ConnectLine Resource Case Manager

Overview

Loudoun Cares (LC) serves County residents and nonprofits to connect those who serve with those in need to build a stronger community. Our Connect Line and online Volunteer Center function as a hub connecting resources and coordinating services. This contract-funded role supports health and human services work in Loudoun County as a Resource Specialist Case Manager.

The Resource Specialist Case Manager has working knowledge of health and human services, nonprofit and government programs. The candidate should demonstrate supportive listening, creative problem solving, and crisis intervention skills. The Case Manager must work with initiative with limited supervision, navigate the Service Point database, and provide accurate and consistent case management procedures. Excellent communication and problem solving skills are essential. This position is based on contract funding.

The Resource Specialist Case Manager is responsible for all duties assigned to the case manager, as well as any needed resource specialist tasks.

• Client Support and Case Management – Conduct intake assessments for service eligibility; develop individualized service or care plans with measurable goals; provide ongoing case management, including regular check-ins, advocacy, and referrals to appropriate community resources; maintain consistent and reliable contact with clients to monitor progress and adjust service plans as needed; facilitate crisis intervention and conflict resolution as needed.
• Collaboration and Coordination – Build and maintain strong professional relationships with community partners and referral sources; participate in team meetings to coordinate care and share relevant updates; work in partnership with local agencies, nonprofits, and government programs to streamline access to services.
• Documentation and Compliance – Maintain accurate and timely documentation within case management software (Wellsky - Service Point); track outcomes and prepare reports as required by management and board of directors; ensure confidentiality and adherence to internal requirements.
• Program Support and Development – Identify gaps in community resources and provide feedback to improve design; support program evaluation through data collection and client feedback; attend community meetings, outreach events and trainings as required (e.g., Chamber meetings, County/Town Government hearings, information fairs).

• Must be over 18 years of age.
• Demonstrated experience with interviewing, assessments, active listening and problem solving in human services.
• Ability to work collaboratively with staff, administration, volunteers, agencies and clients.
• Empathy for people in difficult circumstances; excellent problem solving and mature judgment.
• Understanding of confidentiality and commitment to maintaining it in all agency work.
• Ability to handle stress and work under pressure; maintain appropriate boundaries with clients; ability to manage crisis.
• Ability to input accurate information into the Wellsky - Service Point system and follow procedures.

• Empathy and active listening; ability to build trust with clients.
• Problem solving with critical thinking and creativity.
• Organization and the ability to manage multiple cases and priorities.
• Cultural competency and sensitivity to diverse backgrounds.
• Professional boundaries and ethical conduct.

• A degree in human services is preferred or 3 years of direct case management, human services, or related client support experience.
• Strong understanding of community resources and social service systems.
• Excellent organizational and documentation skills.
• Ability to work independently and collaboratively; commitment to equity, inclusion and trauma-informed practices.
• English fluency required; mastery of a second language is preferred.

• Ability to enter data, generate reports, and perform word processing tasks.
• Complete data entry for each client call and manage meeting recordings as needed.
• Keen attention to detail.

• Physical demands are those standard to this role; reasonable accommodations may be…