Case Manager

Job Title: Program Specialist – Case Manager
Department: Programs
Supervisor: Chief Operating Officer
Type: Full time (40 hours/week) or Part time (20 hours/week)
Location: Remote/virtual

The Case Manager (CM) is responsible for providing support to service members, veterans, and their families as they seek assistance/resources through Veteran Services Organizations (VSOs) and through the Department of Veterans Affairs. The CM engages with clients to help them to improve their overall quality of life.  The CM is also a secondary resource for maintaining the PATRIOTlink cloud-based resource management system.

Essential Duties and Responsibilities

  • 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

Qualifications and Competencies

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 essential functions.

  • 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.

Education and/or Experience

  • 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.

Physical Demands and Work Environment

The physical demands described below 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.

The CR is regularly required to talk or hear, frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms and may occasionally lift and/or move up to 20 pounds. The noise level in the work environment is moderate.

Note: This job description is not intended to be an all-inclusive list of duties and standards of the position.

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