Case Management Services Manager


COVINA, CA 91724
United States

Job Category


Job Description

The Case Management Services Manager is responsible for planning; developing, managing, administering and implementing community based social services within the case management programs. This position provides oversight to the Senior Services and Domestic Violence Case Management programs, supervises the client services functions, including day-to-day supervision of the case management staff by providing consultation, guidance, direction, problem resolution, and seeking input from the Program Director, when necessary. This position will provide direct services within the Senior Services Program and direct service support within the Domestic Violence Program.

The essential functions include, but are not limited to the following:
• Plans, administers, and manages community based social services programs including case management; telephone reassurance; legal assistance services; in-home services such as housekeeping, personal care, chore and home modification services; respite services; and other client-based individual services;
• Identifies needs of clients and plans, develops, implements and monitors programs to meet those needs, ensuring compliance with grants and contracts and YWCA-SGV policies;
• Ensures the effective and efficient operation of a well-organized and client-friendly social service delivery system that:
1. maintains a referral process that is effective and efficient; each client or referral party having a thorough understanding of YWCA case management program; proper screening conducted and verification of eligibility; and efficient coordination of distribution of linkages to case managers that adheres to program guidelines;
2. identifies needs of clients through a comprehensive bio-psychosocial assessment;
3. assists each client in developing a Care Plan to determine linkage to appropriate service with respect to practical problems such as Social Security, housing, budgeting, home delivered meals, planning and medical needs;
4. maintains accurate case records;
5. accurately maintains current client status reports and case logs in client files
6. follows-up as necessary and checks progress towards identified client needs and goals;
7. monitors and assesses clients’ progress through frequent contact with client and/or community services providers;
8. completes other tasks as necessary in order to ensure effective quality social service delivery;
• Implements and manages all associated record-keeping and MIS systems, including a system for preforming individual assessments and developing individualized “service plans” including service goals; time frames, selection of appropriate services, and provision for periodic re-assessment; ensures accuracy and completeness. Seeks corrections, timely completion and/or clarification of documentation from case managers through reinforcement of policies and procedures.
• Identifies needs, oversees development of training programs and coordinates implementation of all training for staff and volunteers in assigned programs.
• Monitors all assigned program activities and services to ensure that culturally competent Social Work practice is provided to each individual or community that responds respectfully to people of all cultures, languages, religions, races, classes, ethnic backgrounds, and other diversity factors that ensures compliance with grants and contracts and program policies.
• Works as a team member with the Program Director, Chief Executive Officer, Chief of Program in all management areas including program management, contract management, information technology operations, grant proposals, program audits and grant compliance.
• As part of the social services program, management team makes recommendations to the Chief of Programs, and may receive authorization to implement policy and procedural changes.
• Assists in preparation and implementation of program events. Attends all program meetings, staff meetings, group supervision and other needed meetings.
• Preforms supervisory duties including interviewing applicants; facilitating disciplinary and evaluation meetings; assigning and reviewing progress of assignments and activities in relation to compliance to timelines through monitoring of case management reports and logs; assigns case manager office coverages and monitors daily itinerary; monitors fieldwork to ensure effectiveness in service delivery; conducting performance appraisals; and developing higher levels of expertise in staff members by encouraging further training, participation in seminars and providing learning opportunities within the Agency/Program.
• Provides guidance and leadership to interns and volunteers including recruiting and training, and retention. Ability to work effectively with small groups, advisory boards and the community.
• Maintains confidentiality in all matters of Agency/Program personnel, operations and clients; and maintains a professional relationship with clients at all times.
• May transport grant proposals, document’s and other program related materials to funders, program partners, cities and other collaborative members.
• May assist the chief of programs with special projects and other management assignments.

• Bachelor’s Degree in social work, psychology, public health, human services or a related field and a minimum of five years’ experience in the case management field or with administration and supervision of client services functions.
• Excellent working knowledge of information and referral programs and the ability to develop and expand.
• Knowledge of and sensitivity to issues affecting clients, their families and the community.
• Excellent verbal and written communication skills.
• Outstanding networking and communication skills; ability to relate to a wide variety of people.
• Ability to work independently with a minimum of supervision and make mature and independent decisions.
• Maintains a professional appearance.
• Ability to maintain confidentiality in all matters related to the agency and positive communication with staff, board members and the community.
• Excellent working knowledge of community based social services and the techniques involved in utilizing these services in working with clients in community based social service modality.
• Ability to relate and interact with clients in a positive and supportive manner, while offering them the opportunity to progress in the social service delivery process at his or her own determined degree of involvement.
• Ability to positively participate as part of a team.
• Ability to support the mission and philosophy of the YWCA, which includes acceptance of multicultural diversity.
• Current California Class C driver’s license and a driving record acceptable to the agency’s insurance carrier.
• Knowledge of laws and regulations applicable to work, including HIPAA regulations
• A focus on serving the members, gaining the member’s respect and trust, and always acting with the member in mind
• 40-hour Domestic Violence training is required and can be completed upon hire.
• The ability to type [50] WPM accurately; proficient in use of 10-key and other office equipment; intermediate computer skills including experience with Microsoft Office products, including but not limited to Word, Excel, and Outlook; ability to learn and use the credit union PC hardware and software
• Proficient in English grammar and spelling with excellent oral and written communications
• Willingness to attend training seminars and meetings outside normal working hours
• Must have a proactive and positive attitude toward members, supervisors, co-workers, and the credit union

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.


Bachelor’s Degree in social work, psychology, public health, human services or a related field and a minimum of five years’ experience in the case management field or with administration and supervision of client services functions.

Excellent working knowledge of information and referral programs and the ability to develop and expand.

How to Apply

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