Case Manager Supervisor

Summary

The Student Services Manager supports Baltimore residents from historically marginalized communities in building family-sustaining green careers. They will oversee a team of three in the provision of direct student services for accepted applicants, enrolled students, and alumni. They will interview all prospective students and provide direct services to students during their pre-enrollment period before enrolling in Civic Works’ Center for Sustainable Careers (CSC) training program. They will also provide training, supervision, and leadership for CSC case managers, including creating and continuously updating training materials for new and incumbent staff. They will be responsible for providing work coverage for case managers in case of absence. 

CSC serves adults and out-of-school young adults from historically marginalized communities, who often face systemic barriers to employment. This includes residents who have been impacted by the criminal justice system, have experienced homelessness, have insufficient educational attainment, are recovering from addiction, have inadequate financial stability, and lack access to reliable transportation.

Primary Responsibilities

1. Staff Management
   1. Recruit, supervise, lead, retain and continuously develop the skills and abilities of program staff.
   2. Utilize an equity and inclusion lens in managing staff members and the program.
   3. Identify and support career advancement plans, identifying internal and external opportunities for professional development.
   4. Work with the staff members to set and communicate performance standards that are specific and measurable.  Provide regular feedback and coaching.  
   5. Create a strong team environment that fosters cooperation, interdependence, commitment, and the incorporation of lessons learned
   6. Evaluate all aspects of team effectiveness and continuously improve program operations. Analyze data in order to identify areas for improvement.
   7. Make sure all team members are well integrated into Civic Works and the Center for Sustainable Careers department.
2. Oversee Case Management Services
   1. Lead by example, modeling compassionate, innovative, and responsive supportive services.
   2. Modeling and training case managers on clinical skills, self-care, positive emotional regulation, and interpersonal growth.
   3. Overseeing case management service design and delivery for applicants, participants, and alumni.
   4. Oversee referrals to external resources for legal, housing, education, healthcare, counseling, and other services.
   5. Support case managers in helping participants meet their Individual Service Plan (ISP) goals through strategic planning, tracking progress, and providing resources.
   6. Serve as a backup for case managers during absences.
   7. Oversee the completion of case notes and reports aligned with grant requirements.
   8. Establish and implement clinical protocols and policies.
3. Oversee Pre-Enrollment Services
   1. Design, implement, oversee and enhance the pre-enrollment phase of the program.
   2. Guide case managers in working with accepted participants during the pre-enrollment phase to identify long-term case management goals, such as driver's license attainment, that require additional time and effort beyond the program’s enrollment period.
   3. Oversee the development and implementation of pre-enrollment plans that enable participants to begin addressing key goals immediately upon acceptance, ensuring a smoother transition into the program and enhanced readiness for employment.
4. Oversee Alumni Services
   1. Oversee alumni services to ensure high-quality support for graduates during the two-year post-graduation period.
   2. Guide the design and implementation of services that promote job retention, career advancement, and alumni engagement.
   3. Oversee alumni communication strategies, including newsletters, social media, and outreach for career development events.
   4. Support the development of partnerships with external organizations to provide additional support and opportunities for alumni.
   5. Monitor alumni engagement and ensure data collection on employment milestones, such as job retention and wage progression, is accurate and actionable.
   6. Lead efforts to expand and enhance alumni services, including workshops, group support, and individualized coaching.
5. Student Services Development
   1. Lead the development, expansion, and improvement of student services
   2. Support case management coordination and collaboration across the workforce development department
   3. Lead efforts to strengthen participant coaching practices with the support of external professional development providers.
   4. Identify opportunities for participant experiences with inequitable systems to inform policy change efforts led by other organizations.
   5. Creating and continuously updating training materials for new and incumbent case management staff, providing continuous training and development opportunities for case management team

Secondary Responsibilities:

1. Works with the Training Team to ensure participant feedback is included in planning for future outreach and program growth.
2. Conducts periodic reviews and audits of records to ensure an active, accurate program information system based on proper service control/standards, and regulatory agencies.

EDUCATION AND EXPERIENCE:

• At least four (4) years of progressively increasing responsibility in case management.
• Prior staff and program management experience.
• MSW Degree from an accredited University or College and LMSW or LCSW-C license approved by National Association of Social Workers (NASW), or appropriate equivalent experience.
• Experience working in workforce development preferred. 
• Experience building deep relationships, providing coaching services, and/or serving as a mentor.
• Experience working in and creating diverse, equitable, and inclusive environments.

SKILLS AND ABILITIES: 

• Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
• Ability to work independently to meet deadlines.
• Excellent verbal communication skills, interpersonal relations skills, and writing skills
• Strong computer and notetaking skills, including proficiency with database tracking and Google Workspace applications (Docs, Sheets, etc.).
• Exceptional personal responsibility for meeting goals and a track record of success.
• Ability to recognize problems, develop innovative solutions and implement them.
• Ability to adhere to a strict guideline of keeping and maintaining confidential information. 
• Ability to prepare and submit accurate and reliable reports. 
• Ability to establish and maintain effective counseling relationships with program participants. 
• Access to reliable personal transportation for use meeting graduates offsite and transporting graduates to appointments. 
• Able to build deep supporting relationships with program graduates from historically marginalized communities.
• Committed to advancing racial equity across systems in Baltimore.
• Interest in and ability to advocate for clients; ability to “walk alongside” participants through challenges, setbacks, and mistakes.

WORK ENVIRONMENT:

• Work schedule is typically Monday through Friday. Regular local travel for participant  case management appointments and meetings with external partners.
• The position will be in-person a minimum of 4 days per week, and eligible for remote work up to 1 day per week.