Rehabilitation Case Coordinator I

About the Role

Under direct supervision, coordinates customer case records and documents in a field office to support timely service delivery in the Bureau of Field Services/Vocational Rehabilitation Program. Performs keyboarding and routine clerical tasks to secure and maintain sensitive case files (both electronic and hardcopy) and facilitate the purchase and delivery of services in accordance with federal, state, and agency rules, regulations, policies, and procedures. Works with the agency’s case management system, monitors customer case status, and prepares annotated reports for counselors. Interacts daily with internal and external customers in person, by phone, and/or email.

Receives instruction and training to develop knowledge and skills for providing services to individuals with disabilities through the Vocational Rehabilitation Program, including training on the Division’s case management system, rules, policies, and procedures. Participates in and attends in-service training activities. Communicates in Spanish to assist individuals who do not read or speak English.

Responsibilities

• Works with counselor(s) and the case management system to determine daily priorities for customer service delivery.
• Meets routinely with counselor(s) to review case management activities and address problems encountered.
• Assists applicants, program participants, family members/guardians/caregivers, vendors, and referring agencies in understanding program rules, policies, eligibility criteria, and other aspects of the vocational rehabilitation program.
• Triages and prioritizes incoming mail, email, phone calls, voicemail, and drop-in customers.
• Meets with Vocational Rehabilitation Program staff and/or office supervisor to plan and discuss general casework activities.
• Performs other duties as required or assigned that are reasonably within the scope of the enumerated duties.