Case Manager

JOB PURPOSE:

The Case Manager is responsible for promoting awareness of the U.S. Customs and Border Protection (CBP) Workforce Wellness Program, conducting eligibility screenings, and coordinating access to wellness services for eligible CBP employees and their family members. This position serves as a primary point of contact for clients, ensuring they are connected to appropriate resources and support services that enhance overall wellness, resilience, recovery, and quality of life. The role requires accurate documentation, adherence to organizational policies and procedures, and compliance with all applicable contractual and regulatory requirements.

As a member of a multidisciplinary team, the Case Manager provides comprehensive case management services by assessing client needs, developing individualized wellness plans, coordinating referrals, and facilitating access to behavioral health, wellness, and community-based resources. This position serves as a liaison between clients, clinicians, and external service providers, to ensure coordinated service delivery and positive client outcomes. Services may be provided in office-based, community-based, or virtual settings, with a focus on supporting participants throughout their engagement in the Workforce Wellness Program.

ESSENTIAL JOB RESPONSIBILITIES:

• Coordinate and communicate referral, authorization, and invoicing procedures with external providers, providing guidance on process changes, documentation requirements, and program expectations to maintain compliance and operational efficiency.
• Assess individual and family needs and collaborate with clients to develop comprehensive wellness plans that identify goals, recommended services, and appropriate support resources. 
• Coordinate, monitor and document service delivery in alignment with client needs and established wellness plan. Maintain accurate, timely, and detailed case records, including notes and supporting documentation, in accordance with organizational policies, contractual requirements, and program procedures.  
• Advocate for client access to wellness services and community benefits. Establish and maintain relationships with community partners, maintain resource networks, and assist clients in navigating referrals and accessing appropriate services.  
• Provide wellness-focused case management services to law enforcement personnel and their eligible family members, ensuring participants receive appropriate support, resource coordination, and referrals to internal or external providers as needed. 
• Review, verify, and process invoices submitted by external service providers, ensuring services rendered are accurately documented, authorized, aligned with client referrals, and compliant with program requirements prior to payment processing.
• Monitor and validate provider credentialing status on an ongoing basis to ensure services are delivered only by approved, qualified providers who have successfully completed the organization's credentialing and vetting requirements.
• Serve as a liaison between clients and external providers by addressing service-related concerns, facilitating communication, and coordinating resolutions to ensure quality service delivery and positive client outcomes.
• Other duties as assigned.
• Demonstrate Exceptional customer service, in Everything you do, by placing the client first to support our mission to "Empower people to build better lives for themselves, their families, and their communities."

ESSENTIAL QUALIFICATIONS: 

EDUCATION: Bachelor’s degree in social work, Sociology, Psychology, or related field preferred OR any combination of experience and education that results in the required knowledge, skill, and abilities is required.

EXPERIENCE: 2-4 years of case management experience preferred. 2+ years in a customer service-focused environment preferred. Experience with law enforcement, veterans & their families is a strong plus.  

ATTENDANCE: Must maintain regular and acceptable attendance at such level as is determined in the employer’s sole discretion.

LICENSES: Driver’s License with clear record. Must be able to pass a government background investigation.

OTHER: Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must not pose a direct threat or significant risk of substantial harm to the safety or health of themselves or others.

Endeavors has a longstanding practice of providing a work environment that is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, marital status, sexual orientation, gender identity, genetic information, disability, military or veteran status, or any other characteristic protected by law. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. 

Endeavors also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email  [email protected] or speak with your recruiter. 

Endeavors is dedicated to offering reasonable accommodations for individuals with disabilities. If you are a qualified candidate with a disability and need help submitting your application online, please reach out to us at [email protected]. If you are chosen for an interview, we will provide further details on how to request accommodations for the interview process.