Case Manager Supervisor

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 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. This role sits at the intersection of people leadership, program compliance, and operational coordination. The ideal candidate brings direct experience in case management and/or workforce services supervision, a strong coaching mindset, and the organizational skills to manage team performance through both qualitative oversight and data-driven accountability. The Case Manager Supervisor reports to the Client Services Manager and serves as the primary escalation point and quality resource for their team of Case Managers.

• 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

Desired Skills

• Leadership and Coaching: Ability to coach, motivate, and develop staff, delivering feedback that is constructive and growth-oriented
• Case Management Expertise: Familiarity with case management, individualized planning, and compliance monitoring in workforce or social services
• Program Compliance Knowledge: Ability to interpret complex program policies and translate them into clear expectations
• Data-Informed Supervision: Comfort with using dashboards and outcome data to guide decision-making and prioritize tasks
• Communication & De-escalation: Strong written and verbal communication skills with a focus on handling difficult conversations constructively
• Organizational Agility: Ability to manage multiple priorities while ensuring participant-level details are not overlooked
• Technology Proficiency: Comfort using CRM systems, digital tools, and data dashboards as core work tools

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 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

Job Details (what you will be doing)

This role leads and supports a team of Case Managers who help individuals receiving public benefits move toward employment and self-sufficiency. The Case Manager Supervisor is responsible for coaching staff, monitoring performance, and ensuring participants receive consistent, high-quality, and compliant services aligned with program requirements. Day to day, they oversee caseloads, guide staff on complex participant situations, ensure accurate documentation and audit readiness, and use data to track outcomes and improve team performance. They also coordinate workflows across teams, handle escalations, and help translate program policies into clear expectations, all while keeping participant success and engagement at the center of the work.

• 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

Work Environment

• Remote and on-site call center setting (location specifics will be discussed if selected to interview)

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

• Case Manager Supervisors 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.

• $27.50 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.