Case Manager Bilingual (Spanish & English)

Ser Familia, Inc; Kennesaw (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Ser Familia, Inc in Georgia is seeking a dedicated Case Manager to support clients through assessments, planning, and service navigation. You will document needs, coordinate resources, and ensure compliance with agency policies while maintaining confidentiality.

The role requires a Bachelor’s degree in Psychology, Social Work, or a related field, 2–3 years of nonprofit case management experience, and fluent English and Spanish.

Qualifications

• Assess client needs and document plans aligned with agency protocols.
• Prepare documentation packets for initial visits and file uploads.
• Coordinate referrals and resources with community partners.
• Maintain HIPAA-compliant client records and confidentiality.

Responsibilities

• Answer phone calls and provide excellent customer service.
• Develop client-driven Individual or Family Plans with short- and long-term goals.
• Refer clients to clinicians and safety planning when required.
• Maintain timely, accurate documentation in Salesforce and folders.

Skills

Bilingual English-Spanish

Customer service

Multitasking

Case management

Nonprofit experience

Communication skills

Education

Bachelor’s degree

Tools

MS Office

Salesforce

Job description

• Answer Phone Calls and redirect them to the appropriate extension while providing excellent customer service.
• Ability to handle high volume of clients with various needs, while treating them with compassion and professionalism to empower them to achieve self-improvement.
• Prepare documentation package for the client’s initial visit, conduct the assessment and upload documents into Salesforece making sure they are in compliance with Seer Familia’s regulations and procedures.
• Demonstrate interpersonal, social, cultural, and cognitive skills to think critically and effectively on how to best serve each client
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Be able to identify any dangerousness or critical situation to support client’s safety as most important priority. When needed, refer clients to a Clinician to create an effective safety plan for client.
• Be able to help a client in a crisis situation as outline in the agency’s protocol.
• Listen to clients to obtain a clear understanding of their needs in order to develop a comprehensive client-driven Individual or Family Plan with both short- term and long-term goals to help clients achieve wellness and autonomy
• Provide orientation to clients on Ser Familia’s and other agencies programs and services so that they can make informed decisions that can be beneficial in accordance to their needs.
• Prepare all documentation required for the clients’ session, conduct assessment and upload all documentation into the system following all guidelines.
• Refer clients to appropriate and trustworthy resources to assist with meeting goals
• Develop strong, trustworthy, and professional relationships with clients to keep track of their progress, needs, and ensure satisfaction
• Evaluate and adjust Individual or Family Plans as client’s complete requirements. Keep close contact with those who are not following agency’s requirements and enforce agency client agreement as necessary
• Handle clients’ cases and Individual and Family Plan’s progress and determine closure when needed.
• Monitor the clients’’ progress and identify other needs that may have arisen. (Advocacy, Referrals, Follow up calls etc)
• Work in collaboration with staff members, keeping close communication to facilitate a strong and healthy team environment
• Create good working relationships with outside organizations/agencies who refer clients to Ser Familia, Inc, and maintain high levels of professionalism in all interactions
• Report critical incidents or matters immediately to the agency’s Programs Director and /or Case Manger Supervisor.
• Maintain effective usage of time, high levels of organization and detail
• Deliver accurate, high-quality documentation within specified deadlines and timelines
• Maintain clients’ files organized and data base profiles updated to include cases’ notes, contacts, services provided, and documents recorded
• Collect and report data necessary to meet funding requirements and statistical reports
• Adhere to professional standards as outlined by Ser Familia’s employee manual, protocols, rules and regulations
• Maintain strict confidentiality of all sensitive information of clients and organization. Must adhere to HIPAA (Health Insurances Portability & Accountability Act of 1996) compliance.
• Willing to commute to other Ser Familia’s locations to perform the job duties in response to business needs and/or if requested by the Supervisor.
• Perform other duties as assigned

Requirements

• A Bachelor’s Degree in Psychology, Social Work, Human Services or related field or equivalent work or volunteer experience and training preferred.
• 2-3 years of experience as a Case Manager preferably on a Non-Profit Organization.
• Must work well with persons of varied sexual preference, racial, ethnic, cultural, socioeconomic backgrounds, and with individuals who are differently-abled.
• Must be fully bilingual English- Spanish (write, read and speak).
• Customer Service Oriented.
• Ability to work on different tasks simultaneously and able to meet deadlines.
• Previous employment or volunteer work in human services, community agencies or other related nonprofit or social change organizations a plus.
• Good oral and written communication and computer skills are required.
• Advanced computer knowledge (MS Office, Salesforce is a plus)