Case Manager

SUMMARY AND OVERALL OBJECTIVE OF THE JOB:

The Case Manager assists older adults in the Senior Center’s service area, allowing them to remain as independent as possible in their own homes, for as long as it is safe for the person to be there. Case Managers provide case management services to older adults who qualify for case management through their enrollment in Medical Assistance, by qualifying under Dane County’s case management program, or who need to receive municipally supported case management services.  Case managers also provide outreach services to local older adults whose needs do not rise to the level of case management.

The case manager assesses and evaluates the needs of older adults, formulates plans to address those needs, connects older adults with resources, coordinates the delivery of services, and helps support older adults’ caregiver network.  The case manager works with a multi-disciplinary team that includes not only other Senior Center staff, but also family members, caregivers, mental health providers, medical professionals, police and EMTs, and housing representatives. The case manager enhances the lives of older adults by empowering them to make choices about their lives and respecting those choices. The case manager provides support to older adults over varying periods of time, which may range from weeks to years. 

The case manager works to reduce older adults’ risk of being abused or victimized by scams.  The case manager performs outreach to the community to educate about programs and resources available to older adults.  The case manager advocates on behalf of older adults at the local, county, state and federal level as appropriate.

ESSENTIAL FUNCTIONS:

• Screen, assess, and evaluate the needs of older adults living in the Senior Center’s service area, using assessment tools provided by Dane County.

• Set goals with older adults and develop written plans of care for older adults based on those goals, meet with the older adult to discuss the plan and obtain written permission to pursue the plan, obtain signed release forms allowing staff to speak with others necessary to develop and implement the plan of care.

• Connect older adults with the resources necessary to meet their needs, make referrals as needed, assist in enrolling in programs, educate older adults and their support networks about available resources, and coordinate the delivery of necessary services.

• Provide on-going follow up to older adults receiving case management, maintain contact with clients after services are established to ensure consistent, on-going delivery, and to address new needs as they may arise.

• Manage day-to-day operations of the volunteer medical appointment driver escort service, implement RSVP’s driver escort program by screening and registering potential riders, taking requests for rides, scheduling rides with volunteer drivers, and providing support to volunteer drivers in the form of education and information.  Work with RSVP staff and Assistant Director in efforts to recruit volunteer drivers.

• Work with Dane County’s Adult Protective Services office, which works with very vulnerable and at-risk clients, make referrals to and accept referrals from this office.

• Oversee interns placed at the Senior Center, provide supervision, support, training and feedback to interns, and complete paperwork required by placing agency.

• Provide support to Senior Center’s Adult Day Program, assist with screening potential clients, assist clients with enrolling in financial support programs to help offset the expense of the program, work with program staff to address behavioral or medical concerns, help educate program staff about legal considerations and available resources for enrollees.

• Create documentation necessary to satisfy the requirements of the Dane County grant, as well as documentation required by good case management practice and Senior Center policy.  Maintain documents for required amount of time. Create and provide reports required by Dane County, as well as other reports requested by the Director. Be mindful that all documentation is a legal record and may be needed in a court of law.

• Assist in the creation of Powers of Attorney for Health Care for local older adults.

• Act as case manager for recipients of Medical Assistance, following state requirements for provision of that service and creating required documentation and necessary billing documents for that service. 

• Work with caregivers, providing educational and emotional support and assisting in creating future plans as well as locating respite opportunities.

• Provide support to the meal program, complete meal assessments and reassessments for home delivered meal recipients, and support volunteer home delivered meal drivers by providing information, intervening with clients (or client’s’ emergency contacts) when meal delivery does not go as expected, and being available for drivers to share observations and concerns about meal recipients.

• Work cooperatively with all members of the Senior Services Department staff team to ensure good customer service for all clients or potential clients.

• Attempt to maintain safe environments and situations for all Senior Center users, offer home safety assessments to case management clients, promote all falls prevention measures, offer loan closet equipment as appropriate, reach out to clients who do not attend activity at Center as expected to ensure safety, reach out to older adults who are not home as expected for home delivered meal to ensure safety, work with local first responders to ensure they are aware of older adults with dementia and other safety or mobility concerns.   

