Help 365 Senior Case Manager

Ny-Common-Pantry; New York (NY); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Paid Holidays

Paid Time Off

Health insurance

403(b) Retirement Account

Life Insurance

Pre-tax Transit Benefits

Job summary

New York Common Pantry is seeking a Help 365 Senior Case Manager in New York, NY. The role manages a caseload while guiding the Help 365 team, ensuring effective coordination of benefits, housing stabilization resources, and access to emergency food services.

You will lead staff, train volunteers, monitor data quality, and ensure compliance with program standards at the East Harlem location. Fluency in English and Spanish is required.

Qualifications

• English and Spanish proficiency required.
• Bachelor’s degree in Social Work or related field; relevant experience may substitute.
• Experience with case management databases.
• Strong customer service and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with Microsoft Office and Google Drive.

Responsibilities

• Provide day-to-day guidance, mentorship, and operational support to Case Managers and volunteers.
• Oversee daily Help 365 operations at the East Harlem location.
• Monitor staff productivity, service quality, and adherence to policies.
• Ensure exceptional customer service and resolve participant concerns.
• Train and onboard new Case Managers and volunteers.
• Maintain client records in the database and ensure timely documentation.
• Represent NYCP at coalition meetings and community events.
• Support data quality, reporting, and program oversight.

Skills

Bilingual English/Spanish

Customer service

Interpersonal skills

Multitasking

Case management databases

POS (Paperless Office System)

Microsoft Office

Google Drive

Education

Bachelor’s degree in Social Work or related field

Tools

POS

Microsoft Office

Google Drive

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help 365 Senior Case Manager

F New York, NY, US

2 days ago Requisition ID: 1125

JOB DESCRIPTION

Help 365 Senior Case Manager

Location: New York, NY

New York Common Pantry is one of the city’s largest hunger relief organizations, providing food assistance, case management services, senior food provision, nutrition education, and hygiene services. We are a dynamic, mission-driven organization experiencing rapid growth and expansion.

NYCP is a poverty-fighting organization that reduces hunger and promotes dignity, health, and self-sufficiency by using a holistic approach. Last year, we assisted over 764,000 visitors, served over 11.7 million meals, and accessed $10.7 million in public benefits resources for our guests. Through an array of programs that we offer, we look to establish long-term stability for those we serve.

The Help 365 Senior Case Manager serves as a senior member of the Help 365 team, providing direct case management services while supporting the daily operations, quality assurance, and overall effectiveness of the case management program. This position assists individuals and families in accessing public benefits, emergency food assistance, housing stabilization resources, and other community services that promote long-term self-sufficiency.

In addition to maintaining an active caseload, the Help 365 Senior Case Manager provides day-to-day guidance, training, and operational support to Case Managers and volunteers at the NYCP East Harlem location, monitors data quality and program compliance, and assists the Assistant Director of Social Services with program oversight, reporting, and workflow coordination.

The Help 365 Senior Case Manager will report to the Assistant Director of Social Services at the 8 East 109th Street location. The schedule for this position is Tuesday through Saturday, 9 AM - 5 AM; 1-hour unpaid lunch. This is a Full-Time position, 35 hours a week, non-exempt.

Responsibilities:

Leadership & Program Oversight

Provide day-to-day guidance, mentorship, and operational support to Case Managers and volunteers.

Assist the Assistant Director of Social Services with overseeing daily Help 365 operations at the East Harlem location.

Monitor staff productivity, service quality, and adherence to department policies and procedures.

Ensure exceptional customer service is consistently provided and assist in resolving participant concerns and conflicts.

Train and onboard new Case Managers and volunteers on case management procedures, databases, and program expectations.

Monitor the accuracy and completeness of client records and ensure timely documentation in the client database.

Maintain inventory of office supplies and program materials, ensuring uninterrupted daily operations.

Represent NYCP at coalition meetings, community events, and partner organization meetings as assigned.

