Counselor-Case Management (16409)

Responsibilities

• Develop working relationships with customers and monitor engagement and progress.
• 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, child care, 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.
• Perform other duties as may be assigned by leadership.

Qualifications

• Bachelor's degree required; equivalent years of experience in lieu of degree.
• 2 years of relevant experience required.
• Knowledge of federal, state, and local policies related to benefits and social programs and procedures sufficient to serve as a technical authority to implement and counsel on the program.
• Skill in fact-finding and investigative techniques to gather factual information and to determine the appropriate treatment of matters as they apply to moderately complex benefits and issues.
• Ability to communicate effectively, perform advisory services for specific requests, conduct interviews and motivate customers to use benefits and services immediately available.
• Knowledge of medical terminology (preferred)
• Capacity to be a self-starter and thrive in a fast-paced environment.
• Excellent client-ready and client facilitation skills.
• Excellent oral and written communication skills.
• Physical Requirements: Ability to lift or transport items up to 30 lbs., Ability to sit up to 80% of the time and stand up to 20% of the time, Ability to travel up to 30% of time, Use of personal vehicle for job duties, Work is performed in an office environment with medium noise level.