Lead Case Manager

Northside Neighborhood House is seeking a Lead Case Manager to join our growing team!
The Northside Neighborhood House has served Hamilton County residents for over 99 years and envisions a thriving community working together to facilitate cross-generational stability, empowerment, and elimination of barriers for all of our neighbors. Through a collaborative approach, the NNH provides basic needs support in addition to access/educational opportunities for neighbors to achieve short and long-term goals that will lead to economic mobility.
Reports To: Chief of Staff
Department: Stability Services
Classification: Full-Time, Salaried, Exempt
Location: Primary: C3 (10161 Dayton Pike), Secondary: Main Agency (211 Minor St)
Supervises: Interns & volunteers as appropriate.

Program Summary: Northside Neighborhood House envisions a thriving community working together to facilitate cross-generational stability, empowerment, and elimination of barriers for all of our neighbors. Through a collaborative approach, the NNH provides basic needs support in addition to access/educational opportunities for neighbors to achieve short and long-term goals that will lead to economic mobility.

Position Summary:
The Lead Case Manager at Northside Neighborhood House (NNH) plays a critical role in providing comprehensive client services, utilizing a strengths-based approach to empower individuals and families. This position is responsible for guiding clients through a process that addresses both their immediate needs and the root causes of their barriers, with the goal of fostering self-sufficiency and personal accountability. In the absence of the Chief of Staff, the Lead Case Manager acts as the primary point of contact for client case inquiries, approvals, and Stability team leadership.
Additionally, this position collaborates closely with the NNH partner agencies, engages in community outreach by building relationships with local partners, representing NNH at community functions, and leading Tech Goes Home classes quarterly for clients in the northern end of the county. The Lead Case Manager also leads resume workshops and may facilitate other community classes based on client needs and desires.

Typical Working Conditions/Environment: This position is primarily office-based but is a community-based role. Visits to other sites or partner agencies are necessary to fulfill the requirements of the position. Work location & environment may vary as needed to fully support programming.
Qualifications
Education/Experience:
Master’s degree in social work or a related field preferred; Bachelor’s degree with significant relevant experience will also be considered.
Experience with community organizing & program development preferred
Experience in social services or related field preferred

Skills/Abilities:
Commitment to Mission: Demonstrates a deep understanding of and dedication to the Neighborhood House’s mission, effectively promoting it to clients, customers, partner agencies, area churches, coworkers, and volunteers.
Professionalism and Discretion: Exhibits balance, tact, perceptiveness, and discretion in interactions with clients, partner agencies, churches, and colleagues.
Confidentiality: Capable of safeguarding confidential information with the utmost integrity, always respecting clients’ privacy.
Inclusivity and Patience: Engages with the public impartially, exercising patience and tolerance in all interactions.
Communication: Possesses exceptional written and oral communication skills, coupled with outstanding listening abilities to accurately assess clients’ needs and collaboratively develop effective plans.
Organizational Skills: Demonstrates strong organizational abilities to manage the various aspects of the stability department efficiently.
Cultural Competence: Values and understands the unique perspectives of clients, displaying cultural sensitivity in all interactions.
Emotional Regulation: Maintains composure and a calm demeanor, particularly during high-stress situations, and exhibits patience and empathy, especially when working with individuals from low socioeconomic backgrounds.
Team Collaboration: Works harmoniously with other members of the Neighborhood House team, contributing to a positive and cooperative work environment.
Dependability and Integrity: Reliable, punctual, and honest in managing time, finances, and materials.
Attention to Detail: Keeps meticulous, comprehensive records and approaches work with professionalism, organization, and thoroughness.
Creativity and Initiative: Demonstrates creativity and initiative, actively contributing new ideas to enhance the department’s eff
Bilingual in English/Spanish is a plus.
Physical Skills:
Ability to sit, stand, bend, and reach
Ability to lift up to and sometimes over 20lbs.
Manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, telephone, and other office equipment is required.
Hearing and vision necessary to perform the essential functions of this position required
Equipment/Technology:
Must be able to use a computer & web-based services
Must be able to use and quickly learn new software to support agency priorities.
Experience with Google suite & MS suite preferred
Experience with email, word processing, and spreadsheets required
Essential Functions & Responsibilities:

