Case Management Supervisor

Commonwealth of Massachusetts•Boston, MA

6d•Hybrid

About The Position

The Massachusetts Department of Mental Health (DMH) Metro Boston Fuller Site is seeking an experienced Human Services Coordinator II to serve as a Case Management Supervisor in the Greater Boston Area. The successful candidate will provide direct supervision, orientation, training, and consultation to Human Services Coordinator I staff who support adults eligible for DMH services. The Case Management Supervisor assigns individuals referred for case management, oversees the delivery of appropriate and high-quality services, monitors treatment and rehabilitation progress, and helps ensure compliance with DMH regulations, policies, procedures, and documentation standards. This position also serves as a liaison and consultant to DMH inpatient facilities, community hospitals, service providers, and community partners, and may function as a contract monitor for DMH-funded services. The Case Management Supervisor promotes DMH's philosophy of recovery, trauma-informed care, person-centered choice, cultural humility, self-determination, and protection of human rights.

Requirements

Knowledge of psychosocial issues affecting individuals with serious and persistent mental illness, common symptoms of mental illness, and counseling strategies grounded in recovery and rehabilitation principles.
Knowledge of and ability to work within DMH's mission of recovery, person-centered planning, trauma-informed care, cultural humility, and protection of human rights.
Demonstrated ability to supervise staff, including planning and assigning work, identifying training needs, motivating staff, evaluating performance, and addressing performance concerns appropriately.
Ability to assess the needs of individuals served and evaluate the case management process, service quality, documentation, and outcomes.
Ability to communicate clearly and professionally, both orally and in writing; facilitate meetings; and maintain productive, tactful relationships with individuals served, families, guardians, staff, providers, and community partners.
Ability to review and maintain accurate records in accordance with applicable regulations, policies, protocols, and confidentiality requirements.
Ability to work independently, organize work efficiently, respond appropriately to changing client needs, and manage multiple priorities.
Ability to travel and/or transport individuals served when required by the assignment.
Bachelor's degree or higher in social work, psychology, sociology, counseling, counseling education, education of the physically or emotionally handicapped, education of the multiple handicapped, education of the learning disabled, human services, rehabilitation counseling, education or other a related field is required.
At least four (4) years of full-time, or equivalent part-time, case management of clinical/therapeutic experience.

Nice To Haves

Supervisory or team-lead experience in case management, behavioral health, social services, or a closely related human services setting.
Experience working with adults with serious and persistent mental illness, co-occurring substance-use disorders, complex risk factors, and/or histories of homelessness.
Experience reviewing clinical or case management documentation, providing staff consultation, monitoring service quality, and using data to support performance improvement.
Bilingual or multilingual fluency appropriate to the populations served.

Responsibilities

Provides direct supervision, case consultation, orientation, and training to assigned HSC I staff; assigns work and caseloads, documents supervision, identifies training needs, supports effective performance, and addresses work-related or performance concerns.
Oversees HSC I case management practice to ensure compliance with DMH regulations, policies, procedures, service standards, and required timeframes.
Reviews case management documentation for quality, accuracy, timeliness, and completeness, including face-to-face and collateral contacts, progress notes, comprehensive assessments, Individual Service Plans (ISPs), incident reports, screenings, referrals, clinical review summaries, and discharge or transition plans.
Conducts utilization management reviews; audits and approves monthly case management billing; and uses available reports and data to monitor case management activity, identify gaps or trends, and improve performance outcomes.
Assigns and regularly reviews HSC I caseloads to assess service needs, determine priority levels, support appropriate distribution of work, and evaluate the continued need for DMH services.
Maintains an assigned caseload, as needed, and provides comprehensive case management services, including assessment, ISP development, service coordination, advocacy, risk-management planning, and assistance with housing, benefits, health insurance, appointments, transportation, life-management tasks, and access to community resources.
Facilitates and participates in the development of risk and safety plans in accordance with DMH protocols and policies, in collaboration with staff, individuals served, supervisors, crisis intervention services, providers, families, guardians, and other authorized supports.
Ensures HSC I staff respond to crises through timely face-to-face or telehealth contact when appropriate, communicate directly with Mobile Crisis Intervention, the Behavioral Health Help Line, and/or 911, and complete required alerts and follow-up documentation.
Conducts in-person screenings and Needs and Means Assessments; responds to requests for interim services; recommends or refers individuals to appropriate services; and supervises assessments conducted by Case Managers.
Responds to inpatient units, crisis providers, service providers, and community members as the identified supervisory contact. Communicates critical concerns to the Site Director promptly and maintains professional follow-through.
Oversees onboarding and orientation for newly assigned HSC I staff and completes Employee Performance Review System (EPRS) evaluations within established timelines and guidelines.
Authorizes benefit time and helps maintain adequate staff coverage to support continuity of services.
Provides or arranges transportation so individuals can access the services needed. Travel is required for this position.
Completes mandatory training, maintains professional standards, pursues professional development opportunities, and performs other related duties as assigned.