Lead Case Manager

Position Summary:

The Lead Case Manager will be responsible for supervising and mentoring a team of case managers who provide compassionate support to households navigating life challenges. This position will involve developing team strategies, ensuring high-quality engagement practices, and fostering a culture of empathy and resilience. The Lead Case Manager must have strong leadership skills, a deep understanding of community needs, and a passion for NPP’s mission and core values.

Essential Duties and Responsibilities:

• Supervise and support a team of case managers in delivering compassionate engagement to participants, ensuring adherence to best practices.
• Conduct regular team meetings to provide guidance, share insights, and facilitate professional development.
• Foster a collaborative and positive team environment that prioritizes participant-centered approaches.
• Develop and implement program initiatives aimed at enhancing the effectiveness of compassionate engagement services within the team.
• Monitor and evaluate case management processes and outcomes, utilizing data to drive improvements and ensure program effectiveness.
• Collaborate with other programs and community organizations to enhance resource availability and support for participants.
• Model best practice in compassionate engagement, providing hands-on support to participants when needed.
• Effectively manage and carry as caseload as needed, ensuring timely and thorough case assessments, follow-ups, and documentation. 
• Ensure that case managers are offering a nurturing presence, active listening, and appropriate guidance tailored to the unique needs of each household.
• Provide ongoing coaching and feedback to case managers to promote professional growth and development.
• Stay informed about community resources, support services, and best practices in the field. 
• Other duties as assigned.

General Expectations and Responsibilities:

• Collaborate with community agencies, members, and organizations to become familiar with the services they offer.
• Maintain a professional and respectful disposition at all times.
• Deliver all services with a high level of customer focus and service in accordance with training, NPP policies and procedures, program requirements, and direction from leadership.
• Engage in active listening and use clear communication and verbal skills.
• Document all pertinent data and information regarding work with individuals, agencies, and other community members promptly in accordance with company requirements.
• Participate in organization planning. 
• Attend staff meetings and trainings
• Attend community meetings as directed.
• Update shared calendar to reflect activities, meetings, and general schedule.

Supervisory Responsibilities:

This position requires the following supervisory duties; training, coaching, and shadowing of Housing Navigators, CTI Case Managers, and NPP volunteers.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Car Use:

The position will require operating a company vehicle and/or personal vehicle to transport goods or personnel to various locations as needed. A valid HI driver's license and a clean driving record are required for this role. A reliable personal vehicle is required for this role.

Education and/or Experience:

Preferred: Associate Degree or higher

Required: High School Diploma or equivalent and 2 years serving vulnerable populations.

Computer Skills:

To perform this job successfully, an individual must have knowledge of basic office software especially: MS Word or Google Docs, MS Excel or google sheets, and generally be familiar and comfortable using computers and various programs and apps. 

Skills and Knowledge:

• Excellent computer literacy and knowledge of Microsoft Suite, Google Docs, and Google Sheets.
• Ability to communicate effectively and courteously with families, staff, and community members.
• Knowledge of available community resources.
• Ability to handle multiple tasks and adhere to deadlines.
• Proven organizational and planning skills.
• Ability to work as part of a team and maintain flexibility around task assignments.
• Ability to establish, recognize, and adhere to appropriate professional boundaries.
• Proven in providing direct service to families and/or individuals.

Other Requirements:

• Valid Hawaii driver’s license and no-fault car insurance.
• Clean driving abstract.
• Resident of Puna/East Hawaii Community area preferred. 
• Criminal Record and/or DHS-CWS background check 
• Participate in the upkeep of office and general cleanliness of workspace 

Unconditional Welcoming: 

NPP Staff will strive to approach everyone with unconditional welcoming. We encounter each person as unique, recognizing that they have intrinsic value and are worthy of our respect. We understand that each person is walking their unique journey. We understand that their actions of body, speech, and mind — no matter how distressing — are shaped by their past experiences, causes, and conditions that we may never know. We believe that no one is so broken that they cannot heal, even if we cannot see a path of healing. Therefore, NPP Staff will strive to treat everyone with respect, love, and compassion no matter their race, sex, gender identification, gender expression, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, etc. Our job is simply to accept all as unconditionally as possible.

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 regularly required to use hands to finger, handle, or feel;  reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee is frequently required to stand; walk; sit; climb or balance and taste or smell. There will be frequent requirements to drive and/or walk on unpaved roads. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. This job’s specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Work Environment:  

The work environment characteristics described here represent those 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.  While performing the duties of this Job, the employee is regularly exposed to wet and/or humid conditions and outside weather conditions. The employee is frequently exposed to fumes or airborne particles and extreme heat.  The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually loud. Neighborhood Place of Puna provides support to individuals and families experiencing homelessness and other challenging circumstances. It is not uncommon to see, engage, or be confronted with the following: violence and threats of violence; profane, racists and/or sexist language; bodily fluids; conflict; interactions with First Responders; alcohol and other street drugs; cigarette smoke; death of service participants; nudity of service participants; people involved with sex work; people involved in the drug trade; persons used against their consent, will or knowledge; people in conflict with the law; and/or other situations that may be unsettling. Measures are taken to train staff to deal with these situations appropriately.