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Care Management Supervisor

Five Keys Schools and Programs

Job Description


Mission Statement

Through the use of social and restorative justice principles, Five Keys provides traditionally underserved communities the opportunity to improve their lives through a focus on the Five Keys: EDUCATION, EMPLOYMENT, RECOVERY, FAMILY, COMMUNITY.


Five Keys Overview

Five Keys was founded in 2003 by the San Francisco Sheriffs Department as the first accredited charter high school in the nation to provide diploma programs for adults in county jails. Today we are a much different social justice non-profit agency that has expanded its charter schools into 9 counties, in 24 jail locations and over 80 community learning centers. In addition to our schools, now we also run multiple homeless shelters, employment programs, programs for the unsheltered, reentry programs and housing for women suffering from immense injustice.


Our Core Competencies

A well qualified candidate has the capacity to communicate effectivelycollaborate with others while building positive relationships, demonstrates strong problem solving skills, has a dynamic learning mindset, and remains committed to a high level of cultural and social awareness. A successful candidate will work well under pressure, observe appropriate boundaries and operate with a high degree of emotional intelligence.


What its really like to join our agency

At Five Keys, culture matters. Culture is at the very core of everything we do and impact on a daily basis. Weve made a commitment to building an inclusive culture that seeks collaboration over hierarchy to create empowered work teams.

We serve vulnerable populations daily and we strive to approach everyone with compassion, patience and a trauma informed approach. We choose to push past discomfort to have difficult conversations to impact the greater good. This allows us the opportunity to collaboratively create an inclusive culture and transform the world around us.



We offer very low monthly costs for medical insurance - deductible and all in-network, out-of-pocket expenses paid for by Five Keys! Dental, vision and life insurance premiums paid by Five Keys and various pre-tax flexible spending accounts and retirement account 403b. Generous time off. Annual reimbursement up to $100 towards gym membership, smoking cessation and weight loss programs. Annual reimbursement up to $50 towards annual athletic event participation and annual massage after 6 months of employment. FREE access to wellness-related apps, Employee Assistance Program and Talkspace online therapy for you and your dependents.



This is an exciting opportunity to be a leader in ending homelessness through housing and coordination of services that includes education, employment, and health and wellness. This position will help clients improve their well-being and increase positive adult connections in their lives by supporting Housing Case Managers in developing and maintaining quality services to unhoused individuals who are in need of independent living skills. This role provides internal and external leadership, manages program alignment with grant and regulatory requirements, provides direct services to clients, and performs quality assurance, improvement, and management activities.

This role is responsible for leading our team of Housing Navigators, Care Coordinators and Supportive Services Case Managers. They will help develop staff competencies, especially for those who are still in training or who are early-career practitioners. They will create a collaborative environment, ensuring a team-based approach to caring for those we serve. This role will also work collaboratively with our housing program leaders to identify, help create and implement policies, procedures, and training as needed.



Other duties may be assigned as needed.

Learning and Development

  • This job supervises 10-15 Care Coordinators and housing navigators from multiple housing sites and programs in San Francisco and Alameda Counties. Care Coordinators are not licensed social workers and may have limited clinical experience.
  • Interviews, hires, evaluates, coaches and trains Housing Navigators/Care Coordinators with an emphasis on providing clinical context and support
  • Trains, coaches and mentors staff in use of trauma informed care and motivational interviewing when working with clients to achieve self-sufficiency
  • Supports staff by ensuring a work environment marked by positive communication, participation, and opportunity for professional development that ensures effective service delivery by overseeing development and management of quality assurance and program evaluation systems
  • Assists staff in obtaining more education, additional certifications and helps them find ways to enhance their skills and improve their chances of career advancement
  • Coordinates the assignment of cases, conducts staff meetings and provides training; schedules staff; evaluates work performance; assists in disciplinary proceedings and provides hands-on coaching to care managers to ensure program management practices meet expectations for good client care
  • Conducts regular case conferences with Housing Navigators, Care Coordinators, and interns for supervision and consultation; reviews case records and selects cases for discussion; supervises staff in assessing social, emotional, and economic causes of problem behavior and mental or emotional disorders and in developing and modifying treatment and approves alternative plans; supervises consultation activities of employees; is responsible for assignment and reassignment of employee caseload
  • Meets with staff regularly regarding techniques used, case progress, and related matters for the purpose of promoting and evaluating professional development and assuring the quality of care, as well as reviewing work in progress
  • Provides guidance and direction to staff on clinical intervention strategies, treatment planning, group therapy dynamics, and behavioral health screenings as necessary for excellent service delivery standards
  • Conduct initial 6-month reviews for new hires and annual performance reviews for staff
  • Function as team leader, driving and modeling the ideals of the program
  • Provide assistance and supervision in case planning and consultation to team members on clinical issues, case management, transference issues, sustainability practices/self-care, cultural considerations and diversity topics as appropriate


