CDBG-DR Case Manager

IEM is looking for a Full Time - CDBG- DR Case Manager who will be responsible for reviewing applications for quality, comprehensiveness, documenting, and communicating with applicants as needed within the functional area. They will maintain a complete understanding of all applicable program policies, requirements, procedures and review all cases within the guidelines established. Assist with program promotion and initiate applicant intake in locations within the Pasco County region as well as Polk, Hillsboro and Hernando counties. Case Managers may also provide support with day-to-day project management activities for case management, which may include monitoring, reporting, specialized advisory services and applicant consultation services, as applicable. In addition, Case Managers will provide potential applicants with program information, help with completing program applications and any other duties as assigned. The best candidate will be ethical, analytical, attentive to detail, with good written and interpersonal communication skills. The program requires strict compliance with federal and state regulations and program policy. 

Primary Location:   

• Live anywhere that meets personal office/at home work requirements in the United States including Puerto Rico.
• Work from a personal office/at home location.
• Preferred candidates will live within Pasco County, FL.

Travel Requirements: 

• None 

Essential Functions: 

• Closely coordinating with applicants and ensuring their program journey is handled with exceptional customer service.
• Manage individual workload, productivity, and communications that enable accurate, efficient and policy compliant processing.
• Understand program needs, policy, departmental process flows and standard operating procedures.
• Review records for inconsistencies, investigate, and resolve issues with analysis and customer service skills. Where problems arise, log support issues, communicate, resolve and escalate according to defined standard operating procedures.
• Contribute to team success with effective, empathetic communication and sound decision making and suggest procedural improvements.
• Respond to questions and requests professionally and in a timely manner.
• Other duties as assigned. 

Minimum Qualifications: 

• Degree: Associate degree or higher from an accredited university in a related field such as business, project management, or hospitality. 
• Experience: Two (2) years of experience providing customer service and/or clerical work.  
• Degree and Experience Substitution: A combination of education and relevant experience will also be considered. 
• Experience assisting applicants through eligibility determination, intake, documentation review, program compliance, and housing assistance processes. 
• Ability to apply mathematical concepts and perform detailed calculations to evaluate claims, determine eligibility, validate costs, and support program compliance requirements.
• Ability to perform the job function with limited supervision, while providing excellent customer service. 
• Excellent interpersonal, written and oral communications skills, ability to multitask and work independently. 
• Intermediate level Microsoft Office skills and the ability to quickly learn new software applications. 
• Ability to acquire and implement a working knowledge of applicable rules and regulations.    

Preferred Qualifications: 

• Experience with housing grant programs - particularly experience with disaster recovery initiatives or other similar grant programs. 
• Experience with Housing and/or Economic Recovery Programs. 

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 purposes of maintaining the Internet connection, if needed.   

Benefits and more: 

• Hourly rate based on location and experience: $22.59 - $26.44 /hour 
• 10 paid Holidays 
• Vacation Pay 
• Sick Pay 
• 401 (K) plan with matching 
• Company paid STD and LTD   

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 accommodations for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email [email protected] with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.