Case Manager, Vehicles for Change
Northern Virginia Family Service
Listing Start Date
Listing End Date
NVFS’ Vehicles for Change program provides qualifying, low-income families with reliable transportation so that they may readily access more job and school opportunities. The program’s goal is to enable clients to achieve the financial and personal independence that comes from owning a vehicle. Vehicles for Change, our partner organization based in the metropolitan Baltimore, MD area, provides donated vehicles which are repaired and made road-ready in partnership with local garages.
The Vehicles for Change (VFC) Case Manager is responsible for the VFC program from start to finish. Specifically, the Case Manager works with community partners for program referrals, conducts intake with clients via phone and email, coordinates and monitors the application process and provides follow-up after vehicle distribution to track outcomes, manage service requests and collect any on-going vehicle payments from the clients. In parallel, the Case Manager communicates and coordinates regularly with NVFS’ partner organization, Vehicles for Change, who provides donated vehicles. All NVFS employees are expected to demonstrate the organizational values and sensitivity to the diversity of the organization’s client base.
Essential Job Duties:
Conduct outreach with community partners to manage the inflow of program applicants as necessary.
Respond to client inquires and provide VFC program information over the phone and via email.
Conduct initial screenings to determine eligibility for program services. Provide assessments of application & supporting documentation, intake and needed follow up as required to enroll clients into VFC. Most client communication is conducted over the phone and through email.
Make referrals or provide resources for clients to other services as needed.
Review applications and prepare summaries of loan packages for presentation to Loan Review Committee.
Act as main point of contact and coordinator to VFC; establish close working relationship with VFC; serve as an advocate on behalf of clients and ensure vehicle quality prior to distribution.
Monitor, evaluate and report on client progress by surveying clients on a regular basis. Provide follow-up with customers in repayment as necessary to improve repayment rate and decrease defaults.
Prepare data for monthly and quarterly service activity report.
Respond to and coordinate vehicle service requests both through the VFC warranty as well as direct assistance requests to NVFS.
Participate in regular supervision with Program Director by providing regular updates and preparing case presentations as necessary.
Maintains client files in accordance with program requirements and NVFS guidelines.
Maintain current level of knowledge on program software and other information on loan assistance programs.
Qualification and Additional Requirements:
High school diploma or GED required; some college a plus
Three (3) years related work experience preferred, including customer/client service experience, transactional work requiring high attention to detail and/or case management
Experience working with high barrier, low-income families a plus
Knowledge of and ability to provide financial counseling on client’s financial situation in relation to making car payments (i.e. making monthly payments vs. lump sum payment of car)
Fluency in written and spoken English required
Must be comfortable with communicating with clients heavily over the phone and through email.
Proficiency in Microsoft Office Suite
Successful completion of background checks required upon hire
This description is intended to describe the essential job functions and requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified.
Northern Virginia Family Service is an Equal Opportunity Employer and E-Verify participant.
How to Apply