Schedule: Typical schedule will be Monday-Friday from 8:30am-4:30pm. Regular, punctual attendance is expected of all employees. Schedule may vary as needed to fully support programming. Primary work location will be at the Community Coffee Collective (C3), though occasionally will work out of our main agency office.
Travel: Local travel on a regular, weekly or more often, basis is required. Reliable transportation and valid driver license is required to perform all functions of this role effectively. Occasional overnight or out of town travel for training may be needed.
Equipment/Technology: Computer competency is required for use of Google suite & MS suite products, particularly use of email, calendar, MS Word, MS Excel.
Skills/Abilities: Hearing and vision necessary to perform the essential functions of this position required. Ability to lift up to and sometimes over 20lbs and manual dexterity to operate standard office equipment.

Job Duties & Responsibilities:
Client Services: Engage with clients to understand their basic needs, providing practical assistance across various functional areas of Northside Neighborhood House (NNH).
Case Management Approach: Implement a case management strategy that addresses clients’ immediate needs while focusing on resolving underlying issues. Empower clients to achieve self-sufficiency, cultivate healthy self-respect, and take accountability for their actions.
Financial Planning: Assist clients in developing household budgets and setting attainable short-term and long-term goals.
Client Relationships: Establish and maintain professional relationships with clients to facilitate effective case follow-up and support.
Record Management: Create and maintain accurate, detailed case files for each individual or household seeking assistance, ensuring all client information is meticulously entered and updated in the Apricot database.
Landlord Communication: Effectively communicate with landlords to finalize rental agreements, ensuring prompt submission of check requests to facilitate timely payments.
Ongoing Support: Conduct follow-up calls and check-ins with clients to monitor progress on their Stability Action Plan, providing continuous support as needed.
Work Readiness: Assist clients with work readiness skills, including resume building and job search techniques.
Resource Distribution: Distribute resources funded by donated allocations, such as food, personal care items, utility payments, prescriptions, and other available resources provided by NNH.
Compliance and Record Keeping: Maintain accurate records of financial assistance, ensuring compliance with EFSP policies to uphold eligibility.
Referrals: Provide clients with appropriate referrals for services and needs not directly provided by NNH
Community Outreach and Engagement:
Serves as liaison between NNH and community. (places of worship, Soddy-Daisy Food Bank, local businesses, schools, community library, etc).
Recruit community members to attend various events facilitated by NNH.
Represent NNH at community functions to promote NNH services and programming.
Assess community strengths and needs and bring together the community stakeholders to develop appropriate solutions to community problems.
Initiates and maintains communications with other community service agencies to create awareness of each other’s services and build an appreciation for the scope of each other’s services.
Attend meetings and training to develop new skills to stay current on social service issues and share with team members.
Intentionally collaborates with partners who participate in the Community Coffee Collective.
Interacts appropriately and professionally with clients, program participants, staff, and volunteers.
Team Leadership and Collaboration:
Communicate community needs and trends with the Chief of Staff during weekly one-on-one meetings.
Assist in planning and leading the Stability team through seasonal distributions, including Christmas food and toy drive, as well as school supply distribution.
Participate in case conferencing with the Stability team and contribute to decisions regarding client case approvals or denials.
Lead Stability team meetings when the Chief of Staff is unavailable.
Train and provide leadership to new Stability team members, as well as interns and volunteers involved in the program.
Lead Tech Goes Home classes quarterly for clients in the northern end of the county.
Facilitate resume workshops and other community classes based on client needs and desires.
Provide light coverage for the Barista of the Coffee Community Collective, including assisting with the register and counting money.
Other responsibilities as deemed necessary by the supervisor and/or Chief Executive Officer.

To Apply: Please submit a resume & cover letter. Applications without cover letter will not be considered.