Hello Neighbor Lead Case Manager Pittsburgh, PA · Full time Company website

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Founded in 2017, Hello Neighbor works to improve the lives of recently resettled refugee families by matching them with dedicated neighbors to guide and support them in their new home. We’ve expanded from our mentorship program to now include refugee resettlement services, family service programs, a national program supporting other refugee and immigrant nonprofits around the country.

This position works closely with the Senior Program Manager to support program operations, staff development, and quality assurance across these service areas. The Lead Case Manager directly supervises the Wellness Liaison – Haitian Community and the Smart Start Case Aide, ensuring coordinated, equitable, and consistent service delivery across counties and sites.  As part of the Family Health Services department, the Lead Case Manager provides programmatic oversight for:

• Smart Start services in Allegheny County
• Smart Start services in Washington County
• Charleroi Office Hours

Founded in 2017, Hello Neighbor empowers refugees and immigrants through community connections, helping them move from arrival to belonging with dignity, cultural sensitivity, and meaningful support. Our work is organized across three departments—Education & Community Empowerment, Health & Stabilization, and Employment—each running programs designed to meet the unique needs of the communities we serve. In addition to our local work, we lead a National Network of grassroots organizations across the U.S., united by a shared commitment to supporting refugee and immigrant families and inspiring long-term change

This is an in-house, full-time position based at Hello Neighbor’s Pittsburgh, PA office. The Lead Case Manager – Smart Start works a hybrid schedule of 9:00 a.m. – 5:00 p.m., Monday through Friday, with in-office days on Tuesdays, Wednesdays, and Thursdays.

This role requires regular travel to support program oversight and service delivery across Allegheny County, Washington County (Smart Start Lite), and the Charleroi Office Hours site.

The Lead Case Manager balances direct perinatal case management responsibilities with supervisory and program oversight duties. Evening or weekend hours may be required on occasion based on program needs, staff coverage, or client support.

The successful candidate must be currently authorized to work in the United States and willing to travel locally as required.

Reports To: Family Health Services Supervisor

Direct Reports: Wellness Liaison – Haitian Community & Smart Start Case Aide

Key Responsibilities:

Part A – Direct Perinatal Case Management

• Maintain an active caseload of pregnant clients enrolled in the Smart Start program in Allegheny County, including referral management, intakes, assessments, and implementation of individualized perinatal service plans
• Provide culturally responsive, trauma-informed perinatal case management throughout pregnancy and into the postpartum period
• Support clients with prenatal, birthing, and postpartum healthcare navigation, including appointment scheduling and follow-up care
• Provide perinatal education, including preparation for birthing in the U.S., newborn care education, and postpartum planning
• Support the development of birth plans in collaboration with clients and healthcare providers, as appropriate
• Connect clients to community-based resources related to perinatal health, basic needs, and family support
• Provide extended cultural orientation related to healthcare systems, transportation, and postpartum resources
• Assist clients with transportation planning, including bus training and referrals to the Medical Assistance Transportation Program (MATP)

Part B – Supervision & Staff Support

• Provide day-to-day supervision, guidance, and support to the Wellness Liaison – Haitian Community and the Smart Start Case Aide
• Support staff onboarding, training, and ongoing professional development within the Smart Start program
• Provide case consultation, coaching, and feedback to ensure high-quality, trauma-informed, and culturally responsive service delivery
• Monitor staff workloads and workflows to support program effectiveness and staff well-being
• Participate in performance check-ins and contribute to evaluations in collaboration with the Senior Program Manager
• Foster clear communication, collaboration, and accountability within the Smart Start team
• Support coverage planning during staff absences and periods of increased program demand

Part C – Program Oversight & Reporting (Smart Start, Smart Start Lite & Charleroi Office Hours)

