Program Manager Case Management and Family Engagement

Coordinates case management services and family engagement efforts to support student well-being, success, and retention. Assists students in navigating personal, academic, and behavioral challenges by connecting them with campus resources and facilitating coordinated care. Serves as a primary contact for family inquiries, develops data informed communication strategies, and collaborates with campus partners to ensure timely intervention, privacy compliance, and effective support networks.

• Provides case management support for students experiencing personal, academic, financial, or behavioral challenges by conducting intake assessments, developing support plans, and connecting students with appropriate campus and community resources.
• Monitors student progress, maintains accurate and confidential case documentation, and collaborates with leadership and campus partners to respond to students in distress or crisis.
• Assists with educational initiatives to promote awareness of support resources and tracks case trends to inform program evaluation and continuous improvement.
• Serves as a primary point of contact for families and supporters by providing guidance on University processes, resources, and appropriate ways to support students while ensuring compliance with privacy requirements.
• Facilitates communication between families and campus resources, leads family engagement groups and initiatives, and coordinates family-focused content and events in collaboration with campus partners.
• Leads special projects and cross-functional teams and represents the unit on institutional committees to advance family engagement and student retention efforts.
• Co-leads and collaborates with the well-being team to coordinate intervention strategies and student support plans.
• Reviews and responds to referrals involving student concerns to ensure timely and coordinated care.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Two years' relevant experience.
• Professional experience in student affairs, case management and family engagement initiatives in a Higher Education setting.
• Experience in non-academic advising, counseling or related student services.
• Ability to adhere to Family Educational Rights and Privacy Act (FERPA) regulations and student privacy regulations.
• Experience with case management software systems.
• Demonstrated experience working with college students facing personal or academic challenges.
• Demonstrated understanding of higher education student development theory and family dynamics.
• Excellent interpersonal, written and verbal communication skills. Detail-oriented with strong prioritization and organizational skills.

• Ability to work irregular shifts and extended hours, including weekends and holidays.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2026-04-15