Lead Case Manager

SSVF Lead Case Manager

Location:

Inte Care Administrative Offices / Veteran Service Center (Indianapolis, Indiana)

Reports to:

SSVF Program Manager

Supervises:
Provides day-to-day guidance and support to assigned Case Managers; no formal direct reports unless otherwise assigned

This is Full-Time, Salaried, Exempt Staff Level Position

Job Summary:

The SSVF Lead Case Manager serves as both an experienced direct-service professional and a day-to-day resource for the SSVF Case Management team. This position supports the SSVF Program Manager in ensuring Veterans and their families receive timely, high-quality services designed to help them obtain and maintain permanent housing. In addition to maintaining an assigned caseload, the Lead Case Manager provides guidance, coaching, case consultation, and workflow support to Case Managers.

The Lead Case Manager helps reinforce program expectations, assists with complex cases and barriers, supports staff training and onboarding, and promotes consistent documentation and service delivery across the team. This position works closely with Case Managers, Housing staff, Intake staff, Compliance staff, program leadership, community partners, the VA, and other service providers to support effective coordination of services and successful outcomes for Veterans and their families.

Scope of Role/Principal Responsibilities:

The following responsibilities include, but are not limited to:

Essential Duties:

Team Leadership & Case Management Support

• Serve as a day-to-day resource for Case Managers regarding program processes, participant needs, case planning, and service coordination.
• Provide coaching, guidance, and support to Case Managers while reinforcing expectations established by the SSVF Program Manager.
• Assist Case Managers with complex cases, participant barriers, housing challenges, and difficult service situations.
• Support the Program Manager with reviewing caseload needs, identifying concerns, and ensuring appropriate follow-up.
• Help coordinate team workload and coverage when staff are out of the office, in the field, on leave, or when vacancies occur.
• Promote consistency in how Case Managers deliver services, communicate with participants, and document program activity.
• Serve as a positive example of Inte Care expectations, professionalism, teamwork, accountability, and participant-centered service.
• Support team problem-solving while encouraging Case Managers to develop independence and sound professional judgment.
• Assist with team huddles, case conferencing, and other case-management meetings as assigned.

Training & Staff Development

• Assist with onboarding and training new Case Managers.
• Provide job shadowing, coaching, and ongoing support related to SSVF case management expectations.
• Reinforce training related to eligibility, documentation, Housing Stability Plans, recertifications, HMIS, participant contact requirements, TFA requests, exits, and other program processes.
• Support implementation of new procedures, workflows, tools, and program changes.
• Assist staff with understanding and adapting to changes in SSVF requirements.

Quality & Program Support

• Support Case Managers in maintaining timely, accurate, and complete participant records.
• Review case-management practices and documentation as assigned and provide coaching when corrections or improvements are needed.
• Help ensure required participant contacts, home visits, recertifications, documentation, and program deadlines are completed.
• Work collaboratively with Compliance staff to resolve documentation concerns and strengthen case-management practices.
• Monitor assigned workflow or caseload tracking tools and help identify cases requiring additional attention.
• Escalate significant participant, compliance, performance, safety, or service-delivery concerns to the Program Manager.

Direct Case Management

The Lead Case Manager will maintain an assigned caseload and perform the core duties of the SSVF Case Manager position, including:

• Assist Veteran families in locating and maintaining safe, stable permanent housing.
• Complete participant screening and enrollment as needed.
• Develop individualized Housing Stability Plans and sustainability goals with participants.
• Coordinate resources and referrals necessary to support housing stability.
• Maintain regular participant contact and complete required home visits.
• Complete timely HMIS case notes documenting participant contact, goals, referrals, services, and progress.
• Complete intakes, recertifications, exits, and other required…