CASE MANAGER SUPERVISOR JOB DESCRIPTION

Participants navigating housing instability need a case manager who shows up - and the Case Managers delivering that service need a supervisor who keeps them grounded, trained, and effective. Program Directors depend on this role to translate organizational policy into daily team practice. Funding bodies such as DHS and ORR require documented compliance and accurate outcome data that only a functioning supervisory layer can guarantee. No other title in this structure owns both the staff development mandate and the client-outcome accountability simultaneously.

The mandate of the Case Manager Supervisor is to lead a team of direct-service case managers in delivering compliant, client-centered services across housing, workforce, or community support programs, ensuring staff performance and caseload outcomes meet contractual and regulatory standards. The supervisor reports to a Program Director or Senior Manager, typically overseeing a team of three to five case managers and a combined caseload of up to 125 clients across one or more program sites.

Career Impact: Supervising a licensed or credentialed case management team under frameworks such as Housing First or TANF builds supervisory credibility that is directly transferable to Program Director and regional leadership roles.

Business Impact: The case managers on this team are often the sole consistent point of contact for clients experiencing homelessness, addiction, or family instability - the quality of supervision determines whether those clients reach self-sufficiency or cycle back into crisis.

Growth Opportunity: Exposure to federal funding streams, regulatory compliance regimes, and multi-stakeholder coordination across DHS, ORR, and community partners substantially expands the scope of experience available at the next career level.

• Supervise a team of case managers through weekly individual meetings, daily check-ins, and formal annual performance evaluations.
• Review and approve case documentation, Individual Service Plans, and client files to ensure regulatory and contractual compliance.
• Monitor caseload data and participant activity records to maintain accurate outcome reporting for program funders.
• Conduct intake eligibility reviews and oversee referral processes for shelter admission and permanent supportive housing programs.
• Design and deliver staff training on case management practice, trauma-informed approaches, and program-specific policy requirements.
• Coordinate staff schedules and coverage to maintain continuous service delivery across all assigned program sites.
• Build and maintain relationships with community resource partners, housing stakeholders, and government agency contacts.
• Represent the program in meetings with governance bodies, monitoring agencies, and community stakeholders.

• Bachelor's degree in Social Work, Human Services, Psychology, or a related field, or equivalent work experience.
• Two or more years of direct case management experience serving populations experiencing homelessness, housing instability, or related vulnerability.
• Two or more years of supervisory experience in a human services or nonprofit program setting.
• Working knowledge of federal and state program frameworks relevant to the assigned population, such as TANF, GA, Housing First, or ORR compliance standards.
• Demonstrated ability to conduct file reviews, maintain documentation standards, and prepare outcome reports for program funders or oversight bodies.
• Strong interpersonal and conflict resolution skills, with the ability to support staff managing secondary trauma or high-stress caseloads.
• Valid driver's license and reliable transportation, with the ability to travel between program sites as required.
• Employment contingent on successful completion of state and federal background checks, including child protection registry screening where applicable.

• Master's degree in Social Work, Mental Health Counseling, or a closely related field from an accredited institution.
• Clinical licensure or eligibility for licensure in the state of employment (e.g., LGSW, LCSW, LPC, or equivalent).
• Bilingual proficiency in English and Spanish, or another language spoken by the primary client population served.
• Experience with Harm Reduction frameworks, Motivational Interviewing, or Trauma-Informed Care models as applied to case.

• Documentation compliance rate, measured as percentage of case files meeting funder and regulatory standards on review.
• Participant outcome rate, tracking the proportion of active clients achieving defined self-sufficiency or housing stability goals.
• Staff retention rate within the supervised team across a rolling twelve-month period.
• Referral-to-placement conversion rate for clients entering permanent supportive housing or workforce programs.
• Incident response timeliness, measured by how quickly reported client or staff issues are documented and resolved.
• Typical tools: case management information systems (commonly HMIS); productivity and documentation platforms (commonly Microsoft Office Suite).

• Base Salary Range: $52,000 to $72,000 annually, depending on location and program size.
• Bonus: Uncommon in nonprofit sector; occasional merit or retention stipends.
• Equity: Not applicable in most nonprofit settings.
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization.
• PTO: Typically 15 to 20 days annually, plus federal holidays.
• Common Perks: Mileage reimbursement, employee assistance programs, professional development funding, and flexible scheduling.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to qualified individuals with disabilities throughout the hiring process and in the performance of job duties - applicants requiring accommodation should notify the hiring organization at any point during recruitment. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. A background check, which may include child protective services registry review, is required as a condition of employment. Candidates must be authorized to work in the United States.

