Lead Case Manager

This position works closely with the Senior Program Manager to support program operations, staff development, and quality assurance across these service areas. The Lead Case Manager directly supervises the Wellness Liaison Haitian Community and the Smart Start Case Aide, ensuring coordinated, equitable, and consistent service delivery across counties and sites. As part of the Family Health Services department, the Lead Case Manager provides programmatic oversight for:Smart Start services in Allegheny CountySmart Start services in Washington CountyCharleroi Office HoursFounded in 2017, Hello Neighbor empowers refugees and immigrants through community connections, helping them move from arrival to belonging with dignity, cultural sensitivity, and meaningful support. Our work is organized across three departmentsEducation & Community Empowerment, Health & Stabilization, and Employmenteach running programs designed to meet the unique needs of the communities we serve. In addition to our local work, we lead a National Network of grassroots organizations across the U.S., united by a shared commitment to supporting refugee and immigrant families and inspiring long-term changeThis is an in-house, full-time position based at Hello Neighbors Pittsburgh, PA office. The Lead Case Manager Smart Start works a hybrid schedule of 9:00 a.m. 5:00 p.m., Monday through Friday, with in-office days on Tuesdays, Wednesdays, and Thursdays.This role requires regular travel to support program oversight and service delivery across Allegheny County, Washington County (Smart Start Lite), and the Charleroi Office Hours site.The Lead Case Manager balances direct perinatal case management responsibilities with supervisory and program oversight duties. Evening or weekend hours may be required on occasion based on program needs, staff coverage, or client support.The successful candidate must be currently authorized to work in the United States and willing to travel locally as required.Reports To: Family Health Services SupervisorDirect Reports: Wellness Liaison Haitian Community & Smart Start Case AideKey Responsibilities:Part A Direct Perinatal Case ManagementMaintain an active caseload of pregnant clients enrolled in the Smart Start program in Allegheny County, including referral management, intakes, assessments, and implementation of individualized perinatal service plansProvide culturally responsive, trauma-informed perinatal case management throughout pregnancy and into the postpartum periodSupport clients with prenatal, birthing, and postpartum healthcare navigation, including appointment scheduling and follow-up careProvide perinatal education, including preparation for birthing in the U.S., newborn care education, and postpartum planningSupport the development of birth plans in collaboration with clients and healthcare providers, as appropriateConnect clients to community-based resources related to perinatal health, basic needs, and family supportProvide extended cultural orientation related to healthcare systems, transportation, and postpartum resourcesAssist clients with transportation planning, including bus training and referrals to the Medical Assistance Transportation Program (MATP)Part B Supervision & Staff SupportProvide day-to-day supervision, guidance, and support to the Wellness Liaison Haitian Community and the Smart Start Case AideSupport staff onboarding, training, and ongoing professional development within the Smart Start programProvide case consultation, coaching, and feedback to ensure high-quality, trauma-informed, and culturally responsive service deliveryMonitor staff workloads and workflows to support program effectiveness and staff well-beingParticipate in performance check-ins and contribute to evaluations in collaboration with the Senior Program ManagerFoster clear communication, collaboration, and accountability within the Smart Start teamSupport coverage planning during staff absences and periods of increased program demandPart C Program Oversight & Reporting (Smart Start, Smart Start Lite & Charleroi Office Hours)Provide programmatic oversight for Smart Start services in Allegheny County, Smart Start Lite services in Washington County, and Charleroi Office Hours, ensuring alignment with program goals, grant requirements, and organizational standardsOversee implementation of Smart Start Lite services delivered through Charleroi Office Hours, ensuring appropriate scope, documentation, and referral pathwaysSupervise and support the Wellness Liaison Haitian Community in the delivery of Smart Start Lite case management, perinatal support, community outreach, and office hours activitiesReview workflows, service delivery, and documentation to ensure consistency, quality, and non-duplication of services across Smart Start service areasDevelop and submit monthly Charleroi Office Hours reports, including service summaries, trends, challenges, and outcomesMonitor data entry and documentation in Salesforce and other approved systems to ensure accuracy and complianceIdentify programmatic needs, gaps, and opportunities for improvement and communicate recommendations to the Senior Program ManagerCoordinate with internal Hello Neighbor programs and external partners to support continuity of care and effective referralsPreferred Qualifications:Bachelors degree in social work, public health, human services, or a related field (Masters degree preferred)Demonstrated experience providing perinatal or maternalchild health case management, preferably with refugee, immigrant, or other vulnerable populationsPrior experience in a lead, supervisory, or senior case management role, including staff support and workflow coordinationStrong understanding of trauma-informed, culturally responsive care and perinatal best practicesExperience overseeing programs across multiple sites or geographic areasAbility to balance direct service delivery with supervisory and programmatic responsibilitiesStrong organizational, documentation, and time-management skillsExperience reviewing case documentation and supporting quality assurance processesDigital literacy and ability to learn and navigate case management and reporting systems (e.g., Salesforce, Google Drive)Valid drivers license, access to a personal vehicle, and proof of insuranceFlexibility to work occasional evenings and weekends as neededAlignment with and support of Hello Neighbors mission and core valuesBilingual or multilingual skills preferredAbout You:Energetic, motivated, and hardworkingAbility to take direction and work independently, as well as collaboratively within a team environmentAbility to take initiative and manage multiple tasks and projects at a timeStrong organizational skills with the ability to balance direct service provision and leadership responsibilitiesPassion for community building and supporting refugee and immigrant families, particularly pregnant individuals and newbornsCultural sensitivity and the ability to work effectively with people from diverse backgroundsStrong written, verbal, and interpersonal communication skillsComfortable providing guidance, support, and mentorship to other staffLived migration experience and fluency in additional languages are a plusAdditional Details:This is a full-time, non-exempt, in-house position at our Pittsburgh office in the Larimer neighborhood with a possibility of extension, pending funding determinationsClearances required: Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal History Clearance, Federal Bureau of Investigations (FBI) Criminal History Clearance (PA Act 23 & Act 24); Mandatory Reporter and/or PSEA training may also be required depending on job requirementsValid drivers license required, personal vehicle, and proof of insurance are required; MVR records will be required Personal auto insurance with a minimum $300,000 single combined limit of liability coverageApplications are accepted on a rolling basisSelected candidates will be invited to interview on a rolling basisThe successful candidate must be currently authorized to work in the United States.Compensation: $23-$24/hrComprehensive benefits package available, including medical/dental/vision insurance for employee and dependents (75% employer-paid), generous PTO policies, paid holidays, and participation in employer-sponsored retirement savings with employer match (after 12-months employment). Additional Details:Equal Opportunity EmployerAt Hello Neighbor, we are committed to being an inclusive workplace where diversity in all its forms is championed. Hello Neighbor is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know.All Applications WelcomeData shows that women more frequently do not apply to a job because they dont feel that they meet all of the qualifications listed. Our job descriptions are general overviews, not a mandatory comprehensive list. If you feel passionate about our efforts and believe that you have the skills to contribute to the growth of our organization, we want to hear from you!
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