Lead Case Manager – Workforce Development

El Paso County•El Paso, CO

1d•Hybrid

About The Position

El Paso County’s Department of Human Services is hiring a Lead Case Manager for its Adult, Family, and Economic Services Division. The position serves as a lead worker for case management of program participants, with a focus on employment, upskilling, reskilling, and self-sufficiency. This may include identifying and developing employment, training, and education opportunities and communicating program purposes and expectations to applicants and clients. The role may help build a growing team and develop new processes. The position may be subject to grant funding and requires regular in-person presence as an essential job function. A hybrid schedule may be available after successful completion of the initial evaluation period, subject to change. The Lead Case Manager trains, guides, and mentors staff; assists with complex cases; supports leadership on performance and service-quality initiatives; and helps monitor staff work. The position also interviews clients, assesses employment barriers, develops and monitors individualized plans, advises clients on employment and training services, maintains accurate case records, and works with community partners. Depending on assignment, the role may verify public assistance eligibility, conduct home visits, and coordinate referrals to community support services. The anticipated schedule is Monday through Friday, 8 a.m. to 5 p.m. The position receives general supervision and may require evening and weekend work. Duties are primarily performed in a high-volume office and remote-work environment, depending on business needs; some travel within the community may be required. The role may involve contact with clients in stressful situations. Employment requires a conditional post-offer background investigation, motor vehicle record check, and drug screen. Due to the sensitive nature of the role, additional background checks may be required, including Government Program Fraud and Child Welfare Abuse & Neglect database (TRAILS) checks.

Requirements

High school diploma or equivalent education.
Four years of customer service or administrative experience. An associate’s degree in a related field may substitute for one year of required experience; a bachelor’s degree in a related field may substitute for two years. Substitutions are not cumulative, and only the highest qualifying degree is considered.
Two years of case management or related experience.
Valid driver’s license, which must be maintained.
Working knowledge of applicable rules, regulations, and procedures.
Knowledge of community assistance resources and agencies.
Strong interpersonal skills and integrity when handling sensitive and confidential situations and information.
Excellent customer service skills.
Proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
Ability to lead and train others and objectively review others’ performance.
Ability to build strong internal and external working relationships.
Sensitivity to cultural diversity, race, gender, and other individual differences among customers.
Ability to plan, schedule, and organize efficiently.
Ability to assess situations, make prudent decisions, resolve conflicts, and solve problems.
Ability to communicate and work effectively with coworkers, DHS personnel, clients, other agencies, and the public.
Ability to handle complaints and disputes with empathy and understanding to achieve resolution.
Ability to use standard office equipment, including a computer, fax machine, copier, and telephone.
Regular and punctual attendance.
Pass a conditional post-offer background investigation, motor vehicle record check, and drug screen; additional checks may be required for this sensitive role.
Ability to work evening and weekend hours if required and to travel within the community if required.

Responsibilities

Serve as a lead worker by training, guiding, mentoring, and instructing staff; resolving complex problems; and coordinating or scheduling work.
Provide input and support to leadership regarding applicable performance evaluations and staff work objectives or effectiveness.
Orient new employees to work processes, reports, regulations, policies, procedures, and case management practices.
Participate in internal committees, training, workshops, seminars, and special projects.
Work with leadership on customer service, quality assurance, and training initiatives.
Interpret and communicate program regulations, policies, and procedures, and assist staff with complex cases and questions.
Assist in monitoring and evaluating the quality and quantity of staff work against established standards, including supporting audits as appropriate.
Collect and review program and service-delivery data, analyze results, identify improvement areas, and report them to leadership.
Interview applicants and clients, explain and help complete required paperwork, and assess employment barriers.
Help clients develop Individualized Plans, assess and address employment barriers, and advise on job development, training, and post-employment services.
Monitor and track client progress toward Individualized Plan requirements and goals, reassessing needs to support timely progress toward self-sufficiency.
Identify required resources and develop effective work plans, consulting with others as appropriate.
Document work accurately in program systems and databases and complete case management paperwork and data entry in a timely manner.
Build relationships with community partners and promote the organization's workforce training and development services.
Maintain working knowledge of relevant laws, regulations, practices, policies, standards, and protocols.
Monitor client work activity and engagement and initiate the sanction process when required.
As assigned, coordinate access to community support services, childcare, and other resources; verify public assistance eligibility through home visits and record assessment; calculate eligibility; and investigate outside income sources such as child support, Social Security, and unemployment.
Perform other duties as required.