Case Manager Bilingual (Spanish & English)

Ser Familia, Inc; Kennesaw (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Ser Familia, Inc in Georgia seeks a dedicated Case Manager to support clients through intake, assessment, and the creation of individualized wellness plans.

You will document accurately, upload records into Salesforce, coordinate with clinicians, and ensure HIPAA compliance.

Requirements include a Bachelor’s degree in a related field, 2–3 years in case management, and bilingual English/Spanish. A compassionate, team‑oriented approach is essential.

Qualifications

• Bachelor’s degree or equivalent work/volunteer experience.
• 2–3 years of Case Manager experience in nonprofit setting preferred.
• Fully bilingual English–Spanish (written and spoken) is required.

Responsibilities

• Answer calls and connect to appropriate extensions while delivering quality service.
• Prepare client intake documentation and upload into Salesforce in compliance with regulations.
• Develop client‑driven Individual or Family Plans with short‑ and long‑term goals.
• Provide orientation on Ser Familia’s programs and services to help clients make informed decisions.
• Refer clients to resources and collaborate with staff to ensure client safety.
• Maintain client files and report data to meet funding requirements.
• Communicate clearly with diverse audiences and adapt messaging as needed.
• Monitor progress and adjust plans as clients’ needs evolve.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Multitasking

Interpersonal skills

Education

Bachelor’s Degree in Psychology, Social Work, Human Services or related field

Tools

Salesforce

MS Office

Job description

Responsibilities

• 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)