Health/Human Service Case Manager II

State of Delaware•Dover, DE

About The Position

As a Health/Human Service Case Manager II assigned to the Division of Social Services’ Customer Relations Unit (CRU), you will serve as a customer-focused liaison supporting clients, stakeholders, and internal program areas. This role is responsible for researching and resolving complex client concerns, responding to escalated inquiries, and ensuring timely, accurate communication regarding public assistance programs. You will review case records, verify documentation, and collaborate with eligibility staff and program supervisors to address issues related to programs such as Food Supplement Benefits (SNAP), Medical Assistance, Delaware Healthy Children’s Program (CHIP), Subsidized Child Care, State Funded General Assistance (GA), and Temporary Assistance to Needy Families (TANF). The position emphasizes problem-solving, customer advocacy, and service recovery, ensuring that client concerns are addressed appropriately and in accordance with policy and regulation. This role is not a call-routing or switchboard position. Instead, it combines analytical skills, written and verbal communication, professionalism, and the ability to manage sensitive situations to provide high-quality customer service. The Case Manager II in CRU plays a key role in promoting transparency, accountability, and trust between the Division of Social Services and the communities it serves, while helping meet the needs of Delaware’s vulnerable and low-income residents.

Requirements

Six months' experience in case management which includes assessing, planning, developing, implementing, monitoring, and evaluating options and services to meet an individual's human service needs.
Six months' experience in making recommendations as part of a client's service plan such as clinical treatment, counseling, or determining eligibility for health or human services/benefits.
Six months' experience in interpreting laws, rules, regulations, standards, policies, and procedures.
Six months' experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
Six months' experience in narrative report writing.
Applicants must be legally authorized to work in the United States.
The State of Delaware participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
All new hires are required to report to the Statewide New Employee Orientation (SNEO) on their first day of employment.

Responsibilities

Interviews client, family, or professional sources to determine the client’s needs for a variety of health and human services which may include employment, job search, and basic skills remediation.
Develops a comprehensive cost-effective service plan utilizing in-house sources, referrals, contracted providers, or institutions (Service plans may include job training and employability, housing, general public assistance, in-home services and supports or home-delivered meals, de-escalation techniques, peer services, or skill development).
Conducts ongoing monitoring and assessment of service delivery for optimum quality and efficiency; authorizes and recommends necessary changes and adjustments.
Maintains comprehensive case records, summaries, statistical and narrative reports, and completes required forms.
Establishes effective working relationships with clients, family, community, and professional sources.
Provides guidance and relevant information to connect clients with needed services which may include protective, adoption, and related services.
Provides information and case coordination on-site, via email or telephone to individuals or groups.
Supplies information and responses to inquiries regarding services for clients, family, community, and government agencies.
May provide supportive casework to clients prior to, during, or after hospitalization based on physician diagnosis and recommended treatment.
Uses automated information systems and computer software to research, review, evaluate, and report on health/human service data.
Communicates and interacts effectively with people across cultures, ranges of ability, genders, ethnicities, ages, and races.
Performs other related duties as required.