Manager: Info Specialist Critical Case Management

Position Title: Manager, IS Critical Case Management

The Christopher & Dana Reeve Foundation is dedicated to curing spinal cord injury by advancing innovative research and improving quality of life for individuals and families impacted by paralysis Its National Paralysis Resource Center (NPRC) provides trusted information, real-time help, peer and family support, community investment, outreach, education, partnerships, and performance-driven services nationwide. It provides the most comprehensive knowledge, tools, and services for individuals impacted by paralysis through a dedicated Information Specialist team.

Today, we seek a full-time Manager, IS Critical Case Management for the National Paralysis Resource Center (NPRC). This individual will own and manage the NPRC's critical case management function and serve as the primary subject-matter expert for complex, high-priority participant situations requiring advanced resource navigation, interdisciplinary coordination, consultant support, escalation, and problem-solving.

Position Snapshot

The Manager leads the internal process for identifying, triaging, documenting, reviewing, following, and closing critical cases and works across Information Specialists, Peer & Family Support, and other NPRC functions to ensure coordinated, participant-centered support. The position establishes and maintains the critical case management framework, including escalation criteria, triage procedures, case-review practices, documentation expectations, follow-up standards, closure requirements, quality assurance, and trend review. Nurse Practitioner and other consultants provide specialized expertise within this structure; responsibility for internal case coordination, operational follow-through, and accountability remains with the Manager.

This position is primarily remote with standard hours of 9:00 a.m.-5:00 p.m. Occasional on-site presence and local, regional, or national travel may be required for meetings, trainings, conferences, expos, and other program needs.

Job Responsibilities

• Own and manage the critical case management function, including identification, triage, assignment, interdisciplinary review, follow-up, escalation, resolution, and closure of complex or high-priority participant cases.
• Determine when specialized consultant review is appropriate and coordinate Nurse Practitioner and other consultant involvement while retaining internal ownership of case management, documentation, follow-up, and closure. Provide functional leadership and case-management guidance to Information Specialists handling complex, urgent, stalled, or recurring participant situations; ensure timely, accurate, evidence-informed responses and appropriate escalation.
• Develop and maintain critical case management protocols, decision tools, documentation standards, escalation guidance, resource tools, and staff-facing procedures. Monitor stalled, recurring, high-risk, or unusually complex cases; identify barriers to resolution and take or recommend corrective operational action.
• Set and monitor critical-case documentation expectations in Salesforce; conduct quality reviews and ensure complete, timely, and consistent records. Analyze critical-case patterns and outcomes to identify recurring barriers, service gaps, emerging participant needs, and opportunities for service improvement.
• Maintain accurate critical-case program data and prepare summaries supporting NPRC performance reporting, participant-outcome review, quality improvement, and federal reporting in coordination with Data & Impact.
• Manage the day-to-day operational use of Nurse Practitioner and other specialized consultants supporting critical cases, including referral workflow, responsiveness, case contribution, documentation, and service effectiveness.
• Represent Information Specialists and the NPRC critical case management function in internal workgroups, partner meetings, educational events, conferences, expos, and community engagement opportunities.
• Coordinate the preparation of critical case management content, resources, presentations, and supporting materials for internal and external meetings, educational activities, conferences, and special initiatives.
• Contribute critical case management information, trends, outcomes, and recommendations to NPRC planning, federal reporting, program evaluation, and continuous quality improvement activities.

Additionally, this individual will perform periodic accountabilities such as:

• Maintain current knowledge of paralysis, disability resources, healthcare navigation, information and referral practices, and emerging participant needs.
• Participate in interdisciplinary critical case review meetings and structured forums focused on complex participant needs and service coordination.
• Review trends in participant needs with Information Specialists and Peer & Family Support staff.
• Develop and deliver presentations, educational sessions, and informational programming related to critical case management, complex resource navigation, and NPRC services. Engage community organizations, service providers, and external stakeholders to strengthen referral and resource-navigation opportunities.
• Participate in ACL reporting, program evaluation, quality-improvement activities, and special projects as assigned.
• Develop new resource materials and referral tools and conduct resource/community partner reviews.

Required Qualifications

• Bachelor's degree and five or more years of progressively responsible experience in complex case management, information and referral, disability or health services, human services, program operations, or a related field or equivalent combination of education and experience
• Demonstrated ability to rapidly assess and manage high-priority, time-sensitive participant situations requiring critical thinking, sound judgment, advanced resource navigation, escalation, and coordinated interdisciplinary intervention.
• Strong knowledge of the needs of people living with paralysis, their families, and caregivers and of disability, healthcare, and community-based resources.
• Experience establishing workflows, documentation standards, quality-assurance practices, staff guidance, and cross-functional case coordination.
• Experience with Salesforce or a comparable CRM/client-management platform, including case documentation, data quality, reporting, and workflow management.
• Ability to speak in front of groups and build productive relationships with internal teams, consultants, service providers, and community partners.

Language Skills

• Excellent English written, verbal, interpersonal, and presentation skills required.

Computer/Technical Skills

• Advanced proficiency in Microsoft Office Suite applications.
• Advanced proficiency in Salesforce or comparable CRM/grants-management software.
• Ability to build and interpret reports, dashboards, data-quality controls, and grant-performance metrics.
• Experience with information and referral systems, resource databases, healthcare-navigation tools, or related service-delivery technology.
• Ability to learn and optimize emerging grants-management, reporting, and data tools.

Preferred Qualifications

• Advanced degree in social work, rehabilitation counseling, psychology, public health, human services, healthcare administration, or a related field preferred.
• Management or functional leadership experience strongly preferred.

Travel

• Approximately 10-15% local, regional, or national travel for conferences, expos, partner meetings, trainings, and community events.
• Travel may include plane, train, or automobile transportation and occasional overnight stays.

Supervisory Responsibility

• No direct reports currently. Provides functional leadership, case direction, workflow accountability, training guidance, and quality oversight for Information Specialists and other staff participating in critical case management.

Physical Demands/Office Environment

This position is primarily a sedentary, remote role, but includes periodic physical activity, occasional travel, and periodic on-site activity at the Foundation's headquarters. The individual must be able to lift up to 10 lbs.

• During travel: The individual may assist with exhibit booths, presenter stages, displays, and other event materials.
• During on-site work at headquarters: The individual may occasionally need to move about the office to liaise with staff, access files, and use office machinery.

The Foundation is an equal opportunity employer.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without a reasonable accommodation. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

The Foundation is committed to providing a work environment free of harassment and discrimination that supports individual dignity and respect.