Mission Case Worker

The Mission Case Worker support Case Managers with resource coordination: initiate referrals, confirm eligibility requirements, support appointment scheduling, and complete follow-up to confirm resource connection.

Responsibility Level

Implements strategies to achieve the goals for the organization and Mission Services. Sustains policies, procedures and programs. Typically works on projects and tasks that span 3 – 12 months.

Principal Duties

• Support Case Managers with resource coordination: initiate referrals, confirm eligibility requirements, support appointment scheduling, and complete follow-up to confirm resource connection.
• Conduct needs screening and gather information to support appropriate resource matching; identify access barriers (documentation, transportation, scheduling) and help service seekers navigate next steps
• Maintain and continuously update a resource catalog and partner contacts; share updates with the team.
• Coordinate supportive services processing (as applicable): collect required documentation, communicate with vendors/providers, track distribution (e.g., vouchers), and gather invoices/receipts for approval and audit readiness.
• Track referral status and service seeker follow-through; identify patterns or recurring barriers and communicate to Case Managers/Program Manager for plan adjustments.
• Provide customer support to service seekers by answering questions, explaining processes, coordinating reminders and meeting logistics, and appropriately escalating complex needs to the Case Manager or other designated team members.
• Meet with service seekers through a combination as required by the program model (eg.,in-person/virtual/community-based meetings), primarily for resource connection and follow-up
• Document service seekers contacts, referrals, supportive services, and outcomes accurately and on time in required systems; maintain confidentiality and data integrity.
• Participate in staff training, team meetings, and continuous improvement activities; contribute operational insights on resource flow and partner performance.
• Maintain flexible scheduling when needed for service seekers engagement, consistent with program practices.
• Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Periodically serves as a team member or subject matter expert on formal or department projects. Effectively engages in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
• Problem Solving: General supervision, regular review of work by manager or senior coworker. May be paired with senior team member for development purposes. Uses skills to solve problems of routine complexity; able to identify root cause, interpret data, and resolve issues.
• Technical Skills: Fundamental knowledge of professional principles and skills. Works in compliance with established procedures.
• Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedules and interest permit.
• Responsible for completing other duties/responsibilities as assigned.
  
  

Requirements

• Two years of college education or experience equivalency, and a minimum of 1 year experience.
• Experience in resource coordination, human services support, customer service navigation, or similar service seekers-facing support work.
• Strong working knowledge (or ability to learn) community resources and eligibility considerations; ability to maintain accurate resource information.
• Strong organizational skills, attention to detail, and ability to manage documentation and follow-up deadlines.
• Proficiency in Microsoft Office; ability to learn/use case management and tracking systems.
• Must have a valid Driver’s License, a vehicle, and insurance coverage and willing to drive within the program service area to meetings.
• Spanish preferred (program dependent).
  
  

Core Cultural Competencies

• Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
• Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.
• Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
• Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
• Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
• Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.
  
  

Physical/Sensory Demands

Remain stationary for sustained periods of time while completing documentation, participating in meetings, and performing computer-based work. Ability to move about to accomplish tasks, including travel between office, community, and partner locations within the program service area. Occasionally lifts and/or moves up to 20 pounds (files, supplies, program materials). Must be able to operate a computer or similar technology, which typically involves substantial motions of wrist, hands, and/or fingers. Visual acuity to perform activities such as preparing data, reviewing documentation, and operating equipment. Ability to communicate with others and exchange information in person, by phone, and virtually. Must be able to operate a motor vehicle to travel to service seeker meetings, partner sites, and community locations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.