Case Manager Supervisor

DIRECT INTERACTIONS INC•Nampa, ID

1d•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
Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
Operating system – Windows 11 we no longer support Windows 10.
Your computer must have the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode; Anything less will not work with the clients software.
At least 25 Mbps Download Speed
At least 3 Mbps Upload Speed
200ms Latency
50ms Jitter
1% Packet Loss
4+ CPU Cores
US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
USB wired headset with noise-canceling microphone
Must have an operational web cam
Must have an operational smart phone

Nice To Haves

Knowledge of Idaho’s local labor market and community resources is preferred
Leadership and Coaching: Ability to coach, motivate, and develop staff, delivering feedback that is constructive and growth-oriented
Case Management Expertise: Familiarity with case management, individualized planning, and compliance monitoring in workforce or social services
Program Compliance Knowledge: Ability to interpret complex program policies and translate them into clear expectations
Data-Informed Supervision: Comfort with using dashboards and outcome data to guide decision-making and prioritize tasks
Communication & De-escalation: Strong written and verbal communication skills with a focus on handling difficult conversations constructively
Organizational Agility: Ability to manage multiple priorities while ensuring participant-level details are not overlooked
Technology Proficiency: Comfort using CRM systems, digital tools, and data dashboards as core work tools
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
A second monitor is not required, but strongly recommended

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