The Case Manager Supervisor leads a team of Intensive Case Managers through hiring, training, coaching, and performance evaluation while overseeing TANF and GA program compliance and statistical reporting to ETSD Senior Managers. Working directly with participants, training facilities, employers, and community resource agencies, the Case Manager Supervisor drives supported work development and self-sufficiency outcomes across the Anchorage and Valley service areas.

Key Responsibilities

• Supervise Intensive Case Managers, Valley Case Manager, and Valley Admin/Driver; develop goals, provide performance feedback and coaching, and conduct annual evaluations.
• Develop, monitor, coordinate, and assign appropriate training opportunities for staff; provide periodic proficiency training to Intensive Case Managers.
• Monitor the GA and TANF supportive services budget and ensure expenditures according to current policies.
• Assist the TANF Senior Manager in preparing required reports accurately and on time.
• Conduct file reviews, provide feedback to the team, and assist in developing participant peer-to-peer workshops under the direction of the ETSD Senior Manager.
• Monitor and assist the team with capturing participants' accountable monthly activity data, ensuring accurate work percentage rates.
• Establish rapport and develop positive working relationships with participants, training facilities, employers, and external and internal resource agencies.
• Create and maintain relationships with community resources in Anchorage and the Valley.
• Utilize employment resources to provide work and training opportunities for participants.
• Develop supported work opportunities with local businesses.
• Assist with the SSI/SSDI application process for participants and train the team accordingly.
• Assess competency levels, strengths, interests, and preferences of participants.
• Manage certain medical documents and motivate participants by tracking progress against goals.
• Bring policy issues to the Senior Manager or ETSD Director as appropriate.
• Participate in all required internal and external meetings and maintain confidentiality.

Required Qualifications

• Bachelor's degree in Human Services, Psychology, Social Work, or a closely related field; year-for-year experience may substitute.
• Master's degree in Human Services, Human Resource Management, Social Work, Vocational Education, or a closely related field preferred.
• Minimum 2 years of supervisory experience and 2 years of Intensive Case Management, social work, and workforce development experience.
• Proficient knowledge of GA and TANF programs, policies, and procedures.
• Knowledge of the SSI process and Alaska Native and American Indian culture and community resources.
• Knowledge of the area labor market and community resources.
• Demonstrated ability to research current trends and recognize transferable skills and barriers to employment in participants.
• Demonstrated ability to motivate participants, direct the work of others, coordinate multiple activities, and work with minimal supervision.
• Excellent verbal, written, and customer service skills.
• Strong time management, organizational, and problem-solving skills.

Reporting to The Salvation Army program leadership, the Case Manager Supervisor provides ongoing supervision of case management staff across emergency shelter and permanent supportive housing programs, overseeing file monitoring, intake eligibility reviews, HMIS data entry compliance, and conflict resolution. Partnering with case managers, shelter residents, and internal program staff, this role advances the organization's mission by maintaining operational standards and ensuring safe, compliant program delivery under The Salvation Army, Federal, State, and Local policies.

Primary Duties

• Provide ongoing supervision to case management staff in all housing programs under the Family Haven umbrella.
• Consistently monitor client files to ensure appropriate procedures and guidelines are being followed.
• Intervene when appropriate to resolve problems between residents.
• Review pre-screening actions to determine intake eligibility and complete intake processing for new individuals seeking admission to the emergency shelter.
• Review referral processes to determine program eligibility for individuals and families seeking admission into the Permanent Supportive Housing Program.
• Add entries of incidents to the daily shelter log; read and sign previous entries at the beginning of each shift.
• Review statistics of attendance at all meetings and screenings held in the shelter.
• Ensure Case Managers enter client data into the HMIS database promptly.
• Review and update the participant roster for the permanent housing program.
• Conduct room checks in appropriate dorms and perform security pass-throughs of the building several times per shift.

Skills & Qualifications

• Bachelor's Degree required.
• Extensive experience performing case management duties including file management and reporting.
• Experience supervising others, preferably in a residential setting; experience working with homeless individuals a plus.
• Must be supportive of The Salvation Army's mission and policies; high level of confidentiality required.
• Ability to provide rational and ongoing support to Case Managers and resolve conflict appropriately.
• Must be a team player, a self-starter, and perform well with minimum supervision.
• Excellent interpersonal skills; takes initiative, maintains independent judgment, and exercises creative and independent thinking.
• Good communication skills and ability to work with diverse and challenging personalities.
• Ability to type log entries using Word and update Excel spreadsheets.

Sitting at the intersection of clinical expertise and insurance case oversight, the Senior Case Manager Supervisor delivers on-site care management services, reviews medical aspects of claims, and advises insurance providers, employers, and clients on treatment plan creation and completion. Operating across field and office settings, this role holds an RN license and a URAC-recognized certification requirement, traveling for in-person consultations and providing coverage for client needs during staff absences.

Duties

• Provide care management services on site to clients.
• Monitor and document case activities in a timely manner.
• Review medical aspects of claims and use judgment and discretion to recommend diagnostic procedures, testing, and second opinions.
• Use expertise to advise insurance providers, employers, and clients in creating, implementing, and completing successful treatment plans.
• Travel for in-person consultation on treatment progress and make necessary adjustments to maximize successful outcomes.
• Serve as SAIL Case Manager in support of client needs during staff absences or vacancies.

Education & Experience

• Degree from an institution fully accredited by a nationally recognized educational accreditation organization.
• A baccalaureate or graduate degree in social work or a related field with a completed supervised field experience in case management, health, or behavioral health.
• At least 3 years of experience required.
• RN license required.
• Current, unrestricted license or certification to practice a health or human services discipline
• URAC-recognized certification in case management within four (4) years of hire.
• Any additional state license or certification requirements to perform the job beyond standard qualifications.

Embedded within a supportive housing services team of 5 Case Managers and up to 125 clients, the Case Manager Supervisor delivers oversight of Biopsychosocial Assessments, Individual Service Plans, and HIPAA-compliant documentation in accordance with Human Care Agreement and Medicaid regulations. Working closely with the Program Director, clinical staff, Housing Coordinators, and DHS monitoring contacts, this role shapes team performance and ensures quality service delivery under the Housing First model.

Core Functions

• Review and approve Biopsychosocial Assessments per Human Care Agreement and/or Medicaid regulations.
• Supervise case managers in drafting, updating, and revising Individual Service Plans (ISP) and monitor proper ISP implementation.
• Ensure all documentation for clinical care and accurate billing is completed on time with 100% compliance.
• Conduct weekly team meetings, daily staff check-ins, and regular individual supervision sessions with each Case Manager.
• Provide team backup, on-call triage support, and formal clinical training to Case Managers in areas relevant to high-quality Case Management and the Housing First model.
• Hire, onboard, and assess performance of Case Management and program staff; design and facilitate staff training in consultation with the Program Director.
• Support program staff in building community relationships; participate in Supervisor on-call rotation and DHS monitoring meetings.
• Support Program Director with Quality Assurance practices and prepare team reports.
• Model and reinforce the organization's mission, values, and commitment to diversity, equity, and inclusion.
• Maintain HIPAA compliance and complete required trainings.

Qualifications & Experience

• Master's Degree in Social Work, Mental Health Counseling, or a related field from an accredited institution.
• Graduate or Independent level clinical licensure in the District of Columbia required (e.g., LGPC, LGSW, LPC, LICSW, LISW).
• Minimum two years of experience in case management, mental health services, and direct service delivery.
• Minimum two years providing counseling and/or case management to individuals or families experiencing homelessness or related populations.
• Professional knowledge of social service delivery systems; experience with Housing First, Critical Time Intervention, Motivational Interviewing, and Stagewise Case Management preferred.
• 1 year of supervisory experience and crisis response and management experience preferred.
• Proficiency in Microsoft Office Suite and electronic health record systems; experience with HMIS preferred.
• Ability to conceptualize, prioritize, and teach case management services including assessment, delivery, and documentation.
• Strong organizational, interpersonal, and communication skills; ability to work proactively and independently in a fast-paced setting.
• Ability to handle sensitive inquiries, explain complex topics, define problems, collect data, and draw valid conclusions.

A key member of the LEAD program's operational leadership, the LEAD Case Manager Supervisor oversees day-to-day service delivery and staff supervision across LEAD Cohort areas, ensuring case managers follow core Harm Reduction principles through field shadowing, file reviews, and regularly scheduled individual and group supervision. Collaborating across the Operational Workgroup, DHS, ACHD staff, law enforcement, and community partners, this role builds the team capacity and community relationships that determine participant access to resources and sustained program compliance.

