CASE WORKER JOB DESCRIPTION

A Case Worker manages a defined caseload of individuals navigating housing instability, mental health challenges, or child welfare involvement. Day-to-day, the work moves between conducting needs assessments and coordinating multi-agency support plans for people at genuine turning points in their lives. Some clients arrive under CalWORKs Employment and Training referrals; others hold Housing Choice Vouchers and need a consistent advocate to move from shelter into permanent housing. No two caseloads look alike.

As the Case Worker, you carry primary accountability for assessing client needs, building individualized support plans, and coordinating the services that move people toward stable, independent living. You work within a multidisciplinary team that may include shelter staff, regional housing authorities, clinical supervisors, and community partner agencies, with caseload scope and reporting line determined by program structure.

Career Impact: Direct experience managing caseloads across housing, mental health, and child welfare builds the domain breadth that qualifies Case Workers for licensure pathways such as ASWB-LSWA and senior clinical roles.

Business Impact: The clients you serve depend on timely, coordinated support to avoid placement breakdown, housing loss, or crisis escalation - outcomes that carry real human and system costs when a caseload is poorly managed.

Growth Opportunity: Proficiency in trauma-informed practice and evidence-based service planning opens advancement into Case Manager, Program Supervisor, or licensed clinical positions across the social services sector.

• Conduct intake assessments and eligibility interviews with individuals and families to establish case files and identify service needs.
• Develop individualized support plans in collaboration with clients, reviewing and updating them regularly to reflect progress and changing risk.
• Coordinate referrals and services across community agencies, housing authorities, medical providers, and legal or educational supports.
• Advocate for clients navigating Section 8 Housing Choice Vouchers, connecting them with Regional Housing Authority staff and suitable property options.
• Monitor client progress throughout and after program participation, documenting all interactions, services, and outcomes accurately.
• Provide crisis intervention and safety assessments when clients experience acute mental health, housing, or family instability events.
• Liaise with external stakeholders including government agencies, service partners, and foster families to ensure continuity of care.
• Facilitate or participate in case review meetings to evaluate service effectiveness and align support across the team.

• Bachelor's degree in Social Work, Human Services, or a related field, or equivalent work experience.
• 2 or more years of direct casework experience in social services, community services, or a comparable human services setting.
• Demonstrated ability to conduct needs assessments and develop person-centred support plans for individuals with complex circumstances.
• Knowledge of trauma-informed practice, safeguarding principles, and recovery-oriented approaches as applied to vulnerable populations.
• Ability to maintain accurate case records and meet documentation standards under program and regulatory requirements.
• Strong verbal and written communication skills, with the ability to engage effectively across cultural, linguistic, and socioeconomic differences.
• Valid driver's licence and reliable transportation to support community-based and field service delivery.

• ASWB-LSWA certification or active progress toward licensure in Social Work or a comparable Human Services credential.
• Bilingual proficiency in Spanish and English, with the ability to conduct assessments and document in both languages.
• Experience delivering services under a specific funding or regulatory framework such as CalWORKs, foster care contracts, or substance use treatment programs.
• Familiarity with housing legislation, welfare benefits administration, and tenancy sustainment strategies for people experiencing homelessness.

• Caseload documentation compliance rate, measured against program submission deadlines and audit standards.
• Client goal attainment rate on individualized support plans, tracked at scheduled review intervals.
• Housing retention rate at 90 days post-placement for clients transitioned from shelter or temporary accommodation.
• Crisis response turnaround, measured by time from identified risk to documented safety plan completion.
• Referral completion rate, reflecting how consistently coordinated services are accessed by assigned clients.
• Typical tools: case management platforms (commonly EHR or nonprofit CMS systems); productivity suite (commonly word processing and spreadsheet applications).

• Base Salary Range: $38,000 to $52,000 annually, depending on experience and program type.
• Bonus: Limited; some nonprofits offer modest performance or retention bonuses.
• Equity: Not typical for this role or sector.
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization.
• PTO: 10 to 15 days annually; some organizations offer additional sick leave.
• Common Perks: Mileage reimbursement, license supervision hours, employee assistance programs.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including criminal history screening, are a standard condition of employment for roles involving direct service with vulnerable populations, and offers are contingent on satisfactory results. All applicants are evaluated without regard to race, color, religion, sex, national origin, disability, age, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations for qualified individuals with disabilities are available throughout the hiring process upon request. Candidates must hold valid authorization to work in the United States.

The Case Worker owns case management and housing search assistance for families at the Booth Family Center, conducting eligibility interviews and coordinating community resources to help clients locate and maintain permanent housing. Working closely with the Lead Caseworker, Main Office, CalWORKs Employment and Training Workers, and Regional Housing Authority Staff, this role delivers the intake, referral, and follow-up support that moves families from shelter into stable living situations.

