Case Management Manager

At Episcopal Community Services (ECS), employees work with participants who may be experiencing homelessness, behavioral health conditions, substance use challenges, and other difficult life circumstances. While this work is meaningful and mission-driven, it can at times be stressful, demanding, or unpredictable. Employees are expected to exercise sound judgment, remain aware of their surroundings, follow established safety, communication, and de-escalation procedures, participate in all required trainings, and promptly report incidents, threats, injuries, or unsafe conditions, in accordance with ECS policies and procedures.

This position is a fully onsite, client-facing role that requires in-person interaction and direct service delivery to participants at ECS program locations. Due to the essential nature of the duties and the need for consistent in-person engagement with clients, remote work or work-from-home arrangements are not available for this position.

POSITION SUMMARY: The Senior Support Services Manager (SSSM) is responsible for developing, implementing, and overseeing Case Management services within Interim Housing. This role ensures high-quality social work support for guests by building and leading an effective case management team, establishing program structure, and maintaining all required documentation and reporting standards. The SSSM provides supervision and leadership to the Case Management staff, which includes conducting regular supervision, scheduling, hiring, processing payroll, employee performance evaluations, and ensuring accurate, and timely completion of case documentation.

The SSSM is accountable for ensuring contract compliance, attaining successful service objective outcomes, adhering to reporting protocols and schedules, and program budget management. Through collaboration with partner agencies and internal stakeholders, the SSSM ensures that service delivery meets organizational goals and supports the overall mission of the program.

PRIMARY DUTIES AND RESPONSIBILITIES

• Develop and implement case management services, program structure, and procedures to meet contract and program goals.
• Collaborate with partnering agencies and internal teams to ensure integrated service delivery and alignment with program goals.
• Monitor program operations to ensure adherence to organizational standards, contracts, and other requirements.
• Supervise Case management staff, providing regular supervision meetings.
• In collaboration with the HR department, hire, onboard, coach and handle progressive discipline actions when necessary.
• Create and maintain staff schedules, monitor time off ensuring appropriate coverage and quality service delivery, and process bi-weekly payroll.
• Oversee staff training, ensuring compliance and create opportunities for professional development.
• Ensure accurate completion, quality, and timely submission of case notes, assessments, service plans, and all required documentation.
• Ensure compliance with all program contracts, funding requirements, and reporting protocols.
• Track and evaluate program outcomes, service objectives, and performance indicators.
• Submit all reports and documentation within required timelines.
• Manage program budget, including monitoring expenses and resource allocation.
• Serve as liaison between the Case Management team, leadership, and external partners.
• Participate in interdisciplinary meetings, case conferences, and community collaborations.