Position Summary

Disability Law Group (DLG) is seeking a compassionate, confident, resourceful, and highly organized Case Specialist to support the Social Security department. This position is designed to provide practical case support across the department, reduce routine workload for Case Managers and Senior Case Managers, strengthen client follow-through, and help keep cases moving forward. The Case Specialist will support all four Social Security pods based on department needs and assigned priorities.

The Case Specialist will assist with client communication, outstanding callbacks, routine case-management follow-up, information gathering, basic case preparation, system updates, and other non-legal support tasks within the employee's training and authorized scope. Responsibilities may expand as proficiency is demonstrated. The strongest candidate can review available information, communicate clearly with frustrated or vulnerable clients, use sound judgment, manage multiple priorities, and consistently carry an issue through to the correct next step.

Client Communication & Callback Management

·        Respond to and return calls from existing Social Security clients regarding routine questions, updates, and assigned follow-up needs.

·        Monitor assigned outstanding client callbacks, including overdue items on department callback lists, and assist with bringing those communications to resolution.

·        Handle defined routine needs such as general case-status questions, address or phone-number changes, new medical-provider information, confirmation of received documents/faxes when visible in the system, and other approved administrative updates.

·        Explain available information and general process steps in plain language without providing legal advice or promising outcomes.

·        De-escalate frustrated, emotional, or demanding callers while maintaining appropriate boundaries and call control.

·        Review the client matter and available information before responding or escalating whenever practical so the next team member receives an organized, informed handoff.

Pod & Case Management Support

·        Support Case Managers and Senior Case Managers across all four Social Security pods based on assigned priorities and department needs.

·        Assist with routine case-management tasks and follow-ups that do not require legal analysis or independent case strategy.

·        Gather missing client, medical, treatment, employment, or other routine information needed to support case progression and assigned follow-up.

·        Assist with basic case-preparation tasks and organize information for Case Manager, Senior Case Manager, or attorney review.

·        Assist with approved SSA forms, including SSA-820s, after completing required training and demonstrating proficiency.

·        Follow unresolved client or case-support issues through to completion, proper handoff, or documented escalation so items do not fall through the cracks.

Documentation, Systems & Follow-Through

·        Navigate Prevail, Chronicle/Electronic Record, and other designated systems to locate routine case information.

·        Enter clear, concise, and timely notes regarding the client’s request, information provided, actions taken, and remaining follow-up.

·        When client information changes, update the appropriate record and notify or task the appropriate team members so the change is communicated beyond the immediate phone call.

·        Create accurate tasks and route work to the correct person or work queue rather than relying on informal verbal handoffs.

·        Use multiple applications at the same time while maintaining accuracy, confidentiality, and efficiency.

Escalation & Service Standards

·        Recognize when a matter is outside the support role’s authority or requires substantive Case Manager or attorney review.

·        Escalate urgent, legally substantive, unusual, or unresolved matters with organized context: what the client needs, what was reviewed, what was already done, and what remains unresolved.

·        Support the department goal that escalated client-call needs receive timely follow-up, with a target of response within 24 hours unless a different urgency level applies.

·        Use judgment when a caller is highly distressed or the routine answer has not resolved the concern, including requesting real-time Case Manager support when appropriate.

Department Support & Growth

·        Help reduce Case Manager and Senior Case Manager workload by completing appropriate routine support work, follow-up, and client communication within the role's authorized scope.

·        Provide cross-pod or department coverage for approved Social Security support functions as trained and assigned, including backlog work, client follow-up, email support, pre-development tasks, or other routine case-support needs.

·        Participate in ongoing Social Security and systems training, including recorded training and process resources, and demonstrate the ability to expand responsibilities as proficiency grows.

·        Take on different Case Specialist responsibilities based on experience, completed training, demonstrated proficiency, pod priorities, and department needs.

·        This position may provide a developmental path toward broader Social Security case-management responsibilities based on performance, business need, and demonstrated readiness; advancement is not guaranteed.

Required Qualifications

·        Excellent spoken and written English communication skills.

·        Professional confidence and the ability to communicate calmly with upset or vulnerable clients.

·        Strong critical-thinking, problem-solving, and follow-through skills.

·        Strong computer proficiency and ability to learn new case-management/CRM systems quickly.

·        Ability to navigate multiple systems while speaking with a client and documenting accurately.

·        Accurate and efficient typing/data-entry skills appropriate for a high-volume client-support environment.

·        Strong attention to detail and understanding that an update is not complete until the appropriate record and team members are informed.

·        Ability to distinguish routine administrative support from issues that require escalation or legal review.

·        Dependable, accountable, coachable, and receptive to feedback.

·        Ability to maintain confidentiality of medical, financial, personal, and legal information.

Strongly Preferred Qualifications

·        Direct SSDI/SSI, Social Security case-management, or disability-law experience.

·        Experience using Prevail, Chronicle/Electronic Record, ERE, SSA systems, or another legal/case-management CRM.

·        Prior legal, healthcare, benefits, claims, social-work, crisis-response, case-management, or high-volume client-support experience.

·        Experience de-escalating difficult conversations and supporting individuals facing medical, emotional, or financial stress.

·        Bilingual Arabic/English capability is strongly preferred.

Important: Direct Social Security experience is a strong advantage but is not required when a candidate demonstrates exceptional client communication, systems aptitude, judgment, trainability, documentation, and follow-through.

Key Competencies

·        Client-centered communication

·        Professional confidence

·        De-escalation and empathy

·        Systems fluency and learning agility

·        Critical thinking

·        Judgment and escalation awareness

·        Accurate documentation

·        Ownership and follow-through

·        Efficiency and call control

·        Team communication and collaboration

Compensation: $19-$24/hr

Benefits

DLG offers eligible employees a competitive benefits package including medical, dental, and vision benefits, paid time off, paid company holidays, birthday time off, 401(k) with employer match, KPI incentive opportunities, and professional development support.

Hiring Process: Candidates selected to move forward should expect a multi-step interview process, which may include an initial phone screen, two Zoom interviews, a role-specific skills assessment, and, depending on the position, a final interview.

Use of Generative AI During the Hiring Process: Cover letters, skills assessments, writing exercises, and other candidate assignments must reflect the applicant’s own work. Generative AI may not be used to draft or complete these materials, or during interviews, unless specifically authorized by Disability Law Group.