Key Responsibilities

• Process eligibility and intake interviews with families and individuals in need.
• Provide referrals to other agencies in the community.
• Work alongside families to identify, address, and clear up barriers to housing.
• Work closely with CalWORKs Employment and Training Workers to ensure effective and efficient service for mutual clients.
• Document client participation in program and maintain accurate data entry of client information including intakes, needs, and services.
• Adhere to strict confidentiality standards.
• Provide clients with transportation or transportation assistance to pertinent appointments.
• Track and document clients' progress during and after the program.
• Attend weekly case management meetings with shelter staff.
• Work with clients and property management or landlords to identify appropriate housing options.
• Engage and maintain relationships with landlords in the community.
• Advocate for clients with Section 8 Housing Choice Voucher, including gaining knowledge of the program and communicating with Regional Housing Authority Staff.
• Participate in Salvation Army Events and Functions and perform other related duties as assigned.

Required Qualifications

• High School Diploma or GED equivalent; further education in social work or related field preferred.
• Previous experience working in social services or human services preferred.
• Computer literate with a working knowledge of Microsoft Word and Excel.
• Must have strong oral and written communication skills in English, both professionally and effectively.
• Willing and able to maintain confidential information in accordance with The Salvation Army and industry standards.
• Ability to maintain good rapport and communication with other staff members and the public.
• Must be able to relate to individuals in crisis and work effectively in a team atmosphere.
• Must have ability to empathize and work with a variety of people from diverse backgrounds.
• Excellent organizational, prioritizing, planning, and problem-solving skills.
• Ability to drive and maintain a valid Class C California Driver's License, pass The Salvation Army Decision Driving Test, and maintain a clean MVR.
• Must keep vehicle's log mileage updated and be aware of fuel and maintenance needs; some cleaning at the office is required.
• Must be able to pass a complete and satisfactory background check and endorse The Salvation Army's mission.

Reporting to the project team, the Case Worker leads needs assessments for referred individuals and develops support plans that address housing, financial, and mental health barriers to independent living. Partnering with Housing Options, external agencies, and community service partners, this role sustains continuity of care through joint case reviews and regular risk assessment updates that protect client safety and promote long-term tenancy.

Primary Duties

• Lead on assessment of needs of individuals referred to the project and obtain additional information as necessary.
• Provide a range of social, emotional, and practical support as outlined in support plans.
• Liaise with Housing Options to support individuals in all aspects of finding suitable accommodation.
• Provide ongoing resettlement assistance and, if required, intensive support to maintain temporary or permanent accommodation and maximise independence.
• Support individuals to maximise their finances, manage their budget, and make informed choices.
• Manage and maintain a caseload effectively to ensure quality service delivery.
• Work with individuals to draw up support plans to meet identified needs and ensure support is delivered accordingly.
• Review progress and relevance of risk assessments and support plans and update regularly to manage risk effectively.
• Encourage individuals to provide feedback on the service and liaise with other agencies as part of planned support, including joint meetings and case reviews.
• Support service users to access information and advice to make informed choices and promote their independence.

Skills & Qualifications

• Experience working within the mental health sector and supporting people experiencing emotional distress, including experience in a Supported Housing environment desirable.
• Experience involving people in the design and development of services with a strong focus on lived experiences.
• Experience providing housing advice and support to maintain tenancies and prevent housing crisis.
• Knowledge of trauma-informed practice, attachment theory, relationship-based approaches, safeguarding for adults, and welfare benefits and homelessness legislation.
• Highly organised, resilient, and reflective with strong time management, prioritisation, and teamwork skills; driven and passionate.
• Ability to communicate in Welsh desirable.

Sitting at the intersection of clinical service delivery and community-based care, the Bilingual Case Worker delivers individual, group, and family mental health services to youth in foster care while coordinating medication management, special education, and family reunification efforts in compliance with organizational and regulatory requirements. Operating across foster family networks, families of origin, and multidisciplinary clinical teams, this role sustains the safety, stability, and written plan progress of each youth served.

Duties

• Actively support, represent, and extend the mission, vision, and values of the organization.
• Provide individual, group, and family mental health services and other evidence-based clinical services, meeting or exceeding established outcomes thresholds.
• Travel daily to provide community-based services to youth and families in compliance with organizational, contract, and regulatory requirements.
• Coordinate and monitor clinical services including mental health, special educational services, medication management, and psychological services.
• Regularly review and modify youth-based plans to ensure consistent progress on written plan goals.
• Establish and maintain strong relationships with assigned foster parents and families of origin.
• Assist in family reunification and stabilization efforts consistent with the youth's case plan.
• Provide safety assessment, crisis response, and behavioral stabilization services to ensure safety and stability.
• Complete all required clinical documentation and training in a timely manner and participate in weekly supervision and Continuous Quality Improvement activities.

