Financial Stability Caseworker

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Crisis Assistance Ministry is Mecklenburg County’s Lead Agency offering emergency assistance to low-income families.  Specifically, Crisis Assistance Ministry helps families facing financial crisis by: providing for basic needs including emergency rent and utility assistance, clothing, furniture, beds, appliances, and household goods; fostering economic mobility through partnerships, one-on-one coaching, and support that helps families rebuild financial stability; and empowering the community to advocate for people facing poverty.  On a typical day, nearly 200 families seek assistance through the independent, nonprofit agency located in Charlotte.  Visit and follow us on Facebook, Twitter, and Instagram to learn more.

The Financial Stability Caseworker helps implement the Agency strategy of advancing stability and economic mobility for people facing a financial crisis.  The Financial Stability Caseworker provides exemplary customer service to customers experiencing a financial crisis related to rent and utility expenses. Services may be provided both in-person and remote via standardized collaborative partner agency applications.  Responsibilities include interviewing clients utilizing Motivational Interviewing practices, crafting case plans, assessing the household’s emergency, determining program eligibility, and making internal agency and external community resource referrals to aid customers in their goal to achieve financial stability.

• Assess and Evaluate Financial Crisis for Customers
• Provide exemplary customer service and utilize expert assessment skills to collect
information when interviewing customers and determining program eligibility
• Apply motivational interviewing techniques and deploy problem-solving skills to coach
customer in crisis
• Evaluate financial emergency and with customer co-craft case plans identifying proposed
solutions to help resolve the financial crisis
• Advocate on behalf of the customer with vendors and landlords
• Utilize proper documentation procedures to update customer information, complete
applications and document interview in a timely manner
• Thoroughly assess customer’s need for additional supports and refer appropriately
• Support customer cross-department flow processes, such as customer service triage and
• Effectively communicate with external community organizations to ensure customer
referrals are resolved
• Support external community organizations in adhering to partner agency program
parameters, including training and technical support

• Proven passion for serving people in poverty, and desire to work towards making
Charlotte-Mecklenburg a better place for all
• Minimum of three years of demonstrated experience serving clients in the human
services field
• Comfortable working in a team environment
• Proven ability to multi-task
• Excellent communications skills (verbal and written)
• Excellent customer service skills
• Effective de-escalation, conflict resolution, and creative problem-solving skills
• Excellent knowledge of Windows OS and Microsoft Office Suite: Word, Excel, PowerPoint,
• Associate’s degree, plus two years equivalent professional experience is required