Lead Case Manager

The Lead Case Manager is a part of the Agency’s Support Services Department, which provides services to individuals and families experiencing crisis or barriers to self-reliance. This Lead Case Manager is a member of the Support Services Team and collaborates with them in reaching Team goals.

The Lead Case Manager will be responsible for service coordination based on identified goals and desires of families seeing to increase family stability, expand individual and family functioning and decrease the reliance on external public support to meet basic needs. This position will function within the Support Services Team to provide specialized expertise in all client service-related areas and will provide clerical, administrative, and supervisory support. This position will provide technical, training, and quality assurance support to Support Services Team. Will orient and train new employees of the Support Services Team to the essential functions of their roles. Will be the QA backup for monitoring if needed. This position will manage a caseload, to be determined by Support Services Department Manager. This position will work in office and is able to do all case manager duties along with Lead duties which include:

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Key Responsibilities

Family Development Duties and responsibilities:

· Provide consultation with individuals and families in areas of service.

· Maintain confidentiality of client information.

· Assist families in establishing goals by incorporating family development best practices.

· Establish with families a plan of action, based on strengths and capacities, which minimizes or removes barriers to progress toward their goals.

· Coordinate with the family and service providers, services appropriate to the plan.

· Coordinate with the family and service providers to provide referrals and services appropriate to meet the goals of the family.

· Provide ongoing support to families in their efforts to exit poverty.

· Identify and promote opportunities for families to become involved in community activities.

· Maintain accurate records of client interviews.

· Schedule families for services as appropriate.

· Have knowledge of all agency programs.

· Backup for reception duties and other team members.

· Participate in consultations with intra-agency Support Services team members.

· Build and maintain relationships with external social service providers and community providers to facilitate effective referral and direct services.

Administrative and Supervisory Support Duties:

· Train new and/or existing staff on the essential functions of their roles

· Complete Quality Assurance reviews on all staff in the office following established protocols if needed.

· Consult with Support Services Manager regarding work performance concerns.

· Provide direction in the absence of Support Services Manager.

· Perform Case Manager duties as indicated in Case Manager job description; caseload size to be determined by Support Services Manager.

· Address client complaint issues in absence of Support Services Manager.

· Complete month-end reports in absence of Support Services Manager, or as needed.

· Approve purchase orders in a timely manner; provide support and training in Microix usage to employees.

Knowledge, Skills, and Abilities:

· The ability to assess individual learning needs and communicate in the manner most appropriate for the learner.

· Ability to present material in a step-by-step method so it is easily understood by employees.

· Direct case management, service planning and implementation experience.

· Ability to research and propose solutions to a variety of problems presented by clients and staff. Seeks remediation, which is supported within grant guidelines, standards, and policies.

· Ability to take on responsibility of new projects that may include development and implementation, follow-up and reporting.

· Ability to function in a multi-lingual, multi-cultural environment, including providing service with the use of interpreters.

· Ability to maintain records and files of clients and services provided and to report those accordingly.

· Ability to learn and utilize case management software (HMIS, or other client databases)

· Work effectively with colleagues and other customers by practicing punctuality, respect for deadlines, collaborative problem solving and honest communication.

· Ability to work effectively as a team member with a wide range of diverse staff and community members and to establish and maintain effecting working relationships.

· Ability to work independently in the field.

· Ability to work under pressure and within short timelines.

· Ability to communicate verbally in the English language in face-to-face one-on-one settings, in group settings, by personal computer, or using a telephone.

· Ability to produce written documents with clearly organized thoughts using proper English sentence construction, punctuation, and grammar.

· Display empathy and positive regard for others in written, verbal and non-verbal communications.

· Computer and software skills including Word, Excel and database systems; ability to operate general office equipment; work at a desk using phone and computer for up to a full day’s work schedule.

· Ability to adapt to ongoing changes and ability to lead by example

· Experience using motivation interviewing or other progressive engagement approaches.

· Conduct TBRA house inspections.

Minimum Qualifications:

Education: Associate Degree preferred, High School Diploma/GED accepted

Experience:

· Case management experience (3 year)

· Experience in supervision, mentorship, and/or training capacity (1 year)

· Advanced clerical skills (3 years)

· Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

· Proficient in Virtual Platforms (Teams, Zoom, etc.) for remote communication, meetings, and training

· Proficient experience with digital documentation, data entry, and generating reports for internal tracking and external reporting

· Demonstrated understanding of low-income culture

· Demonstrated experience with or willingness to learn about Client Services & Housing Services of the agency

· Bi-lingual (English/Spanish) desired but not required

· Willingness and ability to travel on agency business

· Valid Washington Auto Insurance Coverage

· Valid Washington State driver’s license with acceptable driving record

· Valid First Aid/CPR card

Physical Demands:

Sitting: Administrative staff typically spend a significant amount of time sitting at a desk or workstation to perform their duties.

Computer Use: Regular use of computer systems and office equipment is common, requiring proficiency in typing, data entry, and use of software applications.

Phone Communication: Handling phone calls and possibly prolonged periods of talking on the phone.

Filing and Organization: Occasionally involves lifting or carrying files or boxes of documents, though typically not heavy lifting.

Work Environment:

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

Office Setting: Administrative staff usually work indoors in a climate-controlled office environment.

Noise Levels: The office environment can vary in noise levels, ranging from quiet work areas to more active and interactive settings.

Collaboration: Interaction with colleagues, supervisors, and clients or visitors is typical, requiring good interpersonal and communication skills.

Work Hours: Generally, follow standard office hours, though occasional overtime or flexibility may be required depending on the organization's needs.

Additional Considerations:

Ergonomics: Awareness of ergonomic practices for desk setup and posture to minimize strain or injury.

Multitasking: Ability to manage multiple tasks and priorities efficiently in a fast-paced environment.

Confidentiality: Often required to handle sensitive information and maintain confidentiality.

Professionalism: Maintaining a professional demeanor and appearance is usually expected.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

OCCAC Values

Integrity

• We treat the community members we serve with humanity, compassion, and excellent customer service no matter the circumstances they are facing.

• We do what we say we will do. Promises made, promises kept.

• We actively cultivate an environment of trust and honesty.

• We are dependable, knowledgeable, and honest in our daily work.

Accountability

• We do our work with high quality and transparency.

• We are flexible and adaptable to meeting community needs.

• We actively listen and are open to feedback and improvement.

• We take responsibility for our mistakes and learn from them.

Advocacy

• We ensure that the people and communities most affected by poverty are visibly leading our work.

• Our diverse community is represented in our staff and the services we provide.

• We help navigate and fight against bureaucracy and systems that are inequitable and keep people in poverty.

Community

• We pitch in when there is a need for our community, clients, and coworkers, to support their success.

• We actively listen to our community members, so they feel heard and have a voice.

• We have empathy for people in need and help them catch a break. Everyone deserves a chance.

• We work closely with partner organizations to strengthen our impact.

• We welcome energetic conversations across diverse perspectives and challenge each other respectfully by focusing on the idea and not the person.

• We uplift each other and make each other laugh

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

The Agency is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

Job Type: Full-time

Pay: $23.77 - $31.07 per hour

Expected hours: 40 per week

Benefits:

• AD&D insurance
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $24 - $31