Experience & Qualifications

• Bachelor's Degree and licensure in Social Work or comparable Human Services field from an accredited institution or equivalent.
• Valid driver's license, reliable transportation, automotive insurance, and a good driving record required.
• 2 years of direct service experience working with youth and families strongly preferred.
• Proficient use of desktop and laptop computers, smartphones, tablets, printers, fax machines, and related software including word processing, spreadsheet, and database programs.
• Willingness to work flexible and non-traditional hours in service of foster caregivers, families of origin, and persons served.
• Capacity to be flexible, responsive, objective, and professional in all areas of job function.
• Spanish and English verbal and written fluency required.

Embedded within a county child support enforcement unit, the Case Worker prepares legal documents, monitors ISETS child support balances, and processes URIFSA filings to move cases through eligibility determination and court proceedings. Working closely with custodial and non-custodial parents, state and local agencies, and attorneys, this role ensures accurate case administration and timely legal action across an assigned portfolio of child support matters.

Core Functions

• Conduct interviews with custodial parents to establish case files, gather information, determine eligibility, complete and file forms, explain policies, and enter data.
• Review case intake information and prepare for legal proceedings, including scheduling blood tests, calculating arrearages, and preparing legal documents such as contempt orders, modifications, and wage withholdings.
• Monitor accuracy of ISETS child support balances for assigned cases and make corrections as appropriate.
• Exchange information with state and local agencies by phone and mail and communicate regularly with custodial and non-custodial parents regarding case status and hearing results.
• Monitor state and federal income tax intercept refund programs, reviewing records, calculating arrearages, and communicating with the IRS as needed.
• Process incoming and outgoing URIFSA documents periodically and perform receptionist duties in their absence.
• Attend training seminars occasionally and perform other related duties as assigned.

Qualifications & Experience

• High school diploma or GED; must be at least 18 years of age.
• Paralegal training and/or experience preferred.
• Working knowledge of county court systems and state and federal child support guidelines and ability to apply such knowledge to interrelated processes.
• Ability to perform arithmetic calculations, type with speed and accuracy, and operate standard office equipment including computer, calculator, fax machine, and copier.
• Working knowledge of standard English grammar, spelling, and punctuation with ability to prepare documents and reports.
• Ability to maintain confidentiality and follow oral and written instructions with minimum supervision.
• Ability to work rapidly on multiple tasks simultaneously under time pressure and amid frequent distractions.
• Ability to communicate effectively with co-workers, agencies, parents, attorneys, and the public while being sensitive to cultural diversities and disabilities.
• Ability to occasionally travel out of town for training, sometimes overnight.

A key member of a child welfare team, the Bilingual Case Worker develops culturally sensitive treatment plans, coordinates medical, legal, and educational services for youth, and provides crisis intervention to ensure the safety and well-being of children in care. Collaborating across foster families, interagency partners, and multidisciplinary support networks, this role advances service goals through timely documentation, mediation, and advocacy for each child's cultural and religious needs.

Functions

• Develop and complete assessments, culturally sensitive service and treatment plans, progress notes, and necessary documentation including court reports in a timely manner.
• Create a trusting and safe relationship with clients that encourages personal growth and acknowledges their culture and religion.
• Provide counseling, coaching, life skills training, and mediation with youth and foster families.
• Advocate for client needs and ensure foster parents receive appropriate support and supervision.
• Provide crisis intervention in a calm and professional manner while ensuring the safety of individuals involved.
• Coordinate dental, medical, psychological, legal, and community support for youth including cultural and religious supports.
• Ensure educational needs are met including advocacy for special education services.
• Oversee interagency coordination to ensure service goals are achieved for youth.

Minimum Qualifications

• Bachelor's Degree in Social Work or a related field required.
• Minimum of ASWB-LSWA certification or eligibility to obtain within six months of hire required.
• Valid Driver's Licence, proof of automobile insurance, and positive driving record required.
• One to three years of experience working with children and families required.
• Significant experience working with children with social, emotional, or physical problems preferred.
• Knowledge of and adherence to federal, state, program, and agency regulations preferred.
• Computer skills including Microsoft Word and email competence required.
• Bilingual in Spanish and English with ability to read, write, and communicate verbally in both languages preferred.
• Ability to make sound judgements in the best interest of children; mediation and conflict resolution skills preferred.
• Ability to work in a multicultural and diverse environment while exercising tact, discretion, and judgement required.

Stable community living for people with severe mental illness depends on the Case Worker, who delivers psychosocial support, psycho-education, and holistic person-centred care coordination to help consumers build independence in activities of daily living including tenancy maintenance. Based within a community mental health program operating under the HASI framework, this role serves consumers, government agencies, and service partners to promote recovery-oriented outcomes and sustained quality of life.

