Information and Referral Specialist/Lead Case Manager

Title Information and Referral Specialist/Lead Case Manager Job type Full-time employee Location 3110 Cedarplaza Ln, Dallas, TX 75235 Overview Information and Referral Specialist/ Lead Case Manager provides support, self-advocacy education, and resources for Deaf and Hard of Hearing clients at the Deaf Action Center. The role involves administering all incoming calls, correspondence, and activity throughout the center, assessing clients’ needs, developing personalized service plans, and coordinating access to various services, including education, employment, healthcare, and housing assistance. This position requires a collaborative and compassionate approach, fostering empowerment and independence in the Deaf and Hard of Hearing community. Description Deaf Action Center is a 501(c)(3) tax-exempt organization that has been recognized as a national and international benchmark service provider. For more than 30 years, Deaf Action Center’s mission is providing those who are Deaf and Hard of Hearing the means to ensure advancement through education, economic security, and good health. We provide a comprehensive range of programs that combine care, commitment, and communication to help create personal, social, and professional growth and success. Our ongoing task is to foster positive change in the lives of those who are deaf, hard of hearing; to support anyone at any age to reach their full potential; and to eliminate societal barriers that are imposed on people who are deaf and hard of hearing.

At Deaf Action Center our core values are: A – Advocacy C- Communication E – Empowerment

JOB OVERVIEW

Deaf Action Center's Information and Referral Specialist/ Lead Case Manager provides support, self-advocacy education, and resources for Deaf and Hard of Hearing clients at the Deaf Action Center. The role involves administering all incoming calls, correspondence, and activity throughout the center, assessing clients’ needs, developing personalized service plans, and coordinating access to various services, including education, employment, healthcare, and housing assistance. This position requires a collaborative and compassionate approach, fostering empowerment and independence in the Deaf and Hard of Hearing community.

WORK EXPECTATIONS • Critical thinking and reasoning skills. • Work ethically and with integrity. • Pursue professional development. • Collaborate well with DAC employees, clients, and vendors. • Strong written and American Sign Language communication skills.

RESPONSIBILITIES

• Client Assessment: Conduct thorough needs assessments to understand individual client goals and strengths, including barriers related to hearing loss, communication, and access to services. • Service Planning: Develop and implement personalized service plans, outlining resources, steps, and timelines to help clients achieve their goals. • Resource Coordination: Connect clients to appropriate resources, such as job training, healthcare, housing assistance, mental health services, and other relevant community resources. • Self-Advocacy and Support: Serve as a self-advocacy educator for clients within various systems (i.e., healthcare, education, and employment) to help ensure accessible communication and accommodations • Community Collaboration: Collaborate with local agencies and service providers to build positive partnerships and broaden the network of available resources for clients. • Documentation and Reporting: Maintain accurate records, including client rights and responsibility, release of confidentiality information, service plans, case notes, and progress reports, ensuring confidentiality and compliance with organizational and legal standards. • Follow-Up: Conduct regular follow-ups to assess client progress, modify plans as needed, and provide ongoing support. • Manage phones, route calls to appropriate persons, and record messages. • Provides case-management for those in need of ongoing support. • Directs clients to appropriate departments, ensuring access to services in a speedy and professional manner. • Keeps appropriate statistics and logs on phone calls, clients, information and referral and message relay in a timely manner. • Distributes DART Form 1000. • Obtains and records client information for confidential intake form. • Maintains and updates information and referral files on a regular basis. • Send out weekly surveys. • Send out weekly outreach materials as a resource provider • Enters client statistics into database • Maintains compliance with all Deaf Action Center policies, procedures, and requirements. • Maintains utmost confidentiality. • Demonstrates a positive attitude and a willingness to develop and maintain strong working relations with co-workers and community members • Attends in person and participates in staff meetings, trainings/workshops, and conferences as required.

COMPETENCIES

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

• Education: Associate degree in Social Work, Human Services, Counseling, or a related field or equivalent experience. • Experience: Minimum of 2 years of case management or social services experience, preferably working with Deaf or Hard of Hearing individuals or in a non-profit setting. • Language Proficiency: Native in American Sign Language (ASL) is strongly preferred. Candidates without ASL proficiency must be committed to acquiring ASL skills.
• Strong communication and interpersonal skills, with an understanding of Deaf culture and unique client needs. • Experience with partnership with outside agencies • Ability to manage multiple cases and prioritize effectively.
• Experience in resource coordination and self-advocacy support for clients. • Empathy, patience, and a client-centered approach to service delivery. • Proficiency using Microsoft Office Suite. • Demonstrated attention to detail. • Data collection, analysis, and reporting skills. • Problem solving skills. • Understand institutional change from program centered to client center initiatives • Excellent written and verbal communication skills. • Adaptability to change, delay, interruption. • Must have stable internet and a clean/clear/professional workspace/background for video calls.

Physical demands This role is primarily remote (80%) in the Dallas area, with occasional local travel to meet with clients or attend community events. Flexible work hours may occasionally be required to accommodate client needs. While performing the essential functions of this position, employees are regularly required to sit, stand, use hands to finger and feel, and adjust focus visually. This position works in an environment with moderate noise level. To perform this job successfully, an individual may need a valid driver’s license, proof of insurance, and ability to drive personal vehicle.

Note: Critical expectations of this job described above are subject to change at any time due to reasonable accommodations or other reasons, with or without notice. Employees are not permitted to be employed with DAC competition.