Casework Associate - Behavioral Health & Child Welfare

Casework Associate – Behavioral Health & Child Welfare

A Casework Associate – Behavioral Health & Child Welfare, provides essential administrative support to case management within Child Welfare & Behavioral Health, enabling social workers & counselors to focus on supporting their clients. This role manages ticket types that require deeper Behavioral Health & Child Welfare knowledge while ensuring timely, high-quality resolution through a variety of administrative tasks. This position provides advanced support as the lead Case Aide, overseeing all Behavioral Health tickets and assisting with a variety of Child Welfare tickets. This role also includes documenting processes, supporting training for Behavioral Health tasks, engaging proactively with workers to encourage ticket submission, and driving continuous improvement by gathering feedback and strengthening customer relationships. Clear and proactive communication with our customers is essential, demonstrating trust, credibility and support ensuring tasks are completed effectively.

Required:

•  2+ years of experience in Behavioral Health and/or Child Welfare, with a strong understanding of documentation standards, terminology, and compliance requirements.


• Valid driver's license, reliable transportation, and full coverage auto insurance


• Successful completion of a Bureau of Criminal Identification (BCI) and a Federal Bureau of Investigation (FBI) background checks


• Authorization to work in the United States


• Have a reliable cell phone available for communication as needed


• Proficient in Microsoft Office applications

 Desired:

• Associate, Bachelor's, or Master's degree in Behavioral Health, Social Work, Human Services, or a related field, or actively pursuing relevant education.


• Experience with child welfare document management systems (e.g., SACWIS, Traverse) and behavioral health platforms such as Credible, or other electronic health record (EHR) platforms.

What you’ll be doing:

• Provides support services to behavioral health & child welfare departments, including but not limited to records requests, filling out forms, organizing documents, updating information in case management systems, referral support, community resource research and case audits.


• Leverages training and expertise in both behavioral health & child welfare to manage a wide range of tasks while primarily focusing on reviewing and editing progress notes for accuracy, case research, placement assistance, supervision support, transition support, court support, case summaries, and assessment support.


• Manages and executes a high volume of diverse administrative tasks to efficiently resolve tickets including but not limited to entering, reviewing, processing, uploading and maintaining documentation in customer and state systems, ensuring accuracy and compliance of all requests.


• Assists with form completion and collects necessary signatures.


• Electronically delivers documents and items to appropriate parties or systems based on requests.


• Prepares reports, letters, and emails as needed, while monitoring email, text, and phone communications to ensure professional, timely and accurate responses.


• Manage and prioritize incoming requests from agency staff, converting them into tickets and ensuring timely, professional, and solution-focused communication.


• Document work on each ticket clearly and frequently to ensure transparency.


• Resolves tickets efficiently, prioritizing urgency while identifying opportunities for process improvement.


• Lead by example in driving high quality outcomes by enforcing best practices for case documentation, accuracy, and strategic problem solving to improve ticket resolution and department efficiency.


• Create and maintain internal documentation and customer information to ensure accuracy and accessibility to team members.


• Support case aide training by providing clear information, answering questions, and fostering ongoing development to build team knowledge and confidence.


• Act as the lead Case Aide for all Behavioral Health tickets and provide ongoing support for child welfare tickets to ensure seamless service continuity for both the team and customers during absences and high-priority situations, while upholding exceptional customer service standards.


• Drive customer satisfaction and adoption by ensuring accurate, timely ticket resolution, gathering actionable feedback, and proactively engaging with staff to encourage consistent ticket submissions. Take ownership of customer relationships by building and maintaining strong engagement and trust.


• Ensures client and case confidentiality.


• Promotes and fosters an environment and culture of inclusion and equity.


• Performs other job-related duties as assigned.

You may be a good fit for our team if you have the following…

• Efficiently manage time with a sense of urgency; strong organizational skills and attention to detail.


• Demonstrate self-motivation and resourcefulness, with the ability to multitask and adapt quickly to changing environments.


• Strong technical acumen, including MS office applications and Microsoft Teams


• Navigates new or complex situations with professionalism, follow-through, and a solutions-focused mindset.


• Demonstrates ability to take action and follow through on issue resolution.


• Foster a collaborative work environment.


• Excellent written and verbal communication skills; able to adapt to the audience, communicate clearly and professionally, and build strong, effective relationships.


• Strong understanding of child welfare and behavioral health principles and practices.


• Maintain confidentiality and handle sensitive information discreetly; build positive relationships with team members and clients from various backgrounds.


• Willingness and ability to travel occasionally.


• Must be able to sit or stand for extended periods.

What we provide:

• Medical, dental, and vision insurance with an H.S.A. option and employer contribution


• Short- and long-term disability


• Company paid basic life insurance


• 401(k) with 3.5% company match and immediate vesting 


• Free financial education and consultation 


• Wellness program that helps you earn lower premiums


• Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more


• 12 weeks fully paid parental leave


• Up to $5,000 adoption fee reimbursement


• $500 wellness reimbursement after 60 days of employment


• Generous PTO policy and 10 company paid holidays


• Company paid cell phone plan

Find yourself checking a lot of these boxes but doubting whether you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Northwoods, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Who is Northwoods?

Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field.  Recognized as one of Columbus’ top places to work, working at Northwoods means being part of a team that’s passionate about making an impact on the lives of HHS professionals and the families they serve.

We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate and driven individuals that believe in the values that we believe in:

1. Curiosity – Willing to test assumptions, courage to ask questions, and active listening.


2. Community – Helping and mentoring each other, celebrating diversity and acknowledging our team members’ contributions.


3. Resourcefulness – Willing to try and fail. Asking for help and trusting the expertise of our team.


4. Stewardship – Safeguarding Northwoods’ values, culture, mission, and resources.

We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way. Our team works incredibly hard and is proven through dedication to their craft and our mission.  

Our Solutions

Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.

Traverse – A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.

Compass – Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.

Case Aide Services - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.