Lead Case Manager

Job Title: Lead Case Manager

Location: Frederick, MD

Organization: Heartly House 
Position Type: Full-Time, Exempt, Non-Essential, 35 hours/week
Schedule: Monday-Friday 9:00am-4:30pm, occasional evenings/weekends when needed
Reports To: Community Based Services Director
Benefits: Eligible

Pay Range: $54,900-56,900 annually

About Heartly House

Heartly House has served the Frederick County community for over 40 years, providing comprehensive services to survivors of intimate partner violence, sexual violence, child abuse, and human trafficking. Our programs are rooted in trauma-informed, client-centered care with a mission to end abuse and empower survivors through prevention, intervention, and advocacy.

Position Summary

The Lead Case Manager provides guidance and support to the Community-Based Services team, assisting with case supervision and facilitating team meetings and case consultations. This role helps manage referrals, ensures adherence to organizational protocols and documentation standards, and delivers direct client services, including crisis intervention, advocacy, safety planning, and connection to community resources. The Lead Case Manager also fosters strong relationships with partner organizations and supports staff in providing high-quality services to clients affected by intimate partner violence, sexual violence, human trafficking, and child abuse.

Key Responsibilities

• Provide case supervision to Community Base Services Case Managers.
• Participate in, and lead when needed, regular team meetings and case consultations with the team.
• Work closely with the Human Trafficking Navigator Manager to manage referrals from external and internal organizations and supervise case managers cohesively.
• Meet with the Community Based Services Director regularly for supervision.
• Follow protocols and forms for tracking client services, referrals, court processes, needs, etc.
• Provide community-based direct client services including, but not limited to, crisis intervention, intake, information and referral, education, supportive listening, de-escalation and safety planning.
• Connect clients with appropriate community resources such as housing, legal aid, mental health services, medical care, and other social services.
• Advocate for clients, or support staff in doing so, with our community partners when services are needed.
• Coordinate with internal teams to ensure access to services.
• Provide education about intimate partner violence, sexual violence, human trafficking, and child abuse to communities as appropriate.
• Serve as a mandated reporter for child abuse, suicide, and homicide
• Complete Lethality Assessment Program (LAP) training in order to provide screenings and follow-up.
• Become a certified Application Assistant for Maryland's Safe at Home Address Confidentiality Program.
• Develop successful relationships with community-based organizations and identify resources and potential partnerships to benefit clients.
• Maintain updated reference information for agencies, partners, and educations resources on intimate partner violence, sexual violence, human trafficking, and child abuse.
• Maintain accurate, confidential, and up-to-date documentation of client interactions and case progress in accordance with organizational policies and grant requirements.
• Participates in internal and external meetings and committees, as directed by the Community Based Director.
• Complete various reports for grant and contract funding sources.
• Other duties as assigned by the Community Based Services Director.

Required Qualifications

• High School Diploma or equivalent.
• Dedicated to supporting survivors of IPV, sexual violence, child abuse, or human trafficking.
• Relevant professional experience or education in a related field.
• Strength in challenging interactions.
• Ability to handle crises calmly, ethically, and effectively.
• Excellent organizational, interpersonal, and problem-solving skills.
• Advanced in Microsoft Office, SharePoint and Data reporting software
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Knowledge of local resources, housing systems, and victim services.
• Experience in human services, advocacy work
• Minimum 2 years of experience in managing operations.
• Minimum 2 years of staff supervision experience in a human services setting.
• Knowledge of trauma-informed care.
• Reliable transportation and valid driver's license for travel between office/shelter locations.
• Strong computer and technical proficiency across multiple systems, including Microsoft Office.

Preferred Qualifications

• Familiarity with SharePoint in Microsoft Suite.
• Knowledge of trauma-informed care principles.
• Ability to communicate in more than one language.
• Experience with case management services.

Training & Requirements

• Successful completion of all required Heartly House Learning Management System (LMS) courses upon hire.
• Ongoing participation in continuing education and professional development.
• Compliance with all internal policies, procedures, and certification requirements as outlined by Heartly House and relevant authorities.

Benefits

Heartly House offers a supportive work environment with opportunities for growth and professional development. Benefits may include:

• Paid time off (PTO) and 12 observed holidays
• Health, dental, vision, and life insurance
• 401K Retirement plan
• Ongoing training and certification support
• Meaningful, mission-driven work that makes a difference in the community

Job Type: Full-time

Pay: $54, $56,900.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings