What are the responsibilities and job description for the Case Manager - Success Coach position at Heart Of Texas Goodwill Industries?
SUMMARY: The job involves implementing and conducting case management, services, and training for participants in specialized Mission Services programs.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The following tasks will be performed with guidance from the designated Coordinator, other duties may be assigned:
- Conduct case management functions such as program applicant screenings, assessments, enrollments, documentation collection and follow-up activities as required by designated program.
- Provide support services to enhance program participants successes such as community referrals, sending employment opportunities and job retention coaching.
- Create Individualized Career and Financial Plan (ICFP) based on goals, barriers and other obstacles identified by the Success Coach, program participant, and potential partnering agencies.
- Conduct in-person or virtual job readiness, soft-skills, financial literacy and/or computer classes/trainings to help upgrade program participants skills and/or achieve employment.
- Administer and collect program and class evaluation surveys and feedback forms from program participants and other stakeholders.
- Provide meaning coaching opportunities to help program participants with problem solving skills, life-skills, setting priorities and identifying values.
- Maintain an encouraging, positive and respect learning environment while providing exceptional customer services to program participants, partnering agencies and other stakeholders.
- Meet regularly (in-person or virtually) with participants to assess program progress, provide supports and constant encouragement.
- Input all participant documentation, program/training progress, activities and case notes into Goodwills participant tracking database or designated spreadsheets.
- Ensure all participant files are adequately maintained and all records are kept confidential.
- Provide documented monthly participant successes/stories to Mission Services Director.
- Ensure adequate materials, supplies and equipment are available to support the professional delivery of all program activities, classes and participant needs.
- Other duties as assigned by the designated Coordinator or Mission Services Director.
LEADERSHIP COMPETENCIES:
Leadership Competency
Team, Departmental, Corporate Leader
OUR TEAM
Emotional Maturity and Respect
Manages personal emotions to gain staff confidence by impartially resolving issues. Consistently treats others with professionalism, honor, and dignity.
Integrity
Manages ethically. Develops and implements processes that are consistently executed with fairness and equity.
Capacity for Change and Innovation
Serves as principal liaison to manage change.
Interpersonal Skills
Is approachable and open; identifies and facilitates staff engagement opportunities. Engages in conflict appropriately; tailors communication to the appropriate audience.
Commitment to Development and Empowerment of Self and Others
Encourages staff to utilize tools to support their development. Facilitates the use of tools and resources for staff development; helps staff reach their full potential.
OUR COMMUNITY
Commitment to Goodwills Mission, Vision, and Values
Manages operations in accordance with Goodwills Mission, Vision, and Values. Reinforces Goodwills Mission, Vision, and Values with staff and the community.
Commitment to Diversity, Equity, and Inclusion
Champions inclusion activities, strategies, and initiatives. Executes inclusion strategies.
Community and Service
Effectively communicates the benefits and impact of Goodwills services to stakeholders.
OUR GROWTH
Commitment to Excellence and Customer Service
Encourages staff accountability for meeting goals and producing high-quality results.
Business Acumen
Accurately interprets data, policies, and procedures for sound decision-making. Incorporates critical thinking skills into decision-making framework. Directs and ensures compliance with all Goodwill policies/procedures.
Stewardship and Accountability
Effectively works within financial and budgetary guidelines and report all financial irregularities immediately to management.
QUALIFICATION REQUIREMENTS:
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 accommodations may be made to enable individuals with disabilities to perform the essential functions. Strong preference is given in this position to veterans and/or spouse of a veteran.
EDUCATION: Bachelors degree in Social Services, Human Services, or another related field required. Employment and education experience can be substituted for bachelors degree at the discretion of the Vice President of Mission Advancement.
LANGUAGE SKILLS: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS: Must maintain a valid driver's license, auto insurance, and a driving record acceptable to Goodwill's liability insurance provider.
EXPERIENCE/KNOWLEDGE SKILLS: Proven ability to work with individuals with different interests and opinions and to build effective teams in a volunteer environment. Ability to communicate orally and in writing to a wide range of people. Effective planning and organizational skills. Appropriate level of computer skills. Computer skills to include proficiency in Microsoft Word and Excel. High level of energy, motivation, persistence, and positive attitude. Able to effectively manage time, be flexible, and juggle multiple projects and shifting priorities. Strong organizational skills and attention to detail. Display good interpersonal skills, including a positive, collaborative attitude.
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. While performing the duties of this job, the employee is regularly required to talk or hear. Must be able to sit or stand for long periods and be able to lift at least 50 lbs.
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.
While performing the duties of this job the employee will be exposed to dust, animal hair, and lint. The work environment ranges from very quiet to noisy. Must be flexible to work in all types of settings and hours as required by individual project requirements.
INTERNAL CONTACTS: Frequent contact with Goodwill employees from all areas of the organization, Goodwill participants and their families, youth, and community volunteers.
EXTERNAL CONTACTS: Private and corporate citizens as well as members of county, state, and federal government, college and university staff, and individuals from other organizations and vendors.
