Case Manager

DIRECT INTERACTIONS INC•Nampa, ID

21h•Hybrid

About The Position

Direct Interactions is seeking dedicated Case Managers to support individuals receiving public benefits, such as SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. Case Managers are the heart of the Direct Interactions service model, providing structured, relationship driven guidance that helps participants develop career goals, meet program compliance requirements, overcome barriers, and access the services and opportunities they need to succeed. Each Case Manager is responsible for building individualized career plans, conducting regular check-ins, monitoring compliance, coordinating supportive services, and connecting participants to training, education, and employment opportunities throughout Idaho. This role is ideal for someone who brings empathy, structure, and a genuine commitment to helping people move forward, and who is comfortable working in a fast paced, technology-enabled environment with clear accountability for participant outcomes.

Requirements

Candidates should reside in Idaho; those from neighboring states are welcome to apply.
Must maintain composure across a variety of customer and peer interactions.
Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.).
Experience using digital tools, CRM platforms, or case management software; comfort working in a data-informed, technology-enabled service environment.
Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting.
Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch.
Strong communication skills across SMS, virtual platforms, phone, and in-person interactions, with demonstrated ability to engage effectively with diverse populations.
Ability to remain calm under pressure in a fast-paced contact center environment.
Ability to show empathy for those that may be frustrated or anxious.
Experience in customer service, social services, or call center environments.
Demonstrated ability to manage a caseload and maintain consistent documentation and follow-up, whether in a formal case management role or comparable setting.
High school diploma or equivalent required.
Minimum 1–2 years of experience in case management, workforce development, human services, social work, benefits navigation, or a closely related field.
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, Notebook, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
Operating system – Windows 11 (Windows 10 no longer supported).
Minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and can not be in S mode.
At least 25 Mbps Download Speed.
At least 3 Mbps Upload Speed.
Latency = 200ms.
Jitter = 50ms.
Packet Loss = 1%.
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.
Reliable internet access.
Suitable home office environment.

Nice To Haves

Experience with or knowledge of SNAP, SNAP E&T, WIOA, TANF work requirements, or similar workforce or benefits compliance programs.
Experience working with individuals receiving public benefits (SNAP, TANF, Medicaid, unemployment, etc.) or navigating significant employment or life barriers.
Knowledge of Idaho's local labor market, workforce programs, training providers, community colleges, and community resources.
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

Work directly with individuals receiving public benefits to help them move toward stable employment and long-term self-sufficiency.
Engage participants through heavy outbound calling, provide coaching, and encourage progress.
Develop personalized career plans.
Provide ongoing support.
Connect participants to training, job opportunities, and supportive services.
Monitor program compliance.
Maintain accurate documentation.
Use digital tools to track progress while ensuring participants stay engaged and on track to meet their goals.
Serve as a primary point of contact for participants receiving SNAP or TANF benefits, answering questions about work requirements and Employment & Training (E&T) participation.
Clearly explain program rules, including Able-Bodied Adults Without Dependents (ABAWD) criteria and monthly participation expectations.
Guide participants through available E&T services, including career coaching, resume development, GED preparation, job search platforms (e.g., MPloy™), and supportive service vouchers.
Provide information on program exemptions (e.g., disability, pregnancy, caregiving responsibilities) and assist participants in understanding documentation requirements.
Accurately document all interactions in the Direct Interactions case management system, maintaining confidentiality and audit-ready records.
Escalate complex or urgent participant situations to supervisors using sound judgment and professionalism.
Monitor participant engagement and compliance, proactively re-engaging participants who are at risk of falling behind.
Collaborate with team members and community partners to ensure participants receive the resources and support needed to meet their goals.