Case Manager/ Intake Coordinator

Job Purpose

The role of the Case Manager/Intake Coordinator is to assess eligibility and enroll U.S. Customs and Border Protection (CBP) employees and their eligible family members into the CBP Workforce Wellness Program. This role promotes awareness of available services, serves as a key point of contact for prospective participants, and conducts comprehensive eligibility screenings to ensure timely access to appropriate program resources and support.

Provide comprehensive case management to CBP employees and their families who are seeking a better quality of life. The Case Manager/Intake Coordinator is part of a multidisciplinary team who serves as the bridge between clinical services, wellness services and community resources. This position will work with clients to deliver case management in office settings and/or community-based settings.

Qualifications

ESSENTIAL JOB RESPONSIBILITIES:

• Conduct intake interviews and eligibility screenings for prospective program participants.
• Gather, review, and verify client information and supporting documentation to determine program eligibility.
• Provide program information, guidance, and referrals to individuals who are not eligible for services or when enrollment capacity is limited.
• Identify client strengths, needs, barriers, and service priorities through comprehensive assessments.
• Develop individualized wellness plans in collaboration with clients, establishing goals, recommended services, and support strategies.
• Coordinate and monitor service delivery to ensure client needs are addressed effectively.
• Provide ongoing case management and follow-up services to support client engagement and successful outcomes.
• Facilitate referrals and coordinate care with internal providers, behavioral health clinicians, and external community resources.
• Conduct behavioral health screenings and suicide risk assessments, when appropriate, to identify level-of-care needs and service recommendations.
• Coordinate initial behavioral health appointments and ensure timely access to services.
• Collaborate with clinicians and multidisciplinary team members to address client concerns, safety risks, and service needs.
• Participate in crisis response planning and coordination when necessary.
• Advocate for clients seeking access to wellness services, community resources, and benefit programs.
• Assist clients in navigating complex service systems and overcoming barriers to care.
• Develop and maintain working knowledge of community-based resources and support programs.
• Build and sustain professional relationships with service providers and community partners to strengthen referral networks.
• Maintain accurate, timely, and comprehensive case records, assessments, service plans, and case notes.
• Ensure all documentation meets organizational, regulatory, contractual, and program requirements.
• Protect confidential and sensitive information in accordance with applicable privacy and confidentiality standards.
• Conduct follow-up activities to verify service utilization and assess ongoing client needs.
• Represent the CBP Workforce Wellness Program at outreach, networking, and community engagement events.
• Deliver presentations and educational sessions to stakeholders and community groups.
• Promote program services and strengthen partnerships that enhance service accessibility and coordination.
• Other duties as assigned.
• Demonstrate Exceptional customer service, in Everything you do, by placing the client first to support our mission to "Empower people to build better lives for themselves, their families, and their communities."
  
  

Essential Qualifications

EDUCATION: Bachelor's degree in Social Work, Counseling, Psychology, Human Services, Public Health, or a related field OR any combination of experience and education that results in the required knowledge, skill, and abilities is required.

EXPERIENCE: 1-3 years of experience in case management, client intake, care coordination, behavioral health, social services, employee assistance programs, or related human services settings. Experience with law enforcement, veterans & their families is a strong plus.

ATTENDANCE: Must maintain regular and acceptable attendance at such level as is determined in the employer’s sole discretion.

LICENSES: Driver’s License with clear record. Must be able to successfully pass a government background investigation.

OTHER: Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must not pose a direct threat or significant risk of substantial harm to the safety or health of themselves or others.

Endeavors has a longstanding practice of providing a work environment that is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, marital status, sexual orientation, gender identity, genetic information, disability, military or veteran status, or any other characteristic protected by law. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities.

Endeavors also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email hr@endeavors.org or speak with your recruiter.

Endeavors is dedicated to offering reasonable accommodations for individuals with disabilities. If you are a qualified candidate with a disability and need help submitting your application online, please reach out to us at hr@endeavors.org. If you are chosen for an interview, we will provide further details on how to request accommodations for the interview process.