Job Description

IEM is looking for Full Time – Manager of Case Management to join our team. The Manager of Case Management is responsible for providing leadership, training and supervision for Case Management team and Intake Specialists who support disaster recovery housing projects. The manager is responsible for ensuring intake and case management activities are compliant with state and federal laws and regulations. They will maintain a complete understanding of all applicable program policies, requirements, and procedures and assist with training case management/intake staff. The manager will also support monitoring, reporting, specialized advisory services and applicant consultation services, as applicable.

The essential functions listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

Primary Location:

• Live within the state of California.
• Work will take place at home / personal office space with occasional work in the field expected.

Travel Requirements:

• This position may require travel within California to complete work assignments or attend meetings.

Essential Functions:

• Assure the day-to-day activities and the required tasks of the Case Management teams are being completed on time and in compliance with all program policies and client needs.
• Oversee training and supervise the Case Management staff, providing high quality support, leadership and guidance.
• Ensure that Case Managers have the tools and resources needed to effectively perform their jobs, including appropriate policies and procedures, equipment and supplies.
• Develop and/or update Standard Operating Procedures (SOPs), job aids and other program documentation.
• Coordinate efforts with local housing counseling agencies, title report agencies and mobile notary services.
• Establish production goals for the team and track, monitor, and manage daily progress to reach those goals.
• Track, monitor and oversee Case Management activities (case management, intake and outreach) to assure high levels of customer service.
• Maintain a detailed level of knowledge of recovery program policies and requirements.
• Sample and audit files to ensure accurate Case Manager processing, applicant eligibility and file compliance with program guidelines and priorities.
• Monitor and track key program metrics from Intake through the Quality Control stage to ensure accurate workflow and efficiencies.
• Resolve issues, problems and complaints from homeowners and stakeholders in collaboration with other program teams.
• Actively participate in all relevant Case Management, QA/QC, system development, planning, staffing, progress status and program meetings.

Minimum Qualifications:

• Degree: Bachelor’s degree from an accredited university.
• Experience: Six (6) years of experience providing case management and/or housing counseling for housing, community development, or government funded programs.
• Experience and Degree Substitution: An equivalent combination of experience and training that demonstrates the required knowledge, skills, and abilities necessary to effectively perform the duties and functions of this position may be considered in lieu of a degree.
• Five (5) years of experience managing teams of 10 or more people.
• Five (5) years of eligibility determination experience and experience working in or managing intake centers.
• Intermediate level Microsoft Office skills and ability to quickly learn new software applications.
• Demonstrated strong leadership and managerial competencies, including integrity, accountability, multi-tasking, communication skills and commitment to teamwork and excellence in responsibilities.
• An equivalent combination of education, experience, and training that demonstrates the required knowledge, skills, and abilities necessary to effectively perform the duties and functions of this position may be considered.

Preferred Qualifications:

• Knowledge of federally funded, housing grant programs such as CDBG/CDBG-DR, FEMA HMGP, Treasury ARPA, and CARES Act grants.
• Knowledge of the Uniform Relocation Act and associated activities for housing program delivery.
• Knowledge of mortgage terminology, escrow processes and title verification procedures.

Benefits and more:

• Annual Salary based on experience and location $120,000 - $130,000
• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Additional Information: 

• Personal Office / At Home Locations: All personal office / at-home work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purpose of maintaining the Internet connection, if needed.

Equal Employment Opportunity. All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual's race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law.

Reasonable Accommodation. IEM is committed to providing reasonable workplace accommodation for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email IEMhumanresources@iem.com with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.