Case Manager - FSET

Job Purpose

Are you a people person with excellent customer service and communication skills? Do you enjoy helping others, answering questions, and finding solutions? Were looking for a customer-focused Case Manager who enjoys building relationships, connecting people with resources, and making a difference through every interaction.

In this role, you'll serve as a key point of contact for customers, helping them navigate program services, understand their options, overcome barriers, and access the support they need. Strong phone skills, professionalism, follow-through, and the ability to make people feel heard and supported are essential to success. Whether you're answering questions, making outreach calls, coordinating services, or resolving concerns, you'll play an important role in creating a positive customer experience.

Essential Job Functions

- Serve as a primary point of contact for customers, providing friendly, professional, and responsive customer service through phone calls, outreach, and in-person interactions.

- Build positive relationships with customers by actively listening, demonstrating empathy, communicating clearly, and creating a welcoming and supportive experience.

- Handle incoming and outgoing calls with confidence, professionalism, and strong attention to detail, ensuring customer questions and concerns are addressed promptly.

- Proactively reach out to customers to encourage engagement, provide updates, answer questions, and help them stay connected to program services.

- Guide customers through various stages of the application and enrollment process, explaining program requirements, eligibility, benefits, and available services.

- Work collaboratively with customers to identify needs, establish goals, address challenges, and develop solutions that support their continued success.

- Connect customers with community resources and services, including education and vocational training, healthcare, childcare, transportation, mental health and substance use services, legal assistance, and other support programs.

- Follow up consistently to ensure customers receive the assistance they need and that outstanding questions or concerns are resolved.

- Collaborate with internal team members and community partners to coordinate services, share information, and resolve customer issues.

- Recognize and communicate barriers to customer engagement, helping identify solutions and opportunities for improved service delivery.

- Maintain accurate and timely documentation of customer interactions, phone calls, outreach efforts, and case activities.

- Promote a safe, professional, and respectful work environment and report incidents according to agency procedures.

- Perform other duties as assigned.

Qualifications

Required Technical Skills, Experience, Education, and Credentials:

Minimum Required Education: High school diploma or GED required; Associate's degree from an accredited college or university preferred.

Minimum Required Experience: Experience in customer service and working with different populations preferred. Background in W2, FSET, or community-based programs or employment programming and services are a plus.
Travel Type: None
Knowledge, Skills, & Abilities:

- Proficient in Microsoft Office products

- Ability to develop, evaluate, and implement a case management plan meeting all milestones

- Ability to work with customers in a caring and respectful manner and with due understanding of and consideration for their unique circumstances

- Excellent organizational, written, and verbal communication skills

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment

- Ability to work as a team member, as well as independently

- Flexibility to Change: Adapts to changing business needs, conditions, and work responsibilities

- Actively Listens: Asks questions in ways that enhance the clarity, quality, and reliability of information

- Probes for Understanding: Asks questions in ways that enhance the clarity, quality, and reliability of information

- Self-Directed: Effectively manages one’s own time, priorities, and resources to achieve goals.

- Personal Accountability: Assumes personal accountability for achieving goals, outcomes and deadlines.

Physical Requirements, Visual Acuity, and Work Conditions:
Physical Requirements: Must be able to remain in a stationary position for an extended period of time. Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds. Twisting, turning, reaching, squatting, bending, pushing and pulling throughout the day. Hours of general business operation are 8:00am – 5:00pm, however, schedule will be modified as needed to meet the needs of programming and client care.
Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal.
Working Conditions: Work is constantly performed in an office environment. Exposure to bright lights. Interaction with person’s presenting with challenges or significant barriers to work.