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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Case Support Manager - **Company:** Society Of St Vincent De Paul - **Location:** Covington, KY, United States - **Salary:** $45,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Office, Salesforce.Com - **Published:** May 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=619280decfaf40db ## About the Role 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 ## Description 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 ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [A guide for effective talent acquisition and sustainable integration of international employees](https://www.wearedevelopers.com/videos/1081-a-guide-for-effective-talent-acquisition-and-sustainable-integration-of-international-employees) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Swiss Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/323-swiss-business-culture-and-etiquette) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [Best Companies to Work For in Paris: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/190-best-companies-to-work-for-in-paris-top-25-companies-in-2023)