Job Description

ORGANIZATION:

Friends of Switchpoint is a non-profit organization that has been serving individuals, families, and veterans in Utah who are experiencing poverty and homelessness since 2014.

• OUR MISSION: To empower families and individuals in need by addressing the underlying causes of their poverty and providing each client with a personalized, comprehensive plan that supports them on their journey to self-sufficiency and the opportunity to contribute to the community.
• OUR VISION: We believe each individual has worth and value. Change occurs when people are treated with respect and dignity, empowered with skills and resources to better their circumstances.

GUIDING PRINCIPLES:

• Kindness: To demonstrate compassion and respect for all people.
• Leadership: To lead by example, developing, promoting, and sharing innovative ideas and programs to help those experiencing homelessness.
• Transparency: To be open and honest in our relationships.
• Authenticity: To do what we say, we do.
• Positive Influence: To judge our effectiveness by the extent to which individual lives are saved and improved by the positive experience of the people we influence.
• Golden Rule: To treat all people as we ourselves would wish to be treated.

OUR MOTTO: It Takes All of Us to End Homelessness.

PURPOSE: The Case Manager Lead serves as a subject-matter expert and resource for Case Managers, providing day-to-day guidance, training, problem-solving support, and assistance with program procedures and client service needs.

The Lead role is intended to strengthen consistency, communication, and service delivery across the team without assuming formal supervisory responsibilities. The Case Manager Lead does not have direct supervisory authority over staff. Formal employee oversight, performance management, corrective action, scheduling authority, and personnel decisions remain with the Senior Manager/Case Management Supervisor (SMCMC).

Requirements

Job Responsibilities:

Day-to-Day Case Management Support

• Maintain an assigned caseload and provide direct case management services to clients.
• Complete required client assessments, service plans, case notes, referrals, follow-ups, and documentation.
• Assist clients with identifying and accessing housing, benefits, transportation, employment, identification, healthcare, and other community resources.
• Serve as a resource and point of contact for Case Managers who need guidance with client situations, resources, documentation, or program procedures.
• Provide support with complex or challenging cases and help Case Managers identify appropriate resources and next steps.
• Assist with maintaining consistency in case management practices, documentation, and client service expectations.

Caseload Expectations

• Maintain an active caseload appropriate to the program, funding requirements, client acuity, and staffing structure.
• The standard caseload for the Case Manager Lead should generally be reduced from a full Case Manager caseload to allow sufficient time for Lead responsibilities.
• A recommended starting range is approximately 50–75% of the standard Case Manager caseload, with the exact number determined by the SMCMC based on program needs.
• Caseload size may be adjusted based on client acuity, program requirements, staffing levels, training responsibilities, special projects, and other program needs.
• The Lead may temporarily carry a larger caseload when staffing needs require it, with the understanding that Lead duties and workload should be reviewed by the SMCMC.

Training & Subject-Matter Expertise

• Provide informal coaching, training, and peer support related to case management practices, resources, HMIS, documentation, and program expectations.
• Share updates, resources, and best practices with Case Managers.
• Assist with onboarding and training new Case Managers as requested by the SMCMC.
• Identify areas where additional staff training, resources, or clarification may be needed and communicate those needs to the SMCMC.
• Serve as a subject-matter resource for established case management practices and procedures.

Communication & Team Support

• Help facilitate communication between Case Managers and the SMCMC.
• Bring recurring questions, concerns, resource gaps, or program issues to the attention of the SMCMC.
• Assist the team in problem-solving and identifying solutions while maintaining appropriate boundaries around supervisory authority.
• Promote teamwork, collaboration, professionalism, and consistent service delivery.
• Provide day-to-day guidance to Case Managers when questions arise within the Lead's area of expertise.

Program & Resource Support

• Maintain familiarity with community resources, housing programs, benefits, transportation resources, documentation requirements, and other services relevant to clients.
• Assist Case Managers in identifying appropriate referrals and community partnerships.
• Help develop and maintain resource guides, templates, and other tools that support effective case management.
• Provide feedback to leadership regarding resource gaps or barriers affecting clients and staff.
• Assist with identifying trends or recurring barriers that may require program-level solutions.

Other Duties

• Perform other related duties and responsibilities as assigned by the SMCMC or other designated leadership, consistent with the scope and purpose of the position.
• Assist with special projects, program initiatives, coverage needs, training activities, or other operational needs as requested.
• Participate in meetings, trainings, and organizational activities as required.

Relationship with the SMCMC

The SMCMC retains formal supervisory authority and responsibility for the Case Management team. The Case Manager Lead works in partnership with the SMCMC by providing subject-matter expertise, day-to-day support, and feedback regarding team needs.

The Lead may provide guidance and direction related to established procedures, resources, and case management practices; however, formal employee oversight and personnel decisions remain with the SMCMC.

The SMCMC will establish and periodically review the Lead's caseload based on the balance between direct client responsibilities and Lead responsibilities.

Qualifications

• Experience in case management, housing, homelessness services, or a related human-services field.
• Strong knowledge of community resources and available client services.
• Strong communication, organization, and problem-solving skills.
• Ability to provide peer support and training in a professional and collaborative manner.
• Ability to handle confidential and sensitive client information appropriately.
• Experience with HMIS or other case management/documentation systems preferred.
• Demonstrated ability to work independently while maintaining appropriate communication with leadership.

Core Competencies

• Case Management Expertise
• Resource Navigation
• Training & Peer Support
• Problem Solving
• Communication
• Documentation & Compliance
• Collaboration
• Professional Boundaries
• Client Advocacy
• Leadership Without Formal Supervisory Authority

Overall Purpose of the Role

The Case Manager Lead provides leadership through knowledge, support, and expertise rather than formal supervision. The position is designed to give Case Managers an accessible resource for day-to-day questions, training, and problem-solving while maintaining a clear organizational structure in which the SMCMC retains formal supervisory authority and responsibility for personnel matters.

The Lead remains an active Case Manager with a defined caseload while providing additional support to the Case Management team.

Full-Time Employee Benefits:

(Eligible 1st of Month after 60-days)

• Medical
• Dental
• Vision
• Life & Disability
• 401k
• EAP (Employee Assistance Program)

Compensation:

Starting wage: $21-24/hour DOE

Full-Time Position

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We value a diverse workforce.

"Employment may be contingent upon the successful completion of a background check in accordance with applicable laws and regulations and dependent on the position you are applying at Switchpoint."