  • Collaborates with housing program leaders and staff to ensure quality service delivery to guests and clients
  • Develops, negotiates and manages partnerships for social service and for health service delivery
  • Participates in the establishment or revision of policies, procedures, guidelines, goals, and objectives
  • Provide resource information and referral to clients on an ongoing basis. This may include information such as benefit entitlement, drug and alcohol treatment programs, vocational training, legal services, immigration services, health and mental health services, housing and community resources
  • Support clients in securing benefits, housing, and other resources that are essential to achieving established goals. Assist clients in developing and learning appropriate methods of advocating for themselves
  • Participates in our crisis response system, providing crisis management and immediate therapeutic response to clients experiencing acute symptoms associated with their behavioral health issues. Facilitate debriefing events following crisis situations
  • Coordinate with other non-clinical service staff for shared clients and to inform group intervention designs
  • Achieve a broad understanding of the resources and services available in the community for clients with acute behavioral health needs
  • Develop and maintain relationships with outside agencies and treatment teams (e.g. HOT Team, Citywide, HSH, housing locators, etc.)

Quality Assurance, Improvement, and Management

  • Completes various chart audits for documentation compliance that aligns with funder and agency expectations, grant agreements and best practices as applicable. Provide guidance to staff based on results, recommend training, provide in-service training
  • Work closely with the Directors of Housing to reach all service goals and outcomes
  • Utilize data to inform decisions, make program improvements and meet outputs and outcomes
  • Prepares quarterly, semi annual and annual reports as required by HSH and leadership
  • Engage in quality improvement and outcomes management activities, including collection and analysis of demographics, outcome data and other metrics and utilize the data to improve program outcomes and service delivery
  • Enter chart assessments, mental health notes, service plans, outcome measures, incident reports, and other documentation accurately and in a timely manner into required electronic systems
  • Develop curricula and provide training to clinical program staff. Provide follow-up coaching as needed to ensure implementation and assess effectiveness of training
  • Maintain confidentiality regarding patient health information and comply with all laws of confidentiality and HIPAA requirements
  • Maintain knowledge and understanding of HMIS and Five Keys data tracking systems



  • Excellent written, verbal and interpersonal communication skills
  • Knowledge of and commitment to harm reduction practices
  • Requires knowledge of the ethnic, economic and social factors affecting the residents of the underserved neighborhood served by the program
  • Able to work in less structured situations, comfortable with ambiguity and willing to embrace and lead change management for the team
  • Able to maintain focus on housing department goals and vision while ensuring all details and day to day activities necessary to meet those goals are addressed



  • Completion of a clinical program with a Masters or Ph.D. degree in Social Work, Psychology, or a closely related field of behavioral or medical science from an accredited educational institution required
  • Possess a license in California as a mental health clinician (MFT, LCSW, Ph.D.) prefered
  • Previous experience providing comprehensive mental health service delivery to homeless and other very low-income families and individuals required
  • Budget management, personnel management, and computer competence required
  • Ability to navigate organizational structure and systems



  • To promote the health and safety of its employees, those we serve and our local communities, Five Keys requires that all employees must be fully vaccinated with a booster against COVID-19 (if eligible or agree to receive booster at the time of eligibility) prior to employment. Employees may also request and receive approval for an exemption from this policy. Exemptions are granted to accommodate a medical condition or sincerely held religious belief.
  • Must wear provided PPE (Personal Protective Equipment) and adhere to all safety guidelines and requirements, when needed
  • Occasional reaching with hands and arms
  • Travel to multiple sites required
  • Frequent and prolonged standing, walking, and sitting
  • Ability to provide verbal instructions in emergency situations
  • Moderate to extensive degree of physical and emotional stamina
  • Long periods of walking, sitting at a desk and/or computer station
  • Lifting items that weigh up to 40 lbs.; reaching, bending, carrying and stooping within the daily routine of tasks and activities



This position is contingent upon:

  • Submitting proof of clear TB results. Results dated within 60 days prior to hire date are acceptable



  • Travel to multiple sites in San Francisco and Oakland required on a weekly and sometimes daily basis
  • Moderate to high noise level
  • Work environment varies from site to site
  • Some personal safety risk working in high-crisis environments



At Five Keys, we understand that when our employees grow, the agency has a greater capacity to thrive and accomplish its mission. It is for this reason that we remain committed to providing ongoing professional development opportunities for all of our employees. These include but are not limited to: conferences, staff development training, and coaching plans that allows each employee to grow into new positions within and across divisions agency-wide (i.e., charter schools, housing services, programs, transitional employment, nonprofit administration, etc).

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