Case Management Supervisor

Case Management Supervisor

The Department of Mental Health (DMH) is seeking an organized and dynamic individual for the position of Human Services Coordinator II to join The Erich Lindemann Mental Health Center (ELMHC) team. The Human Service Coordinator II orients, trains, and provides direct supervision to Human Service Coordinator (HSC) I staff and assigns individuals referred for case management to HSC I staff ensuring the provision of appropriate, quality care while monitoring treatment and rehabilitation progress. This role provides oversight of case management services to ensure compliance with DMH Regulations, policies, and procedures and functions as liaison to DMH inpatient facilities, community hospitals, and service providers while promoting DMH's philosophy of recovery, trauma informed care, person centered choices and cultural humility.

Duties and Responsibilities:

• Oversight and Compliance: Provide supervision and oversight of HSC I staff to ensure compliance with DMH regulations, policies, and procedures, including utilization management reviews, case management documentation, incident reporting, and contract compliance.
• Utilize available reports and data to monitor performance, identify gaps and trends, and highlight improvement opportunities. Authorize use of benefit time to maintain adequate coverage and continuity of care.
• Caseload Management: Maintain an assigned caseload, including development of Individual Service Plans (ISPs) and Comprehensive Assessments. Coordinate services, advocate for clients, and provide case management support for life management tasks such as housing, entitlements, medical insurance, transportation, budgeting, risk management, and accompaniment to community resources/appointments. Monitor service provision and address issues as needed.
• Staff Supervision and Development: Assign and regularly review HSC I staff caseloads, provide regular case supervision and consultation, conduct Employee Performance Reviews (EPRs), facilitate onboarding and orientation, and ensure staff meet required documentation standards, timeframes, and professional expectations. Address staff concerns, provide guidance, and escalate critical issues to the Site Director as needed.
• Crisis Management: Ensure HSC I staff respond to and manage crises appropriately, including face-to-face or telehealth contact, direct communication with Mobile Crisis Intervention (MCI), Behavioral Health Helpline, and/or 911, and completion of required alerts. Participate in risk and safety planning for assigned individuals in collaboration with staff, supervisors, and service providers.
• Assessments and Screening: Conduct or supervise screenings and needs & means assessments (e.g., suicide, substance use) to identify risk and service needs. Review assessments completed by staff, ensure appropriate follow-up, and coordinate referrals to services as required.
• Transition, Discharge, and Diversion Planning: Assist in developing transition and discharge plans with inpatient providers. Track Section 3 requests and participate in diversion planning using site and community resources. Document all related information in accordance with DMH policies.
• Level of Care and Contract Monitoring: Participate in Level of Care assessments for applicable ACCS clients within prescribed timeframes. Monitor assigned contracts by reviewing enrollments, discharges, vouchers, and provider submissions, identifying performance problems, and assisting providers to ensure effective service delivery.
• Leadership and Collaboration: Demonstrate professional leadership in internal and external meetings, facilitate clear communication, participate in planning, development, and implementation of site processes, and assist the Site Director with hiring decisions. May serve as Site Director designee in their absence.
• Community and Stakeholder Engagement: Respond to inquiries and concerns from the public, municipal and housing officials, public safety, and community agencies, ensuring compliance with DMH and HIPAA confidentiality requirements.
• Professional Standards and Development: Maintain professional standards, comply with all mandatory training, and utilize opportunities for personal and professional growth to enhance skills and improve quality of care for individuals served.
• Documentation and Reporting: Ensure thorough and timely documentation of all case management, supervision, risk assessments, incident reports, and other required records in compliance with DMH protocols and procedures.
• Additional Responsibilities: Provide or arrange transportation for clients as needed and perform other duties as assigned

Required Qualifications:

• Knowledge of psychosocial issues of those with severe and persistent mental illness, types and symptoms of mental illness and counseling strategies that incorporate principles of recovery and rehabilitation.
• Experienced with the types of programs and services available to the mentally ill population as well as the principles and practices of crisis intervention and the ability to make decisions, act quickly, and de-escalate situations to maintain safety utilizing conflict resolution strategies to advocate effectively on behalf of the individuals served.
• Ability to work within the Dept of Mental Health's mission of recovery and person-centered planning.
• Ability to supervise, including planning and assigning work, determine staff training needs, motivate staff to work effectively, evaluate performance, and need for disciplinary action.
• Ability to work cooperatively and effectively with co-workers, clients, provider staff and community partners ability to assess needs of individuals served and assess & evaluate case management process and results.
• Skilled in communicating effectively orally and in writing and to effectively facilitate meetings.
• Ability to initiate and maintain productive and tactful communication with a variety of service providers, individuals served, family members/significant others and guardians.
• Ability to work independently, organize work efficiently, respond appropriately to changing needs of individuals served and multiple work priorities.
• Effective in ensuring records are maintained accurately and in accordance with established regulations and protocols.

Preferred Qualifications:

• Knowledge of statistical and administrative reports necessary for assigned agency process.
• Ability to supervise, include planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; controlling work through periodic reviews and/or evaluations; determining subordinates' training needs and providing or arranging such trainings.
• Knowledge of laws, rules, regulations, policies, procedures, standards and guidelines governing assigned agency and Site activities.
• Familiar with agency forms, documents and case management documentation process
• Knowledge of primary psychiatric medications.
• Proficiency in the use of the electronic record.
• Knowledge of the organizational goals and programs within the agency.
• Knowledge of special needs of, adult and geriatric clients/patients.
• Knowledge of spiritual/cultural needs of the clients/patients served.

Schedule: 9 AM to 5:30 PM Monday-Friday with Saturday and Sunday off.

DMH Mission Statement: The Department of Mental Health assures and provides access to services and supports to meet the mental health needs of individuals of all ages, enabling them to live, work and participate in their communities. The Department establishes standards to ensure effective and culturally competent care to promote recovery. The Department sets policy, promotes self-determination, protects human rights and supports mental health training and research.

Pre-Hire Process: A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.

ADA Reasonable Accommodation: If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at View phone number on click.appcast.io Ext. #4.