Critical incident case managers serve students at institutions of higher education by responding to a student's experience of a life event that is having a negative impact on them, providing direct support and assistance, and coordinating resources in response to the critical incident. Case managers are boundary spanners who work across intraorganizational subsystems to manage a critical incident effectively and comprehensively. This study explored the lived experiences of student affairs professionals serving in this important role on campuses today. This qualitative study utilized phenomenology and case study methodology, including in-depth interviews with individuals serving as critical incident case managers at large public research institutions of higher education currently. The study explored whether and how the case managers' experienced role stress (role conflict and role ambiguity). It was determined that case managers' lived experience was complicated and complex, for various reasons. Complexity was evident in the critical incidents students experienced, the case managers' approach to critical incident case management, the emotional intricacies of the work, and the need to navigate institutional systems and structures. Case managers did experience role stress, which stemmed from various aspects of the case manager's person-centered role. Case managers engaged in specific role clarification strategies to address their experience of role stress. The organizational environment of a large public institution of higher education also contributed to the complexities of the position. This study created a deeper understanding of the lived experiences of professionals currently serving in a critical role in student affairs. In-depth analysis and developing meaning of this phenomenon is necessary to advance the work of student affairs at institutions of higher education in the 21st century. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://bibliotheek.ehb.be:2222/en-US/products/dissertations/individuals.shtml.]