Case Manager

Meet with potential clients to gain full insight of client’s circumstances and needs;

Establish service plans by identifying and prioritizing needs and goals;

Advocate on clients’ behalf to organizations that provide services for veterans;

Enter client information in CRM to track client demographics, requests, case notes, resource provision, and follow-up;

Proactively check in and follow up with clients and organizations as appropriate;

Provide phone and email-based support to clients;

Build and foster relationships with service providers in the community;

If travel is deemed safe, travel to COSF team meetings up to once per quarter;

Maintain expertise by attending trainings, conferences, and educational opportunities to enhance job related skills

May be required to work occasional nights/weekends;

Other duties as assigned

Teamwork – Contribute to building a positive team spirit; able to build morale and group commitments to goals and objectives; support everyone’s efforts to succeed;

Conflict Resolution – Encourages open communications; confront difficult situations; maintain objectivity; keep emotions under control; use negotiation skills to resolve conflicts;

Customer Focus – Promotes customer focus; monitors customer satisfaction; develops new approaches to meeting customer needs; professional in demeanor and conduct and provides 100% focus on the client when engaged by phone or web meeting; responsible for high level of customer satisfaction and meeting the needs of the client;

Confidentiality– Protects client’s sensitive, private or health information and understands the need for privacy during phone calls, web meetings and case management documents where client or client data might be present;

Problem Solver – 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;

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values, exercises confidentiality.

Knowledge of military service and veterans’ resources is strongly preferred;

Experience working with veterans with critical needs is strongly preferred;

Bachelor’s degree in Social Work, Sociology, Psychology, or other social service field, or equivalent work experience;

Ability to understand, be sensitive to, and have empathy for clients;

Ability to develop a high degree of trust and maintain confidentiality;

Strong interpersonal and advocacy skills;

Strong analytical skills and ability to analyze and identify trends and gaps;

Demonstrated proficiency with databases and Microsoft Office;

Strong oral and written communication skills.