Case Manager Supervisor

The Homeless and Housing Resource Center; Albuquerque, Northern (NM, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Heading Home is seeking a Case Manager Supervisor to lead a team delivering trauma-informed, client-centered services to individuals experiencing homelessness. You will supervise case managers, coordinate service delivery with the Program Director, and ensure compliance with contractual and regulatory standards.

Responsibilities include improving operational efficiency, training staff, ensuring timely assessments and case notes, and maintaining staffing coverage.

Qualifications

• Six years of case management experience serving at-risk populations.
• Bachelor's degree in a social services-related field and prior case management experience.
• Supervising case management professionals experience.
• Working knowledge of homelessness, direct client services, community resources, and housing voucher programs.
• Ability to communicate effectively in English, both orally and in writing.
• Excellent computer and keyboard skills.

Responsibilities

• Supervise a team of case managers and promote trauma-informed care practices.
• Provide direct case management when needed, including screening referrals.
• Coordinate transportation for clients to support program participation.
• Assist Program Director to ensure proper distribution of cases.
• Collaborate with Program Director to meet contractual and regulatory standards.
• Train, coach, and mentor staff; conduct regular supervision and evaluations.
• Improve operational efficiency and ensure timely assessments, service plans, and case notes.
• Review case documentation for quality, accuracy, and compliance.
• Maintain staffing ratios and approve time off.
• Assist with onboarding and training of new staff.
• Adhere to safe work practices and preserve client confidentiality.

Skills

Excellent communication

Interpersonal skills

Strategic thinking

Team collaboration

Program management

Staff supervision

Delegation

Time management

English written/oral communication

Computer proficiency

Education

Bachelor's degree in social services

Six years of case management experience

Experience supervising professionals

Working knowledge of homelessness and housing programs

Job description

The Case Manager Supervisor is responsible for supervising a team of case managers, fostering best practices including trauma-informed care and motivational interviewing.

• Provides direct case management services as needed, including screening referrals for clients in need of one-time assistance.
• Provides transportation for clients as needed to support successful program participation.
• Assists Program Director to ensure that cases are distributed appropriately.
• Collaborates with the Program Director to ensure that services are delivered in accordance with contractual agreements and regulatory standards.
• Promotes and reinforces trauma-informed care practices across the Case Management team.
• Demonstrates knowledge of and promotes the principles of intensive case management.
• Identifies improvements to operational efficiency.
• Assists with the implementation and compliance of new and existing policies and procedures.
• Identifies performance issues and assists staff in performing to their highest standard.
• Monitors the timely completion of required assessments, service plans, and case notes.
• Reviews case documentation to ensure quality, accuracy, and compliance with organizational, contractual, and regulatory standards.
• Trains, coaches, and mentors direct reports.
• Conducts regular supervision meetings, performance evaluations, and coaching sessions with assigned staff.
• Works collaboratively with leadership in planning, developing, implementing, and evaluating programs to support and enhance client care.
• Maintains appropriate staffing ratios and coverage to support uninterrupted case management services.
• Approves time off and monitors staff attendance.
• Assists with departmental onboarding and training new case management staff.
• All other duties as assigned.

Qualifications:

To perform this job successfully, the individual must have excellent communication and interpersonal skills, must be able to think strategically, act quickly, and work well with others across a broad spectrum of situations. Demonstrated experience in program management, staff supervision, and effective delegation is required.

The requirements listed are representative of the knowledge, skill, and ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Excellent computer and keyboard skills.
• Experience facilitating meetings and delegating tasks.
• Ability to maintain positive interpersonal skills across a broad range of professional situations.
• Ability to meet deadlines.
• Demonstrated ability to work collaboratively within a dynamic, professional case management team.
• Knowledge of area service providers, community resources, and similar programs.
• Ability to communicate effectively orally and in writing in English.

Education and/or Experience:

• High school diploma or GED and a minimum of six (6) years of case management experience serving at-risk populations required; OR
• Bachelor's degree in a social services-related field (e.g., psychology, social work, counseling) and prior case management experience serving at-risk populations required.
• Prior work experience supporting individuals experiencing homelessness is required.
• Demonstrated experience supervising case management professionals.
• Working knowledge of homelessness, direct client services, community resources, and housing voucher programs preferred.

The responsibility of all Heading Home employees includes the following:

• Always represent and promote Heading Home positively and professionally.
• Maintain good attendance and punctuality.
• Attend all staff and organizational meetings as required.
• Observe and practice safe work habits and practices in compliance with regulations, statutes, and organizational policies.
• Maintain client confidentiality in compliance with organizational policies and procedures.
• Read, understand, and comply with all guidelines of the Heading Home Employee Handbook.

Other Requirements

• Valid driver’s license and reliable transportation.
• Ability to navigate stairs, ladders, ramps, and uneven terrain.
• Lifting a maximum of 25 pounds occasionally and frequently lifting or carrying objects weighing up to 10 pounds.
• Must become CPR/First Aid trained within 90 days of hire.

This job description does not constitute an employment agreement between the employer and the employee. This document is subject to change by the employer as the needs of the employer and requirements of the job change.

What best describes this position?
Case Manager/Care Coordinator

Does this position require a specialized license?
No

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