• Assist clients during Medicare’s Open Enrollment period annually, providing information to help older adults make informed decisions about their insurance coverage. Provide Dane County with requested information about such assistance at the end of each open enrollment period.

• Identify gaps in services available to older adults and advocate as appropriate for resources and programs to fill those gaps.

• Work on special initiatives and projects as directed by the Senior Services Director.

COMPETENCIES:

• Technical skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

• Problem solving - Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Project management - Coordinates projects; communicates changes and progress; completes projects on time.

• Customer service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

• Interpersonal skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

• Oral communication - Listens and gets clarification; responds well to questions; participates in meetings.

• Written communication - Writes clearly and informatively; able to read and interpret written information.

• Managing people – Makes self-available to other staff, interns and volunteers; provides regular performance feedback; develops others’ skills and encourages growth; fosters quality focus in others.

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

• Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

• Organizational support - Follows policies and procedures; supports organization's goals and values.

• Judgment - Includes appropriate people in decision-making process.

• Motivation - Demonstrates persistence and overcomes obstacles, measures self against standard of excellence.

• Planning/organizing - Uses time efficiently; sets goals and objectives.

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.

• Safety and security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

• Attendance/punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.

• Initiative - Volunteers readily; undertakes self-development activities; asks for and offers help when needed.

• Leadership - exhibits confidence in self and in others; inspires and motivates others to perform well; effectively influences actions and opinions of others.

SUPERVISORY RESPONSIBILITIES

This position may provide supervision to interns and provide directions to volunteer drivers in the meal and driver escort programs. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The Case Manager primarily works in an office and community center setting. Some off-site work and travel are required to conduct assessments within the homes of older adults, where environments may be unpredictable, uncomfortable, disagreeable, or dangerous, including exposure to allergens, tobacco smoke, or pets. 

The role involves significant emotional labor, including frequent interactions with individuals experiencing distress, agitation, or crisis.

PHYSICAL DEMANDS

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Frequently required to sit, stand, and walk. Must be able to navigate various residential environments, which may include climbing stairs or walking on uneven surfaces during home visits. 

Regularly required to lift or move up to 25 pounds and occasionally lift or move up to 50 pounds. Must be physically able to assist clients with wheelchairs, walkers, and other assistive devices. 

Frequently uses a computer and office equipment requiring repetitive hand movement. Constantly required to communicate verbally and in writing with clients, families, and multi-disciplinary teams.

POSITION TYPE AND EXPECTED HOURS OF WORK

This is a part-time, Non-Exempt position. The employee is expected to regularly work 32 hours per week within normal, day-time Senior Center operating hours. Rare evening or weekend availability is required for specific meetings, programs, or community events. 

This position is primarily on-site; however, limited remote work may be permitted with prior approval from the Senior Services Director based on operational needs.

TRAVEL

Frequent travel within the Village to meet with individuals, businesses, organizations, and Village departments. Infrequent travel out of the Village to other communities in the county or state to meet with stakeholders and conduct professional networking / development.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree in social work or other similar / relevant field of study.

• Two years of related experience.

• At least one year of working with older adults in the field of human services delivery.

• Competency in computers and various computer software, including common Microsoft Office software products.

PREFERRED EDUCATION AND EXPERIENCE

• Familiarity with existing Dane County services for older adults.

• Thorough knowledge of case management standards and procedures, including assessment tools, interviewing techniques, confidentiality, care planning, monitoring progress, and releases of information.

• Five years of related experience.

• Demonstrated ability to establish effective working relationships with older adults and their support networks.

• Previous experience working with multi-disciplinary teams.

ADDITIONAL ELIGILITY QUALIFICATIONS

• Valid drivers’ license and access to a personal, insured auto.

EQUAL OPPORTUNITY STATEMENT

The Village of Oregon 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

OTHER DUTIES

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.