Case Manager

The Case Manager serves as the primary contact for a dedicated population of program applicants who require financial assistance. This role will maintain a complete understanding of all applicable program policies, requirements, and procedures and review all cases within the guidelines established. The Case Manager may assist with or lead day-to-day case management activities, which may include processing, monitoring, tracking, and reporting applications within a functional area with little or no direct supervision. This role may specialize in specific subjects within the functional area.

Local travel may be required at times.

Job Duties

• Provides excellent and consistent customer service and support to applicants, the client, constituents, and program team members
• Assists applicants with the completion and submission of their program applications, as needed
• Reviews submitted applications for completeness and ensures that the program has received all documentation and information needed to perform an eligibility review
• Reviews applicant vulnerability factors and assign appropriate priority status to their application
• Conducts an orientation and introductory call to assigned applicants and request any application documentation or information needed to make the application complete
• Ensures program applicants are continuously updated regarding the status of their program application
• Provides frequent, diligent, and professional communication
• Obtains a working knowledge of applicant needs and program eligibility criteria
• Understands program requirements and other key objectives
• Understands program processes from start to finish and communicates those processes clearly to applicants
• Gathers applicant documentation and uploads to program system of record
• Records all communications in the program system of record
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities

Education:

• High School Diploma or GED, required
• Associate degree, preferred
  
  

Experience:

• Two or more years’ experience providing customer service and or clerical work, required
• Knowledge of creating tables and graphs in Microsoft Excel, required
• Previous grant writing, grant coordinating or grant management experience preferred
• Experience relevant to the functional area and/or experience providing specialized advisory service

License/Certifications:

• Valid driver’s license and good driving record, required

Software:

• Proficient in the use of Microsoft Word, Excel, Outlook, required

• Proficient in the use of the internet, required

Language:

• Bilingual in English / Spanish preferred

Other Knowledge, Skills & Abilities:

• Ability to manage effectively with or without subordinates

• Knowledge, skills, and abilities necessary to perform the job function with little to no supervision, while remaining acutely aware of timelines, meeting deadlines, and performance measures
• Ability to acquire a working knowledge of applicable rules and regulations and the ability to provide technical assistance
• Excellent written and verbal communication skills, strong analytical skills, ability to work independently, and effective interpersonal skills
• Ability to quickly learn new software applications
• Detail-oriented with close attention to program compliance requirements, record keeping guidelines, and file closeout expectations
• Strong customer service skills and knowledge of customer service best practices

Ability to maintain the confidentiality of program information