Mission Case Manager

About the Role

The Mission Case Manager implements strategies to achieve the goals for the organization and Mission Services. This role involves implementing, revising, and sustaining policies, procedures, and programs, typically working on projects and initiatives spanning 3–12 months.

Responsibilities

• Engage service seekers in a collaborative planning process to establish goals, action steps, and timelines aligned to program outcomes.
• Conduct intake and ongoing assessments to identify strengths, needs, barriers, and appropriate supports.
• Develop, implement, and update individualized, strengths-based service plans; monitor progress and adjust supports as needed.
• Provide coaching, navigation, and referrals that support service seekers' stability and forward progress (e.g., employment, education, housing, healthcare, benefits navigation).
• Coordinate service seekers' support with internal teams and external partners; maintain effective communication with referral sources and resource providers as appropriate.
• Maintain regular contact with service seekers through a combination of in-person, virtual, and community-based meetings as required by the program model.
• Support service seeker access to supportive services (e.g., vouchers, transportation supports) following defined program processes; escalate exceptions for approval per program guidelines.
• Document services, progress, and outcomes accurately and on time in required systems; ensure files meet documentation and confidentiality standards.
• Participate in team meetings, training, and continuous improvement activities; stay current on community resources and relevant best practices.
• Follow all agency policies, safety practices, and contractual requirements; complete other duties as assigned.
• Effectively plan and manage own work to reliably complete routine job responsibilities and special assignments. May serve as a team member or subject matter expert on formal projects or within the department.
• Engage in change affecting the role, communicating appropriately with supervisors and adapting through learning and skill-building.
• Solve problems of moderate to advanced complexity; identify root causes, interpret data, and resolve issues.
• Champion Goodwill’s community engagement initiatives and serve as an ambassador in the wider community.

Requirements

• Two years of college education or experience equivalency, and a minimum of 3 years’ experience.
• Experience providing case management, coaching, navigation, intake, or direct support services to individuals/families with barriers to stability or employment.
• Demonstrated ability to work effectively with diverse populations; strong interpersonal skills and professional judgment.
• Strong organizational skills, attention to detail, and the ability to manage deadlines and documentation requirements.
• Proficiency in Microsoft Office (Word, Excel, Outlook); experience with case management/CRM systems preferred.
• Valid Driver’s License, a vehicle, and insurance coverage; willingness to drive within the program service area for meetings.
• Spanish language proficiency preferred (program dependent).

Core Competencies

• Customer Focus: Anticipate and meet customer needs, internalize feedback, and follow up to ensure problems are solved with innovative solutions.
• Values Differences: Seek diverse perspectives, work effectively with others of different backgrounds, and challenge stereotyping or offensive comments.
• Communicates Effectively: Share clear, concise, and professional information; listen actively to others.
• Situational Adaptability: Adapt responses to changing needs, conditions, or priorities; recognize cues for necessary changes in approach.
• Drives Results: Achieve meaningful results, set high performance standards, and demonstrate determination despite obstacles.
• Ensures Accountability: Take ownership of successes and failures, monitor progress, and follow through on commitments.

Physical/Sensory Demands

• Remain stationary for sustained periods while completing documentation, meetings, or computer-based work.
• Ability to move about to accomplish tasks, including travel between office, community, and partner locations.
• Occasionally lift and/or move up to 20 pounds (files, supplies, program materials).
• Operate a computer or similar technology, involving substantial motions of the wrist, hands, and/or fingers.
• Visual acuity for preparing data, reviewing documentation, and operating equipment.
• Communicate with others in person, by phone, and virtually.
• Operate a motor vehicle to travel to service seeker meetings, partner sites, and community locations.

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

Pay

When determining placement within the salary range for this position, Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands, and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the range.

Benefits

In addition to compensation, we offer a competitive benefit program that may include:

• Medical, dental, and vision insurance
• Short- and long-term disability
• Life insurance
• Retirement plan
• Paid time off (PTO)

The specifics of each benefit package will vary depending on factors such as full- or part-time status, contracted, temporary, or other job categories. Certain roles are eligible to participate in an incentive plan, subject to the terms and conditions of the plan.