Supervisor, Case Manamgement
5 days ago
Los Angeles
Job Description Department: Senior Services Reports to: Associate Director, Housing & Training Status: 100% Full-Time, Exempt Probation: 180 Days Benefits: Medical, Dental, Vision; also including Life Insurance, Long-Term Disability, Employee Assistance Program, and a 403(b) Retirement Plan CENTER'S MISSION: Building a world where LGBT people thrive as healthy, equal, and complete members of society. DEPARTMENT SUMMARY: The Senior Services department of the Los Angeles LGBT Center has the distinct pleasure of serving the people who lived and fought for the hard-earned gains of the LGBTQ+ movement: our elders. Expanding the Center's holistic model of care with a progressive vision for aging and community, our team provides our seniors with everything from affordable housing to healthcare, employment navigation and case management, legal services, and more than 100 programs and activities that offer a forum for some of the Center's most joyous gatherings. The Senior Services Case Management program at the Los Angeles LGBT Center provides voluntary, confidential support to LGBTQ+ older adults navigating housing, healthcare, and public benefits. Case Managers partner with participants to create individualized care plans that address immediate needs or longer-term goals. In 2025, the Center delivered 25,760 case management visits and engaged 2,808 seniors in ongoing support. Drop-in hours at the Senior Center help with CalFresh, Medicaid, Medicare, health insurance enrollment, and connections to medical and mental health services. Bilingual services in English and Spanish are available, along with translation and sign language interpretation upon request. JOB SUMMARY: The Supervisor, Case Management provides focused oversight of case management functions while supporting daily program operations across multiple sites. This role leads the case management team by monitoring service delivery, ensuring documentation accuracy, and maintaining compliance with program standards. Responsibilities include training and supervising staff and volunteers, guiding them in implementing practices that are trauma-informed and client-centered. The position also collaborates with internal teams, contributes to outreach and engagement strategies, and supports ongoing quality improvement efforts under the direction of the manager. ESSENTIAL FUNCTIONS % of Role ESSENTIAL FUNCTIONS 20 Case Management Supervision • Supervise up to five case management staff, ensuring adherence to trauma‑informed, client‑centered best practices, • Review case documentation, including notes and service plans, to ensure accuracy, completeness, and compliance with program and regulatory standards., • Lead structured case review meetings with staff to strengthen intervention planning, address barriers, and improve client engagement outcomes. Monthly Reporting & Documentation • Prepare and submit monthly program reports, including service delivery metrics, client outcomes, staffing updates, and operational needs, • Review and verify staff data entry in the case management system to ensure accuracy before monthly submission deadlines Client Services • Provide site specific support to clients with emergent needs, triage,, • Assist with client engagement using de-escalation and trauma-informed practices, • Provide direct support to clients when required through crisis response, information, and referrals Service Quality Improvement • Ensure care standards are met including prioritization of those with highest and most critical needs, • Monitor staff caseloads and assign new cases, • Identify trends, service gaps, or areas for improvement and make recommendations to management for corrective action or enhancement, • Support implementation of quality improvement plans and ensure staff follow updated protocols or practice adjustments, • Develop and implement case management evaluation survey Collaboration & Communication • Collaborate daily with senior center front office staff and supervisors to ensure daily client service needs are met, • Represent the department in internal meetings and collaborate with cross-functional teams, • Work with Development, Volunteer Resources, and Employment Services and external partners to support engagement activities, • Assist with planning and facilitating outreach, workshops, and special projects Staff Supervision & Support • Provide day-to-day guidance, task supervision, and performance check-ins up to 2 interns, • Support onboarding and training efforts General Support • Remain flexible to meet shifting program needs or respond to emergencies, • Perform additional duties as assigned by the manager or leadership QUALIFICATIONS Any combination of education, training, and work experience that demonstrates possession of the knowledge, skills, and abilities to successfully perform in the position may be qualifying. A typical combination is as follows: REQUIRED • Minimum 2 years’ experience in older adult services or community-based service delivery, or a bachelor’s degree in social work, gerontology, or psychology from an accredited university, • Demonstrated experience providing assessment, crisis intervention, and de-escalation with complex populations, • Working knowledge of Health Insurance Portability and Accountability Act (HIPAA) requirements, and willingness to obtain HIPAA compliance certification within 30 days of hire, • Experience maintaining confidential information, • Completion of ServSafe Food Protection Manager Certification within 30 days of hire, • Demonstrated facilitation, organizational, and interpersonal skills, including ability to collaborate successfully within a team, • Understanding of strengths-based, trauma informed models of service delivery, • Ability to work alternative work hours during evenings and weekends when scheduled, • Access to reliable transportation, a valid CA Driver License, and the ability to be insured, • Ability to work in a high-pressure environment with little or no supervision while prioritizing multiple projects and ensuring that deadlines are met, • Strong human relations, and verbal and written communication skills, • Proficiency with MS Office and other computer systems, • Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment PREFERRED • Experience in a supervisory position, • Experience working with HIV+ community members, substance use, homelessness, and persistent mental illness, • Bilingual skills will be strongly considered (English/Russian, English/Spanish, American Sign Language preferred)