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About the Role

The Client Assessment Manager serves as the front door to the organization’s housing stability services, conducting triage assessments, determining the appropriate level of intervention and designing effective client centered housing crisis intervention plans. This role leads the implementation of the organization’s client-centered housing stability model, ensuring timely triage, coordinated service delivery, and effective interventions that prevent evictions and promote long-term housing stability.

Responsibilities

Conduct triage assessments, determine levels of urgency, facilitate case conferences, assign cases, and develop housing stabilization strategies based on household composition, housing history, and other circumstances.
Ensure excellence in service delivery with a focus on timely crisis resolution, including monitoring wait times for triage appointments, quality of referrals, processing of financial assistance for rental arrears, and responsiveness to property owners and other parties involved in case resolution.
Stay informed on housing policies, resources, and eviction prevention interventions available to New Yorkers, including HRA policies and procedures, Homebase services, housing vouchers, legal service providers, Housing Court, charitable assistance programs, and The Partnership’s financial assistance protocols.
Support program staff in identifying and determining eligibility for referrals and resources that promote both short- and long-term housing stability, including rental assistance and subsidy programs.
Provide reassurance to clients and serve as a knowledgeable resource throughout the course of a case, explaining processes compassionately and using a trauma-informed approach.
Utilize warm handoff practices to support continuity of care and remain available to support staff troubleshoot complex or sensitive situations.
Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution.
Analyze internal data to identify trends in service delivery and recommend updates and operational improvements to the Director of Client Operations.
Work with the Director of Client Operations to strengthen operational approaches that support organizational goals.
Facilitate meetings and trainings to promote best practices, consistency, and operational effectiveness across the program.
Participate in the ongoing development of The Partnership’s programs and service models.
Maintain accurate and timely documentation through case files and the program database.
Build and maintain relationships with partner organizations and service providers.
Elevate client experiences through ethical storytelling that supports advocacy and fundraising efforts.
Perform other duties as assigned.

Requirements

Bachelor’s degree required.
4+ years of progressive experience in social services, including at least 2 years supporting families prevent evictions.
Deep knowledge of housing stability programs, eviction prevention, crisis intervention, housing court and government benefits and the ability to train others.
Experience leading case conferencing unsupervised.
Strong leadership and interpersonal skill, including the ability to guide, influence, and hold staff accountable from a place of expertise, even without direct supervisory responsibility.
Strong advocacy skills and willingness to question processes, challenge barriers and identify creative solutions identify creative solutions in order to achieve the best possible outcome for clients.
Strong understanding of trauma-informed care and the intersection of mental health, housing instability and systemic inequities.
Ability to move cases forward with urgency and accountability while balancing compassion, quality service delivery, and organizational priorities.
Strong conflict resolution, mediation and de-escalation skills.
Experience using data to inform programmatic recommendations and decision-making.
Partnership-building skills and experience working with diverse stakeholders across community, government and healthcare sectors.
Commitment to equity, inclusion and serving diverse communities.
Excellent written and verbal communication skills; proficiency in Microsoft Office and data management systems.
Bilingual Spanish required.

Skills

Client-centered
Highly organized
Benefit navigation
Leadership
Interpersonal skills
Advocacy
Trauma-informed care
Conflict resolution
Mediation
De-escalation
Data analysis
Partnership-building
Written communication
Verbal communication
Microsoft Office proficiency
Data management systems proficiency
Bilingual Spanish

Location

NYC office

Work Type

Full-time
Exempt

Experience Level

4+ years of progressive experience in social services
2+ years supporting families prevent evictions

Education Level

Bachelor’s degree

Salary/Compensations

$84K salary

Benefits

Generous PTO
Employer coverage of 100% of employee health insurance premiums (medical, dental, vision)
Disability insurance
Life insurance
Transit benefits
401K with employer contribution
Seasonal 4-day work week

About the Company

The Partnership To End Homelessness is a homelessness prevention organization.
Our values – compassion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it.
The Partnership’s upstream intervention model combines housing, rental assistance and crisis services with mental health, support and education programming to prevent people from losing their homes.
Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

Equal Opportunity

At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.