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, training issues, barriers to employment, and professional goal setting. The role identifies outside resources and services, monitors customer participation, and supports customers through job searches and post-secondary training. It also helps customers access supportive services based on assessed needs and works with the business services team to connect job seekers with available jobs, qualifications, workshops, and training. The Case Manager performs intake and eligibility activities, collects eligibility documentation, and carries out case management in compliance with WIOA requirements. The role accurately records enrollment, case notes, placement, follow-up, and service-delivery information in a computer tracking system. It manages customer relationships and concerns, follows complaint procedures, protects confidential information, and works with staff and outside agencies to resolve issues. The position is responsible for meeting performance goals, attending required meetings and training, and implementing NCWorks Career Center requirements. The work takes place in a professional office environment; first-shift work, overtime when required, and travel when necessary are specified.

Requirements

Bachelor of Arts or Bachelor of Science in psychology, marketing, business, human resources, or a related field, plus two or more years of relevant work experience.
Experience working with career-counseling consumers in a high-volume environment, particularly in human services or workforce development, or an equivalent combination.
Strong communication, organization, 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 people facing one or more barriers to employment.
A referral network with community human-service 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, learn quickly, meet deadlines, and work creatively under pressure.
Goal-oriented and able to work effectively within a team.
Demonstrated customer-service skills.
Computer proficiency, including experience with word-processing and spreadsheet software.
Familiarity with the communities served and understanding of local needs and resources.
Ability to work first shift and overtime if required.
Willingness to travel when necessary.

Responsibilities

Counsel customers on job-search strategies, career decisions, and training issues; identify employment barriers and establish professional goals and plans.
Identify outside resources, programs, and services for customers as needed.
Advise, monitor, and track customer participation to help customers make effective use of program opportunities.
Accurately enter enrollment, case management notes, job placement, follow-up, and service-delivery information in the computer tracking system.
Manage day-to-day customer relationships, address concerns promptly with an action plan, and document findings clearly and promptly in case notes.
Maintain knowledge of occupations and career paths to support customer assessment, placement, processing, and service decisions.
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 so they can meet program objectives.
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 jobs and qualifications and determine relevant workshops and training for job seekers.
Communicate with staff, other functions, 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 and implement NCWorks Career Center mission, core values, standards, and guidelines.
Travel when necessary.