Functions

• Provide guidance and direct supervision to ensure LEAD Case Managers engage clients through outreach, assertive engagement, trusting relationships, and tailored case management services.
• Use culturally-responsive, strengths-based resiliency practices to support Case Managers with lived experience or secondary trauma.
• Help all LEAD staff manage stress and avoid burnout.
• Facilitate daily shift debriefs, weekly individual supervision, and monthly group supervision; step in on cases and facilitate conflict resolution as needed.
• Develop and maintain communication channels to keep the LEAD Case Management Team aligned with Operational Workgroup policies and decisions.
• Model and ensure adherence to LEAD core principles and the Patient Bill of Rights.
• Develop and maintain all Participant files in compliance with LEAD, County, and state requirements; develop and monitor schedules to ensure appropriate coverage across LEAD Cohort areas.
• Enter, track, and share quantitative and qualitative data on all LEAD referrals and Participants; prepare monthly service engagement reports and deliver presentations to LEAD governance bodies.
• Develop and maintain relationships with relevant providers, housing stakeholders, law enforcement, DHS and ACHD staff, and community organizations; represent the LEAD program effectively in the community.
• Work with the Operational Workgroup to develop hiring and performance management processes; review financial reports and make service and programming recommendations to the Director.
• Support LEAD Case Managers during Operational Workgroup meetings; help define, develop, improve, and implement LEAD policies and procedures.
• Identify gaps and barriers to community resources and advocate for systemic change.

Minimum Qualifications

• Master's degree from an accredited college in sociology, social welfare, social work, psychology, gerontology, anthropology, criminal justice, theology, nursing, chemical dependency, counseling, education, or a related field including a practicum in a health or human service agency.
• Bachelor's degree in a related field with 2 years of direct care experience; or a registered nurse with three (3) years of direct care experience.
• Experience providing services to individuals with addiction from a Harm Reduction perspective.
• Experience with case management, homelessness, and co-occurring disorders.
• Past supervisory experience and ties to or familiarity with resources in the North, South, or East Cohort areas preferred.
• A firm belief in LEAD core principles and demonstrated support of Harm Reduction practices; commitment to racial equity, inclusion, and social justice.
• Culturally competent, trauma-informed supervision skills; ability to inspire, motivate, and manage others including those with lived experience.
• Demonstrated ability to build and maintain collaborative partnerships with police officers, criminal legal system partners, and community and government stakeholders.
• Creativity, problem-solving skills, and ability to make quick, wise decisions through a Harm Reduction lens.
• Valid driver's license, good driving record, and personal vehicle required.

Based within a government-contracted military family services program operating under CNIC SAIL Program requirements, the Case Manager Supervisor oversees SAIL Case Managers across an assigned area of responsibility, managing staff recruiting, record reviews, quality control audits, and contract compliance reporting to the SAIL Operations Manager. Serving also as a direct SAIL Case Manager during staff absences, this role requires an active independent clinical license and the ability to communicate effectively with Command Leadership at Navy installations.

Accountabilities

• Establish and maintain effective working relationships with government points of contact.
• Communicate concerns to the SAIL Operations Manager and provide input for required monthly and quarterly reports.
• Follow corporate recruiting processes to advertise, recruit, hire, and onboard contract staff.
• Collect all required employee paperwork and oversee job-related orientation and training compliance.
• Serve as the primary management resource for staff; provide regular supervision, performance management feedback, and conduct SAIL record reviews and consultations.
• Ensure contract requirements are met; advise senior management of contractual issues, monitor program activities, and perform periodic audits to ensure compliance.
• Implement and maintain required Quality Control plan requirements; participate in quarterly quality assurance procedures to ensure SAIL services are safe and of good quality.
• Initiate staff recruiting in accordance with corporate and contract-specific procedures, including reviewing resumes, interviewing candidates, and submitting required approval paperwork.
• Understand CNIC SAIL Program PWS requirements, SAIL Program Guide, FFSMIS User Guide, and Zeiders' compliance policies.
• Participate in senior management meetings.
• Provide direct supervision, oversight, performance monitoring, leadership development, and SAIL training to Case Managers within the area of responsibility.
• Serve as SAIL Case Manager in support of client needs during staff absences or vacancies.

Professional Experience

• Master's degree in counseling (CACREP-accredited), social work (CSWE-accredited), marriage and family therapy (COAMFTE-accredited), or a doctoral degree in clinical or counseling psychology with a one-year APA-accredited clinical internship.
• Current, valid, and unrestricted clinical license authorizing independent practice (LCSW, LMFT, LCP, LPC, LCPC, or LMHC); must maintain current clinical credentials throughout the assignment.
• Minimum 2 years of full-time post-licensed clinical experience; must meet or exceed Tier III clinical practitioner requirements and demonstrate current clinical competence within the preceding two years.
• 2 years of personnel management and supervision of licensed mental health providers.
• FFSC and SAIL Case Management experience.
• Knowledge of military life stressors and short-term counseling for those issues.
• Knowledge of standard clinical case management documentation requirements and available military and community referral resources.
• Proficiency in Microsoft Office Suite; experience working in a virtual environment and competency in telehealth clinical service delivery.
• Ability to communicate effectively with Command Leadership and work effectively with diverse racial, ethnic, and socioeconomic backgrounds.

