About this role

$45,000 - $49,000

As a poverty-reduction initiative, Agape, through its place-based strategy, Powerlines Community Network (PCN), implements a Two-Generation (2Gen)/whole family paradigm.

The Lead Family Connector works within an identified community, building and caring for a caseload of families while providing leadership, guidance, coaching, and day-to-day support to assigned Family Connectors and other program staff.

The Lead Family Connector provides meaningful interventions for families that are seeking to take steps toward getting out of poverty. The Lead Family Connector will build relationships with the families on their caseload, including the children and the community in which they serve.

The Lead Family Connector is responsible for assessing family history and needs to design interventions that are both meaningful and appropriate, providing trauma-informed and resilience-building services, and collecting required data.

Family Connectors are responsible for facilitating efforts to address the health and welfare of children and families served, appropriately addressing needs including medical, health, spiritual, emotional, social, employment, educational/training, and other identified needs.

The Lead Family Connector serves as a senior member of the Families in Transition team and assists program leadership with implementation of program standards, staff development, case consultation, quality assurance, caseload management, and day-to-day program operations.

The Lead Family Connector is responsible for monitoring assigned staff to ensure that case management practices, participant engagement, documentation, referrals, service coordination, and other program responsibilities are completed in accordance with agency, program, contractual, and grant requirements.

KEY RESPONSIBILITES

I. CASE MANAGEMENT & FAMILY ENGAGEMENT

- Conduct and update individual/family needs assessments with each family’s participation to develop an individualized service plan, noting needed, desired, and requested services and resources.

- Use peer-based and holistic approaches to partner with youth and family members by connecting them to needed and desired services and resources, supporting families throughout these interventions, moving toward success, and completing youth/family goals.

- Provide two-generational/whole family, family-driven, and strength-based services to families who require particular resources and assistance.

- Focus on specific programmatic obligations, goals, and objectives that align with the families’ voice and choice, including social and economic goals.

- Facilitate the connection and engagement of two-generational families to needed services, such as educational, mental health, substance abuse, workforce development, parenting/relational health, homelessness, exposure to violence services, and other services provided through community agencies and resources.

- Maintain an active caseload of up to 20–25 clients/families, or the caseload level established by the program based on the Lead Family Connector’s assigned leadership and supervisory responsibilities.

- Balance direct service responsibilities with staff leadership, case consultation, administrative responsibilities, and monitoring of assigned staff.

- Make face-to-face contact with youth and families within 48 hours of receiving a referral, 24 hours if the situation is defined as a crisis, and minimally twice monthly thereafter.

- Arrange, coordinate, and monitor services related to meeting the needs of program participants to ensure stability and individual/family goal attainment.

- Coordinate events and activities onsite for program participants to encourage stability and individual/family goal attainment.

- Review complex or high-needs cases with assigned Family Connectors and provide case consultation, guidance, and recommendations within the scope of the Lead Family Connector role.

- Support Family Connectors in identifying barriers to participant engagement, developing intervention strategies, coordinating services, and making appropriate referrals.

- Monitor staff follow-through on participant goals, service plans, referrals, required contacts, and case activities.

II. STAFF SUPERVISION & LEADERSHIP

The Lead Family Connector is responsible for providing day-to-day supervision, leadership, direction, coaching, and accountability to assigned Family Connectors and other designated program staff.

- Provide direct supervision to assigned Family Connectors as delegated by the Family Connector Supervisor/Director of Families in Transition.

- Conduct regularly scheduled individual supervision with assigned staff in accordance with agency and program requirements.

- Review staff caseloads during supervision to assess participant engagement, case activity, barriers, service coordination, documentation, goal progress, and case closure needs.

- Maintain documentation of supervision, including identified concerns, action steps, staff development needs, and follow-up expectations.

- Provide ongoing coaching and technical assistance to Family Connectors regarding case management, 2Gen/whole-family practice, family engagement, documentation, referrals, service coordination, and participant goal attainment.

- Monitor staff compliance with required participant contacts, home visits, assessments, service plans, case notes, referrals, reports, and other program requirements.

