Case Manager

• MUST have a smart phone to use PassKey
• Pass High Speed Internet Speed Test
• previous call center work environment experience
• designated work area at home
• reliable transportation
• Remote
• Customer Service
  Job Summary
  The Case Manager plays a key role in supporting the Program Assistance Center by providing critical
  resources to clients and efficiently processing utility assistance applications. This position evaluates
  client needs, determines program eligibility, develops individualized Energy Security Plans, provides self
• sufficiency coaching, and connects households with community resources.

This position ensures the

timely and effective delivery of services to meet the needs of our vulnerable client community,

contributing to the overall mission of supporting individuals in crisis and ALICE (Asset Limited, Income

Constrained, Employed).

Qualifications



Education:

HS Diploma or equivalent

 Experience Minimum of one (1) year of experience in a call center, customer service, or related

environment. Experience conducting client interviews, assessing needs, maintaining case

documentation, and working with multiple computer systems is preferred.



Technology:

Ability to use a personal smartphone or mobile device to complete required multi

• factor authentication and securely access organizational systems.

Ability to maintain reliable,

high-speed internet service with a minimum download speed of 200 Mbps to ensure effective

operation of required software, communication platforms, and agency systems.



Required Licenses, Certifications, and Training:

Access to transportation

Responsibilities

 Process utility assistance applications with empathy, accuracy, and efficiency, ensuring timely

service delivery to clients.

 Respond to client phone calls with empathy, compassion, and professionalism.

 Maintain program dashboard and case tracker by following established protocols, including time

and accurate data entry, and adhere to the designated contact schedule to ensure consistent

and effective client engagement and application processing.

 Conduct comprehensive assessments to identify barriers to energy stability and determine

appropriate services and referrals.

 Review and validate client utility application information within Salesforce Database (ROSIE).

 Prioritize workload based on program requirements, client needs, utility shut-off status, and

established timelines.

 Provide self-sufficiency services including but not limited to needs assessment, energy security

plan, financial discussions, energy savings discussions, weatherization referrals and budget

reviews.

 Document clear, detailed and professional contact notes in ROSIE for every call, transaction or

change in a client's application.

 Send crisis intervention emails to vendors using approved email templates.

 Provide the resources and referrals that the client has identified as needs in a timely and

documented manner.

 Communicate with other agencies when necessary, using approved email templates.

 Support the completion of Client satisfaction survey when enrollment is completed and follow

up check-in calls.

 Maintain updated knowledge of current eligibility guidelines, documentation standards, and

program changes.

 Maintain strict confidentiality of client information and comply with all organizational policies,

grant requirements, and applicable privacy regulations.

 Maintain compliance with all grant requirements, organizational policies, quality assurance

standards, and established program procedures.

Personal Attributes



Mission-Driven:

Demonstrates a deep commitment to the mission and values of United Way of

South Central Michigan and incorporates them into daily work.



Collaborative Team Player:

Thrives in a team environment, contributing positively and working

effectively with others to achieve shared goals.



Solution-Oriented Problem Solver:

Proactively identifies challenges and develops practical,

innovative solutions to address them.



Culturally Sensitive:

Demonstrates awareness and respect for the cultural diversity of both

colleagues and clients, fostering an inclusive and supportive environment.



Integrity:

Upholds a strong moral character, consistently doing what is right, and responsibly

using time and resources to serve the organization's mission.

Work Environment & Physical Demands

 Occasional in-person attendance at staff meetings within normal business hours is required.

 The position may involve exposure to sensitive or potentially traumatic information and direct

interaction with individuals or families in crisis.

 Physical requirements include frequent use of hands for handling objects, tools, or controls;

talking, bending, squatting, twisting, climbing, kneeling, reaching, and occasionally lifting or

carrying up to 30 pounds.

 Vision requirements include close-up work, distance vision, and the ability to adjust focus.

 Reasonable accommodation will be made to enable individuals with disabilities to perform

essential job functions