Community Case Manager I

Title: Community Case Manager I
Status: Non-Exempt
Reports To: Community Information Manager
Base Pay Rate: $20/hr
+ $1/hr Bilingual incentive Upon Passing certification [Spanish, Vietnamese, Cantonese, Mandarin]
+ $1/hr with active Inform USA CRS Certification upon passing exam

Overview:
211 is available 24/7 to meet health and human service needs, through information and referral,
benefits navigation, disaster response, and other special projects that provide direct assistance.

This Community Case Manager I role requires the ability to maintain high-quality, efficient work on
multiple project-specific services on an ongoing basis. Primarily weekday day shifts but ability to
work varied hours, including nights, weekends and holidays as needed.

Staff are expected to work at an assigned office or worksite within the county as determined by
project needs.

Core Responsibilities:
• Provide comprehensive case management services through the 211 call center, including initial
needs assessment, crisis screening, and connection to appropriate resources
• Conduct thorough client intake assessments to identify immediate needs, barriers to access, and
eligibility for various social service programs and benefits
• Develop and maintain individualized service plans for clients, including setting goals,
identifying action steps, and documenting progress
• Provide navigation support for complex cases, including benefits application assistance,
advocacy with service providers, and coordination of multiple services
• Maintain accurate and timely documentation of all client interactions, referrals, and outcomes
in the database
• Follow up with clients to ensure successful connection to referred services and address any
barriers to access
• Conduct in-person assessments and provide direct assistance at community events or during
disaster response activities as needed
• Participate in regular case conferencing and team meetings to discuss complex cases and share
best practices
• Stay current with available community resources, eligibility requirements, and application
processes for various social service programs
• Maintain required certifications and complete ongoing professional development training
• Provide backup support for Community Information Navigator duties as needed
• Work varied hours, including nights, weekends, and holidays, as needed to ensure 24/7
coverage
• Other duties as assigned

Qualifications:
• Successful background and criminal clearance required and maintained, including but not limited
to California Department of Justice (DOJ), Federal Bureau of Investigation (FBI, Child Abuse Index
and Department of Motor Vehicles (DMV).
• Proof of a valid California Driver’s License, reliable transportation, proof of automobile
insurance (listed as covered), pass and maintain driving approval, as required by our insurer.
• Proficiently utilize call center and office tools through online databases and phone systems,
including Google and Microsoft tools.
• Excellent organization and communication skills required.
• Excellent customer service skills required.
• Familiarity with social service programs and systems preferred.
• Must work well in a team environment.
• Obtain and maintain Inform USA certification within 1 year of eligibility.
• Bilingual/Spanish preferred.