Case Management Supervisor

Mediation Case Manager SupervisorSalary Range $34.46 - $38.09 Hourly Position Type Full Time Education Level Associate's Degree - 2 Year DegreeVolunteers of America is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives that allow us to better serve and uplift our community – and each other.As supervisor of the Mediation Intake Department, the Mediation Case Manager Supervisor oversees the operations of the Dispute Resolution Center's (DRC) mediation intake services, staff, and case management. The Supervisor serves as a key liaison between the DRC and clients, fostering collaborative relationships to enhance service delivery. This leadership role involves managing the Mediation Intake Case Managers, developing and maintaining comprehensive training programs for both new and existing staff, overseeing case assignments, ensuring high-quality client service, optimizing the mediation intake process for efficiency and effectiveness, and ensuring compliance with all relevant policies and regulations.Principal ActivitiesOversee the mediation intake team's daily operations, providing guidance and support to ensure high-quality client interactions and service delivery.Ensure all incoming calls and inquiries are handled efficiently and that clients receive timely, accurate information about DRC services.Handle the supervisory needs of direct reports, including managing time off requests, conducting performance reviews, and addressing any personnel issues.Attend leadership meetings to represent the mediation intake team and contribute to strategic planning and decision-making.Guide the team in using active listening and conflict resolution skills to manage pre-mediation casework effectively.Ensure the review of protective orders and other court orders is thorough and assesses impacts on mediation processes.Oversee the maintenance of mediation files in Kintone and the DRC cloud drive, ensuring data integrity and confidentiality.Manage the scheduling of mediations and trainings, ensuring the reservation calendar for mediation and training rooms is up to date, and conflicts are minimized.Supervise the processing of payments, refunds, and credit card transactions, ensuring accuracy and compliance with financial protocols.Oversee the stocking of forms and the provision of current online forms to mediators, ensuring all resources are available and up to date.Coordinate office functions, including but not limited to mail processing, supply ordering, and library maintenance, ensuring efficient operations.Ensure team members attend required training and in-services, facilitating continuous professional development.BenefitsWe believe that taking care of our team is essential to fulfilling our mission. We offer a comprehensive and competitive benefits package designed to support your well-being as a full-time employee.Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hoursCompetitive compensationHolidays: 9 paid per year + 2 paid floating holidaysMedical, Dental, and VisionHealth Savings Account (HSA)Flexible Savings Account (FSA) medical & dependent careFree Employee Assistance program403(b) Retirement Plan matchingProfessional Development opportunitiesQualificationsExperience in a supervisory or leadership role, preferably within a mediation or conflict resolution setting.Associate's degree in a relevant field or, in lieu of a degree, a combination of equivalent education and work experience.Familiarity with relevant policies, regulations, and compliance requirements related to mediation and dispute resolution.Strong problem-solving skills with the ability to address complex client concerns effectively.Conflict resolution experience is strongly preferred.Case management experience preferred.Excellent attention to detail and highly organized.Strong computer skills, particularly in data entry, Microsoft 365, Outlook and Kintone.Customer-service oriented with a high degree of emotional intelligence.Excellent written and oral communication skills.Ability to work well within a team and independently.Ability to prioritize a high workload.Equal Employment Opportunity StatementWe are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals' race, sex, age, national origin, disability status or any other protected characteristic. Volunteers of America Western Washington