Pay: $45,000.00 - $62,000.00 per year

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Job description:

Help clients access appropriate community resources, such as

Job Title: Hybrid Case Manager (Statewide)- Spanish Speaking Preferred

Location: Washington State (Yakima, King, Snohomish, Pierce, Clark Counties & beyond)

Organization: Mystis Adult and Family Services

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Job Type: Full-time, Hybrid (Combination of Remote & Field Work)

Salary: $45,000.00 - $62,000.00 per year, depending on experience and qualifications

About Us: Mystis Adult and Family Services is a comprehensive social services organization dedicated to empowering individuals and families across Washington State. We specialize in delivering housing support, mental health services, and a range of programs that foster stability, well-being, and independence. Our team prides itself on providing compassionate, trauma-informed care while leveraging internal resources to meet the diverse needs of our clients.

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Position Summary: The Hybrid Case Manager will be responsible for providing case management services to adults and families throughout Washington State, including King, Snohomish, Pierce, and Clark counties, with occasional service needs in other areas. This role combines remote work and fieldwork, allowing for flexibility while ensuring clients receive necessary support through in-person meetings and telehealth services.

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Key Responsibilities:

Client Advocacy & Case Management: Provide comprehensive case management to clients, focusing on housing stability, mental health support, and community resources.
Assessment & Service Planning: Conduct assessments, create individualized service plans, and coordinate care to ensure that client needs are met efficiently and effectively.
Resource Navigation: Help clients access appropriate community resources, such as housing services, employment programs, and healthcare.

Trauma-Informed Care: Employ a trauma-informed approach to all interactions with clients and colleagues, ensuring a safe and supportive environment.
Collaboration: Work closely with internal teams, supervisors, and departments to ensure cases are handled efficiently, leveraging Mystis’s full range of resources before considering external referrals.
Documentation & Compliance: Maintain thorough and timely documentation of all case activities, ensuring compliance with social work standards and the requirements of the State of Washington’s programs (such as the Foundational Community Supports program).

Client Engagement: Maintain consistent contact with clients to ensure ongoing support and service delivery, utilizing telehealth and in-person visits as appropriate.
Self-Care & Professional Development: Engage in self-care practices and attend required training sessions to stay updated on housing-related issues and other relevant areas.

Qualifications:

Bachelor’s degree in Social Work, Human Services, or a related field (Master’s preferred).
Previous experience in case management or social services, ideally within housing, mental health, or family services.
Strong knowledge of Washington State’s social services landscape, including housing programs and healthcare.
Experience working with diverse populations and understanding of trauma-informed care practices.
Ability to work independently in a hybrid environment, balancing fieldwork with remote administrative duties.
Excellent communication, problem-solving, and organizational skills.
Valid Washington State Driver’s License and reliable transportation for travel to client meetings and service locations.
Must be Bilingual Spanish speaking.
Benefits:

Competitive salary: $45,000.00 - $62,000.00 annually, depending on experience and qualifications
Comprehensive benefits package (health, dental, vision, 401k)
Flexible, hybrid work environment
Professional development opportunities, including ongoing training in housing and social services
Supportive, collaborative team atmosphere focused on internal solutions and growth
 

Mystis Adult and Family Services is an equal opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply.

Job Type: Full-time

Benefits:

Flexible schedule
Life insurance
Paid time off
Schedule:

8 hour shift
Day shift
Monday to Friday
People with a criminal record are encouraged to apply

Location:

Washington State

Job post summary

Pay: $46,497.21 - $55,996.64 per year

Job description:

About Mystis

Mystis Adult & Family Services WA is a people-first organization helping individuals and families navigate housing, behavioral health, and essential support services. Our mission is to bridge the gap between need and access — ensuring every person who reaches out to us is met with compassion, professionalism, and a clear path to help.

The Call Center Supervisor – Intakes plays a critical leadership role in shaping how new clients experience Mystis. This position ensures that every intake call is not just processed efficiently, but handled with empathy, respect, and trauma-informed care.

Position Summary

The Call Center Supervisor oversees the daily operations of the Intake Call Center, where staff respond to new inquiries, complete eligibility screenings, gather demographic and service information, and connect clients with the appropriate caseworker or program.

This role combines operational oversight with leadership and mentoring — ensuring high-quality, compassionate client service while meeting program standards and compliance requirements. The supervisor will serve as a bridge between intake staff, program teams, and leadership, ensuring smooth communication and timely client engagement.

Key Responsibilities

Client Intake Operations

• Oversee all inbound and outbound intake calls, ensuring staff respond to clients promptly and accurately.

• Ensure consistent use of approved intake scripts, forms, and eligibility criteria.

• Review and monitor staff documentation for accuracy, completeness, and compliance with program standards (e.g., HMIS, Apricot, Salesforce).

• Coordinate closely with case management, housing, and behavioral health teams to route referrals and schedule follow-ups.

• Support staff in handling sensitive or complex client situations, using trauma-informed and culturally responsive approaches.

Leadership & Staff Development

• Supervise a team of Intake Specialists / Call Center Representatives.

• Provide regular coaching, training, and support to ensure high-quality client engagement.

• Conduct one-on-one supervisions, performance evaluations, and skill-building sessions.

• Foster a supportive, mission-driven team environment focused on collaboration, growth, and accountability.

• Model professional communication and problem-solving with clients and colleagues.

Quality & Compliance

• Track key performance metrics (e.g., average response time, completed intakes, referral conversion, client satisfaction).

• Ensure confidentiality, HIPAA compliance, and adherence to Mystis and partner agency policies.

• Participate in quality assurance reviews, audits, and program improvement initiatives.

• Provide daily, weekly, and monthly reporting to management on call center performance and trends.

Collaboration & Communication

• Act as a liaison between the intake team and program departments to ensure efficient referral flow and feedback loops.

• Work with leadership to identify gaps or barriers in the intake process and propose improvements.

• Partner with the training and quality teams to update intake scripts, resources, and workflows as programs evolve.

Qualifications

Required:

• 3+ years of experience in social services, case management, or client intake coordination.

• 1+ year of experience in a supervisory, team lead, or training role.

• Strong understanding of trauma-informed and client-centered approaches.

• Excellent communication, organizational, and coaching skills.

• Ability to maintain professionalism and empathy when supporting clients in crisis.

• Experience with call center software, EHR, or CRM systems used for tracking intakes and referrals.

Preferred:

• Experience in housing, behavioral health, or care management environments.

• Knowledge of Washington State social service systems and community resources.

• Bilingual proficiency in Spanish, Russian, Vietnamese, or another community language.

Working Conditions

• Standard office or hybrid environment.

• Frequent phone-based communication with clients and service partners.

• May involve occasional evenings or weekends during peak demand periods.

• Emotional resilience required to support clients experiencing hardship or crisis.

Why This Role Matters

As the Call Center Supervisor for Intakes, you’ll shape the first impression many clients ever have of Mystis. You’ll lead a team that listens, supports, and connects people in need — turning phone calls into life-changing outcomes.

If you believe in service with empathy, leadership with purpose, and systems that work for people — this role is your opportunity to make an impact that matters.

Job Type: Full-time

Benefits:

• 401(k)

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance

Work Location: Remote