Overflow Shelter Case Manager Lead

Friends of Switchpoint Inc•West Valley City, UT

6d•$21 - $24

About The Position

The Case Manager Lead serves as a subject-matter expert and resource for Case Managers, providing day-to-day guidance, training, problem-solving support, and assistance with program procedures and client service needs. The role strengthens consistency, communication, and service delivery across the team without assuming formal supervisory responsibilities. Formal employee oversight, performance management, corrective action, scheduling authority, and personnel decisions remain with the Senior Manager/Case Management Supervisor (SMCMC). The Lead maintains an active client caseload and provides direct case management while supporting other Case Managers. The caseload is generally reduced from a full Case Manager caseload to allow time for Lead responsibilities; a recommended starting range is approximately 50–75% of the standard caseload, with the exact number determined by the SMCMC based on program needs. Caseload size may be adjusted according to client acuity, program requirements, staffing, training responsibilities, special projects, and other needs. Friends of Switchpoint is a nonprofit serving individuals, families, and veterans in Utah who are experiencing poverty and homelessness. Its mission is to address underlying causes of poverty through personalized, comprehensive plans that support clients on their journey to self-sufficiency and community participation. The organization emphasizes compassion, respect, leadership, transparency, authenticity, positive influence, and treating others with dignity.

Requirements

Experience in case management, housing, homelessness services, or a related human-services field.
Strong knowledge of community resources and available client services.
Strong communication, organization, and problem-solving skills.
Ability to provide peer support and training professionally and collaboratively.
Ability to handle confidential and sensitive client information appropriately.
Demonstrated ability to work independently while maintaining appropriate communication with leadership.
Ability to maintain appropriate professional boundaries and provide leadership without formal supervisory authority.

Nice To Haves

Experience with HMIS or other case management/documentation systems.

Responsibilities

Maintain an assigned caseload and provide direct case management services to clients.
Complete client assessments, service plans, case notes, referrals, follow-ups, and required documentation.
Help clients identify and access housing, benefits, transportation, employment, identification, healthcare, and other community resources.
Serve as a resource and point of contact for Case Managers needing guidance with client situations, resources, documentation, or program procedures.
Support Case Managers with complex or challenging cases and help identify appropriate resources and next steps.
Promote consistency in case management practices, documentation, and client service expectations.
Maintain a caseload appropriate to program and funding requirements, client acuity, staffing, and Lead responsibilities; the SMCMC determines and periodically reviews the caseload.
Provide informal coaching, training, and peer support related to case management practices, resources, HMIS, documentation, and program expectations.
Share updates, resources, and best practices with Case Managers.
Assist with onboarding and training new Case Managers as requested by the SMCMC.
Identify staff training, resource, or clarification needs and communicate them to the SMCMC.
Serve as a subject-matter resource for established case management practices and procedures.
Help facilitate communication between Case Managers and the SMCMC.
Bring recurring questions, concerns, resource gaps, and program issues to the SMCMC’s attention.
Assist the team with problem-solving while maintaining appropriate boundaries around supervisory authority.
Promote teamwork, collaboration, professionalism, and consistent service delivery.
Maintain familiarity with community resources, housing programs, benefits, transportation resources, documentation requirements, and other relevant services.
Assist Case Managers in identifying appropriate referrals and community partnerships.
Help develop and maintain resource guides, templates, and other case management tools.
Provide leadership with feedback about resource gaps, client barriers, and recurring issues that may require program-level solutions.
Perform other related duties consistent with the position’s scope and purpose, as assigned by the SMCMC or other designated leadership.
Assist with special projects, program initiatives, coverage needs, training activities, and other operational needs as requested.
Participate in required meetings, trainings, and organizational activities.