DCM Case Manager Supervisor - St Augustine

JOB PURPOSE:

The DCM Case Management Supervisor manages a team of Case Managers providing disaster case management services to individuals and families impacted by disasters. The Case Management Supervisor ensures staff complete Needs Assessments, develop Service Plans and make appropriate community referrals for additional services. The Case Management Supervisor ensures staff maintains appropriate contact with the client, that quality services are provided and that their Service Plan is completed in a timely manner.

Due to the nature of the job and the confidentiality of client information, work-from-home options will not be available for this position.

ESSENTIAL

JOB RESPONSIBILITIES:

Provide Vision and Leadership Serve as a visible and accessible leader, meeting regularly with Case Managers to staff caseloads, resolve challenges, and ensure survivors’ needs are addressed.

Keep staff informed on program updates, contract requirements, and organizational priorities.

KPI:
Hold weekly caseload staffing sessions with 100% of Case Managers; ensure all program/policy updates are communicated within 48 hours.

Develop and Empower Staff Ensure assigned staff are trained, supported, and motivated to meet program deliverables.

Supervise Case Managers by:o Making quality hiring decisions.o Training, mentoring, and modeling trauma-informed care and best practices.o Monitoring performance, documenting progress, and delivering evaluations.

Foster a culture of accountability, growth, and service excellence.

KPI:
Maintain 90% staff retention; ensure 100% of Case Managers receive timely performance evaluations and at least 2 professional development opportunities per quarter.

Ensure Quality and Compliance Staff Disaster Case Manager caseloads on a weekly basis to ensure equitable distribution and manageable workloads.

Review assigned cases weekly to verify compliance, progression toward goals, and timely updates of Individual Recovery Plans (IRPs) and Service Plans.

Provide case guidance and technical support to Case Managers to ensure client-centered, high-quality services.

KPI:
Conduct weekly case reviews for 100% of active cases; achieve 95% compliance rate on documentation accuracy and timeliness; ensure 100% of IRPs are updated as scheduled.

Collaborate and Drive Results Meet regularly with Supervisors and Program Managers to evaluate outcomes, address challenges, and recommend improvements.

Generate and deliver reports, dashboards, and case status updates.

Promote a culture of innovation by asking: “How can we improve outcomes?” / “What barriers can we remove?”KPI:
Ensure 100% of required reports are submitted on time; document at least 3 program improvements per quarter resulting from staff or leadership feedback.

Promote Growth and Professional Development Identify training needs and encourage staff to participate in workshops, seminars, and FEMA/state trainings.

Model commitment to ongoing learning.

KPI:
Track 100% completion of mandatory trainings; provide at least 1 additional skill-building workshop per quarter.

Foster Collaboration and Community Trust Maintain open communication with staff, survivors, and community partners.

Build strong relationships to strengthen coordinated services.

KPI:
Achieve 85% or higher positive feedback in quarterly client and partner satisfaction surveys; conduct quarterly partner collaboration meetings.

Exemplify Mission-Driven Leadership Demonstrate servant leadership by prioritizing the child, family, Veteran, or client in every decision.

Embody the mission to “Empower people to build better lives for themselves, their families, and their communities.”KPI:
Document 100% of client grievances resolved within 10 business days; ensure mission alignment is reflected in annual program reviews.

Other Duties Perform additional responsibilities as assigned to ensure program success and organizational growth.

KPI:
Maintain 100% completion of special assignments by agreed timelines.

ESSENTIAL

QUALIFICATIONS:

EDUCATION:

Bachelor's degree in behavioral sciences, human services, or social services fields.

-OR-High School diploma or GED is required with 4 years' experience in lieu of Bachelor’s degree.…