Case Management Associate

Summary:

Our case managers focus on guiding government services applicants through the program application process. This involves communicating with applicants, verifying program eligibility, gathering and uploading documentation, and ensuring a high level of customer service and accurate record-keeping. Key tasks include explaining processes, assisting with application completion, and updating applicants on their status. 

Core responsibilities

• Applicant communication: Provide professional and frequent communication with applicants, guiding them through every step of the program application process.
• Program knowledge: Develop a deep understanding of program eligibility criteria, requirements, and processes.
• Application processing: Assist applicants in completing their applications, review them for completeness, and ensure all necessary documentation is collected.
• Data management: Accurately record all communications and upload applicant documentation into the designated program system.
• Eligibility assessment: Review applicant information, including vulnerability factors, to assign the correct priority status to their application.
• Quality assurance: Ensure all decisions comply with program guidelines and maintain accurate case records. 

Required skills and attributes

• Communication: Strong written and verbal communication skills are essential for interacting with applicants, clients, and internal teams.
• Attention to detail: Meticulous attention to detail is necessary for accurate data entry, document review, and compliance with program policies.
• Problem-solving: The ability to resolve issues and address applicant concerns is a key part of the role.
• Organization: Must be able to manage a high volume of cases and meet daily processing goals and deadlines.
• Adaptability: The ability to quickly adapt to changes in program protocols, software, or timelines is crucial.