Case Manager (Tenant Law Center)

• 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.

• 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.

• 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.

• 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.

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

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.

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.