Case Manager

DIRECT INTERACTIONS INC•Nampa, ID

3d•$25 - $25•Remote

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
Ability to handle sensitive information with professionalism
Must pass a criminal background check paid for by us (Direct Interactions)
Legally able to work in the United States
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
Case Managers must have reliable internet access, a smartphone, and a suitable home office environment.
The role involves extended periods of computer use, phone and SMS communication, and occasional travel within the assigned region for in-person participant meetings and partner site visits.
Agents must be available to work up to 40 hours per week
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 at 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

Experience with or knowledge of SNAP, SNAP E&T, WIOA, TANF work requirements, or similar workforce or benefits compliance programs is a plus
Experience working with individuals receiving public benefits (SNAP, TANF, Medicaid, unemployment, etc.) or navigating significant employment or life barriers preferred
Demonstrated ability to manage a caseload and maintain consistent documentation and follow-up, whether in a formal case management role or comparable setting
Knowledge of Idaho's local labor market, workforce programs, training providers, community colleges, and community resources 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
A second monitor is not required, but strongly recommended.

Responsibilities

Work directly with individuals receiving public benefits to help them move toward stable employment and long-term self-sufficiency.
Develop personalized career plans, provide ongoing support, and connect participants to training, job opportunities, and supportive services.
Monitor program compliance, maintain accurate documentation, and 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