Case Support Manager

Case Support Manager Covington, KY 41017 $45,000

• $50,000 a year
• Full-time $45,000
• $50,000 a year
• Full-time The Case Support Manager supports the consistency and effectiveness of call center intake and provides guidance to Vincentian volunteers when assistance is requested on complex or non-routine cases.

This position is responsible for call center volunteer training, intake quality, and communication, and supervises the Programs Administrative Coordinator.

JOB DUTIES

Vincentian Case Support

• Respond to Vincentian requests for guidance on complex, sensitive, or non-routine cases
• Advise Vincentians on possible approaches, available resources, and next steps based on the information provided
• Provide referral guidance to Vincentians regarding community partners and their resources. Act as single point of contact for referral partners.
• Ask clarifying questions and provide input to support Vincentian understanding, clarity, and consistency when guidance is requested Call Center Quality and Volunteer Training
• Train call center volunteers on call handling, information gathering, documentation, and escalation procedures
• Provide ongoing guidance and correct deviations from established intake practices to support consistent call handling
• Support volunteers in real time when questions, escalations, or complex situations arise
• Reinforce consistent call center practices so callers receive accurate information and a consistent intake experience Call Center Volunteer Coordination
• Oversee day-to-day call center volunteer coverage and ensure volunteers are appropriately assigned and supported
• Identify coverage gaps, anticipated increases in demand, and volunteer needs, and communicate those needs to the Volunteer Coordinator
• Maintain and adjust call center schedules in coordination with the Volunteer Coordinator to ensure adequate coverage
• Review and approve volunteer hours related to call center activities
• Address attendance issues, no-shows, and performance concerns and provide day-to-day guidance to call center volunteers to support effective and consistent performance, communicating with the Volunteer Coordinator as needed Call Center Oversight and Coordination
• Supervise the Programs Administrative Coordinator and provide day-to-day direction and support
• Oversee call flow, case assignment processes, and related call center operations, addressing workflow or process issues as they arise
• Provide backup support for case assignment and call center administrative tasks when needed Communication and Operational Support
• Develop and share regular updates with volunteers and staff, including call center reminders, updates, and trends
• Translate program information and materials into clear, practical guidance for call center volunteers, including what information to provide and how to respond to common questions
• Proactively communicate program updates, seasonal changes, and reminders so volunteers are prepared and confident in responding to callers
• Coordinate with Programs staff to understand upcoming programs, changes, or initiatives and determine what call center volunteers need to know
• Communicate recurring barriers, service gaps, or call center concerns to the Programs Director
• Support the development and maintenance of call center procedures, reference materials, and training tools
• Support seasonal program operations, including data entry and administrative support for initiatives such as coats, toys, Summer Breeze, and similar programs as needed
• Provide backup support for walk-in neighbors, pickups, and other day-to-day Programs team needs as needed
• Perform other duties as assigned

POSITION REQUIREMENTS

• Commitment to the mission and values of the Society of St. Vincent de Paul
• Experience in human services, case management, social services, or a related field preferred
• Supervisory experience preferred
• Strong problem-solving and critical thinking skills
• Strong interpersonal and communication skills
• Ability to train volunteers and address process and performance issues in a respectful and clear manner
• Ability to support Vincentians without assuming control over case decisions
• Knowledge of community resources or ability to develop working knowledge
• Ability to maintain confidentiality and handle sensitive information appropriately
• Proficiency in Microsoft Office and willingness to learn Salesforce and related systems
• Ability to organize, prioritize, and follow through on multiple responsibilities in a fast-paced environment
• Ability to exercise sound judgment and make decisions in a fast-paced, service-oriented environment
• Ability to provide language support or interpretation during calls or home visits when bilingual, as needed
• Bilingual (English/Spanish) preferred

Pay:

$45,000.00

• $50,000.

00 per year

Benefits:

Dental insurance Health insurance Life insurance Loan forgiveness Paid time off Vision insurance

Work Location:

In person