Workforce Case Manager/Outreach at Norris Square Civic Association – Philadelphia, Pennsylvania

General Summary of the Position

The Workforce Case Manager/Outreach supports participants enrolled in Xiente’s Workforce Development programs by providing case management, employment readiness support, data tracking, and program coordination across multiple certification and training pathways. This role focuses on participant engagement, documentation, compliance, and employment outcomes while supporting the operational delivery of workforce programs including Carpentry, CDA, CPR, ServSafe, OSHA-10, and Job Readiness.

The Workforce Case Manager/Outreach serves as a primary point of contact for participants, ensuring consistent communication, accurate records, and coordinated support services that move youth toward certifications, employment, and career pathways.

Primary Responsibilities

Participant Case Management & Support
• Serve as primary case manager for workforce participants across multiple programs and cohorts
• Conduct intakes, orientations, ongoing check-ins, and exit activities
• Maintain regular contact with participants regarding attendance, progress, barriers, and goals
• Support participants with resumes, job readiness, certification completion, and employment preparation
• Provide referrals to supportive services as needed

Program Operations & Coordination
• Support implementation of workforce programs including cohort-based and rolling enrollment models
• Track attendance, certifications, incentives, outcomes, and case notes
• Assist with scheduling sessions, orientations, testing days, and participant meetings
• Coordinate with instructors, partners, and internal staff to support smooth program delivery

Data, Documentation & Compliance
• Maintain accurate and timely documentation in CWDS, Salesforce, trackers, and internal systems
• Complete case notes, participant files, rosters, incentive logs, and outcome tracking
• Support compliance with funder and workforce reporting requirements (WIOA, PCCD, PhilaWorks, etc.)
• Assist with audits, site visits, and data requests

Employment & Career Support
• Assist participants with job readiness activities, applications, and interview preparation
• Coordinate with the Job Placement Coordinator to support employment placement and retention
• Track employment outcomes and follow-ups

Outreach & Engagement
• Support recruitment, orientations, and community engagement activities
• Assist with information sessions, open houses, and program promotion
• Build positive relationships with participants, partners, and internal teams

Additional Duties
• Participate in team meetings, trainings, and continuous improvement efforts
• Perform other duties aligned with the mission of Xiente and the Workforce Department

• Bachelor’s degree required (Human Services, Social Work, Criminal Justice, Education, or related field preferred)
• Minimum 2 years experience in workforce development, youth services, case management, or related field
• Experience completing WIOA intakes and eligibility documentation is a plus
• Experience working with opportunity youth or justice-impacted populations preferred
• Strong organizational, documentation, and time-management skills
• Comfort working in data systems (CWDS, Salesforce, Excel/Sheets, databases)
• Experience supporting employment readiness and career development
• Strong interpersonal, communication, and problem-solving skills
• Ability to manage multiple programs and participant caseloads
• Must be able to obtain required clearances

Core Competencies

• Participant-centered and trauma-informed approach
• Strong documentation and compliance mindset
• Professional communication and boundaries
• Team collaboration
• Accountability and follow-through
• Adaptability in fast-growing programs

Physical & Work Demands

• Ability to lift up to 25 lbs
• Ability to move throughout classrooms, offices, and community locations