CMA Manager

Main - Colorado Springs, CO 80919

• Salary Range: $71,708.88 - $74,715.09 Salary/year
• Position Type: Full Time

Join a Winning Team at One of Colorado's Best Workplaces!

The Resource Exchange (TRE)
At TRE, we don't just provide services – we transform lives. Our commitment to empowering individuals and creating inclusive communities has earned us recognition as one of Colorado’s top employers for five consecutive years. But don't just take our word for it:
"The standard of work and the culture of providing excellent service is something I’m proud to be a part of." Current TRE Staff Member, November 2024

Why TRE is the Place for You:
• Make an Impact: Advocate for and empower people of all ages and abilities, from infants to seniors, creating lasting change through collaboration with families, communities, and partners.
• Work with Purpose: As part of a dedicated team, you’ll help strengthen families and promote inclusion in communities across El Paso, Pueblo, Teller, and Park counties.
• Enjoy a Positive Work Environment: Join a culture that’s consistently recognized as one of the Best Workplaces in Colorado.
Who We Are:
At The Resource Exchange, we pride ourselves on being a team of over 400 passionate and talented staff who serve more than 12,000 individuals. From those with disabilities and mental health challenges to those in need of long-term care, we provide person-centered support focused on independence, inclusion, and collaboration.
What We Offer:
• Comprehensive Benefits: Health, dental, vision, Lifestyle Spending Account for health and wellness, plus pet insurance for your furry friends
• True Flexibility: Flexible work schedules to fit your life (yes, we really mean it!).
• Generous Time Off: Paid Time Off with your birthday off, paid holidays, and time to celebrate what matters most to you.
• Public Student Loan Forgiveness: We're invested in your future.
• Volunteer Opportunities: Paid time off to give back to the community.
• Growth & Development: Leadership, career advancement, and workgroup opportunities to help you thrive.
Come thrive with us! At TRE, your passion for service will be recognized, and you'll be part of a culture that celebrates making a difference.
Ready to join one of Colorado’s Best Workplaces? Apply today

Qualifications

THE RESOURCE EXCHANGE

Job Description

The Resource Exchange

Position Title: Case Management Agency Manager

Department: Case Management Agency (CMA)

Reports to: Case Management Agency Assistant Director

FLSA: Exempt

Supervisor responsibilities: Yes

Work Environment: Hybrid position with regular in-office expectations, community-based responsibilities, and occasional remote work based on operational needs. Regional rotation and on-call requirements.

Member Engagement: Establishes and ensures consistent, high-quality communication practices across teams, promoting a reliable and consistent member experience across all interactions with employees, members, families, and providers in phone, email, in-person, and virtual settings.

Starting Range: $71,708.88 - $74,715.09

Benefits Offered: Health, dental, vision, employer-paid life, voluntary life, long-term disability, 401K with employer contributions, pet insurance, additional supplemental insurance options, flexible work environment, training and growth opportunities, workgroup participation, public student loan forgiveness eligibility, mileage reimbursement, and more.

General Description:

The Case Management Agency Manager provides strategic leadership and operational oversight to ensure coordinated, compliant case management and a high-quality, consistent member experience. This role leads performance across assigned age bands and/or service areas (e.g., Intake or Active services) and oversees multiple teams and loops, focusing on system performance, capacity, compliance, and continuous improvement aligned with HCPF and TRE requirements. Working within the team-based, age-banded model, the Manager models TRE Roots and fosters a culture of accountability, inclusion, and continuous improvement. Key responsibilities include overseeing team performance, ensuring compliance and quality standards, managing capacity and resources, and leading process improvements to strengthen consistency and member outcomes. This role requires strong leadership, strategic thinking, and the ability to drive system performance in a fast-paced, highly regulated environment.

Essential Duties and Responsibilities

System Performance and Oversight

• Oversee performance across multiple teams, ensuring alignment with organizational goals, quality standards, and compliance expectations.

• Monitor system-level metrics (e.g., PMPM, timeliness, documentation quality) and drive accountability for outcomes across age bands and service areas.

Operational Leadership and Capacity Management

• Manage staffing, workload distribution, and capacity across teams, loops, and service areas.

• Identify and address operational barriers to ensure continuity, efficiency, and consistent service delivery.

Compliance and Audit Readiness

• Ensure compliance with HCPF regulations and TRE policies across all teams and service areas

• Oversee audit readiness, quality reviews, and corrective action planning.

• Promote consistency in documentation and workflows across CCM, the Vault, and related systems.

Trend Monitoring and Risk Mitigation

• Analyze trends, risks, and system-level performance data to identify gaps and improvement opportunities.

