Client Services Program Manager

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Job Title: Care Manager I

FLSA Status: Exempt

Reports to: Client Services Program Manager

Department: Programs

Summary

Provides intake and services delivery to individuals and families in need of assistance.

Essential Duties and Responsibilities

• Interview and determine eligibility of clients needing assistance at our GRACE client services location.

• Administer assistance as directed by agency guidelines and document client information/services in both paper & computer files.

• Serve as interpreter for Spanish-speaking clients to facilitate connection to service delivery.

• Identify existing community resources available and facilitate collaboration with those resources.

• Identify and initiate programs & services GRACE can offer in addition to those already being offered.

• Share on-call rotation shift for emergency client needs which includes occasional nights or weekends.

• Attend GRACE staff and departmental meetings.

• Respond to client concerns including complaints and/or recognized needs of special populations in absence of Client Services Manager.

• Using experience in client services, assist other Care Managers with challenging client services scenarios as needed or as requested to ensure consistent high level of client support across the department.

• Other duties as assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Cost Consciousness - Works within approved budget; conserves organizational resources.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports

affirmative action and respects diversity.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree from four-year college or university in Social Work, or related degree, or one to two years' relevant experience as a case manager for individuals and families. Combination of work experience and education will be considered.

• Bilingual (Spanish/English)

Supervisory Responsibilities

This position does not directly supervise employees.

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

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands to finger, handle, or feel and talk or hear.

The worker is required to have color, peripheral, distance, depth, ability to adjust and close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal and expansive reading

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The above is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.