Case Manager/Intake Specialist

About the Role

This position promotes recovery and wellness, community integration, independent living, and improved quality of life for U.S. Customs and Border Protection (CBP) employees and their families. The Case Manager/Intake Specialist serves as a bridge between clinical services, wellness services, and community resources, delivering case management in office and community-based settings. A high level of detailed electronic documentation and adherence to company and state guidelines is required.

Responsibilities

• Advocate for and facilitate client’s access to wellness services and community resources, including relevant benefits.
• Build and maintain a database of community resources and assist with navigation to referrals.
• Provide Behavioral Health and Wellness case management to Law Enforcement personnel as part of a workforce wellness program.
• Make appropriate referrals and prepare and maintain confidential case records.
• Ensure confidentiality and control access to sensitive information.
• Follow care follow-up procedures to confirm clients receive referred services and address any additional needs.
• Provide services via telehealth platform, as required.
• Conduct outreach and networking activities in the community, including presentations at community groups and monthly outreach events.
• Promote the success and reputation of the CBP Workforce Wellness Program.
• Develop a network of trusted contacts within organizations for referrals and care coordination.
• Consult with service providers and community partners on resource-related issues.
• Conduct initial eligibility screenings of potential clients and provide community referrals to ineligible clients or those not scheduled due to program capacity.
• Complete Intake and Case Management for eligible clients, including evaluating individual and family needs and developing treatment plans.
• Coordinate and monitor services, including comprehensive tracking of client activities in relation to service plans and needs.
• Document detailed case notes daily and maintain comprehensive client files per Policies and Procedures.
• Demonstrate exceptional customer service by prioritizing the client to support the mission of empowering people to build better lives.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in social work, Sociology, Psychology, or related field preferred. Equivalent combination of experience and education may be considered.
• 1-3 years of case management experience preferred.
• 2+ years in a customer service-focused environment preferred.
• Experience with law enforcement, veterans, and their families is a strong plus.
• Must maintain regular and acceptable attendance as determined by the employer.
• Valid Driver’s License with a clear record.
• LMSW, LBSW, or LMFT preferred.
• Must be available and willing to travel to various locations as business needs dictate.