Summary:
The Client Case Manager will provide case management and lead programmatic outreach efforts. The position works closely with the Certified Peer Support Worker (CPSW) and assists as needed in their collection and input of program data. This position processes intakes and enrollment of applicants and clients seeking services through Paws and Stripes both in person and virtually. Reports to the Veteran and Family Support Services Manager.
Key Accountabilities:
1. Responsible for the maintenance, efficiency, and continuous processing of enrollments for all applicants inquiring about VSD, Workshops, Training, Individual Therapy, or any other services Paws and Stripes offers.
Measures of Success
A. Lead enrollment efforts to maintain enrollment above 85% capacity for all programs
B. Builds enrollment strategies to increase representation of underserved Veterans not utilizing VA care by 25% through close of 2026 and maintain 30% or higher thereafter
C. Ensure 25% of individual therapy clients enrolled are rural Veterans experiencing geographical barriers to care utilizing virtual services.
D. Build and maintain first-name relationships with VA social workers and CPSWs providing Suicide Prevention and Behavioral Health support.
E. Manage and maintain all enrollment documents and files
F. Update record keeping software as needed
G. Establish and maintain relationships with past, current, and future clients of any Paws and Stripes programs
H. Maintain assessment data for programs, ensuring all necessary documentation is complete and in accordance with SSG Fox SPGP and Paws and Stripes procedures.
I. Contacts clients to arrange appointments as needed. Scores and files assessments within five days for 100% of all baseline intakes and a minimum of 85% of exiting clients.
J. Conducts home visits as needed
2. Provides Case Management services in compliance with organizational goals and restricted grant requirements.
Measures of Success
A. Utilizes various assessments to determine client needs and acuity. Develops a short-term treatment plan within 30 days of client intake and schedules regular case management sessions with clients until goals are met. Advises clinical team of clients that are deemed high-risk.
B. Compiles and maintains referral lists for various needs. Identifies available community resources. Works closely with the Clinical Director and clinicians to keep clinical referrals up to date and with the training team to keep canine referrals lists up to date.
C. Serves and an advocate for clients on client care teams and with outside agencies when applicable.
D. Initiates and maintains collaborative relationships with community partner agencies
E. Maintains accurate, timely case notes documented within 72 hours of service delivery.
F. Provides clients with information and guidance on available support programs including benefits assistance, VA care, and local community services; conducts follow-up contacts within 14 days to ensure services are provided.
G. Assists in assessment/linkage and referral of individuals in crisis to an outside provider needed.
3. Supports data collection and grant compliance
Measures of Success
A. Works with other members of the team to support grant management, including collection and input of case management and enrollment data, scoring of assessments, and recruitment for programing for the SSG Fox SPGP.
B. Demonstrates understanding of organizational program goals and restricted funding compliance including participation in grant audits, documentation clean ups, and check ins as needed.
C. Completes and enters 100% of case management and assessment data into the designated system within 5 business days.
D. Maintains monthly reports on assessments and other metrics as assigned.
4. Supports other departments as needed
Measures of Success
A. Supports Outreach Coordinator with community outreach efforts (some travel may be required)
B. Works closely with Team Training Manager and Clinical Director to understand staff capacity and fill program slots as appropriate
C. Greets clients and guests as needed.
5. Other duties as assigned
Education and Experience:
- Bachelor's degree in Social Work, Public Health, or other related field
- Minimum one year experience in Case Management or resource allocation and client file management and documentation
- Minimum one year of management experience
- Excellent written and verbal communication skills
- Ability to prepare clear, concise, and accurate reports, correspondence, and other job-related documents for various audiences
- Ability to maintain professionalism and adhere to strict standards of confidentiality
- Ability to work independently and complete tasks in a timely and efficient manner
- Ability to work effectively and communicate appropriately with team members, clients, colleagues, volunteers, donors, and all constituents of the organization
- Commitment to diversity, equity, inclusion, and belonging.
- Skill to gather, analyze and interpret data
- Ability to learn Microsoft Office 365
- Excellent organizational skills
- Conflict Resolution
All applicants are required to submit a background check prior to employment
Preferred Skills/Abilities:
- Knowledge of the VA healthcare system, VA disability rating system and other VA services
- Knowledge of Medicare/Medicaid applications and unemployment and disability applications/systems
- Previous experience with SQUARES or other VA/government software
- Background in Social Work, CPSW, or other related field
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Must be able to operate phones, computers, and other office equipment
- Works at a desk and computer screen for extended periods of time
- Must have the ability to write and speak clearly using the English language to convey information and be able to conduct business over the phone and in person
- Works in a traditional climate-controlled office environment
- Must have a valid driver’s license
- Works in a fluid and fast paced environment dealing with a wide variety of challenges, deadlines and diverse employee and client population
- Daily exposure to dogs
- Be able to occasionally lift thirty (30) pounds
This is a full-time, benefits eligible position. Opportunities for advancement and wage increases based upon successful annual evaluations and job performance. The physical requirements and work environment described in this job description 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.
Job Type: Full-time
Pay: $52,000.00 - $57,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Albuquerque, NM 87110 (Required)
Ability to Relocate:
- Albuquerque, NM 87110: Relocate before starting work (Required)
Work Location: In person
