Help 365 Senior Case Manager

NY Common Pantry•New York, NY

11d•$29 - $31•Onsite

About The Position

New York Common Pantry is one of the city’s largest hunger relief organizations, providing food assistance, case management services, senior food provision, nutrition education, and hygiene services. We are a dynamic, mission-driven organization experiencing rapid growth and expansion. NYCP is a poverty-fighting organization that reduces hunger and promotes dignity, health, and self-sufficiency by using a holistic approach. Last year, we assisted over 764,000 visitors, served over 11.7 million meals, and accessed $10.7 million in public benefits resources for our guests. Through an array of programs that we offer, we look to establish long-term stability for those we serve. The Help 365 Senior Case Manager serves as a senior member of the Help 365 team, providing direct case management services while supporting the daily operations, quality assurance, and overall effectiveness of the case management program. This position assists individuals and families in accessing public benefits, emergency food assistance, housing stabilization resources, and other community services that promote long-term self-sufficiency. In addition to maintaining an active caseload, the Help 365 Senior Case Manager provides day-to-day guidance, training, and operational support to Case Managers and volunteers at the NYCP East Harlem location, monitors data quality and program compliance, and assists the Assistant Director of Social Services with program oversight, reporting, and workflow coordination. The Help 365 Senior Case Manager will report to the Assistant Director of Social Services at the 8 East 109th Street location. The schedule for this position is Tuesday through Saturday, 9 AM - 5 AM; 1-hour unpaid lunch. This is a Full-Time position, 35 hours a week, non-exempt.

Requirements

Full professional proficiency in both English and Spanish is required.
A Bachelor’s degree in Social Work, Human Services, or a related field; equivalent work experience is preferred.
Commitment to helping the communities in need and NYCP’s work and mission.
Experience managing challenging interactions and de-escalating situations with clients while maintaining safety, dignity, and respect.
Knowledge of public benefits, entitlements, and related systems.
Professional written and verbal communication skills.
Proficient with Microsoft Office Suite and Google Drive.
Solid computer literacy and general administrative/clerical skills.
Cultural sensitivity and respect when serving diverse communities.
Ability to work effectively with diverse populations in a respectful and culturally competent manner.
Strong multitasking skills and ability to work efficiently in a fast-paced, high-traffic environment.
Strong customer service and interpersonal skills.

Nice To Haves

Experience with case management databases is preferred.

Responsibilities

Provide day-to-day guidance, mentorship, and operational support to Case Managers and volunteers.
Assist the Assistant Director of Social Services with overseeing daily Help 365 operations at the East Harlem location.
Monitor staff productivity, service quality, and adherence to department policies and procedures.
Ensure exceptional customer service is consistently provided and assist in resolving participant concerns and conflicts.
Train and onboard new Case Managers and volunteers on case management procedures, databases, and program expectations.
Monitor the accuracy and completeness of client records and ensure timely documentation in the client database.
Maintain inventory of office supplies and program materials, ensuring uninterrupted daily operations.
Represent NYCP at coalition meetings, community events, and partner organization meetings as assigned.
Conduct comprehensive intakes and assessments for new and returning participants.
Screen participants using the ACCESS NYC Benefits Screening Tool to determine eligibility for public benefits and entitlements.
Assist participants with applying for and maintaining benefits, including SNAP, Medicaid, Cash Assistance, SSI, and other available resources.
Refer participants to employment, housing, healthcare, legal, and other supportive services as appropriate.
Confirm receipt of benefits through NYCP's Paperless Office System (POS) in collaboration with the Human Resources Administration (HRA).
Coordinate appointments with Health Care Navigators and ensure participants have the required documentation.
Process emergency food assistance and pantry memberships.
Complete annual recertifications and benefit re-screenings for pantry members.
Resolve pantry membership issues, including inactive or replacement membership cards during food distribution.
Maintain accurate, timely, and confidential case records.
Monitor data quality and ensure accurate entry of client information into agency databases.
Assist with contract reporting, data collection, and program performance tracking.
Maintain participant confirmation logs and benefits tracking spreadsheets.
Support continuous quality improvement initiatives by identifying data discrepancies and recommending corrective actions.
Conduct community outreach to increase awareness of NYCP's food distribution and case management services.
Participate in bi-weekly case management meetings and other departmental meetings.
Meet established program goals, performance metrics, and service targets.
Other responsibilities as assigned.