Case Manager Supervisor

DIRECT INTERACTIONS INC • Nampa, ID

5d • Remote

About The Position

Direct Interactions is seeking an experienced and people-centered Case Manager Supervisor to lead a team of Case Managers supporting individuals on public benefits including SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. The Case Manager Supervisor is responsible for the performance, development, and day-to-day effectiveness of a regional case management team, ensuring that participants receive high-quality, consistent, and compliant services in alignment with Direct Interactions' service model and Idaho's SNAP E&T program requirements. This role sits at the intersection of people leadership, program compliance, and operational coordination. The ideal candidate brings direct experience in case management and/or workforce services supervision, a strong coaching mindset, and the organizational skills to manage team performance through both qualitative oversight and data-driven accountability. The Case Manager Supervisor reports to the Client Services Manager and serves as the primary escalation point and quality resource for their team of Case Managers.

Requirements

• Candidates should reside in Idaho; those from neighboring states are welcome to apply
• Must maintain composure in a variety of customer and peer interactions, including difficult or high-pressure situations
• Experience working in a team environment, including cooperation with co-workers and joint problem-solving
• Familiarity with public benefit programs (SNAP, TANF, Medicaid, etc.) and their compliance requirements, with experience working with individuals navigating these benefits or significant life/employment barriers
• Demonstrated strong listening and communication skills across SMS, phone, virtual platforms, and in-person interactions, with the ability to engage effectively with diverse populations
• Ability to manage a caseload, maintain consistent documentation, and follow up in a case management or similar setting
• Comfort using digital tools, CRM platforms, and data-informed service environments for day-to-day work
• Experience in customer service, social services, or call center environments
• Ability to handle sensitive information with professionalism
• High school diploma or equivalent required
• Minimum 2–3 years of experience in case management, workforce development, human services, or a closely related field
• At least 1 year of supervisory, lead, or team coordination experience, or demonstrated readiness to step into a leadership role
• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet

Nice To Haves

• Knowledge of Idaho’s local labor market and community resources is preferred
• Associate's or Bachelor's degree in Social Work, Human Services, Psychology, Workforce Development, or a related field strongly preferred
• Training or certification in case management, motivational interviewing, trauma-informed care, or workforce coaching is beneficial
• Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply

Responsibilities

• Oversee team caseloads and participant progress, ensuring individuals are engaged, on track, and compliant with program requirements
• Supervise, coach, and support Case Managers in delivering high-quality services, including career planning, participant engagement, and barrier resolution
• Guide staff in developing and maintaining effective Individualized Career Plans (ICPs) and connecting participants to appropriate training, employment, and supportive services
• Serve as the primary escalation point for complex participant situations, providing direction and helping resolve barriers to engagement or compliance
• Monitor compliance and quality by reviewing case files, verifying documentation standards, and ensuring audit-ready records across the team
• Use dashboards and reporting tools to track team performance, identify trends, and proactively address gaps in engagement, compliance, or outcomes
• Lead team coordination through regular meetings, workflow oversight, and clear communication of program policies, priorities, and expectations
• Ensure accurate and timely reporting of participation, documentation, and service delivery in alignment with program requirements
• Collaborate with cross-functional teams and partners to ensure seamless, participant-centered service delivery
• Identify opportunities for process, training, and service improvements, and implement changes to strengthen team performance and participant outcomes

Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED