Case Management Coordinator

Organization and Program Overview

Access Connections to Success (ACTS Career Center) connects individuals with employment opportunities and job training in Southaven, Mississippi, and Memphis, Tennessee. This position supports assigned ACTS workforce development programs and helps participants address barriers to employment and progress toward economic stability. Assignments may include ION (Increasing Opportunities Now), a U.S. Department of Labor-funded program serving justice-involved youth and young adults ages 18–24. ION-specific eligibility, service, curriculum, and reporting requirements apply when the Coordinator is assigned to that program.

Position Summary

The Case Management Coordinator oversees coordinated participant services from outreach and enrollment through training, employment placement, and post-placement follow-up. The Coordinator provides day-to-day leadership and work direction to the Case Manager Specialists, monitors caseloads and service quality; reviews participant records; coordinates case reviews; and supports staff in resolving complex barriers. In partnership with the Program Manager, the Coordinator aligns individualized case management, participant recruitment, employer engagement, job placement, retention support, and accurate program reporting.

Supervisory and Team Coordination Responsibilities

Provide day-to-day supervision, coaching, and workload coordination for the Case Managers Specialists .

Set clear role expectations, work plans, communication routines, and performance goals aligned with program requirements and approved targets.

Conduct regular individual check-ins and team meetings to review participant progress, referrals, recruitment pipeline, employer activity, placements, and retention follow-up.

Coordinate caseloads, participant assignments, employer accounts, recruitment activities, and follow-up responsibilities to prevent service gaps or duplicated effort.

Lead regular case conferences, assign action items and due dates, monitor completion, and elevate staffing, performance, or service-delivery concerns to the Program Manager.

Identify staff training needs and promote consistent use of ACTS procedures, participant-centered practices, documentation standards, and approved data systems.

Exercise formal hiring, disciplinary, or other personnel authority only when specifically delegated by ACTS leadership.

Essential Responsibilities

1. Case Management Coordination

Coordinate participant flow from referral, outreach, recruitment, and eligibility screening through enrollment, assessment, individualized planning, training, employment, and follow-up.

Ensure the Case Manager Specialists completes comprehensive assessments and develops, implements, and updates Individual Success Plans (ISPs) with participants, including career goals, barriers, service needs, measurable milestones, and assigned actions.

Monitor caseloads, engagement, attendance, milestone completion, referrals, and progress toward education, training, employment, and career goals.

Conduct regular case reviews; examine ISPs, case notes, referrals, service plans, and supporting documents for completeness, quality, timeliness, and consistency.

Identify participants who are disengaged, not progressing, or experiencing complex barriers; coordinate intervention plans with the Case Manager Specialists and appropriate partners.

Coordinate referrals and supportive services related to transportation, education, identification, housing, childcare, legal resources, and other employment-related needs; document follow-up and unresolved barriers.

Review supportive-service requests for eligibility and documentation, and route approvals within delegated authority and available program resources.

Provide consultation on complex participant situations and maintain a limited direct caseload or provide coverage when assigned by the Program Manager.

2. Recruitment, Outreach, and Enrollment

Guide the Case Manager Specialists in implementing outreach and recruitment activities that maintain a pipeline of eligible prospective participants.

Coordinate recruitment strategies with community organizations, justice-system partners, referral sources, schools, service providers, and other approved partners.

Monitor inquiries, referrals, outreach contacts, information sessions, applications, eligibility determinations, enrollment conversion, and reasons prospective participants do not enroll.

Ensure recruitment communications accurately explain program eligibility, services, participation expectations, available supports, and applicable requirements.

Review recruitment results and adjust outreach methods, referral relationships, and engagement strategies in consultation with the Program Manager when goals are not being met.

Coordinate intake and enrollment processes; ensure required eligibility verification and supporting documentation are complete before approval under program procedures.

3. Job Development and Employer Engagement

Guide and support the Case Manager Specialists employer outreach, relationship management, job development, and placement activities.

Coordinate identification of employers and job opportunities aligned with participants' skills, interests, readiness, training, and career goals, including employers willing to consider qualified justice-involved applicants.

Ensure employer contacts, job openings, hiring requirements, background-screening criteria when voluntarily and appropriately provided, interviews, referrals, offers, and placements are documented.

Build and maintain relationships with employers, workforce partners, training providers, and community organizations to expand employment and career pathways.

Coordinate hiring events, workplace tours, mock interviews, and employer feedback sessions with program staff.

Review job matches and placement progress with staff; help address barriers that may prevent participants from attending interviews, accepting offers, or starting work.

4. Employment Retention and Post-Placement Support

Guide the Case Manager Specialists in carrying out timely post-placement follow-up with participants and employers during the program's required follow-up period.

