Health/Human Service Case Manager II (#MDDZ58)
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$40,446.00 Yearly Min / $50,558.00 Yearly Mid / $60,670.00 Yearly Max

An employee functions under the direct supervision of a technical or administrative supervisor and is responsible for long-term/short-term determination, development, and implementation of a service plan to meet a client's personal, social, health, or financial needs in a cost-effective, timely, and productive manner. Work includes redetermining the status of client needs and involves extensive interaction with clients, service providers, health and human service agencies, and resources to see a case through to completion. An employee performs service evaluations and site monitoring which includes authorization of services, and collecting, analyzing, and evaluating client progress to ensure service plan goals/objectives are met. An employee may interact with other professionals in the development of an interdisciplinary team plan. Work may include recommending and authorizing changes to service plans. A significant aspect of the work is to act as a liaison, between client, provider, and agency to address and solve problems and issues and deal with possible emergency/crisis situations. 

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, employees can complete job duties of a similar kind not specifically listed here. 

This class is distinguished from a licensed Social Worker as employees do not perform the following duties: diagnose individuals for mental, emotional, behavioral, addictive, and/or developmental disorders and disabilities; perform related client assessment or evaluation; provide psychotherapeutic treatment; or develop and implement assessment-based treatment plans. An employee in this class may participate as a member of a multi-disciplinary team to implement behavioral health services or treatment plans in accordance with Delaware Code, Title 24.  

• Interviews client, family, or professional sources to determine the client’s needs for a variety of health and human services which may include employment, job search, and basic skills remediation.


• Develops a comprehensive cost-effective service plan utilizing in-house sources, referrals, contracted providers, or institutions (Service plans may include job training and employability, housing, general public assistance, in-home services and supports or home-delivered meals, de-escalation techniques, peer services, or skill development).


• Conducts ongoing monitoring and assessment of service delivery for optimum quality and efficiency; authorizes and recommends necessary changes and adjustments.


• Maintains comprehensive case records, summaries, statistical and narrative reports, and completes required forms.


• Establishes effective working relationships with clients, family, community, and professional sources.


• Provides guidance and relevant information to connect clients with needed services which may include protective, adoption, and related services.


• Provides information and case coordination on-site, via email or telephone to individuals or groups.


• Supplies information and responses to inquiries regarding services for clients, family, community, and government agencies.


• May provide supportive casework to clients prior to, during, or after hospitalization based on physician diagnosis and recommended treatment.


• Uses automated information systems and computer software to research, review, evaluate, and report on health/human service data. 


• Communicates and interacts effectively with people across cultures, ranges of ability, genders, ethnicities, ages, and races.


• Performs other related duties as required. 

The listed knowledge, skills, and abilities give a general indication of the core requirements for all positions in the class series; therefore, the KSAs listed are not exhaustive or necessarily inclusive of the needs of every position in the class. 

Note: Employees are not required to be proficient in the KSAs listed in this section at entry, but within six months to one year of performing work as described in each level of work. 

• Knowledge of program criteria, services, resources, and standards of health care, cost factors, and service delivery.
• Knowledge of the principles, practices, methods, and techniques of health and human service work.
• Knowledge of eligibility and other applicable agency, state, or federal laws, rules, regulations, standards, policies, and procedures.
• Knowledge of information systems, and federal and state reporting requirements.
• Knowledge of health and human service principles, practices, skills, and processes.
• Skill in interviewing, oral and written communication, and interpersonal relations for effective interactions with client/family providers and agencies.
• Skill in problem-solving, analysis, interpretation, and application of laws, regulations, and policy.
• Skill in case management.
• Skill in mathematical computation.
• Skill in using computer software and automated information systems to enter, update, retrieve, and report on data. 
• Ability to complete work in a timely and effective manner.
• Ability to accurately determine client needs, recommend action plans, and assess agency/provider service delivery and performance.
• Ability to establish and maintain effective working relationships with clients, family, providers, agencies, and the public.
• Ability to gather, compile, and record, information for comprehensive statistical and narrative reports and summaries as required. 

JOB REQUIREMENTS for Health/Human Service Case Manager II
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Six months' experience in case management which includes assessing, planning, developing, implementing, monitoring, and evaluating options and services to meet an individual's human service needs.
2. Six months' experience in making recommendations as part of a client's service plan such as clinical treatment, counseling, or determining eligibility for health or human services/benefits.
3. Six months' experience in interpreting laws, rules, regulations, standards, policies, and procedures.
4. Six months' experience in using an automated information system to enter, update, modify, delete, retrieve/inquire and report on data.
5. Six months' experience in narrative report writing.