CMA Supervisor

The Resource Exchange; Pikeview (CO); Hybrid; USD 64,000 - 66,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

Life insurance

401(k) with employer contributions

Flexible work environment

Paid time off and holidays

Professional growth opportunities

Job summary

The Resource Exchange in Colorado is seeking a Case Management Agency Supervisor to lead CMA teams, ensure compliant case management, and maintain a high-quality member experience. You’ll oversee staff development, monitor workflows, and coordinate with leadership to improve service delivery.

This hybrid role supports a mission-driven organization that serves individuals across multiple counties, with a strong emphasis on inclusion, independence, and person-centered services.

Qualifications

• Bachelor’s degree or 5 years LTSS experience.
• Proficiency with Microsoft 365 and electronic documentation systems.
• Experience supervising or leading teams in a fast-paced environment.

Responsibilities

• Supervise, coach, and support Case Management staff for role clarity and development.
• Oversee daily team operations and ensure timely documentation and workflows.
• Monitor compliance with HCPF and TRE requirements and support QA activities.
• Respond to escalations and coordinate with leaders on complex issues.
• Track team performance metrics and drive process improvements.

Skills

Leadership

Communication

Coaching

Staff development

Problem solving

Performance metrics

Team collaboration

Education

Bachelor's degree

Tools

Microsoft 365

CCM

Vault

Job description

Join a Winning Team at One of Colorado's Best Workplaces!The Resource Exchange (TRE)At TRE, we don't just provide services – we transform lives. Our commitment to empowering individuals and creating inclusive communities has earned us recognition as one of Colorado’s top employers for five consecutive years. But don't just take our word for it:\"The standard of work and the culture of providing excellent service is something I’m proud to be a part of.\" Current TRE Staff Member, November 2024Why TRE is the Place for You:• Make an Impact: Advocate for and empower people of all ages and abilities, from infants to seniors, creating lasting change through collaboration with families, communities, and partners.• Work with Purpose: As part of a dedicated team, you’ll help strengthen families and promote inclusion in communities across El Paso, Pueblo, Teller, and Park counties.• Enjoy a Positive Work Environment: Join a culture that’s consistently recognized as one of the Best Workplaces in Colorado.Who We Are:At The Resource Exchange, we pride ourselves on being a team of over 400 passionate and talented staff who serve more than 12,000 individuals. From those with disabilities and mental health challenges to those in need of long-term care, we provide person-centered support focused on independence, inclusion, and collaboration.What We Offer:• Comprehensive Benefits: Health, dental, vision, Lifestyle Spending Account for health and wellness, plus pet insurance for your furry friends• True Flexibility: Flexible work schedules to fit your life (yes, we really mean it!).• Generous Time Off: Paid Time Off with your birthday off, paid holidays, and time to celebrate what matters most to you.• Public Student Loan Forgiveness: We're invested in your future.• Volunteer Opportunities: Paid time off to give back to the community.• Growth & Development: Leadership, career advancement, and workgroup opportunities to help you thrive.Come thrive with us! At TRE, your passion for service will be recognized, and you'll be part of a culture that celebrates making a difference.Ready to join one of Colorado’s Best Workplaces? Apply todayPosition Title: Case Management Agency SupervisorDepartment: Case Management Agency (CMA)Reports To: Case Management Agency ManagerFLSA Status: ExemptSupervision Responsibilities: Yes (teams may vary at approximately 20 employees)Work Environment: Hybrid position with regular in-office expectations, community-based responsibilities, and remote work based on operational needs.Member Engagement: Models, coaches, and reinforces consistent, high-quality communication standards across the team in interactions with employees, members, families, and providers across phone, email, in-person, and virtual settings to support a reliable and consistent member experience.Starting Range: $63,504.62 - $66,166.89/annualBenefits: Health, dental, vision, employer-paid life, voluntary life, long-term disability, 401K with employer contributions, pet insurance, additional supplemental insurance options, flexible work environment, training and growth opportunities, workgroup participation, public student loan forgiveness eligibility, mileage reimbursement, and more.General Description:The Case Management Supervisor provides leadership and oversight to ensure coordinated, compliant case management and a high-quality, consistent member experience. This role supports service delivery within an assigned age band or functional area (e.g., Intake, or Active services) and leads day-to-day operations across multiple team-based loops, focusing on staff performance, workflow coordination, and compliance with HCPF and TRE requirements. Working within the team-based, age-banded model, the Supervisor models TRE Roots through clear, respectful communication and fosters shared accountability for member outcomes, service quality, and documentation standards. Key responsibilities include supervising and coaching staff, monitoring performance and compliance, and coordinating workflows to ensure continuity of care and accurate, timely documentation across CCM, the Vault, and state systems. This role also supports escalation response, staff development, and quality improvement to strengthen team performance and member outcomes. This role requires strong leadership, critical thinking, and the ability to support staff and operations in a fast-paced, highly regulated environment.Essential Duties and ResponsibilitiesStaff Supervision and DevelopmentSupervise, coach, and support Case Management staff to ensure role clarity, performance, and professional development.Provide regular feedback, performance monitoring, and accountability aligned with organizational expectations.Support onboarding, training, and ongoing skill