Case Manager I

Lutheran Social Services of the Southwest is a non-profit organization with Corporate Offices in Phoenix and Tucson and additional offices throughout Arizona.

Lutheran Social Services of the Southwest administers programs and services to help build collaborative Community Partnerships and strengthen individuals, families, and communities.

Working for our organization is a positive, challenging and rewarding experience with opportunities for personal and professional development.

Classification : Non-Exempt

Base Wage : $20.00

Reports to : Resettlement Supervisor

Department : Refugee and Immigration Services

Program : Resettlement Services

Location : Tucson, Arizona

Position Type : Regular

Date Reviewed : January 2024

General Description :

In concert with the Resettlement Supervisor, Intensive Case Management team and Employment Team, the Case Manager will provide direct core services and case management services to enhance a positive resettlement and employment experience of assigned cases.

The Case Manager I facilitate the self-sufficiency and independence of refugee families, coordinates services and community support to address the needs of refugees which may be affected by medical conditions or mental health concerns that impact their ability to function independently.

• Examples of caseloads may include, at a minimum : refugees with special needs; youth and young adults without parents or permanent guardians who have spent an unusually long period under refugee camp conditions;
• single-headed households; unusually large families (8 or more members); women-at-risk; elderly refugees who lack an adequate family support system;
• refugees experiencing social or psychological conditions, including emotional trauma resulting from war, torture, Domestic Violence(DV) and / or Gender Based Violence (GBV);
• lesbian, gay, bisexual, and transgender (LGBT) refugees; refugees who have a history of suicide risk factors, or other populations with physical disabilities or medical conditions (including HIV) that are identified as requiring extended case management;

other category of vulnerability, as per actual needs. The job requires sensitivity to the program population's cultural and socioeconomic characteristics.

Essential Duties and Responsibilities include the following :

WEIGHT

DESCRIPTION

1. Conduct all activities with a commitment to the organization's mission and strategic plan; focus efforts to inspire a client-centered approach to quality service delivery and operational excellence;

uphold all policies and procedures.

2. Demonstrates understanding and knowledge of refugee contractual services for the successful resettlement of refugee families.

This includes knowledge of the Cooperative Agreement and all contracts. Provide direct case management and support to target population which requires assistance entering or navigating State and local systems.

Work with clients to increase their ability to navigate these systems independently.

3. Develop a comprehensive Self Sufficiency Plan with all refugee clients detailing the strategies and timeframe to achieve stability and independence in America to assist clients in meeting self-sufficiency goals and to remove any barriers.

4. Identify needs and make appropriate referrals (internal and external), based on vulnerability (ex. addressing housing, community linkages, physical health, mental health, language, finances, employment, family wellness or personal security.

5. In conjunction with the Employment Specialist, provide one-on-one guidance and information, in regard to financial responsibilities, budgeting, and short / long term planning.

6. Collaborate with Intensive Case Management, Employment Team, other divisions as necessary, volunteers and key stakeholders in the local community to ensure that refugees are offered all core services in a timely manner.

7. Maintain working knowledge of Reception and Placement services, Matching Grant and Preferred Communities (PC), Intensive Case Management Standard Operating Procedures (SOP's) and Office of Refugee Resettlement (ORR) PC Program Guidelines and State Refugee Resettlement Program (RRP) contracts.

Demonstrates superior knowledge of client and service delivery systems.

Provide all core services as defined by the cooperative agreement and other refugee service contracts.

These services include cultural and program orientation to newly arrived clients, including information regarding rights and responsibilities, as well as federal and local services available to clients.

Advocate on behalf of refugees and refugee serving Resettlement Agency.

• Offering interpretation and translation services to refugee clients, as well as transportation to appointments as required.
• Assisting clients in the completion of the social security application, health screening, school enrollment, referral to English language Training other adult skill building class offered externally or at the organization and additional follow-up for eligible social services.
• Ensure that all required core services are implemented by the timeframes required in the Cooperative Agreement.
• Provide extended case management, as necessary for all clients in assigned caseload, paying special attention to cases that include minors and single parent households.

Demonstrates program leadership through the following :

• Problem solving skills in complex cases, team building and facilitating training sessions for colleagues.
• Conduct the intake for walking SIV, Asylees and secondary migrant clients. Provide these clients with a brief overview of services and benefits available based on their status.
• Remaining informed about refugee and immigrant issues, and available services to refugees, using current information to better identify and serve refugee clients.
• Represent the Resettlement Agency and attend speaking engagements relevant to the responsibilities of the position.

Provide accurate and timely case note documentation of all services in required databases :

• Includes pre-arrival and post arrival case notes of core services rendered and / or offered to all clients, in required databases, such as IRIS (EMM) and Arizona Refugee Resettlement Program Online Data System (ARRPODS) / Salesforce.
• Financial documents and completion of reports in required databases.
• Cultural Orientation Assessment during 30-day home visit.
• Referrals to service providers (ex. rental assistance, food banks, free clothing etc.)
• Verify that all client information is documented for 90-day reports and any additional reports, as necessary.

Attend and participate in supervision, program meetings and program trainings.

Maintain an established work schedule, including a high level of self-direction and responsibility. May include State and National travel.

Follow internal protocol immediately with regard to safety, health, and the environment of the member and employee workspace and workplace equipment.

Maintain current status for professional credentials.

Present a professional attitude and wear professional attire at all times.

All other duties as assigned.

Qualifications :

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience :

Bachelor's Degree in education social work, psychology, sociology or a closely related field is preferred. Four years related education or social service experience, preferably working with immigrant populations, and / or training;

or equivalent combination of education and experience may substitute for a bachelor's degree. Ability to participate as a member of a team, including collaboration, cross-training, and mutual assistance.

Provide and maintain a current Level One Fingerprint Clearance Card, clear the Department of Economic Security Central Registry Background Check and a criminal background and motor vehicle screening;

must maintain valid AZ Driver's License, a clear driving record and reliable transportation for the duration of employment.

• Must have a clear driving record for at least 36 months.
• Must maintain a clear driving record during the time of employment.
• Must have reliable transportation, a valid AZ driver license and current automobile insurance.
• Ability to work independently with high initiative.
• Ability to travel to throughout the state or nationally as requested by supervisor.

Language Skills :

Individual must have the ability to speak, read and write English. Ability to listen and perceive needs, working with people from diverse backgrounds non-judgmentally. Bilingual preferred.

Mathematical Skills :

Ability to calculate figures and amounts .

Reasoning Abilities :

Ability to define problems, collect data, evaluate information, draw conclusions, and take appropriate action based on this information.

Physical Demands / Work Environment :

The physical demands and work environment characteristics here are representative of those that needed by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee may be required to sit or stand for long periods. The employee frequently is required to use hands to hold objects and operate office equipment.
• The employee is required to be able to listen and communicate effectively.
• The employee may be required to occasionally lift and / or move up to 25 pounds.
• The noise level in the work environment varies with the activity level of the facility.
• If authorized to drive, must be able to safely operate a motor vehicle.

All positions at Lutheran Social Services of the Southwest require a background check.

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