Role Description

Direct Interactions is seeking an experienced and people-centered Case Manager Supervisor to lead a team of Case Managers supporting individuals on public benefits including SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. The Case Manager Supervisor is responsible for the performance, development, and day-to-day effectiveness of a regional case management team, ensuring that participants receive high-quality, consistent, and compliant services in alignment with Direct Interactions' service model and Idaho's SNAP E&T program requirements.

• Oversee team caseloads and participant progress, ensuring individuals are engaged, on track, and compliant with program requirements.
• Supervise, coach, and support Case Managers in delivering high-quality services, including career planning, participant engagement, and barrier resolution.
• Guide staff in developing and maintaining effective Individualized Career Plans (ICPs) and connecting participants to appropriate training, employment, and supportive services.
• Serve as the primary escalation point for complex participant situations, providing direction and helping resolve barriers to engagement or compliance.
• Monitor compliance and quality by reviewing case files, verifying documentation standards, and ensuring audit-ready records across the team.
• Use dashboards and reporting tools to track team performance, identify trends, and proactively address gaps in engagement, compliance, or outcomes.
• Lead team coordination through regular meetings, workflow oversight, and clear communication of program policies, priorities, and expectations.
• Ensure accurate and timely reporting of participation, documentation, and service delivery in alignment with program requirements.
• Collaborate with cross-functional teams and partners to ensure seamless, participant-centered service delivery.
• Identify opportunities for process, training, and service improvements, and implement changes to strengthen team performance and participant outcomes.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Social Work, Human Services, Psychology, Workforce Development, or a related field strongly preferred.
• Minimum 2–3 years of experience in case management, workforce development, human services, or a closely related field.
• At least 1 year of supervisory, lead, or team coordination experience, or demonstrated readiness to step into a leadership role.
• Training or certification in case management, motivational interviewing, trauma-informed care, or workforce coaching is beneficial.
• Bilingual or multilingual candidates, particularly Spanish-speaking, are strongly encouraged to apply.
• Must pass a criminal background check paid for by us (Direct Interactions).
• Legally able to work in the United States.

Requirements

• Candidates should reside in Idaho; those from neighboring states are welcome to apply.
• Must maintain composure in a variety of customer and peer interactions, including difficult or high-pressure situations.
• Experience working in a team environment, including cooperation with co-workers and joint problem-solving.
• Familiarity with public benefit programs (SNAP, TANF, Medicaid, etc.) and their compliance requirements, with experience working with individuals navigating these benefits or significant life/employment barriers.
• Demonstrated strong listening and communication skills across SMS, phone, virtual platforms, and in-person interactions, with the ability to engage effectively with diverse populations.
• Ability to manage a caseload, maintain consistent documentation, and follow up in a case management or similar setting.
• Comfort using digital tools, CRM platforms, and data-informed service environments for day-to-day work.
• Experience in customer service, social services, or call center environments.
• Ability to handle sensitive information with professionalism.
• Knowledge of Idaho’s local labor market and community resources is preferred.

Benefits

• Accrued paid time off (PTO).
• Sick time.
• Health and Medical/Dental insurance plans are available after 60 days worked.

Work Environment

This position is primarily remote, with supervisors distributed across Idaho and organized into regional teams aligned to geographic service areas. Regular virtual supervision meetings and occasional in-person engagement with team members, participants, and partners is expected. Supervisors must have reliable internet access, a smartphone, and a suitable home office environment. The role involves extended periods of computer use, video conferencing, phone and SMS communication, and occasional travel within the assigned region.

Pay Rate

• $27.50 per hour.
• This is a W2 (employee) position.
• We are paid biweekly via direct deposit.

Technical Requirements

• Desktop (preferred) or a true laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, Notebooks, Virtual PCs and Android systems are NOT compatible (Intel or AMD CPU).
• Operating system – Windows 11; we no longer support Windows 10.
• Your computer must have at the minimum 8GB of RAM installed and a processor speed of 2.00GHz or higher and cannot be in S mode; anything less will not work with the client's software.
• At least 25 Mbps Download Speed.
• At least 3 Mbps Upload Speed.
• 200ms Latency.
• 50ms Jitter.
• 1% Packet Loss.
• 4+ CPU Cores.
• US based Internet service provider (ISP); NO T-MOBILE HOME INTERNET. NO 5G INTERNET.
• High-speed Internet via a hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet.
• USB wired headset with noise-canceling microphone.
• Must have an operational web cam.
• Must have an operational smart phone.
• A second monitor is not required, but strongly recommended.