Case Management Oversight Manager

IEM is seeking a Full-Time Case Management Oversight Manager to join our dynamic team! The Case Management Oversight Manager will   guide homeowners through all phases of the CDBG-DR program, from intake to closeout. This role ensures a smooth and efficient experience by managing case activities with minimal supervision. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced, deadline-driven environment.

 

Primary Location:

• Live within a commutable distance to the Tampa Bay Region in Florida. The Tampa Bay Region includes Hillsborough, Sarasota, Manatee, Pinellas, Hernando, and Pasco Counties).
• Hybrid work schedule: combination of in-office collaboration and remote work from a home office.

Travel Requirements:

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

Essential Functions:

• Lead and support the delivery of responsive, compassionate housing case management services.
• Assist the Program Manager with daily operations and program management responsibilities.
• Oversee daily activities related to operations, training, communications, scheduling, deliverables, staffing, and risk management for the case management team.
• Support program activities including application processing, monitoring, tracking, and reporting.
• Guide homeowners through all phases of the program, from intake to closeout.
• Ensure timely and accurate responses to applicant inquiries.
• Provide oversight to case managers assisting families with applications, documentation, and eligibility determinations.
• Communicate program policy updates to homeowners as needed.
• Manage site-level file updates to meet program delivery goals.
• Identify and escalate issues to Program Management when necessary.
• Protect and maintain the confidentiality of non-public information.
• Maintain a thorough understanding of all program policies, requirements, and procedures, and ensure case reviews align with established guidelines.

Minimum Qualifications:

• Education: Bachelor’s or associate degree from an accredited university.
• Experience: Minimum of five (5) years in customer service or a role involving extensive public contact, preferably within CDBG-DR or other federally funded grant programs.
• Demonstrated ability to work independently with limited supervision while delivering excellent customer service.
• Proven success working with socio-economically diverse populations.
• Strong interpersonal, written, and verbal communication skills; ability to multitask and manage responsibilities independently.
• Solid understanding of customer service principles and best practices.
• Proficiency in Microsoft Office applications.
• Ability to learn and apply relevant rules, regulations, and program guidelines.
• Experience/Degree Substitution: In lieu of a degree, eight (8) years of relevant experience in customer service or public-facing roles—particularly within CDBG-DR or similar federally funded programs—may be considered.

Additional Information:  

• Office Locations: Often, these offices are either owned by the client we work with or by IEM. All candidates are expected to follow any rules and regulations of the office in which they are required to work for that project.

Benefits and more:

• Annual salary based on experience and location: $75,000 - $90,000
• 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, cre