Going the Extra Mile: A Day in the Life of a Care Manager
Every day at COTS, our care managers go the extra mile for clients, and we mean that literally. Frequently, our care managers drive their clients to various appointments throughout the county. We wanted to share a snapshot of the support our care managers provide.
Meet Ana, she’s one of COTS’ bilingual care managers serving the Mary Isaak Center. This, she’s taking one of her clients, Marie, to emergency surgery. It’s a critical operation that Marie, without transportation or nearby family, might have missed if it weren’t for Ana’s dedication.
This isn’t a one-time act of kindness; it’s part of Ana’s daily routine. Ana’s role as a care manager is more than just coordinating services—it’s about being a lifeline for those who often lack one.
When Marie’s surgery is complete, Ana won’t just drop her off and leave. She’ll return a few days later to pick her up, ensuring she’s settled and has everything she needs to recover. It’s this personal touch, the willingness to follow through and be there for her clients every step of the way, that sets COTS’ care managers apart.
Ana’s compassion isn’t limited to medical emergencies. The week prior, she drove another client to the Social Security office, helping him secure the documentation needed for his housing plan. The week before, she spent hours translating at a doctor’s appointment for a Spanish-speaking client, ensuring her health concerns were fully addressed.
Next week, she’ll accompany another client to Sage Commons, a permanent supportive housing complex, for an intake appointment. This client, also Spanish-speaking, has no income and no transportation. But Ana won’t just drop him off; she’ll sit with him, help him organize his documents, and advocate for him, making sure he’s set up for success.
“I advocate for my clients who cannot advocate for themselves,” says Ana.
For Ana, these actions are about more than just logistics—they’re about dignity. She understands that many of her clients would avoid critical appointments simply because navigating city and county bus routes can be overwhelming. A trip that takes Ana 30 minutes by car could take her clients hours by bus—time they can’t afford to waste when dealing with pressing health and housing needs.
And then there are the little moments that make all the difference. Like the upcoming move of another client to Cloverdale. Ana secured the deposit, picked up the check, and will hand-deliver it to the landlord. But she’ll also do something more—take a photo of her client holding the keys to his new home, capturing the pride and relief on his face. As a final touch, she’ll ensure a welcome home basket, filled with essentials, is ready and waiting for him when he steps through the door.
Ana doesn’t just fulfill her duties as a care manager—she embodies our mission to help those experiencing housing to find and keep housing. She knows that for many of her clients, without COTS providing transportation to critical appointments, the pathway to housing would be much more difficult. Our care manager’s support means that our clients can go from just surviving to thriving and housed