Client Retention Manager Jobs in California (NOW HIRING)

Position: Program Manager, Housing Retention
Reports to: Director of Housing Retention Services
Location: San Jose, CA
Type: Exempt, Full Time
Compensation: $103,744.37 Annually
ABOUT HOMEFIRST
Established in 1980, HomeFirst™ is a nonprofit organization passionately working to end homelessness. We serve the Bay Area community through low-barrier programming and systems leadership - meeting each person where they are by offering support and resources that address immediate and long-term housing needs. With nearly 45 years of experience, we view housing as a fundamental human right and understand that solving homelessness requires a collaborative effort.
OUR VALUES

• Kindness: We act with empathy toward others.
• Passion: We ignite change to fulfill our mission.
• Excellence: We deliver exceptional service to our communities.

POSITION OVERVIEW
The goal of HomeFirst's Housing Retention Department is to end and prevent homelessness for at-risk households in the County of Santa Clara, California. We achieve this goal by providing a milieu of services including rental subsidies, case management, landlord mediation, community-based activities, and other supports to program participants. The Housing Retention Manager is accountable for performance toward housing outcome metrics addressing the length of time participants experience homelessness while in program, recidivism, and cumulative program exits into permanent housing among others. This role is further responsible for modeling the values and principles of HomeFirst within the agency and broader community.
The Housing Retention Manager is committed to the principles of Housing First and Harm Reduction and demonstrates that commitment through their proactive and creative approach to program interventions. They recognize the time sensitivity required to support households in crisis to maintain or secure housing stability and exercise empathy toward the people we serve. The needs of the program, community partners, and population may compete, and the Housing Retention Manager is skilled in mediating conflicting demands and de-escalating challenges. They are professional representatives of the agency and can communicate persuasively when needed to enhance partnership opportunities or resolve crises. HomeFirst is a diverse company in a diverse field, and the Housing Retention Manager desires to work with people from a variety of social and economic backgrounds.
REPORTING RELATIONSHIPS
The position reports to Director, Housing Retention Services.
PRIMARY RESPONSIBILITIES

• Ensure effective service delivery as measured by achievement of program targets.
• Oversee that all documentation for the program is conducted appropriately within agency, licensing, contract, and program guidelines, including MediCal requirements as needed.
• Adhere to task completion deadlines.
• Independently manage the day-to-day operations of assigned programs through supervision of all assigned staff, including:
• Assist Case Managers and/or Support Specialists in maintaining a case load.
• Monitor and evaluate staff performance to ensure compliance with all expectations and standards of practice.
• Provide recruitment, hiring, and training of program staff.
• Work with staff to maintain thorough, accurate records of case management activities
• Organize the work of the program and delegate responsibility to staff members, as appropriate.
• Assess the follow-up of Case Managers and/or Support Specialists as they work with program participants to develop and implement an individual case management plan, and/or provide other support to help them achieve their income and housing goals.
• Lead regularly scheduled team meetings to support program operation, including client case conferencing
• Communicate and collaborate effectively with contract monitors and partners.
• Ensure service integration with Santa Clara County's CoC, including Permanent Supportive Housing and Homelessness Prevention systems
• Advocate on behalf of program participants as needed.
• Participate in program design and development, including the upkeep of operations manuals, as needed.

General

• Attend all job-related meetings, including program staff meetings and agency or system-wide meetings.
• Participate in opportunities for learning and skill maintenance/development, including internal and external trainings and workshops.
• Maintain professional relations and conduct.
• Utilize supervision appropriately, maintaining open lines of communication and providing updates on individuals.
• Be available after hours for support during crisis situations, as needed.
• Assist with other duties assigned.

COMPETENCIES

• Excellence: Commits to high achievement by setting personal standards of excellence, driving results, and continuously improving performance while fostering team success and organizational goals.
• Collaboration: Works effectively to build strong relationships, foster open communication, and create a cohesive and high-performing team.
• Diversity & Inclusion: Cultivates an inclusive environment that values and respects the social identities of all individuals, creating space for authenticity and equity.
• Managing Performance: Ensures team goals are met by proactively addressing concerns, providing guidance, and fostering accountability to achieve desired outcomes.
• Empowering & Developing Others: Delegates authority confidently, provides the freedom for individual styles, and offers recognition and constructive feedback to develop team members effectively
• Managing Change: Leads teams through organizational shifts by positively guiding others, encouraging adaptability, and aligning priorities with the agency's mission.
• Risk Management: Evaluates and mitigates risks in operational and strategic areas, prioritizes safety, and raises concerns to address potential issues proactively.
• Technical Expertise: Maintains a high level of skill and knowledge relevant to the role, staying adaptable and current in their field.
• Customer Service: Understands the needs and goals of both internal and external stakeholders, working collaboratively to achieve mutually beneficial outcomes.
• Planning and Organizing: Develops and adheres to efficient workflows, ensuring deadlines and processes are streamlined for maximum effectiveness.
• Critical Thinking: Approaches challenges with a logical, systematic, and thoughtful methodology to effectively navigate complex situations and make informed decisions.

BENEFITS
HomeFirst provides comprehensive benefits, including 100% employer-paid medical, dental, and vision coverage and additional wellness options like chiropractic care, mental health support, pet insurance, and an Employee Assistance Program. We offer a 401(k)-retirement plan with generous matching, life and disability insurance, flexible spending accounts, commuter benefits, and workers' compensation. Employees enjoy 12 holidays, sick leave, and PTO starting at 15 days annually, increasing with tenure, plus 8 hours of civic engagement leave annually to volunteer.
ORGANIZATIONAL EQUITY STATEMENT
At HomeFirst, diversity, equity, and inclusion guide our services, workplace, and decisions. Recognizing housing as a social justice issue, we prioritize equitable practices, honor lived experiences and uphold dignity for all. By fostering belonging, accountability, and continuous improvement, we embed DEI values in our processes, recruitment, and leadership, striving for excellence at every level.
HomeFirst is proud to be an Equal Opportunity and Affirmative Action employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state, and local law. Additionally, HomeFirst participates in the E-Verify program, as required by law.
HomeFirst is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please let your recruiter know.
QUALIFICATIONS (YOU HAVE)
Education and Experience

• Bachelors degree in Social Work or related field human services field preferred; Bachelors may be substituted by 2 years relevant work experience and/or lived experience.
• 3 years relevant work experience.
• Minimum of 1 year demonstrated leadership experience.
• Experience serving people at-risk of losing their housing or currently homeless preferred.

Skills, Abilities, Knowledge

• Bilingual Spanish or Vietnamese speaking or bicultural preferred, not required.
• Strong written and oral communication skills
• Interest in developing relationships with community partners and outside agencies
• Ability to manage multiple projects concurrently and be flexible with priorities.
• Demonstrated ability to develop and maintain priorities and meet established deadlines.
• Exceptional organizational skills
• Strong sense of accountability
• Ability to present oneself and the agency professionally to internal and external audiences.
• Ability to work as a member of a team and can set and meet individual goals.
• Ability to work with people of diverse socio-economic backgrounds.

Other

• Current and valid CA Drivers License, ability to be added onto Agency insurance to drive Fleet Vehicles
• Reliable transportation
• Able to perform sedentary work;
• Able to lift up to 30 lbs. on occasion;
• Ability to use keyboard and read computer screens for extended periods;
• Able to stand/sit for extended periods, kneel, reach and bend related to the completion of duties;