Health​/Human Service Case Manager II

Introduction

Make a Difference with DHSS
Our mission at the Department of Health and Social Services (DHSS) is to improve the quality of life of Delaware citizens by promoting health and well‑being, fostering self‑sufficiency, and protecting vulnerable populations.
We prioritize personal and family independence by assisting individuals and families in a variety of life areas.
We offer numerous career opportunities and are dedicated to attracting and retaining highly talented individuals who are ready to make a difference in their community today.
DHSS is a great place to kick‑start your profession.
For more information, please visit (Use the "Apply for this Job" box below). today!

As a Health/Human Service Case Manager II assigned to the Division of Social Services’ Customer Relations Unit (CRU), you will serve as a customer‑focused liaison supporting clients, stakeholders, and internal program areas. This role is responsible for researching and resolving complex client concerns, responding to escalated inquiries, and ensuring timely, accurate communication regarding public assistance programs.

You will review case records, verify documentation, and collaborate with eligibility staff and program supervisors to address issues related to programs such as Food Supplement Benefits (SNAP), Medical Assistance, Delaware Healthy Children’s Program (CHIP), Subsidized Child Care, State‑Funded General Assistance (GA), and Temporary Assistance to Needy Families (TANF). The position emphasizes problem‑solving, customer advocacy, and service recovery, ensuring that client concerns are addressed appropriately and in accordance with policy and regulation.

This role is not a call‑routing or switchboard position. Instead, it combines analytical skills, written and verbal communication, professionalism, and the ability to manage sensitive situations to provide high‑quality customer service. The Case Manager II in CRU plays a key role in promoting transparency, accountability, and trust between the Division of Social Services and the communities it serves, while helping meet the needs of Delaware’s vulnerable and low‑income residents.

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…