Job Details

Case Manager

The Case Manager delivers comprehensive workforce development services to eligible adults and dislocated workers under the Workforce Innovation and Opportunity Act (WIOA). Serving as the participant's primary point of contact, the Case Manager provides individualized career guidance, coordinates employment and training services, facilitates connections to employers and community resources, and supports participants from enrollment through employment placement and post-employment follow-up.

The Case Manager is responsible for maintaining an assigned caseload, meeting program performance expectations, ensuring accurate and timely documentation, and delivering services in accordance with federal, state, local, contractual, and organizational requirements. The position requires a customer-centered approach, strong organizational skills, proactive participant engagement, and a focus on measurable employment and training outcomes.

Essential Duties and Responsibilities

1. Participant Recruitment, Intake & Eligibility

• Recruit and engage eligible adults and dislocated workers for WIOA employment and training services.
• Conduct participant intake, interviews, assessments, and eligibility determinations in accordance with applicable program requirements.
• Collect, review, and verify required eligibility documentation and supporting records before authorizing services.
• Assess participants' employment history, education, skills, career interests, barriers to employment, and supportive service needs.
• Explain available program services, participant responsibilities, and program requirements.
• Coordinate referrals to appropriate workforce programs, community partners, and other available resources.

2. Career Planning, Counseling & Case Management

• Develop, document, and regularly update Individual Employment Plans (IEPs) based on participant assessments, career goals, skills, and labor market demand.
• Provide individualized career counseling, career exploration, job readiness guidance, and employment coaching.
• Assist participants in identifying and addressing barriers to employment, including transportation, childcare, financial limitations, and other challenges.
• Coach participants on professional conduct, workplace expectations, communication, problem-solving, budgeting, and job retention strategies.
• Monitor participant progress toward established employment, education, training, and career goals.
• Maintain regular communication with participants to promote engagement, accountability, and successful completion of services.

3. Employment & Training Services

• Guide participants in identifying suitable occupational training opportunities aligned with labor market demand, industry needs, and career goals.
• Assist participants with training provider selection, referrals, applications, and required documentation.
• Coordinate Individual Training Accounts (ITAs), on-the-job training (OJT), work-based learning, internships, and other approved employment and training activities, as applicable.
• Communicate with training providers to monitor attendance, progress, credential attainment, and completion.
• Coordinate with employers and workforce partners to identify appropriate work experience, training, and job placement opportunities.
• Monitor participant participation and address barriers that may affect successful completion of training or employment activities.

4. Employer Engagement & Job Placement

• Develop and maintain relationships with local employers to identify job openings, hiring requirements, and employment opportunities for participants.
• Match participants' skills, qualifications, interests, and career goals with appropriate job opportunities.
• Assist participants with resumes, applications, interview preparation, job search strategies, and employer communication.
• Coordinate referrals, interviews, hiring events, recruitment activities, and job placement services.
• Collaborate with the Business Services team and other workforce partners to support employer needs and connect businesses with qualified talent.
• Support Rapid Response activities and services for dislocated workers when assigned.
• Maintain documentation of employer contacts, job referrals, interviews, placements, and employment outcomes.

5. Supportive Services & Partner Coordination

• Identify participant needs that may interfere with employment or training participation.
• Determine eligibility for available supportive services in accordance with program guidelines and funding requirements.
• Coordinate approved supportive services and maintain the required authorizations, receipts, and supporting documentation.
• Refer participants to appropriate community organizations, education providers, public assistance programs, and other workforce partners.
• Maintain communication with partner agencies to coordinate services, reduce duplication, and support participant success.

6. Caseload Management & Participant Follow-Up

• Maintain an assigned caseload of active participants and individuals receiving follow-up services.
• Conduct regular, documented participant contacts to monitor progress, identify service needs, and support continued engagement.
• Maintain monthly contact with participants throughout the applicable service and follow-up periods, consistent with program requirements and organizational expectations.
• Monitor the status of participants who are actively receiving services, participating in training, seeking employment, or receiving post-exit follow-up services.
• Conduct timely follow-up with participants and employers to verify employment status, retention, earnings, credential attainment, and other required outcomes.
• Identify disengaged participants and implement appropriate outreach strategies to reestablish contact and support continued participation.
• Maintain accurate caseload tracking and ensure timely completion of required case notes, service records, and follow-up documentation.

7. Documentation, Compliance & Data Integrity

• Maintain complete, accurate, and audit-ready participant case files, including eligibility documents, assessments, employment plans, service authorizations, case notes, and supporting records.
• Enter participant information, services, activities, and outcomes accurately and timely into the state workforce reporting system and designated organizational case management systems.
• Ensure documentation supports all services provided, participant eligibility, training activities, supportive services, and reported performance outcomes.
• Comply with WIOA regulations, applicable Texas Workforce Commission requirements, local workforce board policies, contract requirements, data privacy standards, and organizational procedures.
• Review participant records regularly to identify missing documentation, data discrepancies, and compliance issues, and take corrective action promptly.
• Respond to quality assurance reviews, monitoring requests, audits, and requests for supporting documentation.
• Protect confidential participant information and follow applicable records retention, information security, and confidentiality requirements.

8. Performance Management & Continuous Improvement

• Work toward established program performance goals for employment placement, employment retention, earnings, measurable skill gains, credential attainment, and other applicable performance measures.
• Monitor individual caseload progress and take proactive steps to address service gaps, missed milestones, and potential performance risks.
• Participate in team meetings, individual supervision, performance reviews, training, and continuous improvement activities.
• Review performance reports and use available data to prioritize outreach, improve participant engagement, and strengthen employment outcomes.
• Meet established productivity, service delivery, documentation, and quality assurance standards.
• Communicate barriers, emerging trends, and participant service needs to management and recommend strategies for improvement.

Performance Expectations

The Case Manager is expected to demonstrate consistent performance in the following areas:

• Participant engagement: Maintain regular, documented contact with assigned participants and follow-up customers.
• Caseload management: Keep participant records current, manage service timelines, and prioritize cases based on participant needs and program requirements.
• Enrollment and service delivery: Meet established recruitment, enrollment, assessment, and service delivery expectations.
• Employment outcomes: Support participants in obtaining and retaining employment aligned with their skills and career goals.
• Training outcomes: Monitor training participation, measurable skill gains, credential attainment, and program completion.
• Data accuracy: Maintain complete and accurate records in all required systems and meet documentation deadlines.
• Compliance and quality: Meet organizational quality assurance standards and applicable program requirements.
• Customer service: Provide timely, professional, responsive, and respectful service to participants, employers, and workforce partners.
• Accountability: Meet assigned performance targets, participate in required meetings and training, and promptly address identified deficiencies.

Qualifications

Minimum Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in workforce development, human services, business administration, education, counseling, or a related field preferred.
• Two or more years of experience in workforce development, career counseling, case management, employment services, human services, or a related field preferred.
• Experience working with adults