Job Description

The Team Lead is responsible for ensuring applicants receive timely and professional updates regarding their program application status. This role requires frequent and clear communication with customers, a thorough understanding of program eligibility criteria, and the ability to explain program requirements and processes from start to finish. The role maintains accurate records of all interactions in designated systems and collaborate closely with case management and leadership teams to resolve application issues.

This position is required to be in office in one of the intake centers in order to collaborate directly with case management and leadership regarding program applications.

Job Duties

• Ensures program customers are continuously updated regarding the status of the program application
• Provides frequent, diligent, and professional communication
• Obtains a working knowledge of customer needs and program eligibility criteria
• Understands program requirements and other key objectives
• Understand program processes from start to finish and communicates those processes clearly to applicants
• Records all communications in the designated program systems of record
• Other duties as required

Supervisory Responsibilities:

• Leads a team of Case Managers

Qualifications, Knowledge, Skills and Abilities

Education:

• High School Diploma or GED, required
  
  

Experience:

• Three or more years’ experience providing customer service and or clerical work, required

• Strong conflict resolution and de-escalation skills, required
• Some management experience: CDBG-DR Housing Program or other case management experience, preferred

License/Certifications:

• N/A

Software:

• Proficiency in Microsoft Word, Excel, Outlook, required

• Proficient in the use of the internet, required

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Detail-oriented with close attention to program compliance requirements, record keeping guidelines, and file closeout expectations
• Must be able to travel around the designated county area
• Ability to perform some evening or weekend work as required
• Ability to learn and apply the requirements, policies, and procedures of the disaster housing program quickly
• Ability to work successfully in a diverse population
• Highly organized
• Ability to thrive in a fast-paced work environment
• Strong customer service skills and knowledge of customer service best practices