About the Job
Department: Client Services
Status: Regular Full-time, Hourly, Non-Exempt
Schedule: Monday – Friday; 9:30 – 4:30
Starting Pay: $15/hour
Overview:
The Client Services Caseworker serves as a primary point of contact for individuals and families seeking assistance through WARM programs. This position provides direct client services through financial assistance programs, resource referrals, case management, and support of client service operations.
The Caseworker exercises sound judgment in evaluating client needs, determining program eligibility, and delivering services in accordance with organizational policies and available resources. The position requires the ability to work independently, manage competing priorities, maintain accurate documentation, and provide compassionate assistance to clients facing financial hardship and other life challenges.
The Caseworker plays a key role in ensuring the continuity, effectiveness, and integrity of WARM's client service programs while supporting the organization's mission of serving individuals and families in need.
Responsibilities and Duties:
Client Services
Conduct client intake interviews and assess individual and family needs.
Review applications and supporting documentation to determine eligibility for assistance programs.
Recommend and provide assistance in accordance with agency policies, available resources, and established guidelines.
Provide case management services and client follow-up as appropriate.
Maintain accurate, timely, and complete client records and documentation.
Provide referrals to community resources and partner agencies when appropriate.
Ensure all clients are treated with dignity, respect, compassion, and professionalism.
Program Support
Manage and administer client service programs, including:
Financial assistance programs
Voucher and gift card programs
Referral programs
Special projects and seasonal initiatives
Support food pantry operations during peak service periods, volunteer events, and staffing shortages.
Assist with client service events, distributions, and special projects as needed.
Help ensure program activities are carried out efficiently and in accordance with organizational procedures.
Collaborate with staff and volunteers to meet client needs and achieve program objectives.
Administrative Responsibilities
Maintain compliance with all applicable organizational policies, partner agency requirements, and program guidelines.
Assist with data collection, reporting, and program outcome tracking.
Complete required reports and documentation accurately and on time.
Monitor client files and records for completeness and compliance.
Assist with front desk coverage, telephone inquiries, visitor reception, and general office support as needed.
Maintain professional communications with clients, community partners, volunteers, and vendors.
Team Participation
Participate in staff meetings, training opportunities, and organizational events.
Collaborate with staff, volunteers, churches, and community partners to serve clients effectively.
Contribute ideas and recommendations for improving service delivery and program effectiveness.
Support the overall mission and ministry of WARM.
Perform other duties as assigned.
Physical Requirements
Ability to sit, stand, walk, bend, and lift up to 40 pounds.
Ability to work in both office and pantry environments.
Ability to occasionally travel within the service area for meetings, training, or community events.
Performance Expectations - Success in this position is demonstrated through:
Accurate and timely processing of client applications and services.
Consistent maintenance of complete and accurate client records.
Professional and compassionate interactions with clients, volunteers, and community partners.
Compliance with organizational policies, procedures, and program requirements.
Ability to manage workload independently while meeting deadlines.
Effective support of WARM's client service programs and mission.
Positive contribution to teamwork, organizational culture, and ministry objectives.
Qualifications:
Required Qualifications
Lives a strong Christian lifestyle and is active in a local church.
Agrees with and can articulate WARM's mission and values.
High school diploma or equivalent.
Minimum two years of experience in direct client services, case management, nonprofit services, or a related field.
Strong written and verbal communication skills.
Excellent organizational and time management skills.
Ability to work independently with limited supervision while exercising good judgment.
Strong critical thinking, problem-solving, and decision-making skills.
Ability to manage multiple priorities in a fast-paced environment.
Ability to maintain professional boundaries while demonstrating compassion and empathy.
Ability to de-escalate difficult situations and work effectively with individuals experiencing financial, emotional, or personal crises.
Strong attention to detail and commitment to accurate documentation.
Proficiency with Microsoft Office and cloud-based software systems.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to adapt to changing organizational needs and responsibilities.
Valid Texas driver's license and reliable transportation.
Preferred Qualifications
Associate's or Bachelor's degree in social services, human services, nonprofit management, or a related field.
Experience with financial assistance and case management programs.
Knowledge of community resources and social service networks.
Bilingual English/Spanish.