Responsibilities:

Leadership & Program Oversight

• Provide day-to-day guidance, mentorship, and operational support to Case Managers and volunteers.
• Assist the Assistant Director of Social Services with overseeing daily Help 365 operations at the East Harlem location.
• Monitor staff productivity, service quality, and adherence to department policies and procedures.
• Ensure exceptional customer service is consistently provided and assist in resolving participant concerns and conflicts.
• Train and onboard new Case Managers and volunteers on case management procedures, databases, and program expectations.
• Monitor the accuracy and completeness of client records and ensure timely documentation in the client database.
• Maintain inventory of office supplies and program materials, ensuring uninterrupted daily operations.
• Represent NYCP at coalition meetings, community events, and partner organization meetings as assigned.

Case Management & Client Services

• Conduct comprehensive intakes and assessments for new and returning participants.
• Screen participants using the ACCESS NYC Benefits Screening Tool to determine eligibility for public benefits and entitlements.
• Assist participants with applying for and maintaining benefits, including SNAP, Medicaid, Cash Assistance, SSI, and other available resources.
• Refer participants to employment, housing, healthcare, legal, and other supportive services as appropriate.
• Confirm receipt of benefits through NYCP's Paperless Office System (POS) in collaboration with the Human Resources Administration (HRA).
• Coordinate appointments with Health Care Navigators and ensure participants have the required documentation.
• Process emergency food assistance and pantry memberships.
• Complete annual recertifications and benefit re-screenings for pantry members.
• Resolve pantry membership issues, including inactive or replacement membership cards during food distribution.
• Maintain accurate, timely, and confidential case records.

Data Management & Reporting

• Monitor data quality and ensure accurate entry of client information into agency databases.
• Assist with contract reporting, data collection, and program performance tracking.
• Maintain participant confirmation logs and benefits tracking spreadsheets.
• Support continuous quality improvement initiatives by identifying data discrepancies and recommending corrective actions.

Outreach & Collaboration

• Conduct community outreach to increase awareness of NYCP's food distribution and case management services.
• Participate in bi-weekly case management meetings and other departmental meetings.
• Meet established program goals, performance metrics, and service targets.
• Other responsibilities as assigned.

Qualifications:

• Full professional proficiency level in English and Spanish is required.
• A Bachelor’s degree in Social Work, Human Services, or a related field; equivalent work experience is preferred.
• Commitment to helping the communities in need and NYCP’s work and mission.
• Solid computer literacy and general administrative/clerical skills.
• Professional written and verbal communication skills.
• Proficient with Microsoft Office Suite and Google Drive.
• Experience with case management databases.
• Experience with HRA’s Paperless Office System (POS).
• Experience with public benefits and utilizing database platforms to capture information.
• Experience managing challenging interactions and de‑escalating situations with clients while maintaining safety, dignity, and respect.
• Cultural sensitivity and respect when serving diverse communities.
• Strong multitasking skills and ability to work efficiently in a fast‑paced, high‑traffic environment.
• Strong customer service and interpersonal skills.

This is not an exhaustive list of all responsibilities, duties, skills, efforts or requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. This description does not constitute a contract of employment and NYCP may exercise its employment‑at‑will rights at any time.

New York Common Pantry is an Equal Opportunity Employer and is committed to providing equal employment opportunities to you without regard to race, creed, color, religion, national origin, sex, sexual orientation, pregnancy, marital status, age, veteran status, medical condition or disability, genetic information, gender identity, or any other protected status under federal, state, or local law.

Pay: $29.00-31.00/hour

Benefits:

• Paid Holidays
• Paid Time Off, including Vacation, Personal, and Sick
• Medical, Medical Expense Reimbursement Plan, Dental, and Vision insurance
• Limited Purpose and dependent care FSA
• 403(b) Retirement Account
• Employer-Paid Life Insurance and Long-Term Disability
• Voluntary Life Insurance
• Voluntary Pet Insurance
• Pre-tax Transit Benefits