Manager of CSS Housing (Orange County)

“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 Health + Home (IH+H) 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. IH+H currently has 13+ facilities with 22+ micro-communities scattered across Orange County, Los Angeles County and the Inland Empire.

RoleThe Manager of Community Support Services Housing Services will be responsible for overseeing the daily operations of the Housing Services program in the LA/OC or IE region. This role involves managing key program personnel, including Lead Housing Navigators, Lead Housing Case Managers, Housing Navigators, Housing Case Managers, Housing Retention Specialists and Program Coordinators. The manager will ensure the quality of their work in terms of both programmatic and contractual compliance as well as client-centered and ethical considerations. Responsibilities also include maintaining staff productivity, representing the program in community relations, administering corrective actions when program standards are not met, and assisting the Associate Director of CSS Housing Services with various administrative tasks. These tasks may include conducting documentation audits, participating in engagements with contractors, assessing reporting metrics, training new staff, monitoring program and contractual benchmarks, and contributing to workflow and policy development. 

Responsibilities

• Supervision of CSS Housing services staff includes overseeing and facilitating both qualitative and quantitative aspects of the CSS Housing Services job functions. This entails closely monitoring the work of both Housing Retention Specialists, Housing Navigators/ Housing Case Manager, Program Coordinators, and Lead Housing Navigators/ Housing Case Managers insofar as it is delivered punctually and in accord with contractual tenets, ethically and in accord with Illumination Foundation guiding principles, and that it meets internally designed standards.  

• The manager of CSS Managers will monitor outbound program referrals and will ensure that members are being linked properly in accordance with their needs. 

• The manager of CSS Housing Services will oversee the integrity of CSS Housing Services staff documentation, applying Illumination Foundation documentation standards when warrant.  

• The manager of CSS Housing Services will oversee relationships built between all CSS Housing Services Staff, Health Networks, and other housing providers and clients in the community.  

Client Care: 

• Manager of CSS Housing Services will ensure CSS Housing Services staff are using ethical, client-centered approaches when engaging members.  

• Manager of CSS Housing Services will ensure staff attendance at communal engagements where client-care details / strategies surrounding their members are being discussed.  

• Manager of CSS Housing Services will themselves take client-centered approaches when engaging clients.  

• Manager of CSS Housing Services will view documentation through a programmatic lens and a client-centered one, intervening in cases that fail to uphold our client care standards.  

• Manager of CSS Housing Services will ensure that all clients, issues, grievances, or concerns are addressed per Health plan accordingly.  

Leadership and Community Relations:

• Manager of CSS will empower community members in decision-making processes ensuring that initiatives are inclusive, resilient, and community driven. 

• Manager of CSS will provide ethical and inclusive leadership fostering trust and engagement within diverse communities. 

• Manager of CSS will be building trust and credibility to sustainable community engagements. 

• CSS Managers will effectively communicate strategies vital for connecting with and mobilizing community members. 

Collaboration:

• Manager of CSS Housing Services will engage in weekly 1:1 collaborative effort with CSS Housing Services staff, as well as with the Associate Director of CSS Housing Services.  

• Manager of CSS Housing Services will collaborate with client care team members belonging to other programs, to co-create and optimize the deliverance of client care services.  

• Manager of CSS Housing Services will collaborate with administrative staff belonging to contracting agencies and be a point of contact for field-based / client-facing inquiries, questions, and concerns of contractors.  

• Manager of CSS will collaborate with various departments regarding program-related initiatives. 

• Manager of CSS will collaborate with leadership to develop strategic initiatives aimed at addressing trends related to housing instability in the Los Angeles, Orange County, and/ or Inland Empire regions. 

• Manager of CSS Housing Services will work with the Associate Director of CSS Housing to ensure that the quality and quantity of CSS Housing Services staff documentation is up to internal and contractor standards. This will involve bi-monthly chart audits in the Electric Health Records (EHR) and in various provider portals.  

