Case Manager Coordinator

About the Organization 

African Community Housing & Development (ACHD) is a culturally specific, community-founded organization led by visionary Black women and a community Board of Directors. ACHD works toward prosperity for the African Diaspora immigrant and refugee community through housing and social services, education programs, and economic development. ACHD staff speak a collective 12 languages, and the majority identify as Black or People of Color. 

Program Information 

The Case Management Coordinator serves as the primary administrative and client support position for the Housing & Social Services Department. This role is responsible for managing the client experience from first contact through intake, supporting Case Managers with daily operations, maintaining accurate client records, and helping ensure clients receive timely services. The coordinator provides limited client support activities under the supervision of Case Managers and plays a key role in maintaining efficient program operations. 

Position Duties 

• Client Reception & Front Desk 
• Serve as the primary point of contact for Housing & Social Services clients. 
• Welcome clients and visitors while providing exceptional customer service. 
• Answer incoming phone calls and respond to client inquiries. 
• Route clients to the appropriate staff and programs. 
• Maintain a welcoming, organized, and confidential reception area. 
• Appointment Coordination 
• Schedule, confirm, and reschedule appointments for Case Managers. 
• Coordinate calendars to maximize staff availability. 
• Contact clients regarding upcoming appointments and required documentation. 
• Track missed appointments and assist with rescheduling. 
• Intake Support 
• Assist clients in completing intake paperwork. 
• Conduct preliminary eligibility screening for programs. 
• Collect and organize supporting documentation. 
• Enter client information into Apricot and other agency databases. 
• Ensure intake files are complete prior to assignment to a Case Manager. 
• Case Management Support 

Under the direction of a Case Manager: 

• Conduct routine follow-up calls with clients. 
• Assist clients in gathering required documentation. 
• Help connect clients with community resources. 
• Document client interactions in Apricot. 
• Prepare case files and maintain organized records. 
• Assist with basic service coordination and referrals. 
• Support special projects and outreach activities as assigned. 
• Administrative Support 
• Scan, upload, and organize client documentation. 
• Maintain accurate electronic and paper files. 
• Generate reports and assist with data collection. 
• Monitor data quality and documentation compliance. 
• Assist with department correspondence and administrative tasks. 

Team Collaboration 

• Support Housing & Social Services staff in meeting program goals. 
• Participate in staff meetings and required trainings. 
• Maintain client confidentiality in accordance with agency policies. 
• Perform other duties needed to help drive our vision, fulfill our mission, and uphold our Organizational Values. 

•  One or more years of experience in customer service, administrative support, social services, human services, or a related field. 
• Excellent interpersonal and customer service skills. 
• Strong organizational and time management abilities. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Strong written and verbal communication skills. 
• Proficiency with Microsoft Office Suite (Excel, Outlook, Teams, Word). 
• Ability to learn Apricot or other case management software. 
• Ability to work effectively with multicultural and multilingual communities. 
• Ability to maintain confidentiality and professionalism. 
• Successful completion of a background check.  
• Valid driver’s license, reliable transportation, and comfort with regular local driving? 
• Acceptable results of a Motor Vehicle Record report at the time of hiring and periodically thereafter, and maintenance of minimum acceptable insurance coverages are required for this position.

Preferred Qualifications 

Associate's or Bachelor's degree in Human Services, Social Work, Public Administration, Business, or related field. 

Experience with Apricot or another case management database. 

Experience working in nonprofit or social service settings. 

Fluency in a language other than English, especially Somali, Amharic, Oromo, Tigrinya, or Kiswahili/Swahili. 

Career Development 

The Case Management Coordinator position is intended to provide a pathway into Case Management. Employees who demonstrate proficiency in client engagement, documentation, resource coordination, and program operations may be considered for advancement into a Social Services Case Manager position as opportunities become available.

Benefits Package: (Full-time only) African Community Housing & Development offers a comprehensive benefits package including medical, dental, life, and long-term disability insurance, Employee Assistance Program (EAP), 401(k) retirement plan, 11 paid holidays, 10 sick days accrued monthly, and 15 vacation days accrued monthly. 

Note:?ACHD emphasizes a highly collaborative approach that is rooted in equity and co-learning. Supervisors are to lead with equity and humility, recognizing that each staff member brings a highly valuable and essential background and perspective. Accordingly, supervisors are also accountable to staff members, working to ensure they (supervisors) are meeting the needs of staff and providing a healthy and safe environment where feedback and learning is two-way. In other words, supervisors should work to build a positive environment where staff and supervisors learn together, and mistakes are considered a healthy part of personal and professional growth. 

African Community Housing and Development does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.