Lead Intake Case Manager

Job Title: Lead Intake Case Manager

FLSA Status: Full Time - exempt
Reports to: Program Manager

Schedule: varies
Supervises: Intake Case Managers

Rate of Pay: $58,240 - $61,776 annually

Closing Date: 08/29/2025

Benefits: Standard; Full-Time, Exempt employees are eligible for but not limited to the following:

• Health, vision, dental, life as well as voluntary life and disability insurance
• Sick leave benefit - 1 day per month, 12 sick days per year (accrual and availability begins at hire)
• Vacation benefit - 20 vacation days per year, accrued at the rate of .0769 hours for each hour worked (accrual begins at hire but may not be used until the completion of six months of employment)
• One floating day off for use (accrued immediately, and again annually, but may not be used until the completion of the initial three-month introductory period of employment)
• Pension Plan (after one year of continuous service)
• Voluntary Tax-Deferred Annuity Plan (403(b)plan)

Function

Lead Intake Case Manager oversees a team which provides on-site case management directly to households being sheltered in our shelters. The goal of the intake case management team is to assist households in removing barriers to housing through initial and ongoing assessments, direct financial assistance, and referral pathways to wraparound support services.

Each location is a 24/7 site that works with households through a trauma-informed lens and with a Housing First approach. We are seeking a candidate who can work independently with limited supervision. Some weekends, holidays, or evening work hours may be required.

Duties and Responsibilities

The Lead Intake Case Manager core activities will include:

• Provide direct leadership and management to the Intake Case Managers within the program.
• Assist program leadership with any HR-related issues including hiring, performance management, staff discipline, and conflict resolution in a timely manner.
• Lead the team by coordinating work assignments, workflows, and ensuring regular team meetings.
• Ensure coordination and integration of services with program operational team.
• Provide team accountability for assigned Intake Case Managers.

Oversight of Case Management

• Ensure Intake Case Managers are assigned an appropriate number of clients to their caseload.
• Ensure that all outreach attempts to clients are being made in a timely manner by the Intake Case Manager.
• Direct the team of Intake Case Managers to conduct thorough assessments to understand the individual needs, housing situation, and barriers to stable housing. Specific assessments may include but are not limited to: Herth Hope Index, Self Sufficiency Matrix, and Coordinated Entry Assessment. Ensure that these assessments are done in a timely manner.
• Provide oversight of Intake Case Managers developing individualized case plans, track progress and provide ongoing support and stabilization to clients and assist in complex cases and address any concerns.
• Ensure that client confidentiality and HIPAA protocols are being followed and maintained.

Professional-Level Services

• Work with partners to coordinate services and ensure all case management activities are performed in compliance with contract(s).
• Ensure the Intake Case Management team coordinates the intake and enrollment of guests in compliance with the contract.
• Support the development, maintaining, monitoring, evaluation, and enforcement of policies and procedures within the Intake Case Management team.
• Ensure compliance standards are met by the Intake Case Management team.
• Mediate and resolve client grievances to ensure appropriate outcomes and consistency.
• Coordinate with leadership or partners to ensure that every client has been outreached by the Intake Case Management team.
• Track the status of every guest that is working with the Intake Case Management team and coordinate with leadership, partners, and staff to coordinate referrals and next steps.
• Ensure a high level of data quality in HMIS, WellSky, Coordinated Entry, holding Case Managers accountable for quality and accurate data entry.
• Attend, participate, and/or help facilitate case conferencing, team meetings, and assigned meetings.
• Maintain ethical boundaries with clients, colleagues, and partners in alignment with The Salvation Army's code of ethics and policies.
• Adhere to organizational and program policies and procedures, including processing client assistance.
• Must have a valid Motor Vehicle License and pass Driver Safety Training.
• Ensure compliance with all funding contract requirements.
• Complete all required training in adherence to the training schedule and in compliance with contract, organizational, and program needs.
• Attend all meetings assigned.
• Other duties as assigned.

This description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbent may be requested to perform job-related responsibilities as well as other tasks not stated in this position description.

Education, Experience, Skills, Qualifications

Education

• Bachelor's degree in social work, human services field, or related field, required.
• Master's degree preferred.
• Equivalent experience evaluated and accepted in lieu of a degree requirement on a case-by-case basis.

Skills

• Strong communication skills: ability to effectively communicate verbally and in writing with clients, landlords, colleagues, service providers, and other stakeholders.
• Problem-solving skills: ability to assess complex and changing situations, identify barriers and develop creative solutions to client challenges.
• Case management skills: experience with case management practices, including intake, assessment, goal setting, and documentation.
• Computer proficiency: familiarity with database systems for client data management and collaboration.
• Self-Direction: ability to work independently within clear parameters within a team environment.

Qualifications

• Two years of experience working with unhoused or at-risk populations, preferably in case management, required.
• Previous supervisory experience, 1 year required.
• Comfortable working in a crisis-oriented environment and responding appropriately to a person in crisis.
• Ability to respond with humility to diversity and the needs of our unhoused neighbors.
• Ability to work effectively, cooperatively, and respectfully with staff, volunteers, clients, partners, and community members regardless of race, ethnicity, national origin, partner status, faith, age, socio-economic status, gender identification, and physical or mental ability.
• Act with honesty and integrity; exercise appropriate discretion and maintain confidentiality of information.
• Be supportive of The Salvation Army's mission. Ability to reflect and model the high standards of our organization as one of the world's most distinguished human services charitable organizations.
• Driving
  
  
  
  • This position requires driving:
    
    
    
    • A minimum age of 21 (for insurance provision) and possession of a valid in-state driver's license is required.
    • An MVR will be processed every year in accordance with The Salvation Army's policies.
    
    
    
    
  • Background Check
    
    
    
    • Continued employment will be contingent upon a biennial (every two years) background check that is processed in accordance with The Salvation Army's policies.
    
    
    
    
  
  
  
  

Additional Knowledge, Skills, and Abilities Required:

• Excellent communication skills both written and verbal, ability to manage databases, administer complex systems, and follow program policies. Ability to discern appropriate approaches and solutions in highly complex cases.

Physical Requirements

• Ability to maneuver.
• Ability to remain in a stationary position.
• Ability to grasp, push, pull, and reach overhead.
• Ability to operate telephone.
• Ability to lift 25 pounds.
• Ability to access and produce information from the computer.
• Ability to understand written information.
• Qualified individuals must be able to perform the essential duties of the position with or without accommodation.

A request to modify or adjust these requirements may be made to your supervisor and HR. The Salvation Army would attempt to satisfy requests if the accommodation needed is reasonable and presents no undue hardship.