Mission Case Manager

Goodwill Greater Milwaukee & Chicago•Chicago, IL

33d•Hybrid

About The Position

The Mission Case Manager implements strategies to achieve the goals for the organization and Mission Services. This role involves implementing, revising, and sustaining policies, procedures, and programs. The position typically works on projects and initiatives that span 3-12 months and requires engaging service seekers in a collaborative planning process to establish goals, action steps, and timelines aligned to program outcomes. The role includes conducting intake and ongoing assessments to identify strengths, needs, barriers, and appropriate supports, and developing, implementing, and updating individualized, strengths-based service plans while monitoring progress and adjusting supports as needed. The Mission Case Manager provides coaching, navigation, and referrals to support service seekers' stability and forward progress in areas such as employment, education, housing, healthcare, and benefits navigation. Coordination of service seekers' support with internal teams and external partners, along with maintaining effective communication with referral sources and resource providers, is essential. Regular contact with service seekers through various meeting formats is required, as is supporting their access to supportive services and escalating exceptions as needed. Accurate and timely documentation of services, progress, and outcomes in required systems, ensuring compliance with documentation and confidentiality standards, is crucial. The role also involves participating in team meetings, training, and continuous improvement activities, staying current on community resources and best practices, and adhering to all agency policies, safety practices, and contractual requirements. Project and change management skills are important, as is problem-solving of moderate to advanced complexity. The role requires understanding and applying professional principles and skills within the area of specialization, championing community engagement initiatives, and serving as an ambassador for the organization.

Requirements

Two years of college education or experience equivalency, and a minimum of 3 years’ experience.
Experience providing case management, coaching, navigation, intake, or direct support services to individuals/families with barriers to stability or employment.
Demonstrated ability to work effectively with diverse populations; strong interpersonal skills and professional judgment.
Strong organizational skills, attention to detail, and the ability to manage deadlines and documentation requirements.
Proficiency in Microsoft Office (Word, Excel, Outlook); experience with case management/CRM systems preferred.
Must have a valid Driver’s License, a vehicle, and insurance coverage and willing to drive within the program service area to meeting.

Nice To Haves

Spanish language proficiency preferred (program dependent).

Responsibilities

Engage service seekers in a collaborative planning process to establish goals, action steps, and timelines aligned to program outcomes.
Conduct intake and ongoing assessments to identify strengths, needs, barriers, and appropriate supports.
Develop, implement, and update individualized, strengths based service plans; monitor progress and adjust supports as needed.
Provide coaching, navigation, and referrals that support service seekers stability and forward progress (e.g., employment, education, housing, healthcare, benefits navigation).
Coordinate service seekers support with internal teams and external partners; maintain effective communication with referral sources and resource providers as appropriate.
Maintain regular contact with service seekers through a combination of in person, virtual, and community based meetings as required by the program model.
Support service seeker access to supportive services (e.g., vouchers, transportation supports) following defined program processes; escalate exceptions for approval per program guidelines.
Document services, progress, and outcomes accurately and on time in required systems; ensure files meet documentation and confidentiality standards.
Participate in team meetings, training, and continuous improvement activities; stay current on community resources and relevant best practices.
Follow all agency policies, safety practices, and contractual requirements; complete other duties as assigned.
Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments.
May serve as a team member or subject matter expert on formal projects or within the department.
Effectively engages in change affecting her/him, communicating appropriately with supervisor.
Follows through on learning, skill building, and practice necessary to adapt to change.
Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.
Champions Goodwill’s community engagement initiatives and serves as an ambassador for Goodwill in the wider community.
Responsible for completing other duties/responsibilities as assigned.