Job Description

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This is a Full-time position starting at $27.27 - $30.34/hr. with benefits package:

Tenant Law Center, a housing justice program of Catholic Community Services, seeks an Intake Case Manager to serve as a first point of contact for tenants seeking legal assistance. This position plays two critical roles; ensuring that low-income tenants facing eviction, subsidy termination, unsafe housing conditions are connected to timely legal services and also helping our most vulnerable clients find housing and navigate community resources.

The Intake Case Manager conducts client interviews, spots legal issues, creates and maintains case records in Legal Server, coordinates referrals, and works closely with attorneys, paralegals, community partners, and CCS programs. This position requires strong customer service skills, careful attention to detail, building a network with providers across the county, traveling to meet clients and the ability to communicate effectively with people experiencing crisis, housing instability, language barriers, and disability-related barriers.

Benefits & Compensation

This is a Full-time, 40-hour position starting at $27.27 - $30.34 /hr. (D.O.E) with a competitive benefits package:

• Medical, Dental, Vision, Life Insurance and Long-Term Disability
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Generous paid time off (PTO), paid sick time, 15 days of paid vacations
• 12 days of paid holidays, plus one (1) personal holiday
• CCS/AHA 403(b) Employee Savings Plan
• Employee Assistance Program (EAP)

Duties & Responsibilities

Client Intake and Screening

• Answer incoming calls, voicemails, emails, and referral requests.
• Conduct intake interviews with prospective clients, often with a telephonic interpreter for clients who speak languages other than English.
• Gather information regarding housing issues, eviction notices, court documents, landlord disputes, and subsidy related concerns.
• Issue spot for significant legal issues under the surface and ask follow-up questions.
• Screen clients for program eligibility and urgent legal needs.
• Identify cases requiring immediate attorney review.
• Work with interpreters and alternative communication methods when necessary.
• Create and maintain accurate client records in Legal Server.
• Review incoming Airtable and SharePoint referrals.
• Ensure all required supporting documentation is collected and uploaded.
• Maintain confidential and accurate case notes.

Case Management and Resource Navigation

• Work with clients to find housing through Housing Connector and maintain that housing successfully.
• Become knowledgeable about community networks so that referrals can be made to other organizations for resources.
• Physically visit clients when paperwork needs to be signed.
• Attend Resource Fairs for TLC and network with other providers.
• Attend open houses for new shelters and affordable housing units to become knowledgeable for resource navigating.

Referral Coordination

• Process referrals from internal CCS programs, including HEN, SSVF, and Rapid Rehousing.
• Coordinate referrals from community partners, Housing Justice Project, 211, code enforcement programs, and social service agencies.
• Forward eligible cases to attorneys for review and assignment.
• Track referral status and communicate with referring agencies when additional documentation is needed.

Client Communication

• Contact clients by phone, text, email, and other communication methods.
• Provide information regarding TLC services and intake requirements.
• Assist clients who experience technological, literacy, language, or disability-related barriers.
• Deliver trauma informed and culturally responsive customer service.

Team Collaboration

• Participate in regular case review and staff meetings.
• Collaborate with attorneys, paralegals, interns, and community partners.

Job Conditions

This position involves frequent telephone communication, computer-based work, detailed documentation, and regular interaction with individuals experiencing housing instability, poverty, trauma, disability, or other barriers to housing stability. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Qualifications

Minimum Qualifications

• One year of experience in legal services, human services, housing services, customer service, or case management.
• Strong written and verbal communication skills.
• Excellent organizational and data entry skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and professional boundaries.
• Demonstrated commitment to serving low income and marginalized communities.

Preferred Qualifications

• Experience working with tenants, eviction prevention programs, legal aid organizations, or housing programs.
• Familiarity with Legal Server, Airtable, Microsoft Teams, SharePoint, and Microsoft Office.
• Experience working with interpreters and multilingual populations.
• Knowledge of Washington landlord tenant law, Housing and Essential Needs, SSVF, Rapid Rehousing, or other housing stability programs.
• Bilingual or multilingual applicants are strongly encouraged to apply.
• BIPOC, people from alternative educational paths and people with lived experience with housing instability are strongly encouraged to apply

Note: This posting is a summary of the core duties and requirements of the role. A full job description is available upon request and provided upon hire.

Note to Internal Candidates: HR reviews internal compensation and determines any increase based on their experience and also agency internal equity factors. Please let us know if you need special accommodations to apply or interview for this position.

Catholic Community Services is an Equal Opportunity Employer. Visit www.ccsww.org to learn more.