Lead Case Manager – Workforce Development

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VISION

El Paso County will be a trusted regional leader known for excellence in county service delivery.

PURPOSE

We provide essential public services to the Pikes Peak Region in support of our residents, businesses, and communities, enhancing the freedom for all to thrive.

VALUES

Service Focused • Collaborative • Accountable • Trustworthy • Transparent

Job Summary

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

El Paso County’s Department of Human Services is looking for a Lead Case Manager-Workforce Development to join our Adult, Family, and Economic Services (AFES) Division! We are looking for a dynamic new lead who has a passion for helping families in our community. In this role you will have the exciting opportunity to help build a growing team and show off your creative skills by assisting in building new processes. If you have strong communication, problem-solving and multitasking skills, come join a spectacular team and assist our division!

Hiring Range: $58,800.00 - $63,800.00 annually

Anticipated Hiring Range: $62,285.60 annually

This position has an anticipated work schedule of Monday – Friday, 8am-5pm; Hybrid schedule may be available upon successful completion of the initial evaluation period; subject to change.

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications

This position serves as a lead worker for case management of program participants, focusing on employment, upskilling, re-skilling, and self-sufficiency, which may include identifying and developing employment opportunities, training opportunities, and educational needs. Communicates to applicants and clients the purpose and expectations of the program. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function. This position may be subject to grant funding.

Essential Duties/Responsibilities

• Serves as a lead to staff, including training, providing guidance and mentoring, and resolving complex problems and issues. Provides input and support to the leadership regarding applicable performance evaluations. Orients new employees with work processes and reports, explains regulations, policies, and procedures.
• Attends and participates in internal committees, training, workshops and seminars. Works with leadership on development and implementation of various customer service, quality assurance, and training initiatives as assigned.
• Interprets and communicates program regulations, policies, and procedures; assists staff with complex cases, scenarios, and questions, and orients them in case management practices.
• Assists with the monitoring and evaluation of the quality and quantity of work completed by staff; compares work to established standards and assists with audits as appropriate.
• Collects and reviews data related to department programs and service delivery outcomes. Analyzes data and identifies areas for improvement; reports areas identified for improvement to leadership.
• Interviews applicants/clients and assists them in understanding and completing all required paperwork; assesses applicants for any employment barriers.
• Assists program clients in developing an Individualized Plan (IP), assessing, resolving, and removing any possible employment barriers. Advises clients on job development, training, and post-employment services. Monitors, evaluates, and tracks clients' progress toward meeting IP requirements and goals. Utilizes case management techniques to ensure IP engagement, re-assessing and re-evaluating clients' needs to move the client to a self-sufficiency status in a timely manner.
• Identifies required resources and develops an effective work plan; conferring with others as appropriate.
• Correctly and effectively documents work activities in program systems/databases.
• Cultivates relationships with community partners, encourages the use of the organization's services and programs, and reinforces the organization's position as a premier workforce training and development operation.
• Acquires and maintains a highly technical working knowledge of relevant laws, regulations, practices, theories, policies, standards, and protocols for applicable programs.
• Participates in special projects through committee involvement and program protocols.
• Prepares paperwork, data entry functions, and other processes in accordance with applicable rules, regulations, and policies; ensures accuracy and completion of case management duties in a timely manner.
• Monitors clients' work activity engagement and imposes sanction process if required.
• May coordinate the process for applicants/clients to obtain assistance through community support services, childcare, and other resources.
• Based on assignment, verifies public assistance eligibility factors through home visits and record assessment, and determines eligibility for various services. Reviews client eligibility, calculates eligibility, and investigates for child support, social security, and unemployment payments; assists clients in completing necessary paperwork to obtain outside income through these agencies.
• Attends and participates in training and educational workshops.
• Leads and participates in special projects as assigned.
• Performs other duties as required.

Supervision Exercised: This classification requires functioning as a lead worker performing essentially the same job duties as those directed and includes overseeing work quality, training, instruction, and scheduling work. May include providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed.

Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Periodic direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Working knowledge of applicable rules, regulations, and procedures. Knowledge of community assistance resources and agencies.
• High level of interpersonal skills and integrity to handle sensitive and confidential situations and information. Ability to provide excellent customer service.
• Proficient in Microsoft Office software: Word, Excel, PowerPoint, Outlook, etc.
• Ability to lead and train others; ability to objectively review the performance of others.
• Ability to build strong working relationships, internal and external to the organization.
• Ability to remain sensitive to cultural diversity, race, gender, and other individual differences with customers.
• Ability to efficiently plan, schedule, and organize.
• Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
• Ability to communicate and work effectively with co-workers, other DHS personnel, clients, other agencies, and the public.
• Ability to handle complaints and disputes showing empathy and understanding to achieve resolution.
• Ability to use standard office equipment including computer, fax machine, copier and telephone.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Four years of customer service or administrative experience.
  • Associate’s degree in a related field may substitute for one year of the required experience.
  • Bachelor’s degree in a related field may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.
• Two years of case management or related experience.

Licenses/Certificates

• Must possess and maintain a valid driver's license.

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.

Work Conditions

Duties are primarily performed in a high volume office and remote work environment dependent on business needs; some travel within the community may be required. May be exposed to clients in stressful situations. May be required to work evening and weekend hours.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

El Paso County is an E-Verify and Equal Opportunity Employer.

El Paso County adheres to Federal drug screening guidelines and requires a pre-employment drug screen.

Full-time employees are eligible for the following benefits:

• Medical, dental, and vision benefits
• Paid vacation, sick, and personal leave
• 11 paid holidays
• Onsite health centers
• Onsite fitness centers
• Reach Your Peak wellness program
• Short and long term disability
• Life insurance
• Flexible spending accounts to include dependent care
• Employee assistance program
• Tuition reimbursement
• Retirement plan
• Deferred compensation (457b)

Click on links for detailed benefits information and the El Paso County Retirement Plan website.

01

How did you learn of this position?

• I am currently employed by EPC
• El Paso County Website
• Indeed.com
• Employee Referral
• Social Media (Twitter/Facebook)
• LinkedIn
• University/College Career Site
• Industry-specific Career Site
• Professional Membership Career Site
• Career Fair
• Other

02

Please select your highest level of education.

• High school diploma or equivalent
• Associate’s degree
• Bachelor’s degree or higher
• None of the above

03

Please specify your degree and field of study. If not applicable, please put N/A.

04

How many years of customer service or administrative experience do you have?

• Less than 1 year
• More than 1 year, but less than 2 years
• More than 2 years, but less than 3 years
• More than 3 years, but less than 4 years
• 4+ years
• None of the above

05

Do you have two or more years of case management or related experience?

• Yes
• No

06

Please describe your two or more years of case management or related experience. If not applicable, please put N/A.

07

Do you possess and maintain a valid driver’s license?

• Yes
• No

08

This position requires on-site work five (5) days per week, Monday – Friday, during the initial evaluation period, which typically lasts 6-months. Following this period, you may be eligible to telework/work remotely up to two (2) days per week. Telework/remote work is heavily based on business and operational needs, is not guaranteed, and may be modified or suspended at any time. You may be required to work in person at any time, including on days otherwise scheduled for telework/remote work. Do you understand and acknowledge these requirements and expectations?

• Yes
• No

09

Have you read, and do you accept the work conditions as outlined in the job posting?

• Yes
• No

Required Question