Casework Manager

Organizational Principles

All staff members are expected to embody key organizational values in their duties: commitment to excellence in serving Veterans, Caregivers, donors, and partners; punctuality and responsiveness, whether supervised or independent; upholding respect and collaboration professionally; contributing effectively within team settings; maintaining open communication and coordination internally and externally; and exercising independent discipline and accountability.

Position Overview

The Casework Manager leads The Independence Fund’s Casework Department, ensuring prompt and expert support for Veterans, Caregivers, families, and community collaborators navigating complex care and benefits systems. This role supervises Casework personnel while also managing a portfolio of intricate and escalated cases. It involves guaranteeing quality, thorough documentation, accountability, and strategic collaboration both internally and with external organizations. The incumbent must hold current Veteran Service Officer (VSO) certification and uphold it during employment.

Key Responsibilities

• Direct management of intake, case assignment, tracking, and resolution processes for Veterans and Caregivers.
• Handling high-complexity and sensitive situations personally, including escalated and VIP cases.
• Ensuring prompt follow-up and resolution with excellent customer service standards.
• Enforcing high standards for case documentation accuracy and timeliness in management systems.
• Securing necessary releases, authorizations, and documentation.
• Monitoring and reporting on metrics such as case aging, closures, documentation compliance, and stakeholder satisfaction.
• Acknowledging new referrals swiftly and managing them through to resolution.
• Compiling periodic comprehensive reports on case volumes, outcomes, barriers, and impact.
• Maintaining strict confidentiality consistent with privacy laws and organizational ethics.

Subject-Matter Expertise

• Providing expert guidance on topics including VA disability and appeals, healthcare coordination, caregiver programs, and benefits navigation.
• Addressing issues such as housing instability, legal barriers, adaptive housing and equipment, and mental health interventions.
• Coordinating resources related to social determinants of health and other Veteran-specific challenges.

Leadership and Program Oversight

• Supervising, mentoring, coaching, and evaluating Casework staff and support team members.
• Setting workload priorities and monitoring key performance indicators and service standards.
• Establishing and improving standard operating procedures, workflows, and quality controls.
• Conducting audits to ensure compliance and quality assurance.
• Collaborating across multiple departments and leadership levels.
• Identifying systemic issues and recommending strategic improvements.
• Supporting continuous improvement and after-action reviews.

External Relations and Advocacy

• Maintaining connections with federal, state, and local Veteran-serving entities.
• Representing the organization at various meetings and conferences.
• Coordinating directly with VA leadership and community partners.
• Acting as a liaison and escalation contact for advocacy and agency collaboration.

Competencies

• Proven leadership and management of teams.
• Strong customer service ethic focusing on Veterans.
• Comprehensive knowledge of Veteran systems and benefits.
• Outstanding organizational and operational skills.
• Sound decision-making under pressure.
• Capability to handle complex and sensitive scenarios.
• Excellent written and verbal communication.
• Advanced analytical and problem-solving abilities.
• Effective multitasking with meticulous attention to detail.
• Proficiency in case management software and data reporting.

Reporting and Collaboration

Reports directly to the Director of Casework or designated executive. Manages Casework Coordinators, Intake personnel, and other assigned staff. Collaborates with all organizational departments serving as a crucial operational leader.

Education and Experience

• Bachelor’s degree in Social Work, Human Services, Public Administration, Military Studies, Healthcare Administration, or related area (equivalency considered).
• Valid Veteran Service Officer (VSO) certification with maintenance obligation.
• A minimum of 5 years progressive case management or related experience.
• At least 2 years in direct leadership or supervisory roles.
• Familiarity with VA healthcare, disability compensation, benefits, and appeals.

Preferred qualifications: Master’s degree in a related discipline; advanced training or accreditation in Veteran advocacy; experience developing external partnerships and managing cross-departmental operations.

Compensation

The salary ranges from 65000 to 80000 USD annually.

Working Conditions

• Full-time exempt status.
• Standard business hours with necessary flexibility for urgent Veteran needs.
• Valid driver’s license required.
• Must pass background screening.
• Ability to handle physical tasks including lifting up to 25 pounds.
• Willingness to travel 25–40% as required.
• Available to respond to emergencies beyond regular hours.

Additional Information

This job description is a functional overview and does not cover all duties which may change over time with or without notice.