Case Manager Supervisor oversees a team of up to three case support staff within a Transitional Foster Care program, maintaining a personal caseload while directing staff supervision, training compliance under BCS, DHHS, and ORR requirements, and fidelity of the Sanctuary Model of Care. The work directly supports refugee and foster care clients with educational, therapeutic, medical, and legal case management needs, requiring bilingual English and Spanish proficiency and adherence to the agency's Statement of Faith and Cultural Diversity Commitment.

Scope of Work

• Direct, supervise, and train a team of up to three (3) support staff; conduct weekly supervision meetings to ensure adherence to job responsibilities and provide feedback.
• Facilitate trainings for case support and case manager staff on case management services for clients' educational, therapeutic, medical, and legal needs.
• Maintain and update TFC or LTFC foster care documents, forms, and the Refugee Foster Care Manual to ensure continuous compliance.
• Create and implement new staff trainings; provide informal peer-to-peer mentorship to new case managers promoting positivity, accountability, and professional demeanor.
• Maintain a caseload in compliance with contract terms and agency expectations; participate in client file reviews as needed.
• Partner with the TFC/LTFC supervisory team in assessing the fidelity of policy implementation on an ongoing basis.
• Oversee case support and case manager training completion compliance in accordance with BCS, DHHS, and ORR.
• Promote the Sanctuary Model of Care within case management and case support teams.
• Attend weekly meetings with supervisor to consult on cases and review case plan direction; stay current on DHHS, COA, LIRS, USCCB, and ORR policies and all agency, federal, and state regulatory requirements.
• Participate in Bethany-sponsored donor engagement events as required.

Background & Experience

• Bachelor's degree in Human Services or a related field from an accredited college.
• At least three years of prior case management experience in child and family services.
• Demonstrated ability to serve a diverse group of clients including refugees and other minority families; demonstrated clinical, therapeutic, and crisis intervention skills.
• Demonstrated leadership skills aligned with agency and program values.
• Ability to work independently and exercise a high level of confidentiality.
• Computer and typing skills sufficient to perform essential job functions; adherence to all agency safety procedures.
• Bilingual English and Spanish required.
• Active motor vehicle license and reliable automobile with adequate insurance coverage.
• Must pass a criminal history screen including state and local child protection agency registries.
• Subscription to and integration of the agency Statement of Faith, Mission Statement, and Cultural Diversity Commitment.

Achieving optimal patient throughput and successful discharge outcomes depends on the Case Manager Supervisor, who provides supervision and coaching to Case Management and Social Work staff while collaborating daily with the Lead Utilization Specialist and participating in Bed Management Meetings to prevent denials and drive department initiatives. Based within a hospital Case Management Department in Indiana, this role requires Registered Nurse licensure and two to three years of case management experience to fulfill both direct utilization review functions and team leadership responsibilities.

Day-to-Day Responsibilities

• Provide supervision and coaching to Case Management staff to assure timely utilization management, discharge planning, and effective patient throughput.
• Promote the growth and development of all employees through coaching, counseling, training, and self-education.
• Provide effective orientation, training, and development of staff.
• Coordinate staff schedules, assignments, and caseloads to assure adequate coverage of Case Management Department functions.
• Collaborate with the Lead Utilization Specialist to identify performance issues, prevent denials, and optimize patient throughput.
• Facilitate and enforce department policies and practices.
• Measure and monitor performance and provide feedback for improvement.
• Effectively implement department initiatives and strategies.
• Provide utilization review and discharge functions directly as coverage situations demand.
• Attend the Bed Management Meeting daily and facilitate discharge communication between the department and meeting participants.
• Maintain confidentiality of all patient data; maintain positive customer relations through effective verbal, written, and non-verbal communication at all levels.

Education & Experience

• Bachelor's Degree in Nursing required.
• Registered Nurse licensure in Indiana and CPR certification required.
• Two to three years of Case Management work experience required.
• Excellent interpersonal skills using tact and diplomacy in interactions with staff, patients, and the public.
• Excellent verbal and written communication skills; ability to work cooperatively in a multi-disciplinary team.
• Ability to supervise and give work direction to others; ability to professionally handle stressful situations.
• Demonstrates principles of excellent customer service and responds positively to the needs of patients and families.