Accountabilities

• Provide psychosocial support to consumers with severe mental illness to increase skill, knowledge, and independence in activities of daily living such as tenancy maintenance.
• Assist consumers to connect with and access community-based social activities.
• Provide psycho-education and support to help consumers manage mental distress and mental health experiences.
• Coordinate and attend appointments with consumers to support psychosocial recovery.
• Assist consumers in the creation, implementation, and review of holistic person-centred support plans.
• Provide comprehensive community care coordination and advocacy.
• Develop and maintain relationships with internal and external stakeholders including service partners and government agencies.
• Assist in the promotion and awareness of HASI and its community involvement and help consumers improve quality of life and independent living skills.

Professional Experience

• Relevant tertiary qualification, minimum Cert IV in Mental Health.
• Driver's licence required; must hold a current Working with Children check or apply for one.
• Relevant work experience in mental health or community services.
• Knowledge and understanding of recovery-oriented practices.
• Strong communication and relationship-building skills and a willingness to learn and develop.
• Must be able to work evenings and weekends.
• Must be able to undertake a National Criminal History Check.

As the Case Worker, this role conducts comprehensive drug and alcohol assessments, develops individualized treatment plans, and delivers direct client support while facilitating in-service training and building relationships with key stakeholders across a substance use services setting. The broader service team relies on this work to identify improvement opportunities, coordinate external agency referrals, and maintain the standard of care for people seeking recovery support.

Scope of Work

• Conduct comprehensive initial drug and alcohol assessments.
• Develop treatment plans, counsel, and support clients to ensure individual needs are met.
• Provide advocacy and support for clients requiring assistance from outside agencies.
• Develop and maintain sound working relationships with key stakeholders.
• Identify opportunities for improvement and plan, conduct, and facilitate in-service training to other staff.

Background & Experience

• Cert IV in community services or social emotional wellbeing desirable; current First Aid and CPR certificate or willingness to obtain.
• Current Open QLD driver's licence required.
• Previous case management experience, ideally within a similar service.
• Demonstrated knowledge of social, health, and cultural issues of Aboriginal and Torres Strait Islander people.
• Sound computer skills.
• Commitment to principles of Workplace Health and Safety.
• Genuine passion for supporting people to overcome addiction.

Case Worker investigates pension complaints, examines evidence against regulatory standards, and produces written outcomes across a caseload managed within TPO's quality and time frameworks. The work directly supports impartial dispute resolution by requiring strong analytical judgment, accurate casework system maintenance, and the ability to develop expertise in occupational and personal pension schemes independently.

Role Responsibilities

• Manage a portfolio of cases requiring less formal investigation, working within TPO's standards while maintaining impartiality.
• Investigate cases by identifying key issues, gathering information, and examining evidence against required standards.
• Write articulate and well-reasoned outcomes on the merits of complaints.
• Ensure TPO's casework management system is updated accurately and that processes and procedures are adhered to.
• Develop internal and external relationships to enable effective management of own caseload.

Technical Qualifications

• Experience in casework handling within a customer-facing setting or working within the pensions industry with in-depth knowledge of occupational or personal pension schemes.
• Experience conducting analysis of large amounts of information and identifying key issues.
• Experience writing evidence-based outcomes that stand up to scrutiny and challenge.
• Experience working on own initiative and managing a varied caseload within set quality and time frameworks.
• Ability to develop understanding of new areas of professional knowledge.
• Proficiency using information technology including casework management systems and other applications.
• Professional pensions qualification desirable.
• Complaint handling within a regulatory, ombudsman, or financial services setting desirable.

Caseworker delivers administrative casework support under the Asylum Operating Mandate, managing file maintenance, stakeholder queries, and collaborative admin task progression in line with departmental security regulations and business priorities. Success in the position means upholding strict compliance with government policies while supporting caseworking teams and managers across a sensitive, security-cleared operational environment.

Day-to-Day Responsibilities

• Provide key administrative casework support duties in accordance with the Asylum Operating Mandate.
• Provide file management and maintenance support to the caseworking teams.
• Deal with all queries from internal and external stakeholders.
• Carry out general support tasks for caseworkers and managers in line with business needs.
• Work collaboratively with caseworkers to ensure caseworking admin tasks are progressed in line with business priorities and targets.
• Uphold the Department's security regulations and adhere to health and safety requirements and policy.

Knowledge Skills & Abilities

• Experience leading a team.
• Good IT knowledge, ideally Word and Excel.
• Excellent customer service and administrative skills.
• Ability to adapt to a fast-paced working environment and work effectively as part of a team.
• Ability to adhere to strict guidance and policies.
• Must have resided in the UK for the last 3 years.
• Must hold a current British Passport or settlement status due to the sensitive nature of the work.
• Must provide NI Number, 2 proofs of UK address, 5 years of full history with no gaps over one month, and 3 years of solid references with no gaps over one month.