Case Manager

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

About the Position

Direct Interactions is seeking dedicated Case Managers to support individuals receiving public benefits, such as SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. Case Managers are the heart of the Direct Interactions service model, providing structured, relationship driven guidance that helps participants develop career goals, meet program compliance requirements, overcome barriers, and access the services and opportunities they need to succeed. Each Case Manager is responsible for building individualized career plans, conducting regular check-ins, monitoring compliance, coordinating supportive services, and connecting participants to training, education, and employment opportunities throughout Idaho. This role is ideal for someone who brings empathy, structure, and a genuine commitment to helping people move forward, and who is comfortable working in a fast paced, technology-enabled environment with clear accountability for participant outcomes.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

• Candidates should reside in Idaho; those from neighboring states are welcome to apply
• Must maintain composure across a variety of customer and peer interactions
• Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.)
• Experience using digital tools, CRM platforms, or case management software; comfort working in a data-informed, technology-enabled service environment
• Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting
• Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
• Strong communication skills across SMS, virtual platforms, phone, and in-person interactions, with demonstrated ability to engage effectively with diverse populations
• Ability to remain calm under pressure in a fast-paced contact center environment
• Ability to show empathy for those that may be frustrated or anxious
• Experience in customer service, social services, or call center environments
• Ability to handle sensitive information with professionalism
• Experience with or knowledge of SNAP, SNAP E&T, WIOA, TANF work requirements, or similar workforce or benefits compliance programs is a plus
• Experience working with individuals receiving public benefits (SNAP, TANF, Medicaid, unemployment, etc.) or navigating significant employment or life barriers preferred
• Demonstrated ability to manage a caseload and maintain consistent documentation and follow-up, whether in a formal case management role or comparable setting
• Knowledge of Idaho's local labor market, workforce programs, training providers, community colleges, and community resources preferred

Additional Requirements

• 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 1–2 years of experience in case management, workforce development, human services, social work, benefits navigation, or a closely related field
• 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

Job Details (what you will be doing)

In this role, the Case Manager will work directly with individuals receiving public benefits to help them move toward stable employment and long-term self-sufficiency. This is an outbound focused role that requires heavy outbound calling to engage participants, provide coaching, and encourage progress. You will develop personalized career plans, provide ongoing support, and connect participants to training, job opportunities, and supportive services. The Case Manager will also monitor program compliance, maintain accurate documentation, and use digital tools to track progress while ensuring participants stay engaged and on track to meet their goals.

• Serve as a primary point of contact for participants receiving SNAP or TANF benefits, answering questions about work requirements and Employment & Training (E&T) participation
• Clearly explain program rules, including Able-Bodied Adults Without Dependents (ABAWD) criteria and monthly participation expectations
• Guide participants through available E&T services, including career coaching, resume development, GED preparation, job search platforms (e.g., MPloy™), and supportive service vouchers
• Provide information on program exemptions (e.g., disability, pregnancy, caregiving responsibilities) and assist participants in understanding documentation requirements
• Accurately document all interactions in the Direct Interactions case management system, maintaining confidentiality and audit-ready records
• Escalate complex or urgent participant situations to supervisors using sound judgment and professionalism.
• Monitor participant engagement and compliance, proactively re-engaging participants who are at risk of falling behind
• Collaborate with team members and community partners to ensure participants receive the resources and support needed to meet their goals

Work Environment

• Remote and on-site call center setting (location specifics will be discussed if selected to interview)
• This position is primarily remote, with many Case Managers distributed throughout the Idaho and some throughout the US, organized into regional teams aligned to geographic service areas. Monthly in-person engagement with participants and partners is expected. Case Managers must have reliable internet access, a smartphone, and a suitable home office environment. The role involves extended periods of computer use, phone and SMS communication, and occasional travel within the assigned region for in-person participant meetings and partner site visits.

Training

Training provided on state benefit policies, E&T procedures, and call handling systems

• Orientation Date: Monday June 29, 2026 Time: TBD
• Training Date: Training will begin Wednesday, July 1, 2026, and will run for approx. five (5) weeks (will be off on July 3rd). Time: TBD
• Dates and times are tentative and subject to change.

Shifts

• Agents must be available to work up to 40 hours per week

Hours of operation for the client

Monday- Friday 8:00 am to 6:00 pm MST

• This role may include occasional Saturdays and overtime.

Pay Rate

• $25.00 per hour
• This is a W2 (employee) position
• We are paid biweekly via direct deposit

Employee Benefits

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

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 can not be in S mode; Anything less will not work with the clients 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.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Notebooks, Chromebook, and Android systems are NOT compatible with any of our client’s software.

• There are NEVER any fees associated with applying or working for Direct Interactions.