Case Manager

The case manager will be responsible for enhancing the effectiveness of THAW’s programs by utilizing household needs assessments to identify, plan and coordinate needed services with the Michigan Department of Health and Human Services, partner agencies and other resources needed to increase household stability. Provides case management services to customers including assessment, planning, implementation, and evaluation. Will work closely with Outreach and Utility Assistance Center teams to identify trends and strengthen agency partnerships through collaboration and consistent communication; work with agencies to stay up to date on services available; and serve as the liaison between the client, agencies and utility partners when necessary. Expected to assess, plan, implement, monitor and document required action steps to address client needs, while adhering to specific program guidelines.

Essential Functions

Assess clients’ needs through intake interviews and evaluating needs assessments.
Work with program director to strategically identify appropriate agency partners based on identified goals.
Maintain up to date information on community resources and programs available to assist THAW clients.
Build solid relationship with partner agencies and other community agencies to effectively coordinate services for clients.

Assist with development and maintenance of referral database.
Make necessary referrals based on client need, program criteria and available resources.
Schedule appointments; coordinate services; and research resources.
Advocate for needed services; identify additional resources; and provide appropriate crisis intervention, if needed.
Document and review case notes in client database; log events and progress.
Conduct/monitor client case management success through monthly audits.
Disseminate client results and obstacles to executive team and key stakeholders.
Liaison between THAW, partner agencies, utility partners and other community referral sources.
Improve staff competence by providing community resources; identifying trends within client base and service community; and make recommendations on changes in program focus for better results.
Collect, analyze, and summarize data results and trends; provide reports.
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.
Perform other duties as assigned.

Knowledge, Skills, and Abilities

Strong understanding of the challenges faced by income challenged families and individuals.
Excellent interpersonal, communication (written and verbal), and active listening skills.
Ability to work effectively with diverse populations with empathy and cultural competency,
using a compassionate, non-judgmental, and client-centered approach.
Highly organized, detail-oriented, and able to manage a high-volume caseload.
Ability to work both independently and as part of a team.
Valid driver’s license and reliable transportation may be required.
Strong knowledge of community organizations and ability to develop partnerships.
A proven ability to think strategically, analyze critically, and translate ideas and insights into
action through coherent and viable programs and plans.

Education and Experience

Bachelor’s degree required, BSW preferred.
Additional certifications appropriate to the position and human service setting a plus.

Minimum of 2-3 years of experience in case management, social services, or a related field,
preferably within a non-profit setting. At least one year of recent case management experience
is a plus.
Proficient in using client management databases, Microsoft Office Suite (Outlook, Word,
Excel, PowerPoint), and other relevant software.
Minimum of two years’ experience working in social work/human services required.