Job Description

The Assistant Director of Case Management oversees day-to-day operations of case management services in the Fedcap PACE Program across NYC. As the primary liaison to the Department, this role ensures program alignment with HRA policies, manages staff performance, drives client engagement, and ensures program compliance and quality improvement. This leader will manage a team of supervisors and direct staff while fostering innovation and accountability. The ideal candidate is results-oriented, collaborative, and committed to empowering vulnerable and at-risk populations through high-quality service delivery.

What You’ll Do

• Oversee NYC-wide case management service delivery for enrolled PACE clients.
• Act as liaison with the Department, ensuring compliance, communication, and reporting accuracy.
• Lead and supervise a team of 20–30 staff, including supervisors and direct reports.
• Ensure strong client engagement, retention, and barrier resolution through effective planning and execution.
• Track program metrics, manage budgets, and contribute to innovation and operational success.

Your Responsibilities Will Include

Program Operations & Compliance

• Ensure delivery of services to 90% of enrolled clients in alignment with HRA protocols.
• Maintain a 90% on-time submission rate for reports, compliance audits, and data requests.
• Monitor workflows to ensure 90% model consistency across all case management operations.
• Design and implement strategies to meet or exceed Department benchmarks for retention, engagement, and client outcomes.

Partnership & Community Engagement

• Serve as the primary contact with the Department and maintain strong communication.
• Build and maintain 5–10 active external partnerships per year (e.g., housing, transportation, education).
• Facilitate and track referrals with partners and the Department with a 95% follow-up rate within 5 business days.
• Manage subcontractors and partners, conducting quarterly performance reviews to ensure 90% contract compliance.

Staff Leadership & Development

• Supervise Case Management Supervisors, the Operations Supervisor, and direct case staff (20–30 team members).
• Lead 100% of hiring, onboarding, and training activities within required timelines.
• Provide monthly coaching sessions and quarterly performance evaluations.
• Conduct 2–3 annual professional development trainings tailored to staff needs.
• Maintain an annual staff retention rate of 85% or higher.
• Foster a high-performance culture with regular recognition and accountability.

Client Engagement & Performance

• Ensure Comprehensive Service Plans (CSPs) are completed for 85% of clients within 30 days.
• Track and monitor service plans to ensure referrals and accommodations are addressed within 10 business days.
• Oversee implementation of re-engagement strategies, reducing client disengagement by at least 10% annually.
• Participate in quarterly case reviews to confirm that 85%+ of clients remain actively engaged in services.

Reporting, Budget, & Data Management

• Monitor staffing and budget allocations to ensure 90% adherence to approved funding levels.
• Track and report on client outcomes such as case completions, employment, training, and barrier resolution, achieving an 80–90% benchmark success.
• Submit weekly program performance reports and monthly trend analyses to senior leadership.
• Implement at least 2 innovative strategies annually to improve case management and client participation.

You’re a Great Fit for This Role If You Have

Education & Experience

• Bachelor’s degree in Social Work, Human Services, or a related field; or equivalent combination of education and experience.
• Minimum of 5 years in workforce development, social services, or a related field with business or program management experience.
• Experience managing teams of 20–30 staff across multiple functions.
• Demonstrated success in managing subcontractors, partnerships, and large-scale service delivery operations.
• Preferred: Bilingual – Spanish.

Knowledge, Skills & Abilities

• Proficiency with case management systems and databases, with 95%+ accuracy in data entry.
• Excellent organizational and analytical skills with the ability to manage multiple priorities.
• Strong leadership, coaching, and performance management skills.
• Experience working with diverse, at-risk populations.
• Ability to maintain confidentiality in 100% of cases and model professional standards.
• Strong verbal, written, and interpersonal communication skills.

Supervisory Responsibility

This position directly supervises Case Management Supervisors, the Operations Supervisor, and additional direct service staff (20–30 team members total).

Compensation:

$78,000 annually

Equal Opportunity Employer

Mission: We are committed to improving the economic and social well-being of the impoverished and disadvantaged.

For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.

The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.

The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.

Website: http://fedcapgroup.org/