Lead Resource Case Manager

Job Description

Job Description

Job Title: Lead Resource Case Manager

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

Supervises: Resource Case Manager

Rate of Pay: $58,240.00 salary

Closing Date: 1/15/2026

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)

Position Summary

The Connection Center ensures that households calling into the center are connected to appropriate resources in the community through triage, assessment, and internal or external referrals; some households are provided ongoing case management support until connected with housing. In many cases the Connection Center serves as a front door for families experiencing homelessness. Staff at the Connection Center also provide eviction and homeless prevention assistance and apply additional diversion strategies. The Lead Resource Case Manager is responsible for efficient daily operations of the call center including managing and training staff, volunteers, and workforce development trainees. The position supports the director in producing reports to promote program services and efficacy, work with community organizations, and other duties as assigned, to support the goals of the Salvation Army’s Connection Center. The Connection Center is open M-F from 7:00 am to 9:00 pm, and weekends from 10:00a to 2:00pm. Please note that these hours be extended in cold weather activation.

Duties and Responsibilities

General

· Train staff to use CallPoint, WellSky’s call reporting system

· Create weekly call and spending reports for upper management

· Complete timesheets on behalf of volunteers and resource case manager staff

· Handle escalated calls on behalf of volunteers and staff

· Provide guidance and regularly answer questions about Salvation Army programs and services

· Oversees the Resource Case Management team

· Review and monitor all staff check requests

· Oversee and manage rental clients for the Resource Case Management team.

· Oversee and manage rapid resolution clients for the Connection Center

· Ensure grants are used in accordance with contracts

· Provide appropriate management of HR issues, approving and submitting time sheets and time off requests and individual supervision for assigned staff.

· Support the director and program manager in policy/procedure development and monitor to ensure accurate implementation of program policies and procedures

· Ensure that all information and resources (both internally and externally) are up to date

· Use Microsoft Excel or another designated platform to create or update information

· Oversee the Connection Center Instagram and social media

· Assist supervisor with other special assignments and projects.

· Assist with serving clients, as needed

· Oversee EOC and energy case management

· Oversee Service Extension requests and referrals

· Audit all Resource Case Management team, ensuring accurate enrollment of clients into HMIS and Wellsky

· Check Wellsky database for accuracy

· Performs other duties as required.

Education/Experience

· Bachelor's degree required; master’s degree preferred

· Bachelor’s or master’s degree in social work, or a related field, transcripts required

· Two years’ experience in providing casework services required

· Experience working with individuals from a variety of backgrounds and educational levels required

· Customer service experience preferred

· Working knowledge of integrated database applications preferred

Skills

· Critical thinking

· Sound judgment and decision making

· Works well with a team

· Excellent oral and written communication

· Computer proficiency with Microsoft Word and Excel

· Working knowledge of integrated database applications

· Able to use new software programs with basic training

· Bilingual preferred

Qualities

· Must be highly motivated and a self-starter

· Supportive of The Salvation Army’s mission

· Able to reflect and model the high standards of our organization

Driving

o The employee must be 21 years old at minimum (for insurance provision) and possess a valid in-state driver’s license

o An MVR will be processed every year in accordance with The Salvation Army’s policies

Background Check

o Continued employment will be contingent upon a biennial (every two years) background check that is processed in accordance with The Salvation Army’s policies

Physical

o Ability to maneuver, to remain in a stationary position, to grasp, push, pull, and reach overhead, to lift 25 pounds, to access and produce information from the computer, to operate telephone, to understand written information

o 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.