Help Senior Case Manager

Help 365 Bronx Senior Case Manager

Help 365 Bronx Senior Case Manager serves as a senior member of the Help 365 Bronx team, providing direct case management services while supporting the daily operations, quality assurance, and overall effectiveness of the case management program. This position assists individuals and families in accessing public benefits, emergency food assistance, housing stabilization resources, and other community services that promote long-term self-sufficiency.

The Help 365 Bronx Senior Case Manager will report to the Assistant Director of Social Services at the 1290 Hoe Avenue, Bronx, NY 10459 location. The schedule for this position is Tuesday through Saturday, 8 AM - 4 PM; 1-hour unpaid lunch. This is a Full-Time position, 35 hours a week, non-exempt.

Responsibilities:

Leadership & Program Oversight

• Provide day-to-day guidance, mentorship, and operational support to Case Managers and volunteers.
• Assist the Assistant Director of Social Services with overseeing daily Help 365 Bronx operations at the 1290 Hoe Ave location.
• Monitor staff productivity, service quality, and adherence to department policies and procedures.
• Ensure exceptional customer service is consistently provided and assist in resolving participant concerns and conflicts.
• Train and onboard new Case Managers and volunteers on case management procedures, databases, and program expectations.
• Monitor the accuracy and completeness of client records and ensure timely documentation in the client database.
• Maintain inventory of office supplies and program materials, ensuring uninterrupted daily operations.
• Represent NYCP at coalition meetings, community events, and partner organization meetings as assigned.

Case Management & Client Services

• Conduct comprehensive intakes and assessments for new and returning participants.
• Screen participants using the ACCESS NYC Benefits Screening Tool to determine eligibility for public benefits and entitlements.
• Assist participants with applying for and maintaining benefits, including SNAP, Medicaid, Cash Assistance, SSI, and other available resources.
• Refer participants to employment, housing, healthcare, legal, and other supportive services as appropriate.
• Confirm receipt of benefits through Human Resources Administration (HRA).
• Coordinate appointments with Health Care Navigators and ensure participants have required documentation.
• Process emergency food assistance and pantry memberships.
• Complete annual recertifications and benefit re-screenings for pantry members.
• Resolve pantry membership issues, including inactive or replacement membership cards during food distribution.
• Maintain accurate, timely, and confidential case records.

Data Management & Reporting

• Monitor data quality and ensure accurate entry of client information into agency databases.
• Assist with contract reporting, data collection, and program performance tracking.
• Maintain participant confirmation logs and benefits tracking spreadsheets.
• Support continuous quality improvement initiatives by identifying data discrepancies and recommending corrective actions.

Outreach & Collaboration

• Conduct community outreach to increase awareness of NYCP's food distribution and case management services.
• Participate in bi-weekly case management meetings and other departmental meetings.
• Meet established program goals, performance metrics, and service targets.
• Other responsibilities as assigned.

Qualifications:

• Full professional proficiency level in English and Spanish is required.
• A Bachelor's degree in Social Work, Human Services, or a related field; equivalent work experience is preferred.
• Commitment to helping the communities in need and NYCP's work and mission.
• Solid computer literacy and general administrative/clerical skills.
• Professional written and verbal communication skills.
• Proficient with Microsoft Office Suite and Google Drive.
• Experience with case management databases.
• Experience with public benefits and utilizing database platforms to capture information.
• Experience managing challenging interactions and de-escalating situations with clients while maintaining safety, dignity, and respect.
• Cultural sensitivity and respect when serving diverse communities.
• Strong multitasking skills and ability to work efficiently in a fast-paced, high-traffic environment.
• Strong customer service and interpersonal skills.

This is not an exhaustive list of all responsibilities, duties, skills, efforts or requirements, or working conditions associated with the job. While this is intended to be an…