Case Management

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

Key Behaviors
  • 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.
  • 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.

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