Lead Case Manager

POSITION SUMMARY:

The Lead Case Manager provides senior-level oversight of the Choice Neighborhoods case management team, guiding a trauma-informed, family-centered approach to helping Will Rogers Courts residents achieve housing stability, economic opportunity, and improved health and well-being throughout the renovation and relocation process. The Lead Case Manager directly supervises three CAA Case Managers and also coordinates with case management staff employed by Lilyfield, ensuring that all case management practices — across both organizations — align with the Choice Neighborhoods model and the program's Case Management Plan.

CORE VALUES:

The Lead Case Manager is expected to model and reinforce the agency's core values in daily practice and in supervision of the case management team: Collaborate as partners; Supportive by nature; Community centered; Compassion in action; Act with integrity; Pursue exceptional quality; Innovate with purpose

DUTIES AND RESPONSIBILITIES:

Program Leadership:

• Supervise, coach, and support a team of three Case Managers, including onboarding, ongoing training, and regular individual and team supervision.
• Monitor caseloads to ensure each Case Manager maintains an appropriate ratio (approximately 50 families per Case Manager) that allows for intensive, individualized engagement.
• Ensure fidelity to trauma-informed care principles and best practices in family stabilization across all case management activities.
• Oversee implementation of the four-step case management process: intake and needs assessment, goal setting, implementation, and monitoring/evaluation.
• Review and approve Family Service Plans and SMART goals developed by Case Managers, ensuring plans are individualized, realistic, and aligned with family priorities.
• Monitor documentation and data entry in ChildPlus (or designated case management database), ensuring accurate and timely Family Profiles and service logs.
• Coordinate with community partners, including local nonprofits, healthcare providers, educational institutions, and government agencies, to maintain and strengthen referral pathways in housing, workforce development, health and wellness, and education.
• Facilitate or oversee biweekly/monthly case reviews and weekly case manager check-ins to track family progress and address emerging barriers.
• Lead crisis response and barrier-resolution efforts for complex or high-risk family situations, providing direct support to Case Managers as needed.
• Compile and analyze quarterly impact data (housing stability, employment, healthcare access, education outcomes) and prepare reports for program leadership and funders.
• Support community engagement efforts, including resident leadership training, civic participation opportunities, and community meetings to gather family input.
• Participate in program planning, sustainability planning, and continuous quality improvement of case management services.
• Ensure compliance with program policies, funder requirements, and confidentiality standards in all case management activities.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Deep understanding of trauma-informed, strengths-based case management practices.
• Ability to lead and motivate a team while maintaining high standards of service quality.
• Skilled in data analysis and outcome reporting.
• Ability to build and maintain effective partnerships with nonprofit, healthcare, education, and government stakeholders.
• Cultural competence and sensitivity to the needs of diverse, low-income families undergoing housing transition.

WORKING CONDITIONS:

Work is performed in a combination of office and community settings, including resident homes and community meeting spaces. May require occasional evening or weekend availability for community meetings or family emergencies.

QUALIFICATIONS REQUIRED:

• Bachelor's degree in Social Work, Human Services, Psychology, Counseling, or a related field required; Master's degree preferred.
• Minimum of 5 years of case management experience, including experience with trauma-informed care and family stabilization services.
• Minimum of 2 years of supervisory or team-lead experience preferred.
• Demonstrated knowledge of housing assistance, workforce development, healthcare, and educational support systems.
• Experience working with families experiencing housing instability, relocation, or community redevelopment preferred.
• Proficiency with case management databases (e.g., ChildPlus) and standard office software.
• Strong organizational, coaching, and conflict-resolution skills.
• Excellent written and verbal communication skills, including the ability to prepare reports for funders and leadership.
• Valid driver's license and reliable transportation, as home and community visits may be required.

SUPERVISION:

• Reports to: Family Empowerment Director
• Supervises: Case Managers