and long-term well-being.

Journey Home Supervising Case Manager spearhead mobile and on-premises client outreach, intake, assessment, and low-threshold to intensive case management: develop and manage individualized care plans, coordinate resources and wrap-around services, transport clients to appointments, connect clients with shelter and housing, facilitate health, mental health, and substance use disorder treatment, arrange travel and transportation, and help clients reunite with family, support networks, and careers for long-term well-being and housing stabilization. In this role, you will create, develop, and steward a caseload of approximately 50-60 clients at various stages of their journey toward housing stabilization and help approximately 8-10 people per month progress from homelessness toward housing stability.

Journey Home Supervising Case Managers are assigned a regular shift (AM, PM, Graveyard), must be available to work outside of their regular shift when assigned, and must be available to work special events or serve as emergency workers when required by community need. Shifts can be reassigned or rotated as the business needs of the operations change.

Success Factors::
• Must be able to inspire and hold team members accountable to contract KPIs.
• Must be able to exemplify and model professionalism, de-escalation, emotional intelligence, and self-regulation.
• Must model consistent attendance and on-time arrival (for all assigned shifts) are crucial.
• Must successfully complete the California Peer-to-Peer Support Specialist certification within 60 days of hire.

Essential Duties and Responsibilities: :
• Support the Program Manager and Director by enforcing Journey Home’s mission, policies, protocols, and contract requirements. Oversee all aspects of an operational shift, ensuring strong staff supervision and effective resource and schedule management for 24/7 operations.
• Provide direct supervision, coaching, and performance management for 2–8 Case Managers to ensure high-quality, consistent services across all San Francisco neighborhoods. Lead case conferencing; review and approve case files, data entries, and required reports.
• Verify all relocations and reunifications for appropriateness, documentation, safety, and legitimacy. Model excellence in direct case management.
• Manage and safeguard all client supplies, vouchers, tickets, gift cards, and other valuables. Conduct daily inventories and weekly audits; report discrepancies immediately. Serve as primary asset control coordinator for an entire shift. Ensure team members are following strict asset control practices.
• Lead shift briefings, debriefs, and weekly team meetings. Identify and document training needs and support staff development.
• Oversee hotline response, triage, dispatch, and documentation. Train staff on SOP adherence and ensure team achievement of Key Performance Indicators (KPIs).
• Ensure compliance with all fleet safety and operational protocols; serve as lead driver when needed.
• Build and maintain collaborative relationships with CBOs, SFPD, SFFD, EMS, hospitals, clinics, statewide partners, and GLIDE internal programs (Welcome Center, Safety, Ambassadors, etc.).
• Conduct outreach and engagement with individuals experiencing or at risk of homelessness. Connect clients to shelter, housing, and wraparound services to achieve Journey Home KPIs.
• Ensure comprehensive documentation for 50–60 active clients per case manager, including intakes, assessments, notes, logs, engagements, referrals, and all required data. Submit accurate daily, weekly, and monthly reports on time in the required databases.
• Transport clients to appointments; arrange travel; and ensure all client resources are tracked, distributed, and managed with the highest ethical and fraud-prevention standards. Coach team members to do the same.
• Uphold all case management ethics, HIPAA rules, confidentiality protocols, and public communication guidelines, and train team members to do the same. Coach team members to do the same.
• Connect clients to the full range of GLIDE and community-based services. Collaborate with all GLIDE neighborhood engagement and street-crisis response programs, integrating services where appropriate. Build rapport with neighborhood groups.
• Develop outreach and educational materials and support leadership in coordinating special events that promote Journey Home and GLIDE services.
• Engage in ongoing professional development, supervision, team meetings, community meetings, and required trainings.
• Obtain jail clearance in San Francisco and other Bay Area counties to enter city and county jails to advocate on behalf of incarcerated clients; other clearances as necessary and approved by management to help support clients.

Minimum Qualifications::
• Bachelor’s degree in social work, public health or, 2+ years providing outreach, navigation, and low-threshold to intensive case management services to high-risk populations, including expert knowledge of stabilization, shelter, housing, and substance use disorder treatment centers.
• Must have experience and training in de-escalation, motivational interviewing, overdose reversal, data collection and case notes.
• Experience providing street-based outreach services in urban settings and homeless encampments.
• Ability to read, write, collect data, and document case notes to the expected professional standards.
• Ability to establish and maintain effective collaborative relationships across Glide programs as well as with city agencies across San Francisco, the wider Bay Area, throughout California, and throughout the United States.
• Must be able to successfully engage clients in services and retention through the application of motivational interviewing, risk reduction counseling, and strengths-based counseling techniques.
• Must understand the social determinants of health and how they impact people experiencing homelessness, actively engaged in drug use, and proximate stressors.
• Must be able to provide culturally competent and trauma-informed support to diverse clients to help them achieve stability and self-sufficiency.
• Exceptionally strong communication and trust-building skills are required, including comfort and proficiency with public speaking (i.e. 1:1 interaction with clients and community, group education, street outreach, etc.)

Required Licenses and/or Certifications::
• Must have a valid California driver's license or the ability to acquire one within 60 days of hire.
• Must have auto insurance and a clean DMV record with the ability to drive GLIDE’s Journey Home Service Van.
• California Peer-to-Peer Support Specialist certification, or the ability to acquire one within 60 days of hire.
• California Community Health Worker Certification preferred.

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.