Resource Navigator (Case Manager), HHS

Job Description

Primary purpose:
This position is responsible for providing short-term case management services to un-served or under-served Newton residents in the community to improve their quality of life. The Resource Navigator assesses the needs of residents, facilitates connections to social services and support systems and provides information, referrals, non-clinical consultation and/or case management as assigned by Supervisor.

Supervision:
Scope and Judgment: This position requires a social services background, and the ability to work on a very wide range of social service issues. The position must be able to take fast, decisive action when matters are time sensitive, while recognizing the municipal setting and limits to resources. The position must be able to learn new social service arenas quickly and frequently to respond to the wide ranging and ever-changing needs in our community.

Supervision Received: Position reports to the Director of Human Services or his/her designee and operates in accordance with applicable state and local laws and regulations, department policies and procedures, requiring the ability to plan and perform operations to independently complete assigned tasks according to a prescribed time schedule. Independently establishes own daily work plan based on regular routine and special assignments.

Supervision Given: N/A

Job Environment:
Work is performed under typical office conditions as well as other settings including home visits, community-based settings and responding to emergencies.

Frequent contact with the general public, other city departments and officials, outside agencies, businesses, vendors, and other governmental organizations and attorneys, etc. Communication is by means of in person, telephone, online meeting platforms, personal discussion, and correspondence and involves discussing routine and confidential information, requiring patience, courtesy, and judgment.

The work is often unpredictable, and the position should expect sudden requests for assistance, walk-in clients, responding to off-site settings to support colleague or resident needs.

Has access to confidential and sensitive information. Errors in judgment could result in significant delay or loss of services, legal ramifications, adverse public relations, and monetary loss.

Essential Functions:
(The essential functions or duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Follow-up on referrals.
• Develop and maintain accurate and confidential client records including intake notes, release of information forms, records, and statistics on contacts, referrals and resolutions, and any other records and reports as required.
• Conduct on-site, in-home or in community visits with residents, family, or guardians to assess needs and facilitate access to services.
• Follow up all assistance requests to ensure all needed services or alternative measures are provided.
• Conduct community outreach through in person community-based networking, developing promotional and educational materials and disseminating them, and staffing community-based sites to engage with residents and inform them of services.
• Develop and/or lead community-based workshops or groups on various social service-related topics.
• Assist residents with problem solving and advocacy.
• Recognizes the individual’s right of self-determination.
• Serve as a mandated reporter in child and elder protective services situations.
• Interact with and maintain good working relationships with other area service and community agencies.
• Maintain detailed knowledge of federal, state, and local benefits and services. When needed, assist clients with filling out forms to access benefits and services; public benefits, housing, financial assistance, legal assistance/advocacy, health insurance information, etc.
• Participate in interdisciplinary service planning and case conferencing. Including but not limited to;mental health providers, school social work staff, health care providers and other city departments.
• Attend other meetings, conferences, on committees, task forces relevant to duties as determined with supervisor.
• Participate in regular staff meetings, staff training programs, supervisory sessions, and accept the responsibility for aiding the development of positive team relationships as requested.
• Work in cooperation with department and other city/school employee members to fulfill duties.
• Meet regularly with Supervisor for review of case material, community needs, and job performance.
• Liaison with private, public, and other City agencies involved in the support of Newton residents.
• Assists in the promotion and utilization of program resources and services to the community at large.
• Maintains contacts to keep abreast of developments in social services field, areas of expertise and trends.
• Adhere to and follow City of Newton, departmental/governmental rules, regulations, policies, and procedures.
• Participate in Emergency responses to crisis situations.
• Performs other duties as required.

Minimum Entrance Qualifications:
Education, Training, and Experience: College Degree and 1 – 3 years related experience in a social services setting and/or training or equivalent combination of education and experience preferred. Excellent computer skills including Microsoft Word, Excel, and Outlook. Experience using databases preferred. Strong typing skills with attention to detail and the ability to conduct computer searches for resources, answers to questions and fact-based information. The ability to develop educational and promotional materials. Valid Massachusetts Driver’s License is required. A strong commitment to public service required.

Knowledge, Ability and Skill:
Knowledge: Position requires knowledge of social service trends and best practices, appropriate responses in a wide range of situations, and appropriate documentation and confidentiality protection approaches.

Ability: Position requires the ability to comprehend the scope of laws, rules and regulations pertaining to specialty area. Ability to organize time, work independently and accomplish tasks despite frequent interruptions. Ability to maintain detailed records and data base. Ability to operate various types of office equipment. Ability to maintain confidentiality of information. Ability to organize clerical and statistical records. Ability to maintain detailed and extensive records and to prepare reports from same. Ability to work effectively under time constraints to meet deadlines. Ability to deal tactfully and appropriately with the general public and City departments in an effective manner. Ability to interpret and follow departmental procedures and guidelines. Ability to be a strong team player. Ability to absorb and learn quickly and maintain a departmental sense of urgency. Ability to use judgement in the analysis of facts and circumstances to solve practical problems and deal with problems involving several concrete variables in standardized situations. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to perform public presentations to educate and support residents and/or colleagues.

