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Pine Street Inn Case Manager, Washington Street in Boston, Massachusetts

Case Manager, Washington Street

Department: Supportive Housing

Office: 1740 Washington Street

Location: Boston, MA

Position Type: Direct Care

Hours/Shift: Morning - First Shift

Employee Type:: Regular Full-time


Home and Healthy for Good Case Manager

SCHEDULE: 40 hours, Tuesday - Saturday, 8-430pm, 1 day a week remote.

Pays $23.48 per hour or DOE

LOCATION: 1740 Washington Street, Dorchester Ma



  • Home and Healthy for Good (HHG) Program provides comprehensive, intensive case management support to chronically homeless individuals with histories of substance abuse and mental illness in housing using the Housing First model promoting long-term stability in housing and the end of homelessness in Boston. HHG Case Managers work as part of an intensive case management team serving tenants who may be experiencing untreated mental illness, active drug and alcohol addiction, and other major health challenges. HHG Case Managers use a harm-reduction, trauma - informed approach to working with participants, including the utilization of Stages of Change Theory and Motivational Interviewing techniques. HHG Case Managers are responsible for a specific caseload of tenants, and also for collaborating with other Pine Street Inn Supportive Housing staff on program-wide efforts to stabilize and promote the individual growth of all HHG tenants. Additional responsibilities include, but are not limited to: assisting tenants with all required program documentation; assisting tenants with obtaining benefits, healthcare, educational opportunities, employment opportunities, and legal aid; supporting the development of tenants- activities of daily living skills and creating individual service plans with tenants, maintaining all necessary documentation; monitoring and reporting maintenance needs in apartments, and supporting timely program fee collection from tenants.


    The person in this position must have a clear commitment to the population we serve, and be able to work as part of a team.



  • High School diploma or GED

  • Strong written communication skills

  • Computer Proficiency in Microsoft Office Products


  • Undergraduate Degree in a related field (i.e. social work, psychology, education, nursing)

  • Bi-lingual - Spanish/English

  • Valid Mass Driver-s License with a minimum of two (2) years of driving experience, and excellent driving record


  • Strong commitment to learning and using harm-reduction and motivational interviewing skills in order to promote improved behavioral health among tenants.

  • Ability to set limits fairly and consistently while maintaining appropriate boundaries.

  • Knowledge of effective crisis intervention techniques and ability to respond appropriately in crisis situations.

  • Excellent organizational, communication, and interpersonal skills; the ability to balance many competing demands.

  • Experience working as part of a team.


  • Experience working with chronically homeless individuals in Housing First programs

  • Experience working with individuals experiencing substance abuse, mental illness, trauma, homelessness and/or other complex disorders. Knowledge of local care-giving and advocacy resources for people experiencing: substance abuse and dependence, mental illness, trauma histories, head injury, medical illness, physical disabilities, relationship violence, criminal and civil justice system involvement.

  • Knowledge of government benefits systems, and Boston area service providers.

  • Experience with HMIS


  • Ability to access different building locations and program sites via vehicle, public transit, or by foot in varied weather conditions, including climbing several flights of stairs and lifting up to 50 pounds of weight

  • Ability to sit for long periods of time and use computer, calculator, fax, copier and other office equipment

  • Ability to communicate professionally both verbally and in writing, including the ability to successfully represent organization in various forums

  • Ability to juggle many competing demands, to prioritize work efficiently and effectively

  • Ability to take initiative, plan and work independently

  • Interpersonal skills, patience, persistence, tolerance, ability to engage and develop rapport with a wide range of personalities

  • Must have highly developed professional ethics to maintain appropriate boundaries and sets limits fairly and consistently

  • Contributes to the overall integration and success of the department by being a team player, accepting and offering guidance as appropriate, participating in PSI activities and trainings as requested and promoting organizational integration based on the mission, vision and values


    The HHG Case Manager is responsible for the following caseload outcomes:

  • Of those enrolled at least one year ago, 85% will remain in housing for at least one year or have moved to other permanent housing

  • 80% of participants of total case load will maintain or increase their income

  • 80% of participants are assessed at a Phase of Care rating of stable or higher (a score of 1.5 or higher)

  • 100% of participants will revisit their service plan a minimum of once every 90 days


  • Contribute to the success of the Pine Street Inn Supportive Housing Team by assisting the Case Management Supervisor and/or Lead Case Manager with new tenant move-ins and completing required intake paperwork according to program standards. Work collaboratively with the Operations Team when a vacancy has been identified to assist in communication to the roommate about next steps and assist in making units ready for occupancy. Work with the Scattered Site Coordinator to correct maintenance issues, to include bed bug remediation. Work with the Case Management Supervisor and Associate Director to identify and address program agreement violations, including program fee arrearages.

