Resident Services Case Manager

Job Title: Resident Services Case Manager

Department: Housing Services

Grade: 4

Reports to: Director of Housing Services

Hours: Full time, 35 hours per week

Supervisory Responsibilities: N/A

Summary: The Resident Services Case Manager will provide proactive case management through Action Inc.’s Housing Services Department to residents of Action Inc.’s affordable housing properties. There are a total of 19 units, across three properties services including single individuals and families all with a history of homelessness.

Essential Duties and Responsibilities:

  • Provide case management services and maintain regular contact with clients through home visits in addition to phone calls, office visits, etc.
  • Create individual service plans that will be reviewed and updated on a quarterly basis with households.
  • As needed, transport clients to medical appointments, local food pantry, etc.
  • Identify, coordinate, and advocate for appropriate support services and resources for each client, providing linkages to services and resources as needed.
  • Assist residents with their annual and interim recertification’s with Gloucester Housing Authority and Community Teamworks.
  • Plan and host events for residents to foster a strong sense of community and to connect resident with community resources.
  • Conduct budget and rental arrearage counseling, as necessary.
  • Create and continuously update a new resident packet, given to all households at move in.
  • Reach out to new residents to provide new resident packet and to ensure that they are apprised of the availability of services through Action Inc and other local community providers.
  • Explore interest and feasibility of developing a Resident Advisory Board and depending on the result, moving on to creation and implementation.
  • Provide and maintain therapeutic boundaries and a professional relationship with clients.
  • Ensure clients are free from neglect and abuse and ensure their safety and well-being. Report all concerns/suspicions to your supervisor.
  • Ensure clients are treated with dignity and respect.
  • Enter and update information on residents served, in internal databases, in a timely fashion, meeting all mandatory deadlines.
  • Work collaboratively with other Housing Services staff and under the direction of the Director of Housing Services.
  • Attend and participate in departmental, organization-wide, and other meetings.
  • Act in the best interest of the organization, reflecting the values of teamwork, collaboration, and mutual respect.



  • BS degree in Human Services or related field preferred, related experience considered.
  • Minimum two years of social services experience required.
  • Proficient in computer skills including the Microsoft Office Suite.
  • Excellent organizational, interpersonal, and communication skills.
  • Reliable, responsible, highly organized and willing to take initiative.
  • Must have a valid driver’s license and reliable transportation
  • Ability to work with clients in crisis and those actively engaging in substance use.
  • Ability to practice effective de-escalation techniques and take reasonable precautions to ensure personal safety.
  • Second language is a plus.


Physical Demands: Must be able to lift, move and carry 25 lbs.

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