24 Apr 2025
Title of Position: Case Management Director
Location Position: Houston, Texas (No option for remote)
Reports To: Senior Operating Officer and Vice President of National Council
Application Deadline: May 11, 2025
BACKGROUND AND CONTEXT:
The Council for USA supports all economically marginalized families (including newly arrived families from other countries requiring settlement support) as well as any Jamati member in a crisis or needing support for a social issue through a case management system. The case management system takes a unique, empowering and holistic approach with each family with the goal of addressing any crisis situation in the family (if applicable) as well as identifying a pathway out of poverty quickly for each family, facilitating them getting on the pathway as quickly as possible, and ensuring that supports are leading to long-term success for the family (i.e., out of poverty, and out of the risk of falling back into poverty).
OPPORTUNITY PROFILE:
To provide ongoing support and expertise in providing case management services to the Jamat, through comprehensive psychosocial assessments, case planning and implementation, staff and volunteer supervision, and overall evaluation of Jamati Members’ needs. The overall goal of the position is to ensure consistency of minimum quality and sharing best practices in all domains of case management services offered by the Jamati Institutions through Family Development Plans (FDP) to enhance the quality of life of Jamati Members. This includes enhancing continuity of care through the integration and functions of case management, overseeing utilization of resources, and providing volunteer and staff supervision and support. The position has accountability for the care and coordination of case management services offered to Jamati Members through various teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Oversight and Management of the Case Management System
To have oversight and to ensure optimum functioning and integration of all case management system aspects and volunteer support and training
Triage and assign multi-input cases among SSN staff, poverty, settlement and school relocation teams
Ensure each case follows a structured approach. For families identified as being in poverty, they would have a robust Family Development Plan (FDP). Ensure adherence to internal collaboration policies and make appropriate referrals to sister institutions
Work with the SWB to respond to needs of families in crisis, elderly and who require welfare support.
Provide solution focused interventions to the Quality of Life (Poverty, Newly settled migrant, and school relocation) teams to ensure coordination between Regional Case Review Committees and the National case steering committee.
Ensure the team of staff and volunteer case managers to ensure comprehensive and consistent quality documentation of cases and measurement of key impact evaluation metrics
To be point person for escalation with LCs (including untimely deaths and its reporting)
Supervisory Role
Supervise SSN volunteer and staff case managers (CM) and their activities, documentation and interaction with the community and provide clinical guidance
Co-develop professional goals, agree on key performance indicators and conduct performance reviews for all direct reports. Collaborate with Sr. HR Manager to ensure professional progress for all staff case managers
Mentor case managers and engage in enforcing continuous quality assurance measures and analysis to enhance the quality of service provided to the community.
Review and approve all subsidy requests related to SSN related cases.
With the case management team, systematically address psychosocial problems and conduct psychosocial assessment.
Ensure proper documentation completed by the case managers are maintained on the online system
Identify staff development and training needs and ensure that training is completed.
Ensure all case managers follow the regulatory and compliance requirements for a social worker in the United States and ensure mandatory reporting to government agencies as applicable.
Subject Matter Expertise in Case Management system
This includes subject matter expertise to teams involved in crisis cases, poverty, elderly, neighborhood relocation and acute social issues.
Provide therapeutic support to community members in crisis on a need basis and provide community support during times of grief and loss.
Be the primary consultant for all teams and staff case managers on chronic and high risk cases and provide clinical guidance and consultation on such cases (and facilitate staff clinical case conferences).
Conduct regular debriefs with all case management teams to discuss escalations, complex cases and trends.
Provide clinical mentorship and support to all case management team National Project Managers (NPMs), including providing training and guidance on subsidy approval process and feedback on subsidy requests.
Identify areas of opportunity and provide input to case management teams to facilitate building internal and external relationships and leveraging available resources.
Provide feedback on data and trends noted in the case management system.
Provide trends, feedback to the Health Board on mental health issues along with SWB and collaborate during community crises needs.
Collaborate on crises escalation and referral training for various teams
Institutional Relationship Management and Development
Provide feedback to content development teams to manage training requirements for volunteers to build talent in the institution
Partner with Health board on recruitment of Mental health professionals for all camps including training the trainers, and supporting all escalations during camps in collaboration with Youth and Sports Board and Social Welfare Board.
Manage, support and leverage the subject matter experts within the Governance Committee
Work as a member of the NC Program Management Office including working with the Project Director for Poverty Elimination on areas related to case management services.
Lead training for institutional partners on the case management system, referrals, and escalations
Partner with Case Management Operation Lead to provide input on data, training, finance, and QA needs
Represent case management teams on the Poverty Forum to provide input on current trends and needs.
Partner with various teams on playbacks to include case loads, FDPs, trends, gaps, successes (for COPE, NC, SWB, local councils).
Some Direct Case Management
Open cases as needed in the case management system (CMS) and ensure proper documentation is maintained through the life cycle of the case.
Conduct psychosocial assessments in a timely manner: within 48-72 Hours
Conduct additional assessments as appropriate for cases. This includes, for all families identified as being in poverty, complete a family development plan; Additional assessments may also include financial assessments, mental health assessments etc.
Work with each family’s case management team to support families through all stages of development (Crisis, Stabilization, Development and Self-Sustained Progress) across all domains of need, including physical and mental health, Early Childhood Development and education, livelihoods development and access to finance, safe and stable housing, food security, as well as participation in Jamati and community life, etc.
Optimize internal collaboration and make appropriate referrals to sister institutions
Optimize utilization of external resources and update resource database as external resources are identified
Responsible for overseeing proper case closure
QUALIFICATIONS:
Master’s degree in Social Work, Counseling, Psychology, or a related field (preferred).
Minimum of 5 years of experience in case management, social services, or crisis intervention.
At least 3-5 years of leadership experience in case management, social services, or non-profit settings.
Strong knowledge of case management best practices, psychosocial assessments, crisis response, and trauma-informed care.
Experience in developing, training, and supervising case management teams.
Familiarity with Medicare, Medicaid, HIPAA, and U.S. social service regulations.
Excellent analytical, communication, and problem-solving skills to drive data-informed decision-making.
Ability to work with diverse, multicultural communities in a culturally competent manner.
Proficiency in case management software and reporting tools.
Social work licensure preferred; must have license within 6 months of hire
IDEAL CANDIDATE WILL POSSESS THE FOLLOWING KNOWLEDGE, SKILLS, and ATTITUDE:
Knowledge:
Strong verbal/written English skills.
Proficient in case management systems (CMS) and Microsoft Office.
Ability to recognize crisis situations and assess complex needs.
Awareness of ethical considerations, grassroots issues, and diverse constituencies.
Experience in program/project management and U.S. social service laws.
Skills:
Confidentiality, discretion, and ethical boundaries.
Leadership, team-building, and negotiation skills.
Critical thinking, problem-solving, and crisis management.
Strong interpersonal and mediation skills with diverse communities.
Ability to empower and motivate individuals.
Dispositions and Attitudes:
Empathy, integrity, and humility
Commitment to Seva and
Non-Judgmental, patient, and approachable