And Supportive Services Manager

Description

The Case Management Program Manager leads adult and youth outreach case management as a single, unified continuum of housing case management. The Manager owns housing retention and stabilization for clients housed by adult and youth case managers: designing the service model, setting standards, and carrying a defined group of retention clients. The role also coordinates case management within Medical Respite as it develops, may carry a limited caseload there, and oversees the creation and implementation of a case manager internship program.?

The Manager supervises the Case Manager Supervisor for Adult Services, who supervises the adult outreach case managers, and the two Youth Outreach Team case managers. This role holds programmatic responsibility for housing case management outcomes, strategy improvement, service quality, and protocol development across both teams.?

The Manager also serves as OHM case management's point of contact for clients shared with other agency programs, working with those program leaders to establish referral pathways, handoff processes, and shared workflow standards.?

The Case Management Program Manager keeps clients housed through dedicated retention casework, unifies adult and youth case management into one coordinated continuum, establishes shared communication and handoff practices with agency programs serving the same clients, strengthens the case manager pipeline through a structured case management internship program, and improves housing case management overall by owning its outcomes, strategic direction, and protocols.?

• Housing Stabilization:?
  
  Design and implement housing stabilization services and impact metrics for clients housed by adult and youth case managers, including the handoff point at which retention services begin.?
• Carry a defined retention caseload within the time allocation established for this role. ?
• Integrated Case Management Leadership:
  Own outreach case management outcomes across adult and youth: define success, oversee data entry, and report progress to leadership.?
• Identify service delivery gaps and lead strategy improvements across both teams.?
• Develop and maintain case management protocols and standards, including intake, documentation, and service delivery.?
• Coordinate Medical Respite case management as it develops (referrals, discharge and housing-transition planning, and may carry a limited caseload).?
• Supervision and Development:?
  
  Supervise the Case Manager Supervisor for Adult Services and the two youth outreach case managers, including performance management, coaching, and professional development. Lead with strong communication skills and housing case management expertise.?
• Support the Supervisor in day-to-day supervision, case consultation, and caseload management for the adult team.?
• Initiate and oversee the case manager internship program, including curriculum, structure, and evaluation of intern progress.?
• Cross-Program Coordination:?
  
  Serve as OHM point of contact for programs that share clients for CM needs:
  Youth Programs, Flexible Housing, The Crib, and West Town.?
• Document where referrals, communication, and handoffs break down, and propose workflow improvements.?
• Develop and maintain shared referral pathways and handoff processes with those program leaders.?
• Representation and Documentation:?
  
  Represent outreach case management in cross-departmental and leadership discussions, grant meetings, and data management.?
• Maintain accurate and timely documentation in EHR, ETO, and HMIS consistent with agency standards.?

Reports to:

Director of Outreach & Health Ministry

Reporting to this position:
Adult Case Manager Supervisor and youth Outreach Case Managers