Case Management

Coordinates the assessment, planning, assignment and resolution of administrative requests and requirements.

Key Behaviors
  • Serves as the point of contact for assigned program areas to ensure that all administrative related actions are carried through to completion.
  • Uses a collaborative process to assess, recommend, plan for and provide administrative support and services from the initial request until the action is completed.
  • Serves as an advocate for the customer while ensuring that all actions are consistent with Federal and NIH policies and procedures.
  • Takes responsibility for the proactive and timely resolution of each action requested by program staff.
  • Provides periodic, ongoing feedback to customers/stakeholders to ensure an awareness of where actions are in the process.
  • Advises program staff and serves as their advocate and liaison to obtain needed administrative services.
  • Assesses, plans, implements, coordinates and monitors each request/requirement/action until it is resolved.
  • Partners with other offices to initiate, coordinate, and ensure the completion of administrative activities.
  • Recognizes when to seek the assistance and/or intervention of a supervisor or management official on specific cases or situations.

Developmental opportunities for this competency are available from the NIH Training Center.