  • Actively manage a case load of, at least, ten formerly chronically homeless tenants in scattered site housing promoting housing retention, income maximization, and greater self - determination. Provide high quality, culturally sensitive, client - centered intensive housing based case management utilizing evidence-based practices of motivational interviewing, trauma-informed care and harm reduction. Using creativity and perseverance when necessary to engage the most difficult to reach tenants.

  • Assess tenants on their tenancy, substance abuse issues, mental health symptoms, legal issues, health care, employment and income, independent living skills, and community engagement using the PSI Supportive Housing Phases of Care (POC) Assessment Tool to guide frequency and type of case management intervention. Conduct case management in the home, in the community, or in SSH offices as POC indicates.

  • Work with tenants to create client - centered, strengths - based, individual service plans (ISP), to be periodically evaluated and edited as necessary/appropriate but at least once every 90 days.

  • Educate, coach, and reinforce activities of daily living (ADL) skills, including, but not limited to personal hygiene, budgeting, cooking and leisure time activities. Assist tenants in shopping, laundry, and other ADL as needed or requested.

  • Provide strengths - based interventions with tenants experiencing psychiatric distress or other acute crisis. Develop individually based crisis intervention plans with each tenant in order to reduce the number of hospitalizations and/or police response. Intervene directly and/or cooperate with team efforts around crisis stabilization for tenants.

  • Maintain accurate written records and documentation in accordance with program standards including, but not limited to ISPs, tenant charts, incident reports, detailed case notes and referrals and third party billing, when applicable. Maintain HMIS records in a timely and accurate fashion and contribute to Annual Progress Reporting when needed.

  • Participate as part of the PSI Supportive Housing Services Team, contributing to bi-weekly case conferences and collaborating with the Dual Diagnosis Clinician and BHCHP-s nursing and psychiatric staff when appropriate.

  • Provide advocacy and brokerage services with community agencies and other available and appropriate resources, with the goal of supporting each tenant-s personal growth, enhanced independence and stability in housing. Demonstrate initiative in exploring existing and potential resources through the development of positive working relationships with service providers in the Greater Boston community. Actively participate in referrals and aftercare/discharge planning to and from treatment programs when appropriate.

  • Represent PSI and the Supportive Housing Department in the Housing Court system in conjunction with the Case Management Supervisors.

  • Assist tenant as required for bed bug remediation as outlined by PSI Bed Bug Policy-

  • Due to emergency or unforeseen program needs, staff may be temporarily or permanently reassigned to another PSI Housing program at any given time.

  • Attend regularly scheduled meetings including supervisory, case management team meetings, SSH department meetings, PSI staff meetings, and other meetings as requested.

  • Participate in required and recommended trainings to enhance case management and advocacy skills.

    Core Competencies and Skills:

  • Guest/Tenant/Client Focus : Provides service excellence to guests, tenants, or clients. Responds to needs in a timely, professional, helpful, and courteous manner. Responds to immediate needs and then follows up with guests, tenants or clients. Keeps guests/tenants/clients up to date on progress of services they are receiving and changes that affect them. Appropriately prioritizes needs of guests/tenants/clients.

  • Attention to Detail: Works in a conscientious, consistent and thorough manner. Demonstrates clear understanding of documentation requirements for role and maintains current accurate documentation. Reviews work and documentation for accuracy and thoroughness.

  • Motivating Guests/Tenants/Client: Inspires guest/tenant/clients commitment to their own development toward self-management and independent living. Looks for and uses intervention motivational techniques, including motivational interviewing. Acknowledges achievements. Helps guests/tenants/clients identify their long range plans and goals. Maintains and communicates a positive, yet realistic outlook. Uses a variety of approaches to energize and inspire guests/tenants/clients.