Mission Case Worker

WRKFOR CONN CNTR-ENGLEWOO 6054 S Western Ave Chicago, IL 60636, USA

The Mission Case Worker supports Case Managers with resource coordination: initiate referrals, confirm eligibility requirements, support appointment scheduling, and complete follow-up to confirm resource connection.

Implements strategies to achieve the goals for the organization and Mission Services. Sustains policies, procedures, and programs. Typically works on projects and tasks that span 3 – 12 months.

• Support Case Managers with resource coordination: initiate referrals, confirm eligibility requirements, support appointment scheduling, and complete follow-up to confirm resource connection.
• Conduct needs screening and gather information to support appropriate resource matching; identify access barriers (documentation, transportation, scheduling) and help service seekers navigate next steps.
• Maintain and continuously update a resource catalog and partner contacts; share updates with the team.
• Coordinate supportive services processing (as applicable): collect required documentation, communicate with vendors/providers, track distribution (e.g., vouchers), and gather invoices/receipts for approval and audit readiness.
• Track referral status and service seeker follow-through; identify patterns or recurring barriers and communicate to Case Managers/Program Manager for plan adjustments.
• Provide customer support to service seekers by answering questions, explaining processes, coordinating reminders and meeting logistics, and appropriately escalating complex needs to the Case Manager or other designated team members.
• Meet with service seekers through a combination as required by the program model (e.g., in-person/virtual/community-based meetings), primarily for resource connection and follow-up.
• Document service seekers contacts, referrals, supportive services, and outcomes accurately and on time in required systems; maintain confidentiality and data integrity.
• Participate in staff training, team meetings, and continuous improvement activities; contribute operational insights on resource flow and partner performance.
• Maintain flexible scheduling when needed for service seekers engagement, consistent with program practices.
• Project and Change Management:
  Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Periodically serves as a team member or subject matter expert on formal or department projects. Effectively engages in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
• Problem Solving:
  General supervision, regular review of work by manager or senior coworker. May be paired with senior team member for development purposes. Uses skills to solve problems of routine complexity; able to identify root cause, interpret data, and resolve issues.
• Technical
  
  Skills:
  
  Fundamental knowledge of professional principles and skills. Works in compliance with established procedures.
• Community Engagement:
  Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedules and interest permit.
• Responsible for completing other duties/responsibilities as assigned.

• Two years of college education or experience equivalency, and a minimum of 1 year experience.
• Experience in resource coordination, human services support, customer service navigation, or similar service seekers‑facing support work.
• Strong working knowledge (or ability to learn) community resources and eligibility considerations; ability to maintain accurate resource information.
• Strong organizational skills, attention to detail, and ability to manage documentation and follow‑up deadlines.
• Proficiency in Microsoft Office; ability to learn/use case management and tracking systems.
• Must have a valid Driver’s License, a vehicle, and insurance coverage and willing to drive within the program service area to meetings.
• Spanish preferred (program dependent).

• Customer Focus:
  Independently anticipate and meet customer needs, while…