Client Service Specialist - Case Processor I

COMMUNITY ACTION COUNCIL OF HOWARD COUNTY MD INC • Columbia, MD

3d • $22 - $28

About The Position

At the Community Action Council of Howard County (CAC), we have a mission to diminish poverty and enable self-sufficiency for all Howard County individuals, families, and children in need. We take action towards this mission by focusing on five critical services: housing assistance, food assistance, energy and weatherization assistance, and early childhood education. CAC impacts our local society by changing lives and helping create a pathway through and out of poverty or just providing a hand up when one is needed. As a Client Services Specialist – Case Processor I, you will serve as the first point of contact for clients seeking support from CAC. You are a compassionate and detail-oriented professional with a passion for helping others. You thrive in dynamic, service-driven environments and are committed to making a meaningful impact on the lives of individuals and families facing crisis. You bring emotional intelligence, strong interpersonal skills, and a deep understanding of social services. You’re adept at navigating client needs, making appropriate referrals, explaining services clearly, and processing financial assistance to support housing and energy stability.

Requirements

• Associates degree in social work, behavioral sciences, human services, or a related field. Equivalent combination of education and experience in a relevant role may be considered.
• Minimum of one (1) year of experience in a client-facing role, including proficiency in navigating client databases and digital systems.
• Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Teams)
• Ability to work effectively both independently and as part of a team.
• Strong communication, organizational, and time management skills.
• Demonstrated ability to manage high-stress or crisis situations with empathy, discretion, and professionalism.
• Must have a valid driver’s license and the ability to travel locally as needed.

Nice To Haves

• Bilingual in Spanish
• Bachelor’s degree in social work, behavioral sciences, human services, or a related field

Responsibilities

• Eligibility Determination: Assess client eligibility for a specific Client Services Department program by analyzing income documentation and verifying client-provided information. Accurately calculate 30-day income and validate required documentation.
• Client Engagement: Communicate with clients via phone, email, in-person meetings, and at outreach sites to collect and clarify information, determine needs, and guide them through program options.
• Customer Support: Respond to inquiries with empathy and professionalism, providing clear explanations of program eligibility, required documentation, and next steps.
• Data Entry & Management: Accurately input client data into various case management systems, ensuring records are up to date and compliant with internal standards and funding requirements.
• Case File Preparation: Create and maintain thorough electronic case files documenting client needs, eligibility, services provided, and follow-up actions.
• Outreach & Education: Represent CAC at community events, distribute materials, and speak to groups and individuals to raise awareness of CAC services and support opportunities.
• Professional Growth: Participate in ongoing training sessions, staff meetings, and development initiatives to stay informed on program updates and best practices.
• Schedule Flexibility: Be available for occasional evening or weekend hours to meet client needs and support community outreach efforts.
• Other Duties: Perform additional responsibilities as assigned to support the broader mission of CAC.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree