JOB SUMMARY

The Lead Client Care Coordinator for the program will serve as the main point of contact for participants enrolled in the program that are not being serviced by NGO Service Providers. The Lead Client Care Coordinator is expected to be highly skilled staff that can incorporate evidence-informed practices in their work, navigate complex systems, and effectively coordinate with the funder and other partners. The Lead Client Care Coordinator shall move beyond traditional case management to also train and provide best practice support to a network of NGO Service Providers. 

ESSENTIAL FUNCTIONS

• Go into the field to community events or other locations potential participants request to conduct a screening for program eligibility and create excitement over enrollment in the voluntary program.
• Work with participants to develop their Assistance Pathway and Milestone Plan for their career and personal goals that are updated as needed over time. This includes use of relevant assessment tools, coaching participants towards actionable next steps, and providing appropriate accountability structures to help them achieve goals. 
• Help participants access family support resources using a two-generational approach that considers the full range of family needs. This includes support in accessing; health and wellbeing services, including mental health and domestic violence services; early childhood education and childcare services; K-12 education support for children; support networks and other forms of social capital (in addition to peer support groups detailed below); and economic assets such as public benefits, tax credits, and student financial aid, including assistance in navigating these systems. 
• Identify and address barriers that stop participants and their families from achieving their goals. 
• The work of a Lead Client Care Coordinator will vary considerably based on participant needs and where they are on their plan. In addition to coaching and planning activities, day to day work may include things like helping a participant complete paperwork, attending an appointment with a participant, and making an introduction to a service provider and following up with them and the participant to make sure appropriate services were received. 
• Coordinate with all external Providers (including Secondary Service Providers, Agency Providers, and Community Providers) and ensure that Customers are making meaningful progress toward goals.
• Responsible for conducting outreach to referred participants, engaging participants in Provider activities, and re-engaging those participants who start to participate and subsequently disengage.
• Responsible for the engagement of participants and works with all staff to identify appropriate activities, resources, and supports for participants; contracted services for participants are translated into measurable performance metrics that are tracked for successful job performance.
• Collect best practices and conduct training on best practices to subcontracted partners to increase their staff’s skill levels and ability to achieve their contracted targets.
• Partner with subcontract NGO service providers or other community partners on events with the goal of increasing job readiness or hiring events.
• Observe all policies and procedures and attend all required training and certifications as scheduled.
• Responsible for capturing and recording employment goal achievement information to achieve contractual job placement targets. 
• Diligently verify and report all aspects of participant milestone achievements to.
• Stress urgency and ownership, guiding participants through a learn-by-doing process during their service planning and delivery.
• Document activities, participation, compliance, and employment progress in the Electronic Case Management (ECM) systems.
• Assist in compiling data for reports, including but not limited to, participant timesheets and placement and retention reports.
• Participate in learning collaboratives through both regional and online conferences.
• Perform other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

NOTE: The employer reserves the right to change or assign other duties to this position.
QUALIFICATIONS
Job qualifications are stated in the Essential Functions of the job description. An employee must be able to accomplish the Essential Functions to be competent in the job. Other special requirements are noted below.
Required Education and Job Experience

• Bachelor's degree human services, social services, business administration or related field from an accredited institution preferred.
• Two (2) years' experience in case management, administration, social services, or related field.
• and/or education, training or other experience determined to be acceptable to the agency.
• One (1) year experience as a lead or supervisor in case management or social services.
• Bilingual in Spanish a plus.

Knowledge, Skills, and Abilities

Demonstrable knowledge of 

• Mission, vision, and goals The Fedcap Group and execution of relevant policies and procedures.
• Strong organizational and communication skills (both verbal and written).
• Department policies, procedures, and ability to support the program framework.
• Developing, evaluating, and implementing a case management plan that is milestone driven.

Demonstrable ability to

• Exercise a high degree of initiative, judgement, discretion, and decision-making to achieve organizational objectives.
• Analyze situations accurately and take effective action.
• Evaluate and intervene in crisis situations.
• Exercise judgement and discretion in developing, applying, interpreting, and coordinating policies and procedures, including quality issues.
• Prepare and present comprehensive reports.

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.

While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position, and the hours of work and days are typically Monday through Friday, 8:00 a.m. to 5 p.m. but will be determined by your supervisor. On a rotating basis, one evening and/or one weekend day is required. Role primary is based in the office, with some community, local, remote work being required.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity, M/F/D/V.