Ensure retention contacts, employment status, attendance or performance concerns, job changes, advancement interests, supportive-service needs, and follow-up attempts are recorded in required systems.

Coordinate with the Case Manager Specialists to address early employment challenges, including transportation, schedule conflicts, communication, workplace expectations, and other barriers to retention.

Ensure staff develop timely intervention plans when a participant is at risk of losing employment or stops responding to follow-up efforts.

Ensure participants have access to coaching on workplace communication, professionalism, attendance, conflict resolution, and career advancement.

Monitor retention milestones and outcomes; identify patterns in job separation or early turnover and recommend program or employer-engagement improvements.

Ensure employer follow-up is professional, appropriate, and consistent with participant consent, privacy, confidentiality, and approved information-sharing practices.

5. Workforce Readiness and Integrated Service Delivery

Coordinate job-readiness activities, including resumes, interviews, workplace expectations, communication, goal setting, and career planning; deliver training when assigned and qualified.

Coordinate approved employment-focused cognitive behavioral curriculum when required by the assigned program; ensure facilitators are appropriately trained and refer clinical needs to qualified providers.

Coordinate with staff, training providers, and employers to connect participants with suitable training, credentials, interviews, and employment opportunities.

Monitor attendance, missed appointments, service participation, and disengagement risks; guide timely, respectful re-engagement using strengths-based and trauma-informed practices.

6. Records, Reporting, Compliance, and Service Quality

Review eligibility records, consent forms, assessments, ISPs, case notes, referrals, supportive-service documentation, and employment outcome evidence for accuracy, completeness, and timeliness.

Maintain participant information in approved databases and shared systems; reconcile records and reports, track deficiencies, and verify corrective actions are completed.

Prepare case-management updates and performance information for the Program Manager; monitor enrollment, training completion, placement, retention, and other measures required by assigned programs.

Support monitoring visits and file reviews; follow applicable award conditions, confidentiality requirements, and ACTS procedures.

Promptly report service complaints, safety concerns, and confidentiality incidents through established channels.

7. Community Partnerships and Program Improvement

Maintain effective working relationships with ACTS staff, referral sources, justice-system partners, employers, service providers, and community agencies.

Represent ACTS or ION at partner meetings, case conferences, employer meetings, and community activities as assigned.

Identify gaps in supportive services and recommend resources, referral pathways, and partnership opportunities.

Contribute to continuous improvement of participant flow, staff coordination, recruitment, job development, placement, and retention practices.

Perform other related duties as assigned by the Program Manager.

Required Qualifications

Master's degree in Human Services, Social Work, Counseling, Public Administration, Criminal Justice, or a related field.

At least four years of relevant experience in case management, workforce development, reentry services, or related social services, including at least one year coordinating casework, leading service delivery, mentoring staff, or supervising a team.

Demonstrated experience serving individuals facing significant employment barriers. Experience serving justice-involved youth and young adults is required for an ION assignment.

Strong skills in participant assessment, individualized service planning, community referrals, group facilitation, case documentation, and professional communication.

Ability to review files, interpret program procedures, monitor deadlines, identify performance gaps, and organize multiple priorities.

Proficiency with Google Workspace or comparable office software, spreadsheets, and participant databases such as Salesforce or other systems used by ACTS.

Sound judgment, discretion, respect for participant dignity, and the ability to work effectively with people from varied backgrounds and with internal and external partners.

Preferred Qualifications

Experience with U.S. Department of Labor-funded or other grant-funded workforce programs, program monitoring, and performance reporting.

Formal staff supervision, quality assurance, case-management training, or program-improvement experience.

Training in trauma-informed practices, motivational interviewing, de-escalation, or approved employment-focused cognitive behavioral curricula.

Knowledge of Southaven and Memphis community resources, second-chance hiring, employer engagement, career assessments, and labor market information.

Core Competencies

Participant-centered service; staff coaching and coordination; sound judgment; relationship building; clear communication; documentation accuracy; confidentiality; problem solving; and accountability for follow-through.

Working Conditions and Essential Functions

Work occurs in office, training, community, partner, and employer settings. Local travel between assigned sites and occasional evening or weekend activities may be required.

Regular duties include computer use, maintaining records, conducting individual and group meetings, and traveling between assigned service locations. Essential functions may be performed with reasonable accommodation.

Maintain professional boundaries, use approved safety and escalation procedures, and remain composed when working with participants experiencing difficult circumstances.

Grant Funding and Role Changes

When funded in whole or in part by a grant, this position is contingent upon the release, availability, and continuation of funding. Responsibilities and assignments may change with program needs and funding requirements. This description summarizes the primary duties of the role and is not an exhaustive list of all responsibilities.