Personal Agent (Case Manager)

UCP Oregon • Portland, OR

12d • Hybrid

About The Position

UCP Oregon is hiring a Personal Agent (Caseload Manager) for UCP Mentors, an intellectual and developmental disabilities support services brokerage. The role supports 36 to 40 adults in Multnomah and Clackamas Counties, with varied backgrounds, living situations, and support needs. Personal Agents assist customers and their families with navigating support services, person-centered planning, securing resources and services, and addressing health and safety needs. They advocate with and on behalf of customers, provide coordinated problem-solving—including urgent support when needed—and manage substantial documentation. They also monitor service quality while ensuring customer choice and independence.

The position is 40 hours per week. The typical schedule is Monday through Friday, 8:30 a.m. to 5 p.m., with some variation based on customer needs; additional hours are rarely required. The role currently follows a hybrid arrangement of two office days and three work-from-home days. During training, more regular office attendance is required at the NE Cascade Parkway location; after training, the hybrid schedule is available.

Requirements

• Bachelor’s degree in behavioral science, social science, or a closely related field; or a bachelor’s degree in any field and one year of human services-related experience; or an associate’s degree in behavioral science, social science, or a closely related field and two years of human services-related experience; or a high school diploma or GED and three years of human services-related experience.
• Able to drive on the job: at least 18 years old, with a current driver’s license, reliable personal vehicle, at least two years of driving experience, auto insurance, and a clean driving record.
• Must pass a reference check and criminal history background check.
• Demonstrated commitment to customer self-determination and personalized support.
• Demonstrated ability to prioritize, meet deadlines, and manage multiple projects in a fast-paced environment.

Responsibilities

• Support customers and families in navigating the support services system.
• Use person-centered planning techniques to assess customer needs and develop plans and goals.
• Help customers secure resources and services, including employment, housing, crisis support, and direct support providers.
• Address customers’ health and safety needs.
• Advocate with and on behalf of customers.
• Provide care-coordinated problem-solving for the caseload, sometimes on an urgent basis.
• Complete plan development, billing, daily and weekly progress notes, caseload files, and correspondence.
• Monitor service quality and ensure customer choice and independence.

Benefits

• Great medical, vision, prescription, and alternative care coverage, including massage therapy and naturopathy, for the employee, spouse or domestic partner, and children.
• Three weeks of paid time off per year, increasing to four weeks after five years of service at UCP.
• Eleven paid holidays per year.
• 401(k) retirement plan with up to 4% employer match.
• Mileage reimbursement.
• Company laptop and cellphone.
• Overtime pay eligibility for hours worked over 40 hours per week.
• Casual work environment and opportunities for advancement and growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level