Residential Services Case Manager

FLSA Status: Non-Exempt 

Hourly Range: $23.76 per hour - $26.14 per hour  

Schedule: In person, Full time, Monday-Friday 8:00 AM – 4:00 PM

Homelessness is a public health, social and racial justice issue!

Since 1984, St. Francis House has committed itself to healing the wounds of those impacted by an inequitable society and breaking down the barriers, including systemic racism that prevent all people from living lives of dignity.

St. Francis House is the State’s largest provider of day services supporting people who are at risk of or are experiencing homelessness. Located in the heart of downtown Boston, we compassionately welcome nearly 500+ adults through our doors every day who are seeking a safe and dignified refuge and opportunities to rebuild their lives. Our holistic approach allows us to deepen our impact by offering integrated programing that helps our guests achieve stability in the areas of housing, income, and behavioral health. Joining our team would provide you a dynamic opportunity to work with an interdisciplinary team of providers dedicated to solving this public health crisis.

We offer an extensive Benefits package! Up to 90% of individual insurance premiums paid for Harvard Pilgrim Health Care health insurance & Altus dental insurance, 4 weeks of vacation and 13 holidays recognized per year, employer – paid life & disability insurance, a vested 403b retirement with 5% match, and much more!

 Job Summary

The Residential Services Case Manager provides direct support to individuals who have transitioned from homelessness into permanent housing. Operating from a Housing First perspective, the Case Manager works closely with residents to help them build skills and access the resources needed for long-term housing stability. Guided by St. Francis House’s Philosophy of Care—person-centered, recovery-oriented, and trauma-informed—they focus on supporting progress in housing, income, and behavioral health.  

Essential duties / responsibilities  

• Welcome new residents and support a smooth transition from homelessness to stable, supportive housing. 
• Manage a caseload of approximately 30 residents, with about 30% requiring high-level support. 
• Build proactive relationships through regular outreach to ensure residents are connected to services. 
• Conduct assessments and develop service plans focused on housing, income, and behavioral health stability. 
•  Support development of daily living skills (e.g., budgeting, income, nutrition, tenancy). 
• Use Motivational Interviewing to support residents’ readiness for change. 
• Collaborate with team and community partners to plan positive resident activities. 
• Coordinate with internal departments to address behavioral health, income, and basic needs. 
• Maintain timely, accurate resident records and review caseload regularly. 
• Monitor participant’s tenancy for early signs of issues (e.g., disputes, rent arrearages, violations) by tenant or landlords and report concerns to supervisor promptly.  
• Act as liaison with landlords, providers, and other relevant parties as permitted. 
• Track performance with supervisor to meet participant and agency goals. 
• Adheres to agency code of conduct. 
• Performs other duties as assigned. 

• Highly reliable, proactive, independent, and consistent. 
• Knowledge of Motivational Interviewing, Housing First, harm reduction, and trauma-informed care. 
• Patient and adaptable approach to supporting change; able to recognize strengths/barriers and create holistic, person-centered plans. 
• Skilled at engaging and supporting diverse individuals, including those with CORI/SORI and behavioral health needs. 
• Strong communication, advocacy, interpersonal, and customer service skills. 
• Excellent organizational, time management, and attention to detail. 
• Proficient with Microsoft Office Suite or related software. 
• Able to work independently and collaboratively in a fast-paced environment. 
• Basic understanding of and commitment to taking a person-centered, recovery-oriented, and trauma-informed approach. 

Education & Experiences

• High School Diploma or equivalent required. 
• Further education in a human service field a plus. 
• Experience with direct service or case management with vulnerable populations. 
• 1+ years’ experience with people currently or recently experiencing homelessness preferred. 
• Lived experience with homelessness and/or recovery a plus. 
• Driver’s license and reliable transportation strongly preferred. 
• Proficiency in English required; bilingual in Spanish preferred. 

Work Environment & Activity

• Prolonged periods of desk work and computer use. 
• Occasional standing and movement within a multi-level building. 

If you are ready to make a lasting impact in the lives of others, please complete our application process.

SFH is an Equal Employment Opportunity Employer. We are committed to fair and equitable employment practices and to fostering a workplace where all employees are respected, supported, and able to grow. In support of our mission, we encourage individuals from all backgrounds to apply, including those with lived experience of homelessness or recovery and those who have faced barriers to employment. We value the range of experiences and perspectives that strengthen our work in the community.

Reasonable accommodations may be made to enable individuals with disabilities to perform these duties. 

This job description is subject to change and does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.