Lead Case Manager - North Carolina Disaster Management

ICF seeks a Case Manager Lead to support and promote recovery through Community Development Block Grant Disaster Recovery (CDBG-DR) programs for Hurricane Helene-impacted counties in Western North Carolina. As a Case Manager Lead, you will work closely with other members of the Case Management Team, Project Team and the Program Manager; clearly communicate case management production, and provide guidance and oversight of case managers.

To be considered for these opportunities, you must reside in one of the following areas: Buncombe County, Henderson County, Haywood County, Madison County, McDowell County, Mitchell County, Rutherford County, Watauga County, and Burke County.

Compensation: While the range below is broader, this position will offer a salary range in the mid to upper 70s, as determined by the hiring team.  Higher education and experience will not change this salary range. 

This position is full-time, benefit-eligible, and on-site and requires, but is not limited to, the following responsibilities:  

Key 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.    

Minimum Qualifications:   

• 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.  

Preferred Skills/ Experience/ 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 socio-economic and culturally diverse 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.     

This job is a Section 3 eligible job opportunity. We encourage applications from individuals that are low income and/or living in Public Housing.

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