Intake Case Manager

Job Summary

Student Outreach, Advocacy & Support (SOAS) provides non-clinical case management support to students who have experienced an unanticipated life event that may impact their ability to focus on their education goals. The Intake Case Manager is an integral part of SOAS, this position provides referral coordination and office management support to the team. The Intake Coordinator reports directly to the Program Manager for Student Outreach and Support.

This position will have a primary function of working in intake and customer service; which includes referral management and assignment to the case management staff and coordination of the incoming referrals through walk-ins, phone, and email. This position is also responsible for office management and support of the SOAS student employees. This position will work directly with the case management staff and campus partners to ensure students are receiving the support they need.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

The Division of Student Life consists of 36 departments that provide student support and services dedicated to helping students become successful, curious, competent individuals during their time at CU Boulder.

Student Outreach, Advocacy, & Support works with students to reduce the adverse impact of challenging situations. Staff take a holistic, non-clinical case management approach to help students address their needs or personal life events that may affect their educational career. A case manager supports a student by facilitating connections and navigating resources and services, whether on campus or in the community.

We assist students’ mental health, emotional well-being and safety by providing outreach, resources and referrals.

• Coordinate centralized case management process for office in collaboration with office leadership. This includes reviewing all incident reports submitted to office, creating cases, assigning cases to case managers, and coordinating care with other offices as needed through the Maxient case management software.
• Provide entry-point services including intake and assessment, crisis intervention, information on system-wide operations (Course Drop Process, Withdrawal Process, Tuition Dispute, Retroactive Withdrawal, In completes, Leave of Absence, etc.), problem solving, and referrals to Case Managers and appropriate university and community resources for ongoing support.
• Required to listen, triage information gathered, and determine next steps for complex and unique situations without precedent or guidance.
• Application of principles of crisis management and de-escalation techniques to determine how to best assist and/or refer intensified students and parents in person or over the phone.
• Be responsible for shared email account and incoming phone calls.
• Obtain and review updates on distressed students and facilitate the flow of information between appropriate offices.
• Responsible for providing support to students referred for mild, moderate, or early alert concerns as needed.
• Communicate with parents/guardians, families, or designated emergency contacts as appropriate.
• Coordinates follow-up and tracking of students to monitor progress and ensure compliance with recommendations; maintains confidential student records.
• Completes documentation and maintains record keeping of student cases in Maxient, an electronic database.

• Provides ongoing case management support to student referrals of varying levels.
• Serves as a point of contact and provides consultation for campus community members who are seeking guidance and advice about our services for students who may be experiencing distress; also communicates intervention steps and procedures.
• Respond to walk-ins and phone calls related to students in distress as needed.
• Acquire and review information on distressed students and facilitate communication between the relevant offices both on campus and in the greater community.
• Assist referred students in making use of university and/or community resources and services.
• Provide one-on-one consultation with students seeking guidance and resolving educational and personal challenges;
• Communicate with parents/guardians, families, or designated emergency contacts as appropriate.
• Serves as a member of the case management team and communicates current information related to cases concerning students; works closely with the leadership and assists in determining appropriate action to take on referred cases.
• Coordinates & implements recommendations from Behavioral Intervention Team (BIT Team) regarding students as appropriate.
• Maintains…