• Lead efforts to mitigate risk and strengthen service consistency across teams.

Process Improvement and Scalability

• Lead continuous improvement efforts to enhance workflows, system reliability, and member experience.

• Support implementation of standardized processes that enable organizational growth and scalability.

Leadership Development and Alignment

• Partner with Supervisors to support performance, consistency, and leader development across teams.

• Foster a culture of accountability, collaboration, and inclusion aligned with TRE Roots.

• Align team operations with organizational priorities and strategic direction.

Escalation and System Support

• Provide oversight and guidance for complex or system-level escalations.

• Ensure timely resolution and coordination of high-risk or cross-team issues.

Other Duties and Responsibilities

• Perform all work in alignment with TRE Roots, workflows, and HCPF requirements; ensure consistent application across teams and service areas and adapt to regulatory changes.

• Demonstrate shared accountability for all members by driving system performance across teams in meeting timelines, achieving PMPM and monitoring goals, and promoting proactive communication to prevent service gaps.

• Maintain and promote working knowledge of regulations, governing bodies, and key system partnerships across teams and service areas.

• Represent TRE with professionalism, cultural competence, and integrity in interactions with staff, members, providers, and external partners.

• Ensure workflow continuity by overseeing team and system performance, supporting organized tracking systems, maintaining documentation quality, and addressing risks as needed.

• Lead participation in cross-team collaboration, coverage planning, and system-level initiatives, including meetings, supervision, training, and assigned projects.

• Embrace and promote the use of technology to support efficient, accurate, and timely work, and ensure adoption and consistency across teams.

• Apply critical thinking to support system-level decision-making, guide leaders, and address questions or risks appropriately.

• Ensure documentation meets quality, timeliness, and compliance standards across teams and service areas.

• Perform additional duties as assigned to support TRE’s mission, system performance, and member outcomes.

• Work in office on rotational basis to support staff and member escalations, trainings, meetings, etc, as identified by age-banded and team needs.

Job Qualifications - Knowledge, Skills, and Abilities

• Strong customer service and communication skills, with the ability to establish, reinforce, and ensure consistent expectations across teams.

• Ability to manage priorities, meet deadlines, and maintain accuracy in a fast-paced environment while supporting team performance and accountability.

• Strong organizational skills, attention to detail, and ability to ensure accurate, compliant documentation across team processes.

• Ability to support members across the lifespan while guiding staff in delivering person-centered, inclusive services.

• Proficiency with technology, including Microsoft 365, CCM, the Vault, and similar platforms, and the ability to support staff in effective use of systems.

• Demonstrates emotional intelligence, cultural competence, and the ability to lead, coach, and work collaboratively within a team-based environment.

Education and Experience Requirements

• In alignment with Health Care Policy and Financing requirements, candidates must meet one of the following: A bachelor’s degree; or Five (5) years of relevant experience in the field of Long-Term Services and Supports (LTSS), which includes Developmental Disabilities; or a combination of education and relevant experience appropriate to the requirements of the position and as defined by.

• Proficiency with Microsoft 365 or electronic documentation systems.

Preferred:

• At least two (2) years experience in a supervisory or leadership including coaching, mentoring, and developing staff and/or leaders across teams.

• Demonstrated ability to monitor performance, ensure compliance, and drive accountability across multiple teams.

• At least two (2) years experience managing workload, capacity, and operations across teams or programs.

• Ability to identify, analyze, and address system-level trends, risks, and operational barriers.

• Ability to support complex escalations and guide resolution across teams.

Materials/ Equipment Directly Used and Physical Activities:

Computers/tablets, printers, personal vehicle, cell phone, and electronic documentation platforms. This role may involve moderate physical activity such as walking, standing, or lifting up to 20 pounds. A reliable vehicle, valid Colorado driver’s license (unless part of an active military family), and proof of insurance with minimum preferred liability coverage of $100,000/$300,000/$100,000 are required.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job. The Resource Exchange reserves the right to amend and/or modify this job description at any time. The Resource Exchange also reserves the right to stipulate hours of employment; work schedules may be changed to respond to business requirements.

The Resource Exchange is committed to affording an equal employment opportunity to qualified individuals regardless of their race, color, religion, national origin, sex, sexual orientation, gender expression, gender identity, age, height, weight, disability status, veteran status, military obligations, and marital status. We are also committed to conforming with the content and spirit of applicable Equal Opportunity and Affirmative Action laws and regulations. This policy applies to recruiting, hiring, training, education, promotion, compensation, benefits, termination, and all other privileges, terms, and conditions of employment.