Job Description

Job Summary:    Provide leadership and guidance to the Intensive Case Managers who work with the most vulnerable, high acuity CASS clients experiencing homelessness.  The supervisor also maintains a case load.


Essential Functions:

Foster collaboration with Shelter Services:

  1. Disseminate operations and program information to Case Management staff that pertains to the goals and vision of CASS and its mission to end homelessness;
  2. Meet regularly with Client Care Supervisor and Case Managers to share information, identify issues, and report concerns to ensure that performance and expectations align with CASS’ client-driven strategy and goals to advance CASS’ mission;
  3. Foster a solution-focused environment that is fair and consistent, with the intention to engage and retain clients; maintain a professional culture that promotes teamwork with empathy for clients.


Supervise Intensive Case Managers:

  1. Work with Housing Program Manager to ensure that adequate staffing levels are maintained; schedule employees, approve PTO requests and approve timesheets; coordinate work assignments; mediate interpersonal conflicts; distribute caseloads thoughtfully to best meet client needs;
  2. Oversee high quality service to clients by working alongside Case Managers and carrying a case load, fostering a team-based work environment;
  3. With direction from Housing Program Manager, ensure Funders’ case management requirements and outcomes are met;
  4. Facilitate communication and collaboration with all Shelter Programs, campus partners and outside agencies;
  5. On an on-going basis, review policies and procedures and recommend revisions to Housing Program Manager; ensure policies are revised and implemented in a timely manner upon approval;
  6. Identify training gaps and make training recommendations to Housing Program Manager; provide on-the-job, task-specific training’
  7. Respond to off-duty phone calls requiring direction.


Provide leadership that contributes to client success:

  1. Foster a solution-focused environment that is fair and consistent, with the clear intention to engage and retain clients;
  2. Champion the programs at CASS and seek and suggest ways to improve processes and procedures;
  3. With Client Care Supervisor, mediate and resolve client complaints and grievances; ensure that Case Managers understand policies and procedures and fairly and consistently apply and uphold them in order to provide a safe, orderly and caring environment that complies with HUD, Fair Housing, OSHA, and ADA regulations;
  4. Effectively disseminate updated resource and referral information to Case Managers through various communication channels such as email, bulletin board postings, and meetings;
  5. With Client Care Supervisor, determine eligibility of clients to re-enter the Shelter under extenuating circumstances;
  6. Liaison to Client Care Supervisor to align and implement policies and procedures, goals and outcomes.


Provide guidance and direction to Case Management staff to assure data integrity and accurate reporting:

  1. Review client intake data for accuracy and completion;
  2. Ensure Case Managers’ case notes are up-to-date and accurate; provide coaching and solutions to ensure case notes are consistent and timely;
  3. Hold staff accountable for reading and understanding the content of all intercompany communications and for attending New Hire Orientation, trainings and other meetings;
  4. Provide technical recommendations and process improvements to ensure data integrity;
  5. Provide regular and random quality assurance checks; address any quality assurance issues with staff.


Other Duties:

  1. Serve as active participant on community initiatives and campus meetings and review boards;
  2. Monitor facility regularly, report any health and safety hazards, work closely with the facilities department to review task completion and proper documentation;
  3. Perform other duties as required.
  4. Serve as active participant on community initiatives and campus meetings and review boards;
  5. Monitor facility regularly, report any health and safety hazards, work closely with the facilities department to review task completion and proper documentation;
  6. Perform other duties as required.


Additional Attributes:

  1. Commitment to a solution-focused work environment and the clear intention to retain clients whenever possible;
  2. Written and verbal communication skills; competent in inter-personal conflict resolution.
  3. Professional appearance and demeanor; ability to set and maintain professional boundaries;
  4. Ability to be fair and decisive, ascertaining facts without bias;
  5. Ability to provide focused, clear-headed direction to staff when conflict and emergency situations arise;
  6. Excellent written and verbal communication skills; competent in inter-personal conflict resolution.


Work Environment:   This job primarily operates in both a public and office indoor environment however. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle.


Position Type and Expected Hours of Work:   This is a full-time position. Days and hours of work are with time allotted for breaks/lunch.

Skills / Requirements



  1. Bachelor’s degree and minimum of one-year relevant human services experience working with the underserved, impoverished and/or the homeless; or an equivalent combination of education and experience;
  2. Intermediate to advanced computer skills in Word, Excel and Outlook;
  3. Minimum of one year of experience documenting case notes and data entry;
  4. State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one;
  5. CPR-First Aid certification within 90 days of employment;
  6. Naloxone (Narcan) training within 90 days of employment



  1. Bilingual in English and Spanish;
  2. Supervisory experience including experience cultivating and developing teams.

Important Notes

Help Us Fight Homelessness in Arizona

Central Arizona Shelter Services (CASS) is the largest provider of homeless shelter and support services in Arizona.  Our mission is to prevent and end homelessness among individuals and families while advancing compassionate community solutions, and our vision is a community where everyone has a home.  Join a team that's changing lives. We seek individuals interested in starting a non-profit career, as well as professionals looking to apply their skills and experience where they can truly make a difference. 


CASS offers a comprehensive benefits package including medical, dental, vision, employer-paid life insurance and short-term and long-term disability insurance, tuition and professional certification reimbursement, an array of voluntary benefits, 403(b) retirement plan, paid holidays, paid sick time, and a generous PTO plan.  Several medical, dental, and vision plans are at no cost for employee-only coverage. 


CASS is an equal opportunity employer.  We are actively seeking to build a diverse and inclusive team with a wide range of backgrounds, perspectives, and skills that will support our agency's mission and vision. CASS does not discriminate against qualified applicants on the basis of race, color, religion, creed, sex, age, disability or medical condition (including genetics), national origin, veteran status, gender identify, sexual orientation, or any other categories protected by federal, state, and local anti-discrimination laws.


We provide reasonable accommodation on a case-by-case basis.  A criminal background check is part of our hiring process but is not used to make the final hiring decision.  CASS is a drug-free workplace. 


An Equal Opportunity Employer, including disability/vets