Employment Services Case Manager (Career Center Services)

Equus•Raleigh, NC

About The Position

The Employment Services Case Manager counsels and assists customers with job-search strategies, career advice, and training issues. The role identifies barriers to employment, establishes professional goals and plans, connects customers with outside resources as needed, and monitors participation so customers can make effective use of program opportunities. The Case Manager supports intake and eligibility determinations, gathers documentation, and provides case management in compliance with WIOA requirements. The position also assists customers with post-secondary enrollment and participation, offers motivational and needs-based supportive services, and coordinates with business services staff to connect job seekers with available roles and relevant preparation. The Case Manager maintains accurate customer records in a computer tracking system, including enrollment, case notes, placement data, follow-up information, and service activities. The role manages day-to-day customer relationships, addresses concerns, follows complaint procedures, protects confidential information, communicates with coworkers and outside agencies, and works toward performance goals. The position requires knowledge of occupations, career paths, job-search resources, community services, and local needs. Work is performed in a professional office environment. The position requires first-shift availability, overtime when required, and travel when necessary.

Requirements

Bachelor of Arts or Bachelor of Science in psychology, marketing, business, human resources, or a related field.
More than two years of relevant work experience.
Experience working with career counseling consumers in a high-volume work environment, particularly in human services or workforce development, or an equivalent combination.
Strong communication, organizational, computer, and publishing skills; ability to communicate clearly and concisely.
Ability to relate well to individuals and motivate them.
Experience presenting workshops and working with individuals who have one or more barriers to employment.
A referral network with community human services agencies and ability to provide intervention services as needed.
Knowledge of job-search strategies, resources, and action plans.
Ability to follow instructions, adapt, work flexibly, and learn quickly.
Creativity and ability to meet deadlines.
Ability to work under pressure, remain goal-oriented, and work well within a team.
Demonstrated customer service and computer skills, including experience with word processing and spreadsheet software.
Familiarity with communities served and knowledge and understanding of local needs and resources.
Availability to work first shift and overtime if required.
Ability to travel when necessary.

Responsibilities

Counsel and assist customers with job-search strategies, career advice, and training issues.
Identify barriers to employment and establish professional goals and plans with customers.
Identify outside resources, programs, and services for customers when needed.
Advise, monitor, and track customer participation to help them make effective use of program functions and opportunities.
Accurately enter enrollment, case management notes, job placement data, follow-up information, and service delivery activities into the computer tracking system.
Manage day-to-day customer relationships, promptly address concerns with an action plan, and document findings in clear, concise, and timely case notes.
Maintain knowledge of occupations and career paths to support customer assessment, placement, and selection of appropriate services.
Identify training needs and ensure appropriate training is provided.
Assist with intake and eligibility determinations and collect documentation demonstrating eligibility for program services.
Perform case management in compliance with WIOA program regulations and requirements.
Assist WIOA customers with enrollment and participation in post-secondary activities to ensure program objectives are met.
Provide motivational support during job searches and post-secondary training.
Assist students with supportive services based on assessed needs.
Collaborate with the business services team to identify available jobs, required qualifications, and useful workshops and training.
Communicate with other functions, staff, and outside agencies to exchange information and resolve issues related to assigned activities.
Meet performance goals and ensure customer complaint procedures are followed.
Maintain confidentiality of customer information.
Attend required meetings and training.
Understand and implement NCWorks Career Center requirements, including its mission, core values, standards, and guidelines.
Travel when necessary.