Casework Manager

Job Summary

The Casework Manager is responsible for leading and overseeing The Independence Fund’s Casework Department and ensuring timely, professional, and effective support for Veterans, Caregivers, family members, and community partners navigating complex systems of care and benefits.

This position provides direct supervision to Casework staff while maintaining an active portfolio of complex and escalated cases. The Casework Manager ensures quality service delivery, accurate documentation, case accountability, and strategic coordination with internal programs and external agencies.

The Casework Manager serves as a subject matter expert in Veteran advocacy and benefits navigation and is responsible for establishing and maintaining collaborative relationships with the Department of Veterans Affairs (VA), Veteran Service Organizations (VSOs), state and local agencies, healthcare systems, nonprofit organizations, and community providers.

This role requires a current Veteran Service Officer (VSO) certification and ongoing maintenance of certification throughout employment.

• Lead, manage, and oversee intake, assignment, tracking, and resolution of Veteran and Caregiver cases across the Casework Department;
• Personally manage and support high-complexity, escalated, VIP, and sensitive case assignments;
• Ensure timely follow-up and resolution of Veteran concerns while maintaining exceptional customer service standards;
• Oversee case documentation standards and ensure complete, accurate, and timely entry into case management systems;
• Obtain and maintain all required releases, authorizations, and supporting documentation.
• Monitor and report on case aging, case closure rates, documentation compliance, and constituent satisfaction
• Ensure all new case referrals receive acknowledgment within established service standards and are actively managed through resolution
• Prepare monthly, quarterly, and annual casework reports highlighting case volume, outcomes, trends, systemic barriers, and program impact
• Maintain strict confidentiality of Veteran, Caregiver, donor, and organizational information in accordance with applicable privacy laws, organizational policies, and ethical standards

Provide guidance and oversight regarding:

• VA disability claims and appeals;
• VA healthcare access and coordination issues;
• Caregiver support and assistance programs;
• Disability ratings and benefits navigation;
• Housing instability and homelessness;
• Legal barriers affecting Veteran outcomes;
• Adaptive housing, mobility, prosthetics, and medical equipment;
• Mental health intervention, PTSD support, crisis coordination, and suicide prevention resources;
• Community resource coordination and social determinants of health;
• Other Veteran-related issues as identified.

• Supervise, mentor, coach, and evaluate Casework staff and associated support personnel;
• Establish workload priorities and monitor team performance metrics and service standards;
• Develop and implement SOPs, workflows, and quality assurance processes;
• Conduct routine case audits and ensure compliance with organizational standards;
• Partner cross-functionally with Programs, Communications, Development, Operations, and Executive Leadership;
• Identify trends, barriers, and systemic issues impacting Veterans and recommend strategic improvements;
• Support after-action reviews and continuous improvement initiatives.

• Maintain strong relationships with federal, state, and local Veteran-serving organizations;
• Represent The Independence Fund in meetings, conferences, and stakeholder engagements;
• Coordinate directly with VA leadership, healthcare systems, government agencies, and community partners as needed;
• Serve as an escalation point for agency coordination and advocacy efforts.
• Strong leadership and team management skills;
• Exceptional customer service orientation with a Veteran-first mindset;
• Deep understanding of Veteran systems, benefits, and advocacy;
• Strong organizational and operational management abilities;
• Excellent judgment and decision-making under pressure;
• Ability to navigate complex and emotionally charged situations;
• Superior written and verbal communication skills;
• Strong analytical and problem-solving capability;
• Ability to manage competing priorities and maintain attention to detail;
• Proficiency with case management platforms, spreadsheets, reporting, and documentation systems.

The Casework Manager reports directly to the Director of Casework (or designated executive leader).

This position directly supervises Casework Coordinators, Intake personnel, and any additional staff assigned to the Casework function.

This role works collaboratively across all departments and serves as a key operational leader within Programs.

Required:

• Bachelor’s degree in Social Work, Human Services, Public Administration, Military Studies, Healthcare Administration, or related field (equivalent experience may be…