Case Manager

Headquartered in Seattle, Direct Interactions operates contact centers nationwide with a team of American representatives. We are committed to social responsibility and provide work-from-home opportunities to a diverse range of individuals, including people with disabilities, veterans, and military spouses. We collaborate with organizations to enhance public services through innovative strategies and compassionate teams who use their personal experiences to help others navigate complex challenges.

At Direct Interactions, our team consists of compassionate and skilled contact center professionals. Whether you have extensive contact center experience or are beginning your career, we value your ability to make a meaningful difference. We prioritize the well-being of our clients and team members and strive to support a healthy work-life balance through flexible scheduling and a supportive team environment.

Direct Interactions is seeking dedicated Case Managers to support individuals receiving public benefits, including SNAP and TANF, as they work toward sustainable employment and long-term self-sufficiency. Case Managers are central to our service model, providing structured, relationship-driven guidance that helps participants develop career goals, meet program requirements, overcome barriers, and access needed services and opportunities.

Responsibilities include developing individualized career plans, conducting regular check-ins, monitoring compliance, coordinating supportive services, maintaining documentation, and connecting participants with training, education, and employment opportunities throughout Idaho. This position is ideal for someone who brings empathy, organization, and a genuine commitment to helping people move forward in a fast-paced, technology-enabled environment.

Candidates must first be invited to participate in our job tryout phase assessments. Selected candidates will receive this correspondence by email. Please regularly check all email inboxes to avoid missing important correspondence or deadlines.

• Candidates should reside in Idaho; applicants from neighboring states are welcome

• Ability to maintain composure during a variety of customer and peer interactions

• Experience working in a team environment, including cooperation and joint problem solving

• Experience using digital tools, CRM platforms, or case management software

• Strong listening skills and attentiveness to participant needs

• Excellent verbal communication, including grammar, pronunciation, tone, and pitch

• Strong communication skills across SMS, virtual platforms, phone, and in-person interactions

• Ability to remain calm under pressure in a fast-paced contact center environment

• Ability to demonstrate empathy toward frustrated or anxious individuals

• Experience in customer service, social services, or call center environments

• Ability to handle sensitive information professionally and confidentially

• Knowledge of SNAP, SNAP E&T, WIOA, TANF work requirements, or similar workforce/benefits programs is a plus

• Experience working with individuals receiving public benefits or facing significant employment or life barriers is preferred

• Demonstrated ability to manage a caseload, maintain documentation, and complete consistent follow-up

• Knowledge of Idaho's labor market, workforce programs, training providers, community colleges, and community resources is preferred

• High school diploma or equivalent required; an Associate's or Bachelor's degree in Social Work, Human Services, Psychology, Workforce Development, or a related field is strongly preferred

• Minimum 1–2 years of experience in case management, workforce development, human services, social work, benefits navigation, or a related field

• Training or certification in case management, motivational interviewing, trauma-informed care, or workforce coaching is beneficial

• Bilingual or multilingual candidates, particularly Spanish-speaking applicants, are strongly encouraged to apply

• Employment is contingent upon successful completion of a background check, paid for by Direct Interactions, in accordance with applicable law

• Must be legally authorized to work in the United States

The Case Manager will work directly with individuals receiving public benefits to help them achieve stable employment and long-term self-sufficiency. This is an outbound-focused position requiring frequent outbound calls to engage participants, provide coaching, and encourage progress.

Responsibilities include:

• Serve as a primary point of contact for participants receiving SNAP or TANF benefits

• Answer questions about work requirements and Employment & Training (E&T) participation

• Clearly explain program rules, including Able-Bodied Adults Without Dependents (ABAWD) criteria and monthly participation expectations

• Guide participants through E&T services, including career coaching, resume development, GED preparation, job search platforms such as MPloy™, and supportive service vouchers

• Explain program exemptions, including disability, pregnancy, and caregiving responsibilities, and assist participants with documentation requirements

• Accurately document participant interactions in the Direct Interactions case management system while maintaining confidentiality and audit-ready records

• Escalate complex or urgent situations to supervisors using sound judgment and professionalism.

• Monitor engagement and compliance and proactively re-engage participants at risk of falling behind

• Collaborate with team members and community partners to ensure participants receive appropriate resources and support

• Develop personalized career plans and connect participants with training, employment opportunities, and supportive services

• Maintain accurate records and use digital tools to track participant progress

• Remote and on-site call center setting (location specifics will be discussed if selected to interview)

*This position is primarily remote, with many Case Managers distributed throughout the Idaho and some throughout the US, organized into regional teams aligned to geographic service areas.  Monthly in-person engagement with participants and partners is expected. Case Managers must have reliable internet access, a smartphone, and a suitable home office environment. The role involves extended periods of computer use, phone and SMS communication, and occasional travel within the assigned region for in-person participant meetings and partner site visits.

Training is provided on state benefit policies, E&T procedures, and call-handling systems

• Orientation Date: TBD Time: TBD

• Training Date: TBD; training is for approximately four (4) weeks Time: TBD

*Dates and times are tentative and subject to change

• Agents must be available to work up to 40 hours per week

Client hours of operation: Monday–Friday, 8:00 a.m. to 6:00 p.m. MST

*This role may include occasional Saturdays and overtime

• $25.00 per hour

• W-2 employee position

• Paid biweekly via direct deposit

• Accrued paid time off (PTO)

• Sick time

• Health, medical, and dental insurance plans available after 60 days worked

Direct Interactions will provide:

• One PC computer configured with Windows 11

• One monitor

• One mouse

• One keyboard

• One webcam

• One docking station

• One USB corded headset with microphone and mute button

Employees must have high-speed internet through a hard-wired Ethernet connection. Wi-Fi, satellite, cellular hotspots, and cellular internet are not permitted, including T-Mobile or 5G internet.

There are NEVER any fees associated with applying or working for Direct Interactions.