Wage/Salary: $48k to $55k

Position Summary:

The Client Care Coordinator for the program will serve as the main point of contact for participants enrolled in the program that NGO Service Providers are not servicing. The Client Care Coordinator is expected to be a highly skilled staff that can incorporate evidence-informed practices in their work, navigate complex systems, and effectively coordinate with the funder and other partners. The primary goal is employment attainment for enrolled participants.

Fedcap Inc. is excited to play an integral part in the transformation of Tennessee’s economic absentee employment services initiative in its role as the Services Delivery Coordinator for the Western service area spanning Chester, Crockett, Dyer, Fayette, Gibson, Hardeman, Haywood, Lauderdale, Madison, McNairy, Shelby, and Tipton counties. Fedcap Inc. employees will work in partnership with service partners focused on providing tailored support for unemployed people - including those with a disability (physical, mental, developmental, or acquired), substance abuse disorder, criminal history, health complaint, or vocational deficit - on their journey towards employment and into sustainable work. Our goals are to enhance local capacity while amplifying the good work and best practices already underway.

Essential Job Functions:

• Manage a caseload of individuals from referral to employment and/or program exit, following all process flows with the primary goal of employment attainment

• Schedule and refer program participants to job readiness training and employment search activities in conjunction with job development and work readiness staff to achieve performance goals measured through documented job placements of program participants at least 20 hours a week.

• Go into the field to community events or other locations potential participants request to conduct a screening for program eligibility and create excitement over-enrollment in the voluntary program.

• Work with participants to develop their Assistance Pathway and Milestone Plan for their career and personal goals that are updated as needed over time. This includes the use of relevant assessment tools, coaching participants towards actionable next steps, and providing appropriate accountability structures to help them achieve goals.

• Help participants access family support resources using a two-generational approach that considers the full range of family needs. This includes support in accessing; health and wellbeing services, including mental health and domestic violence services; early childhood education and childcare services; K-12 education support for children; support networks and other forms of social capital (in addition to peer support groups detailed below); and economic assets such as public benefits, tax credits, and student financial aid, including assistance in navigating these systems.

• Identify and address barriers that stop participants and their families from achieving their goals.

• The work of a Client Care Coordinator will vary considerably based on participant needs and where they are on their plan. In addition to coaching and planning activities, day-to-day work may include things like helping a participant complete paperwork, attending an appointment with a participant, and making an introduction to a service provider, and following up with them and the participant to make sure appropriate services were received.

• Coordinate with all external Providers (including Secondary Service Providers, Agency Providers, and Community Providers) and ensure that Customers are making meaningful progress toward goals.

• Responsible for conducting outreach to referred participants, engaging participants in Provider activities, and re-engaging those participants who start to participate and subsequently disengage.

• Responsible for the engagement of participants and works with all staff to identify appropriate activities, resources, and supports for participants; contracted services for participants are translated into measurable performance metrics that are tracked for successful job performance.

• Partner with subcontract NGO service providers or other community partners on events to increase job readiness or hiring events.

• Observe all policies and procedures and attend all required training and certifications as scheduled.

• Responsible for capturing and recording employment goal achievement information to achieve contractual job placement targets.

• Diligently verify and report all aspects of participant milestone achievements to.

• Stress urgency and ownership, guiding participants through a learn-by-doing process during their service planning and delivery.

• Document activities, participation, compliance, and employment progress in the Electronic Case Management (ECM) systems.

• Assist in compiling data for reports, including but not limited to, participant timesheets and placement and retention reports.

• Participate in learning collaboratives through both regional and online conferences.

• Perform other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

• Bachelor's degree in human services, social services, business administration, or related field from an accredited institution preferred.

• Two (2) years experience in case management, administration, social services, or related field

• and/or education, training, or other experience determined to be acceptable to the agency.

• Being bilingual in Spanish is a plus.

Knowledge, Skills, and Abilities:

• Demonstrable knowledge of

• mission, vision, and goals of The Fedcap Group and execution of relevant policies and procedures.

• strong organizational and communication skills (both verbal and written).

• department policies, procedures, and ability to support the program framework.

• developing, evaluating, and implementing a case management plan that is milestone-driven.

• Demonstrable ability to

• exercise a high degree of initiative, judgment, discretion, and decision-making to achieve organizational objectives.

• analyze situations accurately and take effective action.

• evaluate and intervene in crises.

• exercise judgment and discretion in developing, applying, interpreting, and coordinating policies and procedures, including quality issues.

• prepare and present comprehensive reports.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

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

Position Type/Expected Hours of Work:

This is a full-time position, and the hours of work and days are typically Monday through Friday, 8:00 a.m. to 5 p.m. but will be determined by your supervisor. On a rotating basis, one evening and/or one weekend day is required. Role primary is based in the office, with some community, local, and remote work being required.

Travel:

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity, M/F/D/V.