SERCO OF TEXAS - GULF COAST

 Summary: The Case Management Specialist conducts intensive case management, and follow-up services with jobseeker customers and enrollees of postsecondary education and training as part of monitoring Workforce Solutions customer outcomes. Work is performed under the supervision of the Professional Career Advisor and/or Education and Training Specialist as part of the review of career and education plans previously developed.

Key Responsibilities:

• Enters information in the appropriate management information systems in a timely and accurate manner with adequate details regarding customer outcomes.
• Conducts monthly contact sessions to determine if any additional support or wrap-around services are needed, and directs customers to appropriate Workforce Solutions staff or provides referrals to community resources to ensure success while in a training program or post-exit employment.
• Monitors customer progress toward career and education goals, identifies barriers to success, and develops action plans to address those barriers.
• Provides career readiness support, including job search assistance, resume review, and interview preparation when applicable.
• Coordinates with partner agencies, training providers, and employers to ensure alignment of services and smooth transitions for customers.
• Maintains accurate case notes, files, and reports in compliance with program and regulatory requirements.
• Assists in tracking and reporting performance measures for workforce programs, ensuring accuracy and timeliness of data.
• Participates in staff meetings, trainings, and professional development opportunities to remain current on workforce program requirements and best practices.
• Builds and maintains strong professional relationships with customers, demonstrating respect, empathy, and a customer-focused approach.

Qualifications

• A bachelor’s degree in business administration, education, social work, psychology, or a closely related field
• An equivalent combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis
• Strong communication and community resource knowledge including partner organizations for referrals
• Analytical and problem-solving skills
• Proficiency in MS Word and Excel
• Ability to work with diverse populations
• Demonstrated ability to working in a dynamic team environment with an aptitude for communication, interpersonal skills to work cooperatively with others, show courteousness, and having a high level of professionalism
• Excellent interpersonal and communication skills, highly organized and proficient at time management, with a high level of professionalism in the delivery of customer service
• Knowledge of WIOA and workforce program requirements is preferred
• Ability to thrive in fast-paced environments
• Bilingual or multilingual preferred

SPECIAL REQUIREMENTS:

• Must possess and provide a valid Texas Driver’s License and Automobile Liability Insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within service area.

Physical demands and work environment:

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

• PHYSICAL DEMANDS: While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT: Fast-paced, demanding both, physically and mentally, and in constant communication. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice

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Case Management Specialist

JOB CODE: 21-1093