- Review staff case documentation and provide corrective guidance when documentation is incomplete, late, inaccurate, or inconsistent with program standards.

- Identify staff training and professional development needs and communicate those needs to the Family Connector Supervisor/Director.

- Assist new Family Connectors with onboarding, orientation, workflow, case management expectations, documentation standards, and understanding of program procedures.

- Assist with case assignments and caseload balancing based on staff capacity, participant needs, program requirements, and organizational priorities.

- Provide consultation and support to staff when responding to crises, safety concerns, complex family needs, or difficult engagement situations.

- Monitor staff performance and communicate significant performance concerns, repeated non-compliance, or other personnel matters to the Family Connector Supervisor/Director in a timely manner.

- Provide recommendations to the Family Connector Supervisor/Director regarding staff performance, training, workload, caseload assignments, and professional development.

- Participate in formal performance evaluations of assigned staff as requested by the Family Connector Supervisor/Director.

- Model professional conduct, ethical case management practice, trauma-informed engagement, family-driven practice, and Agape’s 2Gen/whole-family approach.

- Serve as a resource and point of contact for Family Connectors while recognizing that the Family Connector Supervisor/Director retains overall programmatic and personnel authority.

III. ADMINISTRATIVE & PROGRAM MANAGEMENT

- Maintain accurate and timely participant records in the agency’s designated case management/data system.

- Complete case notes and documentation within established agency, program, contractual, and grant timelines.

- Complete all required reports, forms, assessments, data entry, tracking tools, mileage documentation, and other administrative requirements accurately and by established deadlines.

- Monitor assigned staff compliance with administrative deadlines and program requirements.

- Review staff reports, caseload reports, documentation, and data for completeness and accuracy prior to submission when required.

- Assist the Family Connector Supervisor/Director with tracking program deliverables, staff productivity, participant engagement, caseload activity, and documentation compliance.

- Assist with preparation for audits, file reviews, quality assurance reviews, grant monitoring, and other compliance activities.

- Assist program leadership with identifying trends, service gaps, operational barriers, and opportunities for program improvement.

- Ensure staff understand and consistently implement established program procedures and workflows.

- Assist with developing and maintaining team calendars, deadlines, meeting schedules, training activities, and other administrative processes as assigned.

IV. CASELOAD & PRODUCTIVITY EXPECTATIONS

- Maintain an active caseload appropriate to the Lead Family Connector role, generally up to 20–25 clients/families unless otherwise established by program leadership.

- Supervisory and leadership responsibilities will be considered when determining the Lead Family Connector’s individual caseload.

- Maintain required participant engagement and service-contact standards for all assigned cases.

- Ensure required participant contacts, assessments, service plans, home visits, referrals, service coordination, follow-up activities, and case documentation are completed within established timeframes.

- Monitor the caseload activity of assigned Family Connectors and address cases that demonstrate insufficient contact, documentation, follow-up, or progress.

- Conduct periodic caseload reviews with assigned staff and provide recommendations for case management interventions, referrals, escalation, or closure.

- Identify cases that are inactive, unable to be contacted, ready for closure, or requiring additional intervention and communicate recommendations to the supervisor.

- Demonstrate productivity through effective management of both direct-service responsibilities and assigned staff leadership responsibilities.

- Productivity will be evaluated through participant engagement, quality and timeliness of case management, documentation, service coordination, goal progress, staff support, administrative compliance, and program deliverables.

V. DOCUMENTATION, DATA & QUALITY IMPROVEMENT

- Maintain current and accurate documentation of services provided to youth and families based on agency, program, contractual, and grant requirements.

- Accurately record data based on program standards and use data for continuous quality improvement.

- Monitor staff documentation and data entry for timeliness, completeness, accuracy, and compliance with program standards.

- Conduct or participate in periodic case-file reviews and quality assurance activities.

- Identify documentation and compliance trends and communicate findings to the Family Connector Supervisor/Director.

- Assist staff in using participant and program data to inform service plans, interventions, referrals, and case management decisions.

- Assist program leadership with implementing corrective actions resulting from file reviews, audits, quality assurance findings, or performance monitoring.

