Client Case Manager

Key Accountabilities: 

1. Responsible for the maintenance, efficiency, and continuous processing of enrollments for all applicants inquiring about VSD, CAP, Workshops, Individual Therapy, or any other services Paws and Stripes offers. 

Measures of Success 

• Lead enrollment efforts to increase the number of enrollees in the programs 

• Manage and maintain all enrollment documents and files 

• Update record keeping software as needed 

• Establish and maintain relationships with past, current, and future clients of any Paws and Stripes programs 

• Maintain assessment data for programs, ensuring all necessary documentation is complete 

• 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. 

• Conducts home visits as needed 

2. Provides Case Management services in compliance with organizational goals and restricted grant requirements.   

Measures of Success 

• 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.  

• Compiles and maintains referral lists for various needs. Identifies available community resources. Works closely with the clinical supervisor and clinicians to keep clinical referrals up to date and with the training team to keep canine referrals lists up to date.  

• Serves and an advocate for clients on client care teams and with outside agencies when applicable.  

• Initiates and maintains collaborative relationships with community partner agencies 

• Maintains accurate, timely case notes documented within 72 hours of service delivery. 

• 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.  

• Assists in assessment/linkage and referral of individuals in crisis to an outside provider (VA, in-patient, etc.) as needed.

  
  

  3. Supports data collection and grant compliance 

Measures of Success 

• Works with Programs Research Manager, Director of Programs and 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. 

• Demonstrates understanding of organizational program goals and restricted funding compliance including participation in grant audits, documentation clean ups, and check-ins as needed.  

• Completes and enters 100% of case management and assessment data into the designated system within 5 business days. 

• Maintains monthly reports on assessments and other metrics as assigned.

  
  

  4. Supports other departments as needed 

Measures of Success 

1. Supports Outreach Coordinator with community outreach efforts (some travel may be required) 

2. Works closely with Team Training Manager and Behavioral Health Clinical Supervisor to understand staff capacity and fill program slots as appropriate 

3. Greets clients and guests as needed.   

   
   

   5. Other duties as assigned, reports to Director of Programs 

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 

• Be able to occasionally lift thirty (30) pounds