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Hillsborough County Government

Senior Case Manager (#SRCMGRCSBO) CSBO
$20.58-$33.64 Hourly / $3,567.20-$5,830.93 Monthly / $42,806.40-$69,971.20 Yearly


Performs duties supervising and performing the collecting and analyzing socio-economic information, and designing and arranging for comprehensive plans to deliver social service programs and promote self sufficiency of eligibile clients.


A Bachelor's degree; and
Two years of social services program experience interviewing clients, assessing client's needs and eligibility, or counseling clients.

An equivalent combination of education, training and experience that would reasonably be expected to provide the job-specific competencies noted below.


  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.


  • Considerable knowledge of the theories, techniques and methods of social services program delivery, and case management procedures.
  • Considerable knowledge of applicable Federal, State, County and community social service programs for which most clients are eligible: eligibility requirements, application procedures, and other relevant program policies.
  • Working knowledge of quality control procedures, methods and techniques.
  • Skill in interviewing clients to identify deficiencies in personal, legal, social, economic, and health needs.
  • Skill in counseling others in attaining self-sufficiency.
  • Skill in the application of crisis intervention techniques.
  • Ability to develop work procedures and standards.
  • Ability to work effectively with others.
  • Ability to plan, organize, evaluate and supervise the work of others.
  • Ability to collect, organize and evaluate data and to develop logical conclusions.
  • Ability to correctly apply applicable laws, regulations, and policies to individual cases.
  • Ability to use a computer and related software.
  • Ability to communicate effectively, both orally and in writing.


Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

  • Analyzes a comprehensive body of social, economic, legal, environmental, occupational, physical and mental health information derived from indepth client interviews, observation, research and investigation; to assess client needs, to determine client eligibility for services, to determine causes of client's situation, to develop recommended services and courses of action to satisfy client needs, and to develop a case management plan to be used to evaluate service delivery, follow-up, reassessment and service modification which will result in client self sufficiency in any one of the programs sponsored by aging services, children's services, health and social services, head start, the correction system, or the court system.
  • Supervises case managers, interns, or volunteers from local community.
  • Counsels individuals, families and groups; may perform crisis intervention; advocates for clients; and collaborates with community service agencies to provide information and services necessary to meet various socioeconomic needs in a variety of settings, to improve situations and restore to self sufficiency in a community setting.
  • Conducts outreach and service coordination activities.
  • Writes comprehensive client social histories; social services program policies and procedures; handbooks and manuals; case management plans, reports, studies and summarizes; and other pertinent information used to document contacts, resources used, performance of service providers, satisfaction of client needs in conformance with local, State and Federal guidelines, and to improve and enhance program delivery.
  • Attends community based meetings with stakeholders and providers and act as agency representative.
  • May conduct surveys, research references, and develop programs; and plans, coordinates, facilitates, conducts, and evaluates training, workshops and other activities designed to enhance client abilities to eliminate their need for support services and become self sufficient.
  • Assists with quality improvement activities, to include on-going case record reviews, data collection and analysis for performance outcomes and satisfaction surveys, and audit preparation.
  • Provides client assessment and other related information to public officials and others for their use in determining appropriate courses of action relative to client needs and situations; coordinates with social service agencies, psychologists, law enforcement, attorneys and judges to develop requirements to satisfy client needs; and attends or conducts meetings to exchange social service information.
  • Understands and utilize principles of high-quality wrap around services, which includes access to community based services such as the Administrative Services Organization (ASO) and other organizations. 
  • Compiles data for use in evaluating program performance, reports, service provider payments, program documents, financial needs, and budgeting, using manual methods and personal computer applications.
  • Understands and utilize principles of family-directed care/practice while working with assigned case load. 
  • Performs case by case quality control functions, auditing case actions: reviewing expenditures; reviewing documentation to ensure accuracy and procedural compliances; and reviewing questionable claims to authorize or deny payments.
  • Conducts staff training and orientation programs.
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.