Emergency Assistance / Case Manager Lead

Emergency Assistance / Case Manager Lead

The EA Case Manager Lead oversees the Emergency Assistance application process, ensuring compliance with W-2 and Department of Children and Families (DCF) policies. This role provides technical and policy guidance to EA staff, supports high-quality service delivery, and ensures timely assistance to families experiencing crisis.

Responsibilities include:

• Review and approve EA applications to ensure accuracy, completeness, and compliance with W-2 and DCF policies.
• Serve as the technical and policy lead for EA staff, offering guidance on eligibility determinations, documentation standards, and benefit issuance.
• Monitor EA program performance and ensure timely processing of applications.
• Provide training and mentoring to EA case managers to support consistent and effective service delivery.
• Collaborate with W-2 leadership to identify process improvements and address service gaps.
• Maintain accurate records and ensure documentation meets audit and reporting requirements.
• Respond to escalated cases and provide resolution support for complex eligibility issues.
• Ensure confidentiality and compliance with all applicable laws and program regulations.

Required qualifications:

• Associate's degree in human services, Public Administration, or related field.
• Minimum of 3 years of experience in case management or emergency assistance programs.
• Strong understanding of W-2 and DCF EA policies and procedures.
• Experience in staff supervision or program leadership.
• Proficiency in Microsoft Office and case management systems.

Preferred qualifications:

• Bachelor's degree in a related field.
• Experience with CARES and WWP systems.
• Familiarity with crisis intervention strategies and community resources.
• Bilingual (Spanish or Hmong) a plus.