VI. COMMUNICATION & TEAM COLLABORATION

- Work in partnership with all departments and other agencies involved and through the Powerlines Community Network, led by Agape Child & Family Services.

- Serve as an advocate for Agape Child & Family Services and the communities we serve.

- Maintain positive and effective relationships and communication with Agape staff.

- Attend staff meetings, Multidisciplinary Team Meetings, and other in-service training provided by the agency.

- Attend regular supervision and team meetings with the Family Connector Supervisor/Director.

- Facilitate or co-facilitate team meetings, case staffing, case consultation, and other meetings as assigned.

- Communicate program updates, expectations, changes in procedures, and relevant information to assigned Family Connectors in a timely manner.

- Promote effective communication, collaboration, accountability, and teamwork among Family Connector staff.

VII. PROFESSIONAL RESPONSIBILITIES

- Maintain positive and productive relationships with stakeholders, internal and external partners, participants, families, and community members.

- Participate in staff meetings, in-service training, relevant workshops, seminars, and training events as directed and approved by the program leader.

- Participate in other Agency functions, including community awareness events, advocacy activities, fundraising events, and other organizational activities.

- Demonstrate leadership consistent with Agape’s mission, values, 2Gen/whole-family approach, and commitment to quality and excellence.

- Maintain appropriate professional boundaries when supervising and supporting staff.

- Protect confidentiality regarding participant and employee information and discuss personnel matters only with individuals authorized to receive such information.

VIII. SUPERVISORY ACCOUNTABILITY

The Lead Family Connector reports directly to the Family Connector Supervisor/Director of Families in Transition. The Lead Family Connector is responsible for the day-to-day supervision and leadership of assigned Family Connectors but does not supersede the authority of the Family Connector Supervisor/Director.

The Lead Family Connector is expected to escalate significant personnel, performance, safety, compliance, participant, or operational concerns to the Family Connector Supervisor/Director in accordance with agency policy.

The Lead Family Connector is expected to provide leadership and accountability while maintaining a collaborative, coaching-centered approach to staff development.

Qualifications

Will perform all other duties within the general scope of this position as requested by the direct supervisor or other members of Agape Leadership.

Physical Requirements

- Prolonged periods of sitting at a desk and working at a computer.

- Prolonged walking, standing, and climbing stairs within schools and community sites, and during community events.

- Must be able to lift up to 20 pounds at a time.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Core Values Alignment

This role reflects and reinforces Agape’s VOICES values:

This job description is not intended to be an exhaustive list of duties or responsibilities. Agape leadership reserves the right to modify the role to meet organizational needs.

Agape Child & Family Services, Inc. is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

EDUCATION & EXPERIENCE

Required:

- Master’s degree in social work or related field from an accredited college or university is preferred.

- Bachelor’s degree in education, social work, or related field from an accredited college or university, with at least 2 years of relevant experience acceptable or the equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities for this position.

- The ideal candidate must have a demonstrated ability to provide culturally sensitive, community-based services while working with a wide range of people, a passion for serving others, and knowledge of social service delivery systems.

- Candidates must also have demonstrated case management experience and experience coordinating services in a community-based setting.

In addition to the above, the Lead Family Connector must demonstrate leadership experience, the ability to provide direction and coaching to staff, strong organizational and time-management skills, and the ability to monitor staff performance, caseload activity, documentation, and compliance with program requirements.

Must have excellent communication skills, both written and verbal, and demonstrated computer proficiency, including the use of Microsoft Office Suite and other software applications essential to this position. Should possess excellent organizational and management skills and have proven ability as a problem solver and self-starter. Understanding of data collection procedures and the aptitude for using data to inform decisions and processes.

Must possess a valid driver’s license, reliable transportation, and current automobile insurance. Will be required to work a flexible schedule to include evenings and weekends as needed.

Candidate must be willing to engage in Agape’s Performance Quality and Improvement, also known as Continuous Quality Improvement, standards of quality and excellence.

Preferred:

Prior supervisory, lead-worker, or team-lead experience is preferred.