Job Purpose: The Case Manager is responsible for helping to ensure that the customer is able to access and receive program services.

Essential Job Functions:

• Develop working relationships with customers and monitor engagement and progress through mutual planning, problem solving and full case management assistance
• Work with customers on a regular basis to meet and achieve program goals and/or maintain program services and eligibility
• Exhibit considerable programmatic knowledge and assist customers in multiple phases of the application process, ranging from enrollment through the awarding of benefits and services.
• Assist customers to acquire services that facilitate program goals (e.g., educational and/or vocational training, medical, childcare, transportation, substance abuse/mental health, child support establishment, legal, and other related needs)
• Follow up with customers to ensure that their needs are met and questions and concerns are resolved
• Interact with other team members to provide expertise and assistance in resolving participant issues
• Maintain accurate and timely case notes on all customer contacts and document activities
• Share information about outreach and engagement efforts with project staff
• Inform project staff of any barriers that they identify and that are preventing the customer from engaging with the Provider
• Practice and promote safety in the workplace; report all accidents according to agency procedures.
• Other duties as assigned

Required Technical Skills, Experience, Education, and Credentials:

Minimum Required Education: High school diploma or GED required; Associate's degree from an accredited college or university preferred.

Minimum Required Experience: Experience in customer service and working with different populations preferred. Background in W2, FSET, or community-based programs or employment programming and services are a plus.
Travel Type: None
Knowledge, Skills, & Abilities:

• Proficient in Microsoft Office products
• Ability to develop, evaluate, and implement a case management plan meeting all milestones
• Ability to work with customers in a caring and respectful manner and with due understanding of and consideration for their unique circumstances
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• Flexibility to Change: Adapts to changing business needs, conditions, and work responsibilities
• Actively Listens: Asks questions in ways that enhance the clarity, quality, and reliability of information
• Probes for Understanding: Asks questions in ways that enhance the clarity, quality, and reliability of information
• Self-Directed: Effectively manages one’s own time, priorities, and resources to achieve goals.
• Personal Accountability: Assumes personal accountability for achieving goals, outcomes and deadlines.

Physical Requirements, Visual Acuity, and Work Conditions:
Physical Requirements: Must be able to remain in a stationary position for an extended period of time. Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds. Twisting, turning, reaching, squatting, bending, pushing and pulling throughout the day. Hours of general business operation are 8:00am – 5:00pm, however, schedule will be modified as needed to meet the needs of programming and client care.
Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.
Working Conditions: Work is constantly performed in an office environment. Exposure to bright lights. Interaction with person’s presenting with challenges or significant barriers to work.