Job Title: Case Manager
Reports To: Managing Director
Summary:
The Case Manager is primarily responsible for assisting the (Firm) in delivering case reports that meet Firm’s high quality standards. Case management includes case intake, monitoring and reporting on case status, completing required case tasks, and compliant closure to enable case payment. This role documents case activity in the case management system, adhering to stipulated templates, entries, and processes. This role works professionally and efficiently with the client, investigative team and the Managing Director to ensure case status transparency and progress. The Case Manager resolves or alerts stakeholders to any issue risking timely case completion. Conscientious case monitoring and follow up are critical duties to ensure client satisfaction and retention. The Case Manager will assist with the development and execution of the case management process for new Federal Government, private verticals or new contracts. This includes gathering, reviewing and organizing contractual documents and assisting with verifying and communicating contractual requirements to the team.
Essential Duties
- **Retrieve and review client documents** to determine interviewees, secure contact information from Agency as needed, send templatized emails, follow up (including via phone/voicemail), maintain updates in the case management system, and monitor and ensure required interviews are scheduled and completed.
- **Monitor and drive the timely delivery** of statements to interviewees by the investigator. Secure signed/initialed statements from participants per contract requirements, including all referenced documentary evidence with the appropriate statement.
- **Daily monitoring of case progression**; actively identify cases at risk of missing deadlines, confer with the assigned investigator regarding the same, and communicate concerns to the Managing Director and client Point of Contact, requesting an extension and/or assistance if appropriate.
- **Daily, weekly, and monthly case status reports** as requested.
- **Conduct quality control of draft ROIs**; redline edits and collaborate with the assigned investigator to ensure consistency.
- **Conduct “packaging” and “delivery” of ROIs** to ensure compliance with client contractual standards.
**New Client Onboarding:**
- When a new client is secured, create appropriate files (convert the Pending file folder to an Active client), adding new folders to include Templates, Agency policies, etc.
- **READ the Performance Work Statement** (i.e., Request for Proposal or Request for Quote) to create a Checklist for the following:
- Payment Processing Terms (e.g., request for payment must be processed through IPP, etc.)
- ROI Packaging Requirements (e.g., order of Exhibits, Format, Font Size, etc.)
- ROI Process Checklist (e.g., Sign the last page, Complainant’s right to rebut testimony, etc.)
- Investigation Process Requirements (e.g., All participants must be granted X days to respond to Statement request, number of days to turn ROI, etc.)
- **Create Templates**: Where Agency provides Samples, convert samples to Word, format to meet standards, edit the document to enhance usability, templatize, once approved by VTA.
- **Create Policy/Exhibit file**: Gather needed policies and standard exhibits (e.g., harassment policy, Secretary Statement of EEO Compliance, etc.)
- **Create Email and Declaration Templates** for CP and RMOs/Witnesses; ROI templates per Agency stated needs.
- **Audit current Agency Files** and amend as necessary to comply with these requirements.
**Organization of Internal Files:**
- **Audit Naming Convention**: For Private Clients and Contract Folders; propose strategy and implement once approved.
- **Keep a list of Independent Contractors** up to date.
- **Create Standard Operating Procedures** for Case Management.
**Additional Responsibilities:**
- **Provide a bridge for smooth communication** between internal and external staff, demonstrating leadership to maintain credibility and trust.
- Perform other administrative and operational duties as necessary or desirable.
2023 Education/Experience
• Minimum Bachelor’s Degree and five years related experience in an office setting, preferably a law firm.
• Paralegal experience a plus.
- **Experience:**
- Experience working in a home-based and/or small business environment preferred.
**Skills/Abilities:**
- Ability to communicate clearly and professionally.
- Strong attention to detail and accuracy.
- Advanced skills in the Microsoft Office 365 Suite, including OneDrive, Bookings, Excel, and PowerPoint.
- Advanced skills in working with Adobe.
- Proficient in Outlook and TSheets.
- Strong computer skills using word processing, spreadsheet, and industry-specific (law) software programs, with the ability to learn and adapt to new software programs quickly.
- Self-starter with a critical thinking mindset and a positive attitude.
- Superior organizational skills.
- Strong interpersonal skills and the ability to collaborate effectively.
- Excellent memory and recall abilities for details of activities and client accounts.
- Ability to work independently and as part of a team.
- Demonstrated ability to make independent decisions.
- Ability to prioritize work effectively.
- Adaptable to changing work environments and able to manage competing demands.
- Ability to effectively present information and respond to questions from managers, clients, vendors, and the public.
- Seeks ways to improve and promote excellence.