Retention Specialist

Job Description

"Every person deserves compassion, dignity, and the safety of a place to call home." Homelessness is the largest social and public health crisis in California. Illumination Health + Home (IH+H) is a growing non‑profit organization dedicated to disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services, and children’s and family programs.

IH+H currently has 13+ facilities with 22+ micro‑communities across Orange County, Los Angeles County, and the Inland Empire.

The role of a Housing Retention Specialist is a professional who assists individuals or families experiencing homelessness, concentrating on delivering support and case management services to facilitate the maintenance of their housing once secured. This role involves addressing potential barriers such as financial management, landlord communication, and access to essential community resources, with the aim of preventing housing instability and a return to homelessness.

The pay range for this position is $23.00 - $26.00 per hour, depending on experience. Hours are Monday – Friday, 8:30 am – 5:00 pm.

• Carries a maximum caseload of 30–35.
• Network and collaborate with relevant internal and external personnel as it pertains to promoting retention outcomes.
• Advocate for and connect clients to resources that will assist the client in achieving stabilization and housing retention, including warm hand‑offs to agencies that can assist clients with financial benefits, mental health, substance abuse, hygiene, shelters, medical treatment, legal advocacy, etc.
• Attend Interdisciplinary Care Team meetings when scheduled and provide updates to health care networks on mutual clients and Cal Aim programs.
• Coordinate, prepare, and maintain required charting and documentation in a timely and thorough manner.
• Maintain client records according to HIPAA and adhere to all client confidentiality requirements and standards.
• Complete training and development opportunities as determined appropriate by the supervisor.
• Act in an ethical manner reflecting core values of integrity, transparency, accountability, respect and responsibility.
• Must accept personal responsibility and accountability for performance of duties.
• Conduct comprehensive assessments to identify housing barriers and needs of clients.
• Regularly monitor client progress and adjust as needed.
• Act as a liaison between clients and landlords to address concerns and potential conflicts.
• Advocate for clients in lease disputes, negotiating payment plans or other accommodations when necessary.
• Provide training on essential life skills like tenant rights, household maintenance, and conflict resolution.
• Connect clients with community resources for additional support, including mental health services, substance abuse treatment, and employment opportunities.
• The Housing Retention Specialist is required to collaborate effectively with other members of the client’s care team to ensure that all client needs are adequately addressed.

• Must attempt to meet all clients in‑person each month. If a client is unable-to-contact, there must be at least three modes of communication used in the effort to contact the client (telephonic, electronic, or letter).
• Develop customized sustainability plans that include measurable goals, actionable steps, timelines, and objectives, and provide support in helping clients achieve their desired outcomes.
• Maintain detailed client records, including case notes, progress updates, and communication logs.
• If a client is unresponsive after four unsuccessful attempts at contact through various methods—including electronic communication, phone calls, and written correspondence—the Housing Retention Specialist may proceed with disenrollment from services.

• Prioritize individual and client health and safety.
• Meet deadlines, performance expectations, and work under pressure.
• Communicate with tact and professionalism.
• Proficiency in Microsoft Outlook, SharePoint, Teams, and Calendar.
• Set and maintain healthy boundaries with clients.
• Gain proficiency in…