FAC Lead Case Manager

Neighborhood Place of Puna•Keaau, HI

1d•$27 - $29

About The Position

The Lead Case Manager supervises and mentors case managers who support households navigating life challenges. The role develops team strategies, ensures high-quality, compassionate engagement, and fosters empathy and resilience. The Lead Case Manager monitors and improves case management practices, collaborates with community organizations, provides direct participant support as needed, and manages a caseload when required. The position also trains, coaches, and shadows Housing Navigators, Housing Stability Specialists, and NPP volunteers, serving as a positive role model aligned with NPP’s mission, values, and practice of unconditional welcoming. The position requires collaboration with community agencies and organizations, clear and respectful communication, timely documentation, participation in organizational planning, meetings, and trainings, and upkeep of a shared calendar. The role may require driving a company or personal vehicle to transport goods or personnel. A valid Hawaii driver’s license, clean driving record, and no-fault car insurance are required. A criminal record and/or DHS-CWS background check is required. Residence in the Puna/East Hawaii community is preferred. The role includes frequent driving and walking on unpaved roads, lifting and moving materials, and exposure to outdoor weather, wet or humid conditions, fumes or airborne particles, and extreme heat. Staff may encounter distressing or potentially hazardous situations involving violence, substance use, bodily fluids, conflict, and other challenging circumstances; training is provided to address these situations.

Requirements

High school diploma or equivalent.
At least 2 years of experience serving vulnerable populations.
At least 1 year of supervisory experience.
Valid Hawaii driver’s license, clean driving abstract, and no-fault car insurance.
Criminal record and/or DHS-CWS background check.
Basic office software skills, including MS Word or Google Docs and MS Excel or Google Sheets; general comfort using computers, programs, and apps.
Excellent computer literacy and knowledge of Microsoft Suite, Google Docs, and Google Sheets.
Effective and courteous communication with families, staff, and community members.
Knowledge of available community resources.
Ability to manage multiple tasks and meet deadlines.
Strong organizational and planning skills.
Ability to work as part of a team and remain flexible around task assignments.
Ability to establish and maintain appropriate professional boundaries.
Demonstrated experience providing direct services to families and/or individuals.
Ability to meet the physical demands of the role, including frequent driving and walking on unpaved roads and lifting or moving up to 25 pounds frequently and up to 50 pounds occasionally.

Nice To Haves

Associate degree or higher.
Resident of the Puna/East Hawaii community area.

Responsibilities

Supervise, support, train, coach, and mentor case managers and other designated staff and volunteers.
Conduct regular team meetings and facilitate guidance, knowledge sharing, and professional development.
Foster a collaborative, positive, and participant-centered team environment.
Develop and implement program initiatives to improve compassionate engagement services.
Monitor and evaluate case management processes and outcomes, using data to improve program effectiveness.
Collaborate with other programs, community agencies, members, and organizations to increase resource availability and support for participants.
Model best practices in compassionate engagement and provide hands-on participant support when needed.
Manage a caseload as needed, including timely case assessments, follow-ups, and documentation.
Ensure case managers provide a nurturing presence, active listening, and guidance tailored to each household.
Stay informed about community resources, support services, and field best practices.
Maintain a professional and respectful disposition and provide customer-focused services in accordance with training, policies, procedures, program requirements, and leadership direction.
Communicate clearly and respectfully and document relevant work with individuals, agencies, and community members promptly.
Participate in organizational planning, staff meetings, trainings, and directed community meetings.
Keep the shared calendar updated with activities, meetings, and general schedule.
Participate in office and workspace cleanliness and upkeep.
Operate a company or personal vehicle as needed to transport goods or personnel.