Case Support Manager

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., 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

Do you have experience in Working with individuals with language barriers?, · 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

Pulled from the full job description

• Loan forgiveness
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Dental insurance
• Health insurance
• Life insurance
• Loan forgiveness
• Paid time off
• Vision insurance