Lead Case Manager
| Company | ICF |
|---|---|
| Location | Charlotte, NC, USA, Asheville, NC, USA |
| Salary | $73722 – $125327 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- High School Diploma
- 5+ years of work experience with case management, public housing, or disaster recovery, related work
- 3+ years in a supervisory or management role
- 3+ years of experience with Microsoft Office (Microsoft Word, Excel and PowerPoint) and Adobe Acrobat.
Responsibilities
- Provide supervision and oversight of case managers to ensure quality and consistency in case management practices.
- Monitor case manager performance and ensure timely delivery of services to disaster-affected individuals and families
- Support the design and delivery of initial and ongoing training for case managers as policies, procedures, and guidance are updated.
- Coordinate with program team members, including QA/QC staff, construction teams, and community partners, to ensure comprehensive support for applicants’ recovery processes
- Assist the Program Manager (PM) with daily operational support.
- Prepare detailed reports on production metrics and outcomes for program evaluation.
- Monitor and report any findings of fraud, waste, and abuse within disaster case management activities.
- Communicate with applicants by phone, email, and in-person to communicate program requirements, case status, and escalations
- Use the system of record to support application intake and process applications for eligibility determination
- Ensure all hard copy and automated files are updated and maintained in strict accordance with established policies and procedures
- Interact with staff from local, state, and federal government agencies
- Provide oversight and support for public outreach events and off-site applicant meetings
- Manage multiple priorities and work limited overtime, as necessary.
- Advise senior leadership and management, as needed.
- Perform other duties as required.
Preferred Qualifications
- Experience working in a consulting firm, development organization, or public agency preferred
- Experience in the field of housing reconstruction or rehabilitation
- Experience delivering training and technical assistance.
- Excellent professional verbal and written communication skills, able to work in a fast-paced environment with flexibility to adapt to changing priorities and deadlines.
- Ability to learn, analyze, and understand complex documents such as tax returns, property deeds, insurance, disaster-related documentation and other program-related documents.
- Demonstrated ability to review documents at a close level of detail and catch subtle differences.
- Skilled in multi-tasking, organizing and prioritizing work in a fast-paced environment.
- Ability to articulate details in a manner understandable to a variety of individuals in person and over the phone.
- Ability to work successfully with socioeconomically and a variety of applicants
- A flexible schedule that can accommodate some evening or weekend work as may be required.
- Experience in disaster recovery and/or housing support services or programs.
- Bilingual in English and Spanish is a plus.