development across the team.Team Operations and Workflow CoordinationOversee daily operations within the team-based loop to ensure timely completion of tasks, documentation, and workflows.Monitor workload distribution, capacity, and workflow alignment to support continuity of care.Address operational barriers and support problem-solving to maintain team performance.Compliance and Quality OversightMonitor documentation, timelines, and case management activities to ensure compliance with HCPF and TRE requirements.Support audit readiness, quality reviews, and corrective actions as needed.Ensure accuracy, consistency, and completeness of documentation across CCM, the Vault, and related systems.Escalation and Risk SupportSupport response to escalated member situations, incidents, and operational concerns.Collaborate with Level VI and leadership on complex or high-risk issues.Ensure timely follow-up, communication, and resolution of escalated needs.Performance Monitoring and AccountabilityTrack team performance metrics (e.g., PMPM activities, CSR timelines, monitorings, and documentation standards).Support accountability for shared outcomes across the loop.Identify trends, gaps, and opportunities to improve team performance and service delivery.Team Collaboration and Leadership AlignmentFoster a culture of inclusion, accountability, and collaboration aligned with TRE Roots.Partner with Managers and leadership to align priorities, workflows, and expectations.Participate in meetings, workgroups, and process improvement efforts to strengthen CMA performance.Other Duties and ResponsibilitiesPerform all work in alignment with TRE Roots, workflows, and HCPF requirements; support team adherence and adapt to regulatory changes.Demonstrate shared accountability for all members by ensuring team performance in meeting timelines, achieving PMPM and monitoring goals, and communicating proactively to prevent service gaps.Maintain and promote working knowledge of regulations, governing bodies, and key system partnerships across the team.Represent TRE with professionalism, cultural competence, and integrity in interactions with staff, members, providers, and external partners.Ensure workflow continuity by monitoring team progress, supporting organized tracking systems, maintaining documentation quality, and addressing risks as needed.Lead participation in team and cross-team coverage, meetings, supervision, training, and assigned projects.Embrace and promote the use of technology to support efficient, accurate, and timely work and support staff in adopting new systems and tools.Apply critical thinking to support decision-making, guide staff, and address questions or risks appropriately.Ensure documentation meets quality, timeliness, and compliance standards across the team.Perform additional duties as assigned to support TRE’s mission, team performance, and member outcomes.Job Qualifications - Knowledge, Skills, and AbilitiesStrong customer service and communication skills, with the ability to model and reinforce expectations with staff, members, families, and providers.Ability to manage priorities, meet deadlines, and maintain accuracy in a fast-paced environment while supporting team performance and accountability.Strong organizational skills, attention to detail, and ability to ensure accurate, compliant documentation across team processes.Ability to support members across the lifespan while guiding staff in delivering person-centered, inclusive services.Proficiency with technology, including Microsoft 365, CCM, the Vault, and similar platforms, and the ability to support staff in effective use of systems.Demonstrates emotional intelligence, cultural competence, and the ability to lead, coach, and work collaboratively within a team-based environment.Education and Experience RequirementsIn alignment with Health Care Policy and Financing requirements, candidates must meet one of the following: A bachelor’s degree; or Five (5) years of relevant experience in the field of Long-Term Services and Supports (LTSS), which includes Developmental Disabilities; or a combination of education and relevant experience appropriate to the requirements of the position and as defined by.Proficiency with Microsoft 365 or electronic documentation systems.Preferred experience:One (1) year experience working at TRE with a preference for work as a Service Coordinator or Lead Service Coordinator. Two (2) years’ experience working in a case management setting. Experience as a supervisor where a primary responsibility was to direct, support, and train staff; manage conflict; report metrics; and oversee projects.Experience coaching, mentoring, or supporting staff performance.Demonstrated ability to monitor performance and ensure compliance across others’ work.Experience managing workflow, priorities, or team coordination.Ability to respond to staff-level escalations and address operational barriersMaterials/ Equipment Directly Used and Physical Activities:Computers/tablets, printers, personal vehicle, cell phone, and electronic documentation platforms. This role may involve moderate physical activity such as walking, standing, or lifting up to 20 pounds. A reliable vehicle, valid Colorado driver’s license (unless part of an active military family), and proof of insurance with minimum preferred liability coverage of $100,000/$300,000/$100,000 are required.This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job. The Resource Exchange reserves the right to amend and/or modify this job description at any time. The Resource Exchange also reserves the right to stipulate hours of employment; work schedules may be changed to respond to business requirements.The Resource Exchange is committed to affording an equal employment opportunity to qualified individuals regardless of their race, color, religion, national origin, sex, sexual orientation, gender expression, gender identity, age, height, weight, disability status, veteran status, military obligations, and marital status. We are also committed to conforming with the content and spirit of applicable Equal Opportunity and Affirmative Action laws and regulations. This policy applies to recruiting, hiring, training, education, promotion, compensation, benefits, termination, and all other privileges, terms, and conditions of employment.