Reports To: Chatham Literacy Executive Director
Collaborates With: CSN Case Management Team, United Way of Chatham County
Work Setting: Hybrid; office and community-based with travel within Chatham County
General Function
Case Managers are the heart of the Chatham Success Network’s (CSN) direct service model. Each Case Manager brings domain-specific expertise to the families they serve, whether that is early childhood education, housing stability, adult literacy, income support, or benefits navigation. Working within an assigned caseload, the Case Manager builds a genuine relationship with each family, co-develops an individualized Family Support Plan, and provides sustained support to help families make real progress on their goals. This is a high-intensity role that calls for both strong relational skills and a serious commitment to documentation, because good data is what allows the CSN to improve over time and demonstrate the impact of this work.
Role Within the Chatham Success Network
The CSN brings together partner agencies under a shared model with three distinct roles: Case Manager, and Referral/Enrollment Partner. Case Managers are the primary service providers for enrolled families. They receive referrals from within the network, collaborate with case managers from other partner agencies, and coordinate closely to ensure families receive cohesive support across domains. When a family needs something outside a Case Manager’s area of expertise, they connect the family to the right colleague rather than trying to do it all themselves.
Key Responsibilities
Family-Centered Case Management
- Build a trusting, respectful relationship with each assigned family, starting from the first contact and sustaining it throughout the engagement.
- Work with families to develop individualized goals within the Family Support Plan, grounded in each family’s strengths, priorities, and circumstances.
- Meet regularly with families to check in on progress, problem-solve barriers, and adjust plans when circumstances change.
- Apply a strengths-based, trauma-informed approach in all family interactions.
- Coordinate with fellow CSN Case Managers to ensure families experience consistent, connected support across the network.
Data Collection and Documentation
- Maintain timely and accurate case records for every enrolled family, documenting contacts, service activities, goal progress, and barriers encountered.
- Use CSN-designated tools consistently, including the Arizona Self-Sufficiency Matrix and any shared data platforms. As well, uses Chatham Literacy’s program database.
- Capture both quantitative outcomes (income changes, housing status, benefits enrolled) and qualitative notes that reflect the family’s experience meaningfully.
- Submit monthly informal progress updates through CSN case management and cohort meetings.
- Flag patterns of unmet need or service gaps to the broader CSN team so the network can respond and improve.
- Follow all data sharing and confidentiality requirements outlined in the CSN Confidentiality Agreement.
Team Collaboration and Communication
- Participate actively in weekly CSN collaborative meetings and respond to team requests within two business days.
- Coordinate with case managers from other partner agencies to provide holistic support across service domains.
- Engage in learning and adaptation sessions facilitated by United Way of Chatham County.
- Participate in bi-weekly Chatham Literacy team meetings and bi-weekly Chatham Literacy program meetings.
- Develop best practices in obtaining referrals and determining eligibility for incoming and active Chatham Literacy families.
- Attend and support Chatham Literacy events, representing the organization and fostering community engagement.
- Work alongside tutors, volunteers, staff, and board members to obtain referrals.
- Share and advocate CSN network’s mission and vision to community members, Chatham Literacy staff, tutors, volunteers, and board members.
Service Coordination and Advocacy
- Connect families with resources and programs within your agency and across the CSN network.
- Help families navigate application and enrollment processes for programs relevant to their goals.
- Advocate for families when systemic barriers get in the way and bring those barriers to the attention of the CSN team.
- Stay current on community resources, eligibility requirements, and program updates relevant to your domain.
- Work alongside Chatham County Schools to ensure families are obtaining the support they need for their children.
Qualifications and Skills
Education and Experience
- Associate degree with experience in coordination/case management of families in the field of social work, human services, education, public health, or community outreach.
- At least 2 years of experience in case management, social services, or a directly related role.
- Experience working with families facing economic hardship, housing instability, or other systemic barriers.
Knowledge and Skills
- Knowledge of the service domain relevant to the employing agency (early childhood, housing, literacy, benefits navigation, or other).
- Familiarity with community resources and service systems in Chatham County.
- Strong relationship-building skills and the ability to maintain appropriate professional boundaries.
- Organizational ability to manage an active caseload and consistently meet documentation deadlines.
- Clear written and verbal communication skills, including the ability to write useful case notes.
- Comfort with case management platforms and willingness to learn new data tools.
- Ability to work independently and as part of a multi-agency team.
- Bilingual English/Spanish is required.
Work Environment
CSN Case Managers are not expected to provide personal transportation or home visits to CSN clients. Occasional travel within Chatham County for partner meetings and community events.
- Occasional evening or weekend availability to accommodate family schedules.
- Valid NC Driver’s License required. Ability to lift up to 25 pounds occasionally.
To Apply
Send a cover letter and resume:
By mail: Vicki Newell, Chatham Literacy, P.O. Box 1696, Pittsboro, NC 27312
By email: Vicki Newell at Vicki@chathamliteracy.org
By dropping it off at the office: 110 Village Lake Road, Siler City, NC 27344
Chatham County Literacy Council is an Equal Opportunity Employer