Case Manager

Cal Poly Pomona•Pomona, CA

13d•$6,667 - $7,166•Hybrid

About The Position

The Care Center is a key component of the Campus Health and Wellbeing Cluster within the Division of Student Affairs at Cal Poly Pomona. It embodies the University's commitment to holistic and preventative approaches to student wellbeing. The Care Center is the first point of contact for students in distress or of concern, connecting them to essential resources, providing advocacy, and supporting them through crises. Its comprehensive Basic Needs services include Health and Wellness Products and resources, Mental Health Support Coordination, Housing and Financial Support, and Food and Clothing Resources. The goal is to empower students, normalize seeking support, and build a community that prioritizes care, compassion, and student success.

Requirements

Equivalent to graduation from a four-year college or university in a related field plus upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related.
Possession of these knowledge and abilities is typically demonstrated through the equivalent to four years of progressively responsible professional student services work experience which includes experience in advising students individually and in groups, and in analysis and resolution of complex student services problems.
Thorough knowledge of the policies, procedures and practices of the program area to which assigned or the ability to quickly acquire such knowledge.
General knowledge of the policies, practices and activities of Student Services programs outside the program to which immediately assigned; general knowledge of the principles, problems and methods of public administration, including organizational, personnel and fiscal management; general knowledge of advanced statistical and research methods.
Ability to carry out very complex assignments without detailed instructions; advise students individually or in groups on varied and complex matters; determine the appropriate course of action and proper techniques to utilize while engaged with individuals and groups in personal interactions of a sensitive nature; reason logically and analyze and solve organizational and operating problems of one or several program areas; plan, coordinate and initiate actions necessary to implement administrative or group decisions or recommendations; analyze and define complex organizational, policy or procedural problems, collect and evaluate data, draw valid conclusions and project consequences of various alternative courses of action; understand the roles and responsibilities of others and to gauge relationships accordingly by taking into account the variety of the interrelationships, motivations and goals of the members of the organization served; and establish and maintain effective, cooperative and harmonious working relationships in circumstances which involve the denial of requests or the necessity to persuade others to accept a different point of view.
Possession of these knowledge and abilities is typically demonstrated through the Experience requirements above.

Nice To Haves

Master's degree in higher education, student affairs, counseling, social work, or related field.
Previous experience working with Care Teams or Basic Needs related programs.
Proven ability to identify problems/challenges, use sound judgment and reasoning to make crucial decisions autonomously.
Demonstrated ability in managing difficult and complex situations involving students.
Knowledge of advising and counseling techniques within educational settings.
Experience developing and maintaining case management files.
Broad knowledge of resources for physical/mental health care and services, crisis prevention, education outreach to faculty, staff, students, and parents.
Acute attention to detail; excellent oral and written communication to assess services and learning outcomes.
Understanding of the application of FERPA, medical privacy guidelines, and other applicable laws and policies.
Demonstrated ability to work cooperatively with others within a multidisciplinary environment.
Ability to work as a team member and independently.
High degree of personal and professional integrity, a strong sense of ethics, and respect for privacy and confidentiality.
Well-developed skills for conferring with students, faculty, and staff about an emergency.
Experience speaking in a variety of public settings such as classrooms and large group assemblies.
General knowledge of statistics and research methodologies to prepare reports and presentations.
Basic knowledge of applicable university structures, policies, and procedures.
Work occasional evenings and weekends. This position may be required to work extended evening hours in support of evening class needs.
Manage workload with multiple priorities and projects with frequent interruptions and changes.

Responsibilities

Serves as Case Manager in the Care Center, responsible for reviewing and processing incoming reports, meeting with referred students via students' preferred modality (in-person, zoom, phone), and creating action plans to address student needs.
Provides personalized one-to-one care coordination to help students achieve their educational and career goals; responds to student referrals from administrators, faculty, staff, and other members of the campus community and provides feedback/follow-up to referring parties where appropriate and on a need-to-know basis.
Assesses student needs based on presenting concerns from the campus community or the students themselves; formulates an appropriate course of action that addresses, minimizes, or otherwise resolves the presenting concern.
Collaborates with assisting referred students in making use of University and/or community support services and benefits such as CalFresh, Clothes Closet, Emergency Housing, local mental health/counseling services, and medical services.
Assists students who seek withdrawal from courses for medical/mental health reasons by coordinating with the appropriate providers in health and counseling services and the student success office.
Participates in the Students of Concern Team and collaborates on action plans to address concerns.
Tracks the progress of all incoming reports, including management of a centralized database (Maxient). Performs intake tasks for assigned cases.
Designs, implements, and evaluates programs/interventions for increasing awareness of the referral system for students in distress and classroom disruption.
Collaborates with key on and off-campus stakeholders to develop a comprehensive, multidisciplinary, and holistic approach to student health and wellbeing, serving as the primary point of communication with Cal Poly Pomona's Rapid Rehousing Partner and other housing resources.
Monitors completion of action plans and support issued through Care Center processes.
Assists with the collection, analysis, and reporting of students in distress and others referred for supportive services.
Maintains communication with campus offices, faculty, and administrators involved in crisis cases, advising them on the progress of cases and the best course of action regarding a distressed student. Provides consultation to reporters regarding managing current and future contact with the student in distress.
Implements selected recommendations for improvement and augmentation of the current mental health services, particularly new initiatives.
Remains current on prevailing best practices in the field of threat management, college student mental health, and behavioral intervention teams. Attends training annually, and as needed.
Utilizes Maxient (institutional care coordination information system) to schedule care coordination meetings and provide support and resources related to students' wellbeing; maintains confidential student records and tracks student progress in electronic database.
Promotes a community of care by assisting campus-wide trainings on identifying and responding to students with concerns or emergency situations that impact their academic functions.
Develops and delivers specialized curriculum and training programs as requested by campus departments based on their needs, departmental trends, and experiences with students.
Plans and implements publicity/marketing to promote the Care Center and its services.
Coordinates, plans, and implements workshops/training for various audiences regarding the Students of Concern Team and holistic well-being care and support of students.
Coordinates programs to support at-risk students, including exploring new and innovative ways to engage students, faculty, and staff.
Assists in the collection of assessment data; preparing reports and presentations on the basic needs programs and utilization.
Assists in preparation of weekly, monthly, and annual reports of services provided and students served.
Assists in assessing outcomes and developing strategies for improved services, programs, and communications.
Serves on committees, task forces, and working groups designated by the Assistant Dean to further the understanding of our students' needs.
Performs other duties as assigned incidental to the nature of the position or appropriate to the missions of the Students of Concern Team, the Care Center, the Division of Student Affairs, and the university.
Represents the department through committees, services on campus, community, and professional development identified by incumbent and agreed upon with supervisor.
Supports the Division of Student Affairs on collaborative initiatives related to supporting and advocating for students.
Represents Care Services during Extended Hours and Weekend events.