Case Manager, Resident Services

About SHF: Founded in 1969, Settlement Housing Fund is a nonprofit affordable housing organization. We own and operate 3,147 affordable apartments across New York City and are currently creating and preserving additional 3,031 apartments. We provide social services through onsite support to ensure housing stability for tenants who have transitioned from shelters into permanent housing at our buildings and those of other owners. We serve as an HDFC nominee to provide private developers with access to City financing to expand the supply of affordable housing. We are a leader in tenant selection and affirmative fair housing, leasing hundreds of units annually for other affordable housing owners.

JOB SUMMARY: The Case Manager, Resident Services role works with residents living within a portfolio of NYCHA developments participating in the Permanent Affordability Commitment Together (PACT) program.

The Resident Services Case Manager serves as a consistent, accessible point of contact for residents and provides individualized support designed to promote housing stability, increase access to benefits and community resources, and help residents successfully navigate tenancy-related challenges and the transition to PACT. Working collaboratively with residents, property management, NYCHA, community-based organizations, and other service providers, the Case Manager will conduct proactive outreach, provide case management and benefits navigation, coordinate referrals, and connect residents to programs and resources responsive to their needs.

Job Duties include but are not limited to:

• Provide individualized case management to residents experiencing housing, financial, health, benefits, family, or other challenges that may affect housing stability.

• Assist residents with issues related to rent arrears, lease compliance, annual recertifications, household composition, subsidy issues, lease renewals, and other tenancy requirements.

• Work with residents to resolve barriers that could place their tenancy at risk and connect residents to eviction-prevention and legal services when appropriate.

• Support residents in understanding their rights and responsibilities as leaseholders and navigating changes associated with PACT conversion.

• Coordinate and provide referrals to internal and external service providers, including benefits and entitlements, medical, mental health, substance use, education, employment, and other community-based supports.

• Accompany residents to appointments with government agencies, housing courts, healthcare providers, or community organizations when additional advocacy or support is needed.

• Maintain a visible and accessible presence at assigned PACT developments.

• Conduct proactive outreach through home visits, telephone calls, text messages, email, resident meetings, drop-in hours, and community events.

• Engage residents who may not independently seek services and conduct additional outreach when housing-stability or wellness concerns are identified.

• Participate in wellness checks and coordinate with appropriate partners when concerns regarding resident safety or well-being arise.

• Develop trusted relationships with residents and provide consistent follow-up on identified needs.

• Support outreach to residents during construction, relocation, service interruptions, building-wide initiatives, and other activities associated with PACT rehabilitation.

• Serve as a liaison with property management to address maintenance issues, lease-related concerns, and other tenancy matters.

• Maintain timely and accurate case notes and documentation of resident contacts, assessments, referrals, services, and outcomes in SHF's case management database.

• Track resident engagement, benefits assistance, housing-stability interventions, referrals, and outcomes in accordance with program requirements.

• Participate in required staff meetings, case conferences, supervision, trainings, and program compliance activities.

• Ensure departmental deadlines, documentation requirements, and performance expectations are consistently met.

• Support programming offered during daytime, evening, and occasional weekend hours based on resident needs.

• Perform other related duties as reasonably assigned.

Qualifications

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in social work, human services, psychology, sociology, public administration, or a related field required. An equivalent combination of education and relevant professional experience that demonstrates the knowledge, skills, and abilities required for the position may be considered.

• 2 or more years’ experience working with families experiencing homelessness, or housing insecurity.

• Experience providing general case management functions including assessment, service planning, referrals, advocacy, resource navigation and ongoing follow-up.

• Knowledge of New York City housing and social service systems, including public benefits, housing stability resources, eviction-prevention services, and community-based programs highly preferred.

• Strong interpersonal and communication skills, with the ability to engage effectively and respectfully with individuals from diverse backgrounds and experiences.

• Strong proficiency in Microsoft Office.

• Ability and willingness to travel regularly throughout New York City using public transportation and work at assigned residential developments and other community locations.

• Ability to work successfully in a hybrid environment.

• Bilingual a plus but not a requirement.

• Ability to work Monday through Friday, 35 hours per week, with an unpaid meal period and occasional evening and weekend hours based on resident needs.

• Commitment to providing affordable housing for low-to-moderate income population.

EQUAL EMPLOYMENT OPPORTUNITY AND POLICY AGAINST DISCRIMINATION AND HARASSMENT

Settlement Housing Fund Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth or related medical conditions, sexual orientation and gender identity), national origin, age, disability, genetic information, or military or veteran status in accordance with applicable federal laws. In addition, the Company complies with all applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including but not limited to hiring, placement, promotion, termination, transfer, leaves of absence, compensation and training.

Settlement Housing Fund Inc. does not tolerate unlawful harassment of employees based on race, color, religion, sex, national origin, age, disability, genetic information, or military or veteran status or in any other group protected by federal, state or local law. Improper interference with the ability of the Company’s employees to perform their expected job duties is not acceptable.

ACKNOWLEDGEMENT

This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions expected of an employee. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of you as an employee. You may be asked to perform other duties as required.