Diversion Case Manager Supervisor - One Door OKC

City Rescue Mission

Oklahoma City (OK)

On-site

USD 48,000 - 62,000

Full time

4 days ago

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Job summary

City Rescue Mission in Oklahoma City seeks a Diversion Case Manager Supervisor to lead the One Door OKC Project staff, supervise CRM teams, and coordinate with leadership. The role covers family assessments, housing problem-solving, and referrals, with a 9:00 a.m.–5:00 p.m. schedule, Monday–Friday.

The position emphasizes collaboration with community partners, accurate HMIS documentation, and client-centered, trauma-informed practice to move families toward stable housing.

Qualifications

Minimum of 3 years of case management, housing, homelessness services, or closely related experience.
Experience working with individuals or families experiencing homelessness or housing instability.
Strong knowledge of housing-focused case management and community resources.

Responsibilities

Lead CRM staff on diversion, triage, and housing problem-solving.
Oversee day-to-day CRM operations and staff scheduling.
Coordinate with the City Care Director and Vice President of Client Services.
Ensure accurate HMIS documentation and timely reporting.
Provide warm handoffs to housing navigation and shelter when needed.

Skills

Case management

Supervision

Communication

HMIS

Tools

HMIS

Job description

Job Details

Job Location: Oklahoma City, OK 73106, Position Type: Full Time

Who We Are

At City Rescue Mission, we believe everyone deserves hope, healing, and a home. As a housing-focused shelter, we provide compassionate care, innovative programs, and practical tools to help individuals and families experiencing homelessness achieve long-term stability and independence.

We're driven by a deep belief in the value of every person we serve and a commitment to creating brighter futures through community partnerships and life-changing programs.

Position Summary

The Diversion Case Manager Supervisor leads City Rescue Mission's One Door OKC Project staff and is responsible for CRM day-to-day operations, staff supervision, and coordination with the City Care Director. This position reports to the Vice President of Client Services and combines supervision with family assessments, telephone and field engagement, housing problem-solving, and diversion services. The supervisor coordinates CRM staffing, case assignments, service delivery, documentation, and handoffs to help families move toward safe and sustainable housing. The assigned schedule is 9:00 a.m.-5:00 p.m., Monday - Friday.

Essential Functions

Engage families by telephone, at the service location, and in the field with a respectful, compassionate, and non-judgmental approach.

Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.

Supervise the CRM Triage Specialist, Assessment Case Manager, Family Navigator, and Part-Time Case Manager. Coordinate schedules, coverage, daily priorities, case assignments, and follow-up.

Manage CRM day-to-day operations and maintain an assigned diversion workload appropriate to supervisory responsibilities, including assessments and housing problem-solving by telephone and in the field.

Complete assessments using current Key to Home/Continuum of Care questions, tools, decision rules, and CRM diversion procedures.

Gather accurate information regarding each family's immediate situation, recent housing history, current risks, natural support, available resources, barriers, and reason for seeking services.

Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.

Explore safe alternatives to shelter through family and friend supports, landlord or host mediation, prior housing options, income, benefits, transportation, and practical problem-solving.

Coach CRM staff on diversion plans, review complex or high-risk cases, verify the safety and feasibility of proposed options, and elevate unresolved matters to the Vice President of Client Services.

Help families complete calls, applications, releases, transportation arrangements, and other action steps; request flexible assistance through established approval procedures when appropriate.

Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.

Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.

When diversion is insufficient, coordinate a warm handoff to assessment, housing navigation, shelter, or another appropriate intervention and share the current plan and completed work.

Provide transportation to families as needed to facilitate access to appointments, resources, and services, in accordance with agency policy.

Use de-escalation skills, maintain professional boundaries, and follow all safety, incident-reporting, mandatory-reporting, emergency, and workplace-violence procedures.

Perform other duties as assigned that are consistent with the purpose and general scope of the position.

Documentation and Reporting

Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.

Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and documented in the family's record within HMIS or other required systems.

Complete required intake forms, releases of information, consents, assessments, referrals, and supporting documentation while avoiding unnecessary duplication or requiring families to restart their story at each handoff.

Maintain strict client confidentiality and follow HMIS privacy, informed-consent, release-of-information, record-retention, and data-quality requirements.

Review CRM documentation, service outcomes, open cases, follow-up, and data quality; address incomplete records and report operational needs, performance concerns, and results to the Vice President of Client Services.

Adhere to the most up-to-date version of Coordinated Entry Policies, Continuum of Care (CoC) Standards of Care, funder requirements, and City Rescue Mission policies and procedures.

Collaboration and Community Engagement

Work closely with the City Care Director to coordinate shared daily workflow, coverage, case routing, service handoffs, and resolution of operational issues while retaining responsibility for supervision of CRM employees.

Collaborate with service providers and community partners to enhance families’ access to supportive resources and promote housing stability and overall well-being.

Serve as a point of contact for assigned community providers and help maintain current information regarding resources, eligibility requirements, contacts, hours, and referral processes.

Provide CRM staff training, coaching, supervision, performance feedback, and team meetings; address personnel matters through CRM policies and report concerns to the Vice President of Client Services.

Participate in Continuum of Care (CoC) or other relevant community meetings and workgroups as requested.

Demonstrate a compassionate, non-judgmental approach that promotes client empowerment, self-determination, cultural sensitivity, dignity, and individual choice in all interactions.

Working Conditions & Requirements

Work is performed in office, shelter, residential, and community settings.

Local travel and occasional flexible hours may be required.

Regular interaction with individuals and families experiencing homelessness and complex barriers.

Regular sitting, standing, and walking, with occasional lifting of up to 30 pounds.

Valid Oklahoma driver's license, reliable transportation, and insurance meeting agency requirements.

Ability to pass required criminal background and Motor Vehicle Record checks.

Grant-Funded Position Disclaimer

This position is supported by grant funding. Continuation of employment is contingent upon the availability of grant funds. Employment is at-will.

Equal Opportunity Employer

City Rescue Mission, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. City Rescue Mission makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws.

Qualifications