Diversion Case Manager Supervisor - One Door OKC

Job Location:

Oklahoma City, OK 73106, Position Type:
Full Time

At City Rescue Mission, we believe everyone deserves hope, healing, and a home. As a housing-focused shelter, we provide compassionate care, innovative programs, and practical tools to help individuals and families experiencing homelessness achieve long-term stability and independence.

We're driven by a deep belief in the value of every person we serve and a commitment to creating brighter futures through community partnerships and life-changing programs.

The Diversion Case Manager Supervisor leads City Rescue Mission's One Door OKC Project staff and is responsible for CRM day-to-day operations, staff supervision, and coordination with the City Care Director. This position reports to the Vice President of Client Services and combines supervision with family assessments, telephone and field engagement, housing problem-solving, and diversion services. The supervisor coordinates CRM staffing, case assignments, service delivery, documentation, and handoffs to help families move toward safe and sustainable housing.

The assigned schedule is 9:00 a.m.

-5:00 p.m., Monday - Friday.

• Engage families by telephone, at the service location, and in the field with a respectful, compassionate, and non-judgmental approach.
• Explain the One Door OKC Project process, expected wait times, available services, client rights and responsibilities, and next steps in clear and accessible language.
• Supervise the CRM Triage Specialist, Assessment Case Manager, Family Navigator, and Part-Time Case Manager. Coordinate schedules, coverage, daily priorities, case assignments, and follow-up.
• Manage CRM day-to-day operations and maintain an assigned diversion workload appropriate to supervisory responsibilities, including assessments and housing problem-solving by telephone and in the field.
• Complete assessments using current Key to Home/Continuum of Care questions, tools, decision rules, and CRM diversion procedures.
• Gather accurate information regarding each family's immediate situation, recent housing history, current risks, natural support, available resources, barriers, and reason for seeking services.
• Identify urgent medical, behavioral health, safety, exploitation, domestic violence, trafficking, suicide or self-harm, intoxication, or other crisis indicators and immediately follow established escalation and emergency-response procedures.
• Explore safe alternatives to shelter through family and friend supports, landlord or host mediation, prior housing options, income, benefits, transportation, and practical problem-solving.
• Coach CRM staff on diversion plans, review complex or high-risk cases, verify the safety and feasibility of proposed options, and elevate unresolved matters to the Vice President of Client Services.
• Help families complete calls, applications, releases, transportation arrangements, and other action steps; request flexible assistance through established approval procedures when appropriate.
• Connect families with appropriate community resources, including housing, benefits, employment, identification, transportation, food, health care, behavioral health, substance-use treatment, legal services, veteran services, and other supports.
• Use warm handoffs whenever possible by contacting the receiving provider, confirming eligibility or next steps, and reducing barriers to successful connection.
• When diversion is insufficient, coordinate a warm handoff to assessment, housing navigation, shelter, or another appropriate intervention and share the current plan and completed work.
• Provide transportation to families as needed to facilitate access to appointments, resources, and services, in accordance with agency policy.
• Use de-escalation skills, maintain professional boundaries, and follow all safety, incident-reporting, mandatory-reporting, emergency, and workplace-violence procedures.
• Perform other duties as assigned that are consistent with the purpose and general scope of the position.

• Ensure accurate and timely Homeless Management Information System (HMIS) program enrollments based on screening results, program eligibility, and established procedures.
• Maintain accurate and up-to-date documentation, including but not limited to telephone calls, emails, attempted contacts, face-to-face interactions, screenings, referrals, outcomes, and agreed-upon next actions. Ensure all relevant information is detailed and…