Case Management and Direct Assistance Supervisor at CATHOLIC CHARITIES DIOCESE OF CHARLOTTE – Charlotte, North Carolina

POSITION SUMMARY

The Case Management & Direct Assistance Supervisor oversees a team of Case Managers and Direct Assistance staff, ensuring high-quality service delivery to individuals and families in need. This role provides leadership, guidance, and support to staff, coordinates service provision, manages program compliance, and monitors outcomes. The Supervisor ensures that both case management and direct assistance programs are effectively aligned with the mission and values of Catholic Charities.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Supervision & Leadership

• Supervise Case Managers and Direct Assistance staff, providing coaching, mentorship, and performance feedback.
• Assign and monitor workloads to ensure equitable distribution of cases and responsibilities.
• Conduct regular 1:1s, monthly L10 meetings, quarterly meetings and quarterly conversations.
• Support staff professional development by leading training on emerging trends, evidence based best practices and local updates to enhance staff effectiveness.

2. Program Management

• Oversee case management and direct assistance programs to ensure services meet client needs, agency policies and program goals.
• Oversee case management and direct assistance programs to ensure services meet client needs, agency policies and program goals.
• Track and evaluate CM/DA outcome measures using data to inform continuous improvement and demonstrate program impact.
• Implement quality assurance procedures and monitor program outcomes through regular meetings fostering communication, collaboration and coordinated care across the agency and other departments.
• Ensure staff have accurate participant records and CMIS data entered by due date.
• Ensure accurate and timely documentation in case management systems (e.g., CMIS).
• Prepare regular reports on program activities, outcomes, and trends for leadership.
• Track resource allocation, including financial assistance and community support.

3. Client Support & Advocacy

• Ensure clients receive comprehensive assessments, individualized service plans, and appropriate referrals in timely manner.
• Address, advise on complex cases or escalations as needed.
• Maintain confidentiality and uphold ethical standards in all client interactions to model clinical excellence.

4. Strategic & Operational Leadership

• Advise agency leadership on program performance, financial sustainability, and strategic planning for CM/DA.
• Collaborate with billing staff to address reimbursement, billing and operational challenges.
• Oversee the selection, onboarding and evaluation of CM/DA staff to ensure a high performing team.

5. Community Engagement & Collaboration

• Maintain and develop relationships with community partners, service providers, and diocesan offices to enhance service delivery and access to CM/DA.
• Represent Catholic Charities in role at meetings, events, and collaborative initiatives as needed advocating for participant needs and agency services.

OTHER RESPONSIBILITIES:

• Participate in staff meetings, training, and professional development opportunities.
• Adhere to procedural guides and department manuals for position-specific processes.
• Perform additional duties as assigned to support organizational goals.

QUALIFICATIONS

• Bachelor’s degree in social work, Human Services, or related field; master’s preferred.
• Minimum 3–5 years of experience in case management, social services, or direct assistance programs.
• Supervisory experience is highly preferred.
• Knowledge of social service delivery models, case management processes, and disaster relief operations.
• Strong leadership, organizational, and communication skills.
• Proficiency in case management software and Microsoft Office Suite.
• Commitment to Catholic Charities’ mission, values, and ethics.