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Intake Case Manager

Company: City of Hampton, VA
Location: Hampton
Posted on: June 23, 2022

Job Description:

FunctionPerform complex duties and assist other staff members in the planning, development, and implementation of policies, procedures, and programs to increase the self-sufficiency of customers seeking or receiving public assistance. Administers the Diversionary Assistance intake duties. Assumes leadership responsibilities in a cross-trained, self-directed team environment while positively contributing to team and departmental outcomes.Examples of Work Meets with customers to assess their needs in order to determine appropriate services available through HDSS and/or other community resources. Conducts interactive interviews using competency-based techniques to identify customer/client needs for the following assistance: housing, utilities, domestic violence, daycare, employment, education, health services, furniture, healthy start, mental health, substance abuse, etc. Explains the programs and program requirements to customers, to include the VIEW and FASTFORWARD programs. Responsible for all Family and Children's program and for the General Relief and Refugee programs. Provide direct customer service to reduce dependency on public assistance and increase customer self-sufficiency. Participate with other team members in identifying and accomplishing team objectives to include meeting or exceeding accuracy and timeliness standards of 92% and 94% respectively, in sharing responsibility for all team activities, and in leading the team when appropriate. Participate in personnel decisions to include recommending achievement awards, developing and monitoring team performance contracts, and recommending performance improvement plans where appropriate. Actively participate in team activities such as planning, problem-solving, and goal setting. Provide performance feedback to fellow team members both informally and through peer evaluation. Assist Senior Case Managers in coordinating team development activities including individual and group training in one or more functional areas. Work with other team members to monitor cases to achieve benefit accuracy and effective application of intensive case management guidelines. Mentor less experienced team members to enhance their professional development and organizational effectiveness through cross-training and individual conferences. Lead team and/or departmental projects, as appropriate. Perform complex and highly responsible duties in administering all eligibility and other appropriate social service programs. Interact with customers utilizing the principles and practices of self-sufficiency interviewing and intensive case management. Assist customers or refer them to appropriate team members, community agencies, or organizations. Help customers complete applications and other paperwork as needed. Determine customer eligibility for benefit programs and services. Maintain an active caseload and determine eligibility on an accurate and timely basis. Determine appropriate benefit and service levels for eligible customers. Learn to identify and assess barriers to self-sufficiency such as substance abuse and educational deficiencies. Administer basic and complex programs such as TANF (Temporary Assistance for Needy Families), Medicaid, General Relief, Food Stamps, SLH (State & Local Hospitalization), and Emergency Services, Family and Children's program and the Refugee programs. Work with diverse groups to engage the community in developing collaborative programs to address employment, housing, transportation, medical, and crime prevention needs. Assist customers with setting and attaining goals related to employment, successful family relationships, and self-sufficiency. Establish and maintain case records and complete appropriate reports. Complete "interactive" client interviews and enter data in the appropriate computer system. Complete preliminary fraud assessments as needed. Provide on-going management of a caseload to ensure accuracy and timeliness. Learn to develop and implement a variety of innovative programs, policies, and strategies to increase customer self-sufficiency. Work with more senior team members to expand services to customers by networking, seeking grants, and engaging in job development activities. Learn to develop and coordinate non-traditional financial resource development such as grant-writing, use of volunteers, and collaboration with business and community groups. Perform other related duties as assignedQualificationsGraduation from high school or GED. Two years of college course work indicative of such characteristics as continuous learning, self direction, oral and written communication and time management. Bachelor's degree preferred. Willingness to participate as a team member and to pursue professional development such as attainment of an Associate's degree or Bachelor's degree, or participation in other advanced training or education. Minimum one (1) year of experience working in Virginia Case Management System (VACMS). Two years experience as a Case Manager in the City of Hampton or equivalent experience. Considerable experience in administering human service delivery and/or financial benefit programs such as AFDC, food stamp, and other benefit and child welfare programs. Knowledge of the principles and practices of intake and competency based interviewing methodology. Experience working in a team and/or customer service setting required. Skills required: Personal computer; time management; competency based interviewing; good listening; strong leadership; problem solving. Ability to: type and perform basic math operations; work independently and make sound decisions; plan, coordinate, and prioritize multiple activities and projects; deal with diverse groups; communicate effectively orally and in writing; handle stressful situations; establish and maintain effective working relationships; train others; apply complex policy procedures. Other requirements include: a desire to provide exceptional customer service; a willingness to respond to customer needs; patience; tact; attention to detail. Any acceptable combination of education and experience that qualifies an applicant may be substituted for the more specific requirements listed above. Individuals under consideration will be subject to a criminal background check.FeaturesPerform duties under the general supervision and leadership of senior staff members, supervisors, and the Performance Support Team. Must achieve a passing score per departmental guidelines on policy training and tests in all major program areas before completion of one year probationary period. Requires flexibility and willingness to learn a broad range of skills and to function effectively in a variety of assignments. May be required to work non-standard hours including evenings and weekends. Extensive contact with the general public, related agencies, community organizations, agency staff and other city departments. This position is considered essential/emergency personnel for purposes of emergency/crisis management to include being "on call" or responding to emergency situations during inclement weather and/or other job-related conditions. This is a non-exempt position.

Keywords: City of Hampton, VA, Hampton , Intake Case Manager, Executive , Hampton, Virginia

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