• Manager of CSS Housing Services will work with the Manager of CSS Housing Services to identify accurate data / reporting figures, so as to remain compliant with contractor program parameters.  

• The Manager of Customer Support Services (CSS) will be responsible for reporting capacity figures and advising the Associate Director on resource availability. 

• The Manager of CSS will also enforce, implement, and monitor Key Performance Indicators (KPIs), and recommend structural and departmental changes as necessary. 

Administrative Oversight:  

• Manager of CSS Housing Services will attend all monthly meetings with contractors, as well internal meetings with administrative staff. Information gleaned from these meetings will be disseminated to staff members accordingly.  

• Manager of CSS Housing Services will oversee employee timesheets and will be responsible for their compliance / accuracy.  

• The Manager of CSS Housing Services will be responsible for effectively drafting and administering corrective actions when staff members do not meet established expectations and standards.   

•  The Manager of CSS will document and track all corrective actions and counseling forms to ensure compliance with HR policies and organizational guidelines. 

Workflow and Policy Development: 

• Manager of CSS will Implement and execute an onboarding process for new personnel to ensure operational readiness within the first 30/ 60/ 90 days.  

• Manager of CSS Housing Services will oversee training / growing personnel and administering new curricula when necessary.  

• Manager of CSS will know how to create a Standard Operating procedure (SOP) 

• Manager of CSSS will develop a standardized reporting template for personnel to facilitate the efficient submission of monthly program updates. 

• Manager of CSS is responsible for contributing to the long-term success of the program. 

• Possess comprehensive understanding of the Cal AIM CSS programs in its many facets, including contractual / obligatory standpoints, day-to-day functionality, staff / client relations, reporting requirements, resources, etc.  

• Ability to think critically and be adaptive  

• Proficiency in IF’s Electric Health records (EHR) system and keen knowledge of CSS Housing Services documentation requirements.  

• Affability, and communicative and social aptitude, in client, staff, and communal relationships.  

• Ability to multi-task and remain composed in chaotic or inflamed situations. 

• Ability to work independently, when need be, and address problems / crises when needed.  

• Ability to top-down and bottom-up communicate, and be transparent  

• Demonstrates awareness of, and compliance with tenets of member confidentiality such as HIPAA  

• Ability to delegate and build relationships of trust and accreditation with staff members.  

• Ability to be flexible and meet deadlines.  

• Passionate commitment to serving our members populations of focus.  

• We uphold the values of Community, Action, Respect, and empowerment in all aspects of our work. 

• Community We lead with the vision of a strengthened and compassionate community for all. By embodying collective care, we serve as an example of what is possible when we come together. 

• Action Our “whatever it takes” mindset drives us forward. We take initiative, step in where others have stepped out, and create solutions when none exist. 

• Respect We deeply value the dignity and uniqueness of every individual we serve. We honor their stories, their journeys, and their right to be seen and heard. 

• Empowerment We heal—always. Our work enables clients to grow stronger in health, confidence, and belief in their potential as they move forward on their life journey.

• Bachelor's Degree 

• Comprehensive knowledge of the Cal AIM CSS Housing Services  

• Possess a proficient ability and willingness to learn and adapt  

• Be flexible, open, conscientious, and have a good / positive attitude 

• Possess marked social aptitude / a keen ability to work in social environments  

• Must be an excellent communicator and understand flexibility and variability in different communicative styles.  

Preferred:

• Bilingual in English and Spanish.  

• Proficiency in Outlook (Mail, SharePoint, Excel, Teams, Calendar).

• Medical Insurance funded up to 91% by Illumination Health + Home (Kaiser and Blue Shield), depending on the plan
• Dental and Vision Insurance
• Life, AD&D and LTD Insurance funded 100% by Illumination Health + Home
• Employee Assistance Program
• Professional Development Reimbursement
• 401K with Company Matching
• 15 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 loan

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