Community Support Case Manager I, II, III

Description:

Job Summary: Under the supervision of the Program Director or Program Manager (or designated supervisor), the Community Supports (CS) Case Manager I, II, or III is responsible for managing and overseeing all case management activities related to the assigned programs. This position focuses on client-centered care, providing support to individuals and families in navigating resources such as housing support, social services, and other community-based resources. This role emphasizes trauma-informed care, ensuring that services are delivered in a compassionate and understanding manner, and ensures timely and accurate service delivery while maintaining a holistic approach to client needs.

Requirements:

Essential Duties and Responsibilities of CS I, II, or III include the following:
Other duties may be assigned as needed.

• Program Oversight & Compliance

o Review and ensure adherence to the scope of work requirements for each assigned program as outlined by the Program Director/Manager.

o Fulfill program or contract requirements as directed by the Program Director/Manager.

• Client Support & Case Management

o Provide culturally responsive and empathetic care, maintaining appropriate boundaries while serving clients and the community.

o Ensure client eligibility for services and assess client needs.

o Deliver case management services, including but not limited to intake, assessment, care planning, linkage, and collaboration with community resources.

o Monitor and track client charts monthly, ensuring that service provision is documented and compliance is maintained. Follow up on charts not in compliance.

o Complete timely, accurate documentation in accordance with program policies and guidelines.

• Confidentiality & Reporting

o Securely store client charts and always maintain confidentiality.

o Complete Incident Reports within 24 hours of an incident.

o Notify the Program Manager of any client, program, staff, or agency issues or concerns as they arise.

o Follow all HIPAA compliance standards to ensure privacy and confidentiality.

Additional Duties and Responsibilities CS II:

• Program Oversight & Compliance

o Review and ensure adherence to the scope of work requirements for each assigned program as outlined by the Program Director/Manager.

o Fulfill program or contract requirements as directed by the Program Director/Manager.

• Client Support & Case Management

o Provide culturally responsive and empathetic care, maintaining appropriate boundaries while serving clients and the community.

o Ensure client eligibility for services and assess client needs.

o Deliver case management services, including but not limited to intake, assessment, care planning, linkage, and collaboration with community resources.

o Monitor and track client charts monthly, ensuring that service provision is documented and compliance is maintained. Follow up on charts not in compliance.

o Complete timely, accurate documentation in accordance with program policies and guidelines.

• Administrative Support

o Attend all scheduled meetings, supervision sessions, and training.

o Submit timecards, time-off requests, and activity logs in a timely manner.

o Provide required reports to the Program Manager or Coordinator according to the established schedule.

o Provide back-up support to other staff as needed.

• Quality Assurance & Networking

o Participate in Peer Review chart audits to ensure quality service delivery.

o Develop and maintain a network of resources and referrals appropriate for client needs.

o Schedule visits with service providers and guest speakers for client education and support.

o Engage in outreach activities, network-building events, and community resource fairs to expand referral networks and linkages to resources.

• Other duties may be assigned as needed.

Additional Duties and Responsibilities for CS III:

• Provide back-up for other staff as needed.
• Participate in Peer review chart audits.
• Develop and utilize a network of resources and referrals appropriate for clients.
• Schedule visits for service providers and guest speakers.
• Facilitate De-Escalation and Crisis Intervention with clients.
• Assist in training volunteers and interns.
• Participate in outreach activities, network engagement opportunities, and community resource fairs to expand referral loops and linkages to access points.
• Collaborate with Program Director/Program Manager to consult, discuss, and disseminate the needed resources, practical insights, and appropriate training support to bolster the case management team’s capacity.
• Coach and support the department staff, including Case Managers I & II, as needed.
• Promote a collaborative working relationship with Community Supports (CS) case management team to better serve members and increase access to needed services.
• Utilize motivational interviewing to educate, support, and motivate change during member contacts.
• Identify barriers to case management and share strategies to support team members in providing effective assistance in overcoming barriers.
• Lead weekly department meetings for Program Manager or Coordinator as needed.
• Participate in local committee meetings as agency representative.
• Assist with monthly billing and statistical reports.
• Complete quarterly department internal audits.
• Other duties as assigned.

Education/Experience:

• Education and Experience Requirements for CS I: Requires a High School diploma and a minimum of 2 years of experience or a bachelor’s degree with no previous experience providing similar case management services.
• Education and Experience Requirements for CS II: Requires a High School Diploma with a minimum of 4 years’ experience or a bachelor’s degree with 2 years of experience with similar case management services.
• Education and Experience Requirements for CS III: High School Diploma with 6 years of experience or a bachelor’s degree with 3 years of experience, or a master’s degree in social work or related field with internship plus six or more months of experience in Case management.

Certificates and Licenses: No certifications needed.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully, Develops alternative solutions; Works well in group problem-solving situations. Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs. Responds to requests for service and assistance; Meets commitments.
• Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting. Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification. Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Assessments and Care Planning – Demonstrates ability to complete a thorough Psychosocial Assessment Care Plan to identify client needs and develop plans to address identified needs and show outcomes.
• Knowledge of Community Resources – Demonstrates knowledge of community resources and ability to research and develop comprehensive resource lists to serve clients effectively.
• Ethics - Works with integrity and ethically; upholds organizational values.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generate questions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Qualifications for CS I, II, and III: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Language Ability: Must read, speak and write fluent English.

Communication: Must be able to communicate clearly and effectively with clients and staff.

Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of Word Processing software and Spreadsheet software.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers to handle or feel; reach with hands and arms and talk or hear.