Job Description

The Mission Case Manager implements strategies to achieve the goals for the organization and Mission Services.

RESPONSIBILITY LEVEL:

Implements strategies to achieve the goals for the organization and Mission Services. Implements, revises, and sustains policies, procedures and programs. Typically works on projects and initiatives that span 3 – 12 months.

PRINCIPAL DUTIES:

1. Engage service seekers in a collaborative planning process to establish goals, action steps, and timelines aligned to program outcomes.

2. Conduct intake and ongoing assessments to identify strengths, needs, barriers, and appropriate supports.

3. Develop, implement, and update individualized, strengths based service plans; monitor progress and adjust supports as needed.

4. Provide coaching, navigation, and referrals that support service seekers stability and forward progress (e.g., employment, education, housing, healthcare, benefits navigation).

5. Coordinate service seekers support with internal teams and external partners; maintain effective communication with referral sources and resource providers as appropriate.

6. Maintain regular contact with service seekers through a combination of in person, virtual, and community based meetings as required by the program model.

7. Support service seeker access to supportive services (e.g., vouchers, transportation supports) following defined program processes; escalate exceptions for approval per program guidelines.

8. Document services, progress, and outcomes accurately and on time in required systems; ensure files meet documentation and confidentiality standards.

9. Participate in team meetings, training, and continuous improvement activities; stay current on community resources and relevant best practices.

10. Follow all agency policies, safety practices, and contractual requirements; complete other duties as assigned.

11. Project and Change Management: 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.

12. Problem Solving: Light supervision; works independently. Periodic review of work by manager or senior coworker. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.

13. Technical Skill: Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.

14. Community Engagement: Champions Goodwill’s community engagement initiatives and serves as an ambassador for Goodwill in the wider community.

15. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 3 years’ experience.

2. Experience providing case management, coaching, navigation, intake, or direct support services to individuals/families with barriers to stability or employment.

3. Demonstrated ability to work effectively with diverse populations; strong interpersonal skills and professional judgment.

4. Strong organizational skills, attention to detail, and the ability to manage deadlines and documentation requirements.

5. Proficiency in Microsoft Office (Word, Excel, Outlook); experience with case management/CRM systems preferred.

6. Must have a valid Driver’s License, a vehicle, and insurance coverage and willing to drive within the program service area to meeting

7. Spanish language proficiency preferred (program dependent).

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.

3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.

4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.

5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.

6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:

Remain stationary for sustained periods of time while completing documentation, participating in meetings, and performing computer-based work. Ability to move about to accomplish tasks, including travel between office, community, and partner locations within the program service area. Occasionally lifts and/or moves up to 20 pounds (files, supplies, program materials). Must be able to operate a computer or similar technology, which typically involves substantial motions of wrist, hands, and/or fingers. Visual acuity to perform activities such as preparing data, reviewing documentation, and operating equipment. Ability to communicate with others and exchange information in person, by phone, and virtually. Must be able to operate a motor vehicle to travel to service seeker meetings, partner sites, and community locations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.

Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.

Equal Opportunity Employer