Family Support Case Manager I

About the Role

The Case Manager I is a full-time non-exempt position supporting families in Napa County by evaluating and maintaining their eligibility to receive financial assistance for child care in subsidized payment programs at Community Resources for Children (CRC). This role serves as a trusted resource for families navigating program requirements while seeking quality childcare and connects them with additional supportive services and community resources to enhance overall family and child wellbeing. The Case Manager I also processes monthly childcare payments to providers in accordance with state policies.

Responsibilities

• Understand and support the mission and goals of Community Resources for Children (CRC).
• Maintain an ongoing caseload of families receiving subsidized child care services, with knowledge of Alternative Payment Programs at CRC.
• Conduct in-person eligibility certifications and recertifications with families in accordance with Department policies, Federal, State, and local laws and regulations.
• Provide timely ongoing communication with parents and childcare providers via telephone, mail, email, or in-person meetings to assist them in understanding Alternative Payment Program policies and guidelines.
• Maintain a high level of customer service when working with families, providers, staff, and external partners.
• Maintain accurate, up-to-date client records in electronic and hard copy files.
• Counsel and educate families on the importance and benefits of quality child care and early education experiences.
• Provide tailored information on quality early care options based on each family’s unique circumstances.
• Offer customized referrals to other community resources and support services as appropriate.
• Calculate monthly attendance logs and process provider payments in accordance with Department policies, Federal, State, and local laws and regulations.
• Coordinate with Department staff to ensure accurate child care authorizations, payments, paperwork, and customer service.
• Work closely with Napa County’s Health & Human Services, Self Sufficiency staff, and management.
• Assist potential families with Child Care Eligibility List enrollment.
• Maintain performance accuracy in accordance with Department Quality Assurance metrics.
• Organize workspace to ensure client confidentiality and file accessibility.
• Adapt to evolving regulations, internal policies, and best practices for optimal service delivery and compliance.
• Demonstrate flexibility in work schedule to meet client and program needs.
• Attend and participate in required meetings, conferences, and training related to service delivery and professional development.
• Maintain professionalism, support, and integrity in all aspects of work.
• Conduct outreach and participate in events to promote programs and the agency.
• Contribute to agency publications and communication efforts as requested.
• Engage and supervise volunteers.
• Perform other duties as assigned.

Requirements

• Bachelor’s Degree in Child Development, human services, social work, or a similar subject preferred.
• Minimum of two years’ work experience in child care or a related field.
• Experience at a non-profit or charitable organization preferred.
• High proficiency in computer skills, including MS Office (Word, Excel, Outlook, PowerPoint).
• Experience handling sensitive and confidential information appropriately.
• Livescan fingerprinting and Department of Justice background clearance.
• Demonstrated ability to relate well with parents, providers, co-workers, and the community.
• Bilingual (Spanish) required.
• Willingness to work occasional evening and weekend events.
• Reliable transportation, valid California driver’s license, and insurance.

Skills

• Attention to detail and ability to process complex information and documentation.
• Time management; ability to juggle multiple deadlines and remain organized.
• Willingness and ability to adapt to new regulations, processes, and habits.
• Compassion and empathy; ability to hold space for and engage in difficult conversations with families and providers.
• Ability to work independently, accept supervision and feedback, and collaborate as a team member.
• Excellent oral and written communication skills; strong listening abilities.
• Accuracy and thoroughness in handling and inputting data; applies feedback to improve performance.
• Inclusive mindset and cultural competency; ability to work and communicate with diverse cultural, socioeconomic, and differently abled individuals.
• Ability to work well under pressure and meet deadlines; effective stress management.
• Proactive and resourceful; finds solutions independently before seeking support.
• Learning mindset; absorbs information and training, and accepts direction and supervision.

Expectations

• Learn program regulations through training and on-the-job experience.
• Understand the needs of the community.
• Ensure high accuracy in basic provider payments.
• Support the team administratively for projects—accept delegation with instructions to execute and report back.
• Utilize client management software for basic case management (entry-level competency).
• Build and increase caseload size.

Physical Requirements

This role operates in a typical office environment with no unusual exposures. Equipment used includes computer keyboard, telephone, copy machine, projector, and shredder.

• Must be able to sit and type on a computer keyboard.
• Must be able to communicate with clients by telephone.
• Must be able to drive a car to travel to meetings or appointments.
• Must be able to lift and carry up to 30 pounds.