Program Manager

Job Description

Job Description

POSITION SUMMARY

The Case Management Program Manager leads a team of case managers who work with clients experiencing homelessness, ensuring services are delivered in a trauma-responsive manner and connecting clients to resources that empower them toward permanent stability. Depending on the individualized needs of each client, some may have a behavioral health clinician leading their care team, while others may only receive housing placement services. The Case Management Program Manager provides guidance on available resources, including employment, healthcare, disability, and housing.

ABOUT US

CSS is a Catholic human and social services agency and behavioral health care provider that welcomes people of all faiths through its programs and employment. We provide help for our Alaskan neighbors through a variety of supportive service programs, including emergency shelter, food stability, housing, case management, and refugee assistance. CSS empowers individuals and families on their path to permanent stability, creating thriving communities for all. Located in Anchorage, Alaska, CSS is a nationally accredited organization through the Council on Accreditation (COA), which recognizes that CSS provides high quality services that meet best practice standards in the social service field.

Mission : We compassionately serve those in need, strengthen individuals and families, and advocate for the common good .

Vision : All Individuals and Families are Flourishing.

Impact Statement : Catholic Social Services empowers individuals and families on their path to permanent stability, creating thriving communities for all.

Guiding Principles : - Catholic Social Teachings - Reverence for humanity - Striving for excellence - Empowering personal fulfillment - Strengthening through collaboration

REQUIRED COMPETENCIES

Accountability : Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his / her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to adjust to improve their effectiveness; courage to have difficult conversations.

Adapting to Change : Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.

Confidentiality : Maintains the highest level of confidentiality regarding CSS’s records and information. Appropriately uses internal confidential information for business purposes only.

Communicating Effectively : Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.

Cultural Competence : Demonstrates cultural competence and sensitivity with diverse groups across lines of race, ethnicity, religion, gender, socio-economic group, sexual orientation, and other identifiers.

Decision Making / Judgment : Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.

Delivering High Quality Work : Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate.

Results Orientation : Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.

Teamwork : Interacts with people effectively. Encourages and respects the input of all team members. Communicates openly and honestly. Cooperates within the team and across the agency.

Stress Tolerance : Displays emotional resilience. Deals with difficult and adverse events while maintaining professionalism and caring. Responds appropriately in the face of tension, emotion, and resistance. Seeks support from others when necessary and uses appropriate coping techniques.

Empathy : Provides empathy towards clients who are receiving services. Focuses on individualizing care based on people’s needs. Provides nonjudgmental services.

Knowledge :

• Knowledge of Intensive Case Management Models.
• Knowledge of the Principles of Case Management.
• Knowledge of Motivational Interviewing.
• Knowledge about common behavioral health symptoms and ways to support clients experiencing behavioral health symptoms.
• Knowledge of Trauma Informed Care.
• Knowledge of federal, state, and local regulations pertaining to housing and homelessness.
• Knowledge of Housing First Model and Harm Reduction.
• Knowledge of low barrier service delivery principles.
• Knowledge of local resources including public benefits.
• Fully proficient in Microsoft Office Suite.

RESPONSIBILITIES

Provide leadership, support, and supervision to the Case Management team, ensuring they deliver high-quality, trauma-informed, and client-centered care.

Collaborate with mental health clinicians to guide the implementation of individualized care plans, ensuring alignment with best practices and agency standards.

Oversee the scheduling, intake coordination, and case management workflow, ensuring efficient and effective service delivery.

Responsible for maintaining participant records under HIPAA and record compliance guidelines.

Responsible for completing clinical documentation in compliance with state and federal regulations, the 1115 waiver and agency policy.

Conduct regular case reviews and supervise documentation to maintain accuracy, compliance, and consistency in record-keeping. Ensure accurate and timely data entry in Apricot and Intacct.

Mentor and train Case Managers on crisis intervention techniques, de-escalation methods, and emergency response protocols to ensure staff and client safety.

Support professional development by organizing training sessions on evidence-based practices such as Motivational Interviewing.

Foster partnerships with community service providers, advocating for clients and enhancing the resource network for housing, healthcare, employment, and other essential services.

Lead program improvement initiatives, gathering data on service outcomes and providing feedback to inform strategic decisions.

Facilitate interdisciplinary team meetings to discuss complex cases, promote collaborative problem-solving, and ensure comprehensive client support.

Manage the onboarding and training process for new Case Managers, providing guidance, support, and ongoing supervision to ensure a smooth integration into the team.

Manage productivity standards of staff, ensuring that staff are meeting or exceeding expectations for client services. Monitor caseload distribution and address any workload imbalances, adapting strategies as needed to optimize service delivery.

Represent the case management team in agency-wide meetings; contribute to organizational planning and policy development.

Support program evaluation efforts and champion changes that improve client services and agency operations.

Stay up-to-date on housing regulations, behavioral health trends, and community resources, disseminating critical information to the team and adjusting practices as necessary.

Ensure continuity of service during staff vacancies by carrying a small caseload as necessary.

Performs other duties as assigned.

QUALIFICATIONS

Minimum Education Qualification : Bachelor’s degree in a health or human services field. Four (4) years of experience may be substituted for required experience.

Minimum Experience Qualification : Two (2) years of experience working with vulnerable adults. One (1) year of supervisory experience required.

A relevant combination of education and experience may be considered.

WORK ENVIRONMENT

Work environment : The work environment is located within a shelter that serves people experiencing homelessness and is generally performed within a shared indoor office space. Case Managers can also expect to do outreach and case management in shelters and agencies throughout the community, in housing obtained for clients or public settings for unhoused clients, such as libraries and dining areas.

Physical demands : Occasional lifting of up to 25 pounds. Frequently sitting or standing at a desk for several hours at a time. Driving is required.

Travel : Travel out of Alaska is rare. Travel within Anchorage is required.