Job Description

Job Summary:   

Implement and lead client-driven services designed to end homelessness.  Foster collaboration with staff and provide leadership and supervision to the hotel Shelter Program.  Maintain 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 Shelter Program Manager 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 Case Management Staff:

  1. Work with Shelter 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 Shelter 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 Shelter Program Manual; ensure policies are revised and implemented in a timely manner upon approval;
  6. Identify training gaps and make training recommendations to Shelter 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. Champion the programs at CASS and seek and suggest ways to improve processes and procedures;
  2. With Shelter Program Manager, 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;
  3. Effectively disseminate updated resource and referral information to Case Managers through various communication channels such as email, bulletin board postings, and meetings;
  4. With Shelter Program Manager, determine eligibility of clients to re-enter the Shelter under extenuating circumstances;

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

 Other Duties:

  1. Educate and inform other agencies and business partners of the services provided by CASS.
  2. Facilitate meetings, workshops, and training sessions when appropriate.
  3. 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. Skilled at conflict resolution, time management, and organization;
  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 interpersonal conflict resolution.

Work Environment:

This job primarily operates in a hotel homeless shelter environment however, occasional outreach work and outside event areas in various weather conditions are expected. 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. This is an active and fast-paced role.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work vary with time allotted for breaks/lunch. Schedule may include evenings, weekends, and holidays. 

Skills / Requirements



  1. Bachelor’s degree and minimum of one-year relevant human services experience working with the underserved, impoverished and/or the homeless; and or the 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. Possess or have the ability to obtain State of Arizona Level One Fingerprint Clearance Card.


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

Important Notes

EOE - CASS isn't just 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 based upon race, ethnicity, religion, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a veteran, status as an individual with a disability, or any other characteristics. 

CASS offers a comprehensive benefits package including medical, dental, vision, life insurance, short-term and long-term disability insurance, a retirement plan, paid holidays, paid sick time, and a generous PTO plan.