Lead Case Manager

Public Health Management Corporation • Full-time • Philadelphia, Pennsylvania, United States • 2d ago

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent — managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment.

Position Title: Lead Case Manager - Family Finding

Reports To: Family Finding Supervisor

Status: Non-exempt

Summary of Job Description

Provide services to assigned youth in Turning Points for Children’s Family Finding program. Utilizing solution-focused questioning and other interview techniques, will be responsible for all family finding efforts, ensuring that the child or youth is connected with their family and significant individuals when found; point of contact for new hires regarding training & shadowing; additional duties detailed below:

Specific Job Responsibilities

Communicate with the assigned DHS or CUA worker in writing and via phone by the 3rd business day after the case was assigned. If communication does not occur after three consecutive phone calls and follow-up emails, the FF supervisor will be notified to assist.
Initial questions for CUA and intake should be used (for children under 12) during this initial conversation to obtain accurate and complete case background, as well as request documentation (most recent DRO, CUA referral, child profile, birth certificate, psych evals, family comp sheet, placement removal histories, etc.). *Forms on shared drive.
Communicate with the Child Advocate or Child Advocate Social Worker, Placement worker, and therapist within the first two weeks of service and then monthly as needed to ensure fluid communication between all professionals. Other professionals might include a placement worker, clinician, CASA worker, etc.
Visit with the youth or make contact via phone depending on location (phone call or video call is ok for more than an hour by car) by the 7th day of service and then monthly (if youth is over age 12) as appropriate. * In-person intake MUST occur barring unusual circumstances. FF will complete intake packet for youth within 5 business days of intake meeting and date/file in official file. A worker may use one intake for multiple youth if appropriate (but must denote specific responses for specific children).
Plan for and attend all hearings and meetings (court, FTC, etc.) involved with their caseload. These meetings are mandatory. FF should bring copies of the most recent report or supervision note to court hearings. FF can also schedule in-person meetings with professionals to assist with planning and discussing potential support and next steps with other professionals (CA, CASW, CUA, etc.).
Attempt to identify at least 40 family members/acquaintances for each case. If something precludes FF from getting to 40, this should be documented in all reports.
Complete a search of initial family for the above with our systems, social media, and document as such via DHS Connect.
Send letters to the identified people by the 15th day of service. 1 week later, follow up with a phone call and/or follow-up letter. If there is still no response, visit in person. Document attempts in the contact section to ask family members about unknown family members and how to contact them. If letters are foregone, with agreement of supervisor, documentation of reason must be in DHS Connect and filed.
Engage with supports for clients in the field regularly at the discretion of the supervisor and director. Staff will be in the field at least 20% of the time, engaged in person with potential supports, clients, or other professionals. Fieldwork might include home visits, pop-ups, etc as part of diligent searching and engagement with clients.
Follow through with identified supports ONGOING during casework. If supports are identified early in the case, the case manager is expected to begin moving forward with their level of support (i.e., connecting with CUA and CA for next steps, suggesting the worker run clearances following communication with the support, getting family included in FTCs, etc.). This will be specific to each family but should be an ongoing process during each case.
Document contacts are ongoing for all contact with CUA, family members, other professionals, youth, etc. These contacts should be up to date at the time of submission of midpoint and closing summaries and should include all communication (e.g., efforts to obtain documents, collaboration for how supports will be used, Accurint searches, etc.). Contacts should be updated at least weekly to ensure they pass spot checks from supervisors or directors.
Complete reports including detailed background, including names and DOBs for all kids being served, the reason for placement or system involvement, situation of bio parents, brief case history, current placement details, court history, and identification of program court-ordered status (if applicable). Reports should include a list of supports and responses to the vetting for supports regarding possibility of connection, visitation, or placement if goal permits in the additional information section of Connect. Additionally, reports should include detailed next steps for FF or for closing, next steps previously agreed upon by the team (CUA, CA, etc.). Reports can be sent back for correction or content by the supervisor and must be remedied within 24 hours and resubmitted to the supervisor.
Complete supervision notes one full day before supervision for supervisory review. Supervision notes include case background (as outlined above in the report's description of background), updated family list, notes about communication with the team, progress on the case AND identified next steps. Steps from the previous note should be completed and identified as completed in the current note. Staff should alert supervision when complete. Supervision notes are NOT required in a week where midpoint or closing is due, but the report MUST be done within that timeframe to remain in compliance.
Complete supervision at LEAST once within every two-week cycle.
Communicate with young people 12 or older at the end of service to outline what should happen next and explain the termination of our services. FF workers may release information about identified families if prior approval has been received from CUA or DHS worker AND Child Advocate. A termination letter should be sent to ALL youth over 12. A separate letter should be sent to CUA at close of service for youth under 12. A copy of the above should be filed in the appropriate section of the official file.
Adhere to standards for confidentiality, including: not releasing information for family members to other family members without express and written consent; not releasing any family information to youth without written consent from CUA and agreement of other professionals; will maintain office standards including not leaving files or other sensitive information out, not removing official files from the office space; not releasing Accurint information to youth.
All documentation should be filed at least weekly for each case including: intake and agreement forms, search results, family correspondence (including letters, emails, FB messages), email correspondence with CUA, DRO, CUA referral and other case history documentation, weekly progress note report date records, midpoint, closing and extended closing reports, termination forms, 90-day follow-ups, self-audit sheets and any other necessary documentation.
Lead community outreach/recruitment events in addition to bi-monthly group workshops (including collaborating with the team regarding specific Family Finding or Family & Child Welfare topics, creating agenda/PowerPoint);
Assist with onboarding/training of new staff & interns (allowing new staff to shadow in the field/office).
Adhere to standards for confidentiality regarding the Family Finding team, individual and group concerns; collaborating with supervisor and/or director to address all issues or concerns as soon as they arise.
Attend suggested training, workshops, or classes to enhance skills about current and additional duties; willingness to exercise and share said knowledge.
Represent the team where appropriate during internal and external partnership meetings when supervisor is unable to be present.

Skills:

Knowledge of social services, child welfare and family systems services.
Culturally sensitive to the needs and diversities of multi‐cultural communities.
The ability and willingness to adjust work hours in accordance with client needs.
Strong writing and oral presentation skills.
Must be accurate and detail-oriented.
Strong organizational skills, an ability to multitask and prioritize.
The use of a currently inspected car each day, including the possession of current auto insurance and a driver’s license, and willingness to serve clients within a 50-mile radius of the Turning Points Office.
Ability to attend evening home visits.
Proficiency in both Spanish and English preferred but not required.
Strong interpersonal skills, respectful and courteous nature.
Practices good customer service skills in all working relationships.
Ability to handle confidential information appropriately.
Skills in typing, basic computer operations, Microsoft Word, PowerPoint, and Excel.
Able to work independently, demonstrating good judgment.
Experience facilitating public meetings and other public forums.