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Case Manager

Application due:  August 9, 2024  *  Classification:  Full-time employment  *  Reports to: Director of Programs

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

  • Excellent oral and written communication skills.
  • Excellent organizational and time management skills.
  • Ability to work independently.
  • Client documentation skills.
  • Strong problem-solving skills.
  • Research skills.
  • Conflict resolution skills.
  • 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.


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


  • Basic computer knowledge (Word and Excel, PowerPoint, Outlook) required.
  • Some knowledge of case management information systems is desirable.
  • Minimum of two years’ experience working in social work/human services required.
    At least one year of recent case management experience is a plus.
Physical Requirements
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel objects, reach with hands and arms, and to stand, walk, bend or lift up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
THAW will make reasonable accommodations necessary to comply with the ADA regulations.
Travel Requirements
Limited local travel for this position may be required (5-25%). Employee must have use of reliable transportation. A valid driver’s license and vehicle insurance is required if using a personal vehicle on company business.
Work Environment
This position operates in professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
COVID-19 Considerations
THAW has instituted mandatory vaccine requirements and currently works a hybrid schedule (minimum 2-3 days in the office/week).
The Heat and Warmth Fund (THAW) is stabilizing and empowering Michigan families, keeping them healthy, safe, and warm. Since its inception in 1985, THAW has distributed over $220 million in assistance to more than 300,000 Michigan households.
The Heat and Warmth Fund (THAW) is an equal opportunity employer. THAW does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

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