Administrative Coordinator / Case Management Support

Description

Lutheran Social Services of Southern California began in December 1944 when a group of Lutheran congregations in San Diego came together to discuss how to better assist families in need. They began discussing how to form a Welfare Commission. Their vision expanded when they came together with another group of Lutheran congregations in Los Angeles having the very same conversation. Lutheran Social Services of Southern California was officially incorporated in 1946 as a 501(c)(3) non-profit social service agency. The mission has stayed true to its earliest beginnings, to be a servant to those in need. Today LSSSC serves thousands of individuals and families throughout Southern California with over 70 different programs/services at nearly 20 different locations. We are part of the Lutheran Services in America (LSA) network and strive to serve those in need with dignity and respect. 

Lutheran Social Services of Southern California’s Mission: Ignited by faith, we live out God’s love by embracing, equipping, and empowering vulnerable individuals, families, and communities toward self-sufficiency.

POSITION SUMMARY:
The Administrative Coordinator/Case Management Support role serves as the first point of contact for clients and visitors, providing professional and compassionate service. This position combines front desk responsibilities with essential case management support, assisting clients in accessing services and resources, and supporting case managers in delivering comprehensive care. 

Requirements

 Essential Duties and Responsibilities: Other duties may be assigned as needed.

Administrative Coordinator Responsibilities:

• Maintain a professional and welcoming front desk environment.
• Answer and direct phone calls, ensuring timely and appropriate responses.
• Greet and assist walk-in clients, providing information and directing them to the appropriate staff or services.
• Manage appointment scheduling and coordinate client visits.
• Handle incoming and outgoing mail and packages.
• Maintain the front desk area, ensuring it is clean, organized, and stocked with necessary supplies.
• Monitor and manage office supplies inventory.
• Assist with administrative tasks as needed, including data entry and filing.

Case Management Support Responsibilities:

• Assist case managers in preparing and maintaining client files and documentation.
• Help clients complete intake forms and necessary paperwork.
• Schedule appointments and coordinate referrals to community resources.
• Monitor client progress and update case managers on developments.
• Ensure confidentiality and proper handling of sensitive client information.
• Participate in case conferences and team meetings as required.
• Provide general administrative support to the case management team.

Client Interaction & Case Management Support:

• Assist with client intakes and initial assessments under supervision.
• Support case managers in gathering required documentation and ensuring completion of intake forms.
• Provide follow-up contact to clients for scheduled appointments, check-ins, and referrals.
• Track and log client service interactions and assist in maintaining client charts.
• Support clients with navigating community resources by providing pre-vetted referral information.
• Participate in team meetings, trainings, and client case reviews as appropriate.
• Maintain strict confidentiality and adhere to HIPAA compliance standards.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Education: High School Diploma or equivalent; associate or bachelor’s degree preferred.
• Experience: Minimum of 2 years in a administrative coordinator or administrative/case management support role, preferably in a healthcare or social services setting.
• Certifications: Completion of a 40-Hour Domestic Violence Counselor Training Course, as mandated. This certification is essential for providing support to clients affected by domestic violence and ensures compliance with state regulations.
• Skills:
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and handle sensitive information.
• Familiarity with case management processes and community resources.
• Empathy and awareness of appropriate boundaries.
• Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. 
• Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. 
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• Computer Skills: To perform this job successfully, an individual must have a very good knowledge of Word processing software and Excel spreadsheet software. 
• Certifications: Clear California Driver’s License (Must allow DMV check before hire with monitoring throughout employment) a working vehicle and proof of current vehicle insurance as required in the driving policy.
• Supervisory Responsibilities: This job has no supervisory responsibilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and handle sensitive information.
• Familiarity with case management processes and community resources.
• Empathy and awareness of appropriate boundaries.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully, 
• Develops alternative solutions; Works well in group problem solving situations. Uses reason even when dealing with 
• emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs. 
• Responds to requests for service and assistance; Meets commitments.
• Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting. Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification. 
• Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback  to improve performance; Monitors own work to ensure quality.
• Knowledge of Community Resources – Demonstrates knowledge of community resources and ability to research and develop comprehensive resource lists to serve clients effectively.
• Ethics - Works with integrity and ethically; upholds organizational values.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generate questions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets  others' attention.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.