• Provide programmatic oversight for Smart Start services in Allegheny County, Smart Start Lite services in Washington County, and Charleroi Office Hours, ensuring alignment with program goals, grant requirements, and organizational standards
• Oversee implementation of Smart Start Lite services delivered through Charleroi Office Hours, ensuring appropriate scope, documentation, and referral pathways
• Supervise and support the Wellness Liaison – Haitian Community in the delivery of Smart Start Lite case management, perinatal support, community outreach, and office hours activities
• Review workflows, service delivery, and documentation to ensure consistency, quality, and non-duplication of services across Smart Start service areas

• Develop and submit monthly Charleroi Office Hours reports, including service summaries, trends, challenges, and outcomes
• Monitor data entry and documentation in Salesforce and other approved systems to ensure accuracy and compliance
• Identify programmatic needs, gaps, and opportunities for improvement and communicate recommendations to the Senior Program Manager
• Coordinate with internal Hello Neighbor programs and external partners to support continuity of care and effective referrals

Preferred Qualifications:

• Bachelor’s degree in social work, public health, human services, or a related field (Master’s degree preferred)
• Demonstrated experience providing perinatal or maternal–child health case management, preferably with refugee, immigrant, or other vulnerable populations
• Prior experience in a lead, supervisory, or senior case management role, including staff support and workflow coordination
• Strong understanding of trauma-informed, culturally responsive care and perinatal best practices
• Experience overseeing programs across multiple sites or geographic areas
• Ability to balance direct service delivery with supervisory and programmatic responsibilities
• Strong organizational, documentation, and time-management skills
• Experience reviewing case documentation and supporting quality assurance processes
• Digital literacy and ability to learn and navigate case management and reporting systems (e.g., Salesforce, Google Drive)
• Valid driver’s license, access to a personal vehicle, and proof of insurance
• Flexibility to work occasional evenings and weekends as needed
• Alignment with and support of Hello Neighbor’s mission and core values
• Bilingual or multilingual skills preferred

About You:

• Energetic, motivated, and hardworking
• Ability to take direction and work independently, as well as collaboratively within a team environment
• Ability to take initiative and manage multiple tasks and projects at a time
• Strong organizational skills with the ability to balance direct service provision and leadership responsibilities
• Passion for community building and supporting refugee and immigrant families, particularly pregnant individuals and newborns
• Cultural sensitivity and the ability to work effectively with people from diverse backgrounds
• Strong written, verbal, and interpersonal communication skills
• Comfortable providing guidance, support, and mentorship to other staff
• Lived migration experience and fluency in additional languages are a plus

Additional Details:

• This is a full-time, non-exempt, in-house position at our Pittsburgh office in the Larimer neighborhood with a possibility of extension, pending funding determinations
• Clearances required: Pennsylvania Child Abuse History Clearance, Pennsylvania State Police Criminal History Clearance, Federal Bureau of Investigations (FBI) Criminal History Clearance (PA Act 23 & Act 24); Mandatory Reporter and/or PSEA training may also be required depending on job requirements
• Valid driver’s license required, personal vehicle, and proof of insurance are required; MVR records will be required  
• Personal auto insurance with a minimum $300,000 single combined limit of liability coverage
• Applications are accepted on a rolling basis
• Selected candidates will be invited to interview on a rolling basis
• The successful candidate must be currently authorized to work in the United States.
• Compensation: $23-$24/hr
• Comprehensive benefits package available, including medical/dental/vision insurance for employee and dependents (75% employer-paid), generous PTO policies, paid holidays, and participation in employer-sponsored retirement savings with employer match (after 12-months’ employment). 

Additional Details:

Equal Opportunity Employer

At Hello Neighbor, we are committed to being an inclusive workplace where diversity in all its forms is championed. Hello Neighbor is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal histories, consistent with legal requirements. If you require special accommodation, please let us know.

All Applications Welcome

Data shows that women more frequently do not apply to a job because they don’t feel that they meet all of the qualifications listed. Our job descriptions are general overviews, not a mandatory comprehensive list. If you feel passionate about our efforts and believe that you have the skills to contribute to the growth of our organization, we want to hear from you!