Program Manager

Position Summary

NorthStar Care Connections is seeking an experienced, organized, and motivated Targeted Case Management (TCM) Program Manager to provide leadership and operational oversight for our Adult Mental Health Targeted Case Management program.

This is a working Program Manager position that combines program leadership, staff supervision, quality assurance, and direct client services. The Program Manager will supervise and support Targeted Case Managers while also maintaining an assigned client panel and providing direct Targeted Case Management services.

The Program Manager will work closely with the Program Director, Clinical Supervisor, case managers, Ramsey County Social Services, health care providers, and community partners to ensure clients receive timely, coordinated, person-centered, culturally responsive, and recovery-oriented services.

Key Responsibilities

Program Leadership & Staff Supervision

• Provide direct supervision, coaching, and day-to-day support to Targeted Case Managers.
• Serve as a primary resource for staff regarding program operations, documentation, resource navigation, care coordination, and complex cases.
• Coordinate biweekly group supervision and case consultation meetings with case managers and the Clinical Supervisor.
• Track documentation requiring Clinical Supervisor review, signature, or approval.
• Monitor staff caseloads, workload, documentation, and service expectations.
• Conduct performance reviews and provide ongoing feedback and coaching.
• Identify staff training and professional-development needs.
• Participate in recruitment, interviewing, hiring, onboarding, and training of case management staff.
• Promote a collaborative, accountable, professional, and supportive team environment.

Direct Targeted Case Management & Client Panel

The Program Manager will maintain an assigned client panel in addition to management responsibilities.

Direct case management responsibilities include:

• Maintain an assigned TCM caseload appropriate to management and supervisory responsibilities.
• Complete required client contacts and follow-up activities.
• Complete functional assessments and reassessments.
• Develop and update Individual Community Support Plans (ICSPs) with clients.
• Provide ongoing resource navigation and care coordination.
• Assist clients with accessing mental health services, medical care, housing, transportation, financial assistance, health care coverage, public benefits, and other community resources.
• Coordinate services with hospitals, clinics, behavioral health providers, housing providers, county personnel, and other members of the client's support system.
• Support clients transitioning from inpatient, residential, correctional, or other settings back into the community.
• Complete timely and accurate case management documentation.
• Maintain all applicable client-contact and service requirements.
• Model high-quality, person-centered case management and documentation practices for the TCM team.

Quality Assurance & Compliance

• Lead ongoing quality assurance activities for the TCM program.
• Conduct routine audits of client records and staff documentation.
• Monitor the quality, accuracy, completeness, and timeliness of functional assessments, ICSPs, progress notes, and other required documentation.
• Ensure timely and accurate documentation within Procentive.
• Identify documentation or performance concerns and follow up with staff to ensure correction.
• Develop and monitor corrective action or improvement plans when necessary.
• Support program readiness for county reviews and audits.
• Maintain knowledge of applicable county, state, agency, and TCM program requirements.
• Communicate significant compliance or performance concerns to the Program Director.

SSIS, MN–ITS & Benefits Oversight

• Manage applicable client and program functions within the Social Services Information System (SSIS).
• Verify and monitor client health care coverage through MN–ITS.
• Identify interrupted or inactive health care coverage and coordinate appropriate follow-up.
• Assist staff with Medical Assistance, benefit, eligibility, and insurance-related concerns.
• Help prevent interruptions in client services related to health care coverage or eligibility.

Case Consultation & Resource Navigation

• Support case managers with complex client situations and service barriers.
• Maintain strong knowledge of Minnesota community resources and benefit programs.
• Assist staff with identifying behavioral health, medical, housing, financial, transportation, employment, educational, legal, and community resources.
• Support care coordination involving multiple providers and service systems.
• Provide guidance regarding transitions from hospitals, residential programs, correctional settings, and other levels of care.
• Provide appropriate oversight of case-management documentation associated with civil commitment proceedings and court-related coordination.
• Refer clinical matters to the Clinical Supervisor when appropriate.

County & Community Collaboration

• Maintain an effective working relationship with Ramsey County Social Services.
• Participate in county meetings, consultations, and program-related activities.
• Attend relevant county-sponsored trainings, including Third Tuesday Trainings.
• Maintain relationships with hospitals, clinics, behavioral health organizations, housing providers, and other community partners.
• Identify new community resources and referral opportunities and share them with the TCM team.

Program Operations

• Oversee day-to-day TCM program workflow.
• Monitor caseload distribution and program capacity.
• Monitor documentation and client-contact requirements.
• Identify workflow or administrative concerns and implement or recommend solutions.
• Develop and maintain internal trackers, resource lists, referral processes, and other program tools.
• Provide regular program updates to the Program Director.
• Support continuous quality improvement and consistent service delivery across the program.

Required Qualifications

• Bachelor's degree in social work, psychology, human services, behavioral health, nursing, or a related field.
• Experience in Adult Mental Health Targeted Case Management, behavioral health, social services, care coordination, or a related field.
• Knowledge of community resources, public benefits, health care coverage, housing resources, and social-service systems.
• Strong understanding of documentation, confidentiality, professional ethics, and quality assurance.
• Strong leadership, communication, organizational, problem-solving, and time-management skills.
• Ability to effectively balance program management, staff supervision, and direct client services.
• Ability to work effectively with clients, staff, clinical professionals, county representatives, and community organizations.
• Must meet applicable agency, county, and state requirements for the position.

Preferred Qualifications

• Previous supervisory, team-lead, or program-management experience.
• Previous Adult Mental Health Targeted Case Management experience in Minnesota.
• Experience working with Ramsey County or another Minnesota county human-services system.
• Experience with Procentive, SSIS, and MN–ITS.
• Experience conducting quality assurance or documentation audits.
• Knowledge of Minnesota Medical Assistance, Social Security, disability benefits, housing programs, and other public assistance programs.
• Experience working with individuals living with serious mental illness and culturally and linguistically diverse communities.

Ideal Candidate

We are looking for someone who is both a strong leader and an experienced case manager.

The ideal candidate is organized, dependable, resourceful, and comfortable balancing staff supervision with direct client services. This individual should be able to identify problems, develop practical solutions, hold staff accountable to program expectations, and provide supportive leadership.

The Program Manager should also be comfortable navigating complex social-service systems and helping both clients and case managers identify resources and overcome barriers to services.

Equal Employment Opportunity

NorthStar Care Connections is committed to providing an inclusive and respectful workplace. We value diversity and encourage qualified applicants from all backgrounds to apply.

To Apply:
Please submit your resume through Indeed for consideration.

Pay: $32.50 per hour

Benefits:

• Flexible schedule

Work Location: In person