Case Support Manager

St. Vincent de Paul Northern Kentucky is seeking a Case Support Manager to support our call center volunteers, strengthen intake practices, and provide guidance to Vincentian volunteers when complex neighbor situations arise. This role is a meaningful opportunity for someone with strong communication, problem-solving, and human services skills to help ensure neighbors in need are met with dignity, consistency, and care.

Organization Overview

For 100 years, St. Vincent de Paul Northern Kentucky has provided emergency financial assistance and basic necessities to neighbors. More importantly, we share the love of God by offering hope, encouragement, and compassionate support to neighbors experiencing crisis.

Our work is carried out through a strong network of staff, parish-based Vincentian volunteers, community partners, and thrift store operations that help fund our mission. We serve neighbors through emergency assistance, food support, seasonal programs, resource connection, and compassionate person-to-person service.

Position Summary

The Case Support Manager supports the consistency and effectiveness of call center intake and provides guidance to Vincentian volunteers when assistance is requested on complex or non-routine cases. This position is responsible for call center volunteer training, intake quality, and communication, and supervises the Programs Administrative Coordinator.

JOB DUTIES

Vincentian Case Support

• Respond to Vincentian requests for guidance on complex, sensitive, or non-routine cases
• Advise Vincentians on possible approaches, available resources, and next steps based on the information provided
• Provide referral guidance to Vincentians regarding community partners and their resources.  Act as single point of contact for referral partners.
• Ask clarifying questions and provide input to support Vincentian understanding, clarity, and consistency when guidance is requested

Call Center Quality and Volunteer Training

• Train call center volunteers on call handling, information gathering, documentation, and escalation procedures
• Provide ongoing guidance and correct deviations from established intake practices to support consistent call handling
• Support volunteers in real time when questions, escalations, or complex situations arise
• Reinforce consistent call center practices so callers receive accurate information and a consistent intake experience

Call Center Volunteer Coordination

• Oversee day-to-day call center volunteer coverage and ensure volunteers are appropriately assigned and supported
• Identify coverage gaps, anticipated increases in demand, and volunteer needs, and communicate those needs to the Volunteer Coordinator
• Maintain and adjust call center schedules in coordination with the Volunteer Coordinator to ensure adequate coverage
• Review and approve volunteer hours related to call center activities
• Address attendance issues, no-shows, and performance concerns and provide day-to-day guidance to call center volunteers to support effective and consistent performance, communicating with the Volunteer Coordinator as needed

Call Center Oversight and Coordination

• Supervise the Programs Administrative Coordinator and provide day-to-day direction and support
• Oversee call flow, case assignment processes, and related call center operations, addressing workflow or process issues as they arise
• Provide backup support for case assignment and call center administrative tasks when needed

Communication and Operational Support

• Develop and share regular updates with volunteers and staff, including call center reminders, updates, and trends
• Translate program information and materials into clear, practical guidance for call center volunteers, including what information to provide and how to respond to common questions
• Proactively communicate program updates, seasonal changes, and reminders so volunteers are prepared and confident in responding to callers
• Coordinate with Programs staff to understand upcoming programs, changes, or initiatives and determine what call center volunteers need to know
• Communicate recurring barriers, service gaps, or call center concerns to the Programs Director
• Support the development and maintenance of call center procedures, reference materials, and training tools
• Support seasonal program operations, including data entry and administrative support for initiatives such as coats, toys, Summer Breeze, and similar programs as needed
• Provide backup support for walk-in neighbors, pickups, and other day-to-day Programs team needs as needed
• Perform other duties as assigned

POSITION REQUIREMENTS

• Commitment to the mission and values of the Society of St. Vincent de Paul
• Experience in human services, case management, social services, or a related field preferred
• Supervisory experience preferred
• Strong problem-solving and critical thinking skills
• Strong interpersonal and communication skills
• Ability to train volunteers and address process and performance issues in a respectful and clear manner
• Ability to support Vincentians without assuming control over case decisions
• Knowledge of community resources or ability to develop working knowledge
• Ability to maintain confidentiality and handle sensitive information appropriately
• Proficiency in Microsoft Office and willingness to learn Salesforce and related systems
• Ability to organize, prioritize, and follow through on multiple responsibilities in a fast-paced environment
• Ability to exercise sound judgment and make decisions in a fast-paced, service-oriented environment
• Ability to provide language support or interpretation during calls or home visits when bilingual, as needed
• Bilingual (English/Spanish) preferred

Application Instructions

Interested applicants should apply through the St. Vincent de Paul Northern Kentucky website at:

https://www.svdpnky.org/

St. Vincent de Paul NKY is an equal opportunity employer.