County of Alameda

DESCRIPTION

Under general supervision, to perform specific-program, long-term case management in the Health Care Services Agency (HCSA) case management, care coordination, home visiting and/or family support programs and work collaboratively to provide a seamless system of services and support for clients in Alameda County; may also be responsible for, group facilitation, and a variety of community and health education activities, acts as a liaison between communities, agencies, and other resources, services and program staff; and to do related work as required. Case management is defined as sustained, in-person work with families over a period of nine months to two years.

DISTINGUISHING FEATURES

Family Support Case Manager classes are found only in the Health Care Services Agency. Family Support Case Managers are distinguished from the lower level classification Family Support Care Coordinator by the following elements:

• Assigned the more complex, high acuity cases, i.e. clients with medical and social risk factors resulting in longer-term interventions with families.

• May conduct in-person home visits at least two times a month, more frequently as needed and over a period of up to two years.

• Family Support Case Managers are further distinguished from the Senior Family Support Case Manager in that the latter:

• Performs program mandated home visits (2-4 times per month) following strict guidelines and curricula as dictated by evidence-based models.

• Is responsible for Targeted Case Management Reporting (TCM) and documentation.

• Is assigned to the most complex cases, i.e. clients with complicated medical and social risk factors including but not limited to chronic homelessness, mental illness, and involvement with Child Protective Services.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Describes to clients program objectives, services, capabilities and limitations and explains client rights and responsibilities; evaluates cases and initiates a plan for service.

2. Screens and interviews clients regularly in their homes, in the office, in other locations in the field – such as neighborhood centers, health provider offices or other community locations amenable to the client – and by telephone to determine client needs.

3. Assesses mental, physical, and behavioral health status and needs as well as wellness indicators such as nutrition, childcare, transportation, food access, housing conditions, and family relationships; screens for preventative and urgent dental restorative care; may provide financial counseling and support to clients on managing finances.

4. Provides parent education and support based on specific program curricula and frameworks, if working with clients with children.

5. Creates detailed care plans for client needs; collaborates with other organizations, medical/dental providers to assure attainment of service and optimal care for the client and family’s needs.

6. Effectively communicate and provide interventions and support for clients to reach their identified case goals and service plans with reflection and support.

7. May facilitate and support a series of groups including, but not limited to, group health education classes, group social empowerment classes, and support groups.

8. Attempts to affect the psychosocial and socio-economic needs of clients through reflection, supportive counseling, and motivational interviewing.

9. Performs community outreach and health education activities to targeted groups and/or individuals.

10. Informs clients of community services available and may contact those agencies/ community-based organizations on clients' behalf.

11. As a case manager, maintains thorough understanding and knowledge of community services including but not limited to medical and dental care, domestic violence, food access, family support services, mental health, alcohol and drug services, etc. based on the client’s needs.

12. Identifies and addresses access to care barriers, including but not limited to availability and proximity to care providers, transportation, cultural and/or linguistic.

13. Engages in administrative and reflective supervision with supervisor and/or program manager regarding workload, case management activities, performance, and work activities.

14. Maintains accurate, detailed and thorough electronic case records and notes of all client encounters, referrals, and case activities.

15. Participates in quality assurance activities and Continuous Quality Improvement (CQI) activities.

16. Participates in required and recommended trainings; attends staff conferences and staff meetings.

17. Acts as liaison and collaborator with Alameda County agencies, community-based organizations, faith-based organizations, and local public and private service providers to establish strategic alliances to support the development of programs and services for clients.

18. May perform special assignments as directed by the supervisor, manager or department head.

MINIMUM QUALIFICATIONS

Either
Pattern I

Four (4) years as a Community Outreach Worker or in an equivalent or higher-level classification performing complex care coordination/case management duties.

Or
Pattern II

Possession of a Bachelor’s degree and two (2) years of experience working with clients with medical and social risk factors in a health care or social services setting.

NOTE: The Civil Service Commission may modify the above minimum qualifications in the announcements of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge:

• Extensive knowledge of community and governmental services and resources
• Interest in working with multi-stressed and multicultural families and the communities in which they live.
• Experience observing clients, recording information, conducting client interviews, implementing service plans.
• Problem-solving techniques, handling crisis intervention matters, and using proper decision-making skills.
• A strong desire to help others and the ability to establish trusting relationships.
• Effective communication and interpersonal skills including reflective practice.
• A sense of responsibility and the ability to manage time effectively.
• Knowledge of and experience with interviewing techniques and methods including Motivational Interviewing.
• Knowledge of Ten Essential Public Health Services
• Understanding of basic social needs, attitudes and behavioral patterns; the principles of counseling and health education, health promotion, disease prevention, and preventive health care.
• Knowledge of community structures and dynamics and method of group facilitation.
• Outreach experience and knowledge of, program development, implementation and evaluation. • Knowledge of computer database operation and basic data entry skills.

Ability to:

• Establish and maintain effective working relationships with clients, their families, professionals, para-professional and support staff in the department, outside agencies, schools and with the general public in a variety of ethnic and cultural communities.
• Communicate clearly and effectively, both orally and in writing with linguistic and cultural proficiency.
• Follow prescribed procedures and policies.
• Obtain and maintain accurate case information in electronic database format.
• Understand and accept differences in attitudes toward health problems resulting from medical, cultural, socio-economic and other factors.
• Understand the connections between social conditions (income/community economics, transportation, education, housing, incarceration) and individual and community health
• Use knowledge to assist clients in accessing resources that address barriers.Analyze client activities and integrate appropriate program activities/services.
• Establish trust with families in order to obtain accurate personal, sensitive and confidential data from clients across ethnic and cultural lines.
• Research, prepare, and deliver preventive health presentations.
• Recognize the contributions of diverse opinions and perspectives
• Incorporate ethical standards of practice into all interactions with individuals, organizations and communities
• Communicate information to influence behavior and improve health

CLASS SPEC HISTORY

Newspecs: 6707
SJ:cs 6/9/16
CSC Date: 6/22/16

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.