Lead Case Manager

Location: InteCare Administrative Offices / Veteran Service Center (Indianapolis, Indiana)

Reports to: SSVF Program Manager

Supervises: Provides day-to-day guidance and support to assigned Case Managers; no formal direct reports unless otherwise assigned

This is Full-Time, Salaried, Exempt Staff Level Position

Job Summary:

The SSVF Lead Case Manager serves as both an experienced direct-service professional and a day-to-day resource for the SSVF Case Management team. This position supports the SSVF Program Manager in ensuring Veterans and their families receive timely, high-quality services designed to help them obtain and maintain permanent housing. In addition to maintaining an assigned caseload, the Lead Case Manager provides guidance, coaching, case consultation, and workflow support to Case Managers. The Lead Case Manager helps reinforce program expectations, assists with complex cases and barriers, supports staff training and onboarding, and promotes consistent documentation and service delivery across the team. This position works closely with Case Managers, Housing staff, Intake staff, Compliance staff, program leadership, community partners, the VA, and other service providers to support effective coordination of services and successful outcomes for Veterans and their families.

Scope of Role/Principal Responsibilities:

The following responsibilities include, but are not limited to:

Essential Duties:

Team Leadership & Case Management Support

• Serve as a day-to-day resource for Case Managers regarding program processes, participant needs, case planning, and service coordination.
• Provide coaching, guidance, and support to Case Managers while reinforcing expectations established by the SSVF Program Manager.
• Assist Case Managers with complex cases, participant barriers, housing challenges, and difficult service situations.
• Support the Program Manager with reviewing caseload needs, identifying concerns, and ensuring appropriate follow-up.
• Help coordinate team workload and coverage when staff are out of the office, in the field, on leave, or when vacancies occur.
• Promote consistency in how Case Managers deliver services, communicate with participants, and document program activity.
• Serve as a positive example of InteCare expectations, professionalism, teamwork, accountability, and participant-centered service.
• Support team problem-solving while encouraging Case Managers to develop independence and sound professional judgment.
• Assist with team huddles, case conferencing, and other case-management meetings as assigned.

Training & Staff Development

• Assist with onboarding and training new Case Managers.
• Provide job shadowing, coaching, and ongoing support related to SSVF case management expectations.
• Reinforce training related to eligibility, documentation, Housing Stability Plans, recertifications, HMIS, participant contact requirements, TFA requests, exits, and other program processes.
• Support implementation of new procedures, workflows, tools, and program changes.
• Assist staff with understanding and adapting to changes in SSVF requirements.

Quality & Program Support

• Support Case Managers in maintaining timely, accurate, and complete participant records.
• Review case-management practices and documentation as assigned and provide coaching when corrections or improvements are needed.
• Help ensure required participant contacts, home visits, recertifications, documentation, and program deadlines are completed.
• Work collaboratively with Compliance staff to resolve documentation concerns and strengthen case-management practices.
• Monitor assigned workflow or caseload tracking tools and help identify cases requiring additional attention.
• Escalate significant participant, compliance, performance, safety, or service-delivery concerns to the Program Manager.

Direct Case Management

The Lead Case Manager will maintain an assigned caseload and perform the core duties of the SSVF Case Manager position, including:

• Assist Veteran families in locating and maintaining safe, stable permanent housing.
• Complete participant screening and enrollment as needed.
• Develop individualized Housing Stability Plans and sustainability goals with participants.
• Coordinate resources and referrals necessary to support housing stability.
• Maintain regular participant contact and complete required home visits.
• Complete timely HMIS case notes documenting participant contact, goals, referrals, services, and progress.
• Complete intakes, recertifications, exits, and other required program documentation.
• Complete realistic monthly budgets with participants and assist with planning when participants have limited or no income.
• Request Temporary Financial Assistance when appropriate and ensure supporting documentation is complete and submitted timely.
• Coordinate with Housing
  staff regarding housing searches, landlord engagement, inspections, and housing barriers.
• Transport Veterans and their families when necessary to assist with housing, employment, benefits, and other identified needs.
• Maintain participant confidentiality at all times.

These responsibilities build directly from the current Case Manager expectations around housing searches, home visits, budgeting, TFA, HMIS documentation, participant contact, outreach, and caseload tracking.

Outreach & Community Coordination

• Participate in weekly case conferencing meeting with the VA and other community providers.
• Participate in community outreach activities designed to increase awareness of SSVF and connect eligible Veterans to services.
• Develop and maintain positive working relationships with VA partners, landlords, community providers, and other stakeholders.
• Assist Case Managers with navigating community resources and building effective referral relationships.
• Represent InteCare professionally at meetings, outreach events, and community activities as assigned.

Required Education, Training, and Professional Licenses & Credentials:

High school diploma or equivalent required. Bachelors degree in health care, mental health care, health-care administration related field preferred.

Required or Preferred Prior Work Experience:

A minimum of two years case management experience is required. Veterans with professional experience working with individuals and peers and/or professionals with experience working with Veterans preferred.

Expected Requirements, Competencies & Skills:

• Must have Valid Indiana Driver’s License and reliable transportation
• Must have effective interpersonal and oral communication skills
• Must have good written communication skills
• Must be proficient with computers and use of basic software programs such as Microsoft Office
• Must be proficient in use of cell phones and other applicable electronic equipment
• Excellent organization, time and task priority management skills

Working Conditions:

• Expectation of working remotely and in the community.
• Significant Travel is Required
• 60% of time expected to be in the community
• 40% of time expected to be in the office/home

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is required to:

• Sit/stand at a computer during the workday
• Walk/access as required to office equipment and community locations
• Participate in video conferencing, in person meetings and phone conversations including talking, hearing and viewing documents shared during these meetings.
• Occasionally lift and/or move up to 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work at a desk in a shared office space
• Telecommuting is an option for work as approved by supervisor
• The noise level in the work environment is usually moderate