Skills: Expertise and skill in using personal computers and common computer programs (Outlook, Word, Powerpoint, Excel) and database and spreadsheet applications. Excellent interpersonal and customer service skills. Excellent writing skills including memos, reports, proposals, analyses and professional communications.

Physical requirements:
(The physical demands described here represent those requirements 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.)

Regularly required to use hands to finger, handle, feel or operate objects, tools, equipment, machinery or controls, and reach with hands and arms as in picking up/accessing paper, files, and other common office objects as well as equipment and supplies relating to programs and needs in the HHS Department. Lifts and/or moves objects weighing up to 20 pounds. Manually operates all office equipment and other necessary equipment. Needs to operate a computer keyboard at an efficient speed.

Performance Standard:
Employees at all levels are expected to effectively work together to meet the needs of the community and the City through work behaviors demonstrating the City’s values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)

Please note that the posted salary range is not necessarily the hiring range. The starting salary typically falls within the first few steps of the posted salary range. The starting salary is influenced by relevant qualifications, and where applicable, by collective bargaining agreement.

Company Description

THE CITY:

The City of Newton is a wonderful place to live and work. Newton has safe and attractive neighborhoods, an excellent public school system, an active community life, multiple transportation systems, proximity to Boston and a well-managed and financially strong City government. The City of Newton has a population of approximately 88,900, with 32,600 housing units and occupies a land area of 18.3 square miles. Newton is principally suburban-residential in character. Unlike many other communities that are established around a single Main Street or downtown, Newton is comprised of thirteen distinctive villages. Newton has a diversified economic base with approximately 4,700 establishments employing approximately 79,500 people. Newton is special in many ways. It is home to a variety of private secondary and post-secondary schools including a portion of Boston College, Lasell University, William James College, Hebrew College, and the UMass Amherst – Mount Ida Campus. The longest stretch of the Boston Marathon runs through the City, including the well-known Heartbreak Hill. Newton-Wellesley Hospital, part of the Mass General Brigham health care system, serves as an important partner to the City. In September 2018, Newton was again ranked #1 in Massachusetts as the best place to live and #12 in the U.S.

OUR GOVERNMENT:

Newton has what is known as a “strong Mayor” form of government with the Mayor having the executive and administrative powers of the City. The legislative branch is comprised of 24 City Councilors. Mayor Ruthanne Fuller was sworn in on January 1, 2018 after serving on the City Council. She ran on a platform of providing Newton’s children with a top-notch education in an inclusive environment where empty nesters, seniors, young families, and people of diverse incomes can live together in vibrant villages and neighborhoods. Mayor Fuller is committed to keeping Newton safe, improving the city’s infrastructure, addressing climate change, providing excellent and responsive city services, and fostering art, culture and community life. The first female Mayor of Newton, she is a tireless advocate for all the city’s residents and is committed to making sure the city is welcoming, inclusive and diverse. The City of Newton was evaluated by Moody’s Investors Services in February 2020 and assigned its highest rating of AAA. Newton was thus well-positioned to weather the pandemic and economic downturn.

AS AN EMPLOYER:

The City of Newton believes that its employees are its greatest asset. To that end, we are committed to supporting our employees by providing competitive wages and growth, a comprehensive benefits package which includes a defined municipal pension plan, quality health and dental insurance plans, generous paid leave benefits, paid holidays, and access to supplemental benefits such as deferred compensation, short term disability plans, flexible spending accounts, and other employee benefits. We also provide access to an Employee Assistance Program and access to employee training and professional development opportunities. We continuously work to review and expand upon our benefit offerings. We encourage you to visit our Human Resources Department website to learn more about our organization and benefits which are available to our employees. And as always, you are encouraged to reach out to our dynamic HR Team by emailing hr@newtonma.gov.

Human Resources Diversity Statement

We recognize our workforce is a source of strength that is vital to our ability to effectively serve the City of Newton’s diverse community. We will:

• Actively recruit, develop, and retain a diverse and talented workforce.
• Proactively address discrimination through education and in partnership with other departments and leaders.
• Serve as a role model to celebrate and nurture diversity.
• Foster inclusion by staying curious and clarifying assumptions.
• Evaluate and develop policies and practices that reflect the diverse nature of our workforce.
• Build and strengthen accountability at all levels to support diversity efforts.

Benefits

• Health insurance
• Dental insurance
• Tuition Reimbursement
• Flexible Spending Accounts
• 457 Deferred Compensation plans
• Metro Credit Union
• Verizon Wireless discount
• Employee Assistance Program
• Generous paid leave time benefits and paid holidays.
• City Retirement (Mandatory)
• Weekly Direct Deposit
• Opportunity to serve the public and join a dynamic team of dedicated employees