Job Description

The Case Manager serves as the primary contact for a dedicated population of program applicants who require financial assistance to reconstruct, repair, or rehabilitate their homes. This role will maintain a complete understanding of all applicable program policies, requirements, and procedures and review all cases within the guidelines established. The Case Manager may assist with or lead day-to-day case management activities, which may include processing, monitoring, tracking, and reporting applications within a functional area with little or no direct supervision. This role may specialize in specific subjects within the functional area.

This position is required to be in office, and you will be required to travel to several intake centers in order to collaborate directly with clients, case management and leadership regarding program applications.

Local travel may be required at times.

Job Duties

• Provides excellent and consistent customer service and support to applicants, the client, constituents, and program team members
• Assists applicants with the completion and submission of their program applications, as needed
• Reviews submitted applications for completeness and ensures that the program has received all documentation and information needed to perform an eligibility review
• Reviews applicant vulnerability factors and assign appropriate priority status to their application
• Conducts an orientation and introductory call to assigned applicants and request any application documentation or information needed to make the application complete
• Ensures program applicants are continuously updated regarding the status of their program application
• Provides frequent, diligent, and professional communication
• Obtains a working knowledge of applicant needs and program eligibility criteria
• Understands program requirements and other key objectives
• Understands program processes from start to finish and communicates those processes clearly to applicants
• Gathers applicant documentation and uploads to program system of record
• Records all communications in the program system of record
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities

Education:

• High School Diploma or GED, required
• Associate degree, preferred
  
  

Experience:

• Two or more years’ experience providing customer service and or clerical work, required
• Knowledge of creating tables and graphs in Microsoft Excel, required
• Experience relevant to the functional area and/or experience providing specialized advisory service, which may include construction, financial, housing, and/or related industry knowledge, preferred
• Experience with CDBG housing and/or FEMA hazard mitigation and similar programs/projects, preferred

License/Certifications:

• Valid driver’s license and good driving record, required

Software:

• Proficient in the use of Microsoft Word, Excel, Outlook, required

• Proficient in the use of the internet, required

Language:

• Bilingual in English / Spanish preferred

Other Knowledge, Skills & Abilities:

• Ability to manage effectively with or without subordinates

• Knowledge, skills, and abilities necessary to perform the job function with little to no supervision, while remaining acutely aware of timelines, meeting deadlines, and performance measures
• Ability to acquire a working knowledge of applicable rules and regulations and the ability to provide technical assistance
• Excellent written and verbal communication skills, strong analytical skills, ability to work independently, and effective interpersonal skills
• Ability to quickly learn new software applications
• Detail-oriented with close attention to program compliance requirements, record keeping guidelines, and file closeout expectations
• Strong customer service skills and knowledge of customer service best practices

Ability to maintain the confidentiality of program information