Case Management Supervisor

Job Description

Job Description

Position Summary

The Supervising Career Navigator provides direct oversight of service delivery and case management quality within the WIOA Adult and Dislocated Worker programs. This position serves as the primary link between program leadership and frontline staff, ensuring that all participant services are delivered consistently, effectively, and in alignment with WIOA requirements and performance expectations. The role combines supervisory leadership, advanced case management expertise, and quality control functions to ensure that participant progression, training alignment, and employment outcomes are achieved.

Key Responsibilities:

·        Supervise and support Career Navigators in daily service delivery and case management activities

·        Review and approve individual plans to ensure alignment with career pathways and labor market demand

·        Conduct routine case file reviews and quality assurance checks to ensure compliance with WIOA requirements

·        Provide guidance and coaching to staff on participant engagement, barrier resolution, and service strategy

·        Monitor participant progression across all service phases, including enrollment, training, and follow-up

·        Coordinate with the Program Manager to address performance trends and implement corrective strategies

·        Support staff with complex participant cases, including individuals with significant barriers to employment

·        Ensure accurate and timely data entry within HireNet Hawaiʻi and related reporting systems

·        Facilitate internal communication and coordination across recruitment, case management, and employer engagement functions

Performance Accountability

The Supervising Career Navigator is directly accountable for:

·        Service Delivery Quality: Ensuring all participants receive appropriate, timely, and compliant services aligned with their individual education and vocational plans and maintaining consistency in service delivery across all staff

·        Supporting the Program Manager: Ensuring services meet the WIOA performance metrics in all reportable areas including Measurable Skill Gains, Credential Attainment, Employment Outcomes, Quarterly Earnings in addition to community and business relationship development

·        Quality Control and Compliance: Maintaining audit-ready case files with complete and accurate documentation in compliance with WIOA regulations, local policies, and reporting requirements; identifying and correcting documentation or service delivery gaps in real time

·        Staff Performance and Development: Monitoring Career Navigator caseloads and service effectiveness, providing ongoing coaching, technical assistance, and performance feedback

·        Performance Monitoring and Risk Management: Monitoring program performance to identify early warning indicators and implement corrective action(s) to ensure participation success

Performance is evaluated based on:

·        Achievement of program performance metrics

·        Case file quality and compliance

·        Staff performance and service delivery consistency

·        Timeliness and accuracy of reporting

Minimum Qualifications

·        Bachelor’s degree in Human Services, Workforce Development, Education, or related field, or equivalent experience

·        Minimum 2+ years supervisory or leadership experience; additional experience may be evaluated in lieu of a degree

·        Demonstrated knowledge of WIOA programs, participant services, and reporting requirements

·        Strong experience with case management systems and documentation standards

Preferred Competencies

·        Experience with HireNet Hawaiʻi or similar workforce systems

·        Ability to manage multiple caseloads and staff simultaneously

·        Strong analytical skills to interpret performance data and trend

·        Experience working with diverse populations and individuals with significant