CDBG-DR Case Manager

About the role

IEM is seeking a Full‑Time CDBG‑DR Case Manager to review applications for quality and completeness, document findings, and communicate with applicants. The role involves maintaining expertise in program policies, promoting the program, initiating applicant intake in Pasco, Polk, Hillsboro, and Hernando counties, supporting day‑to‑day project management activities, and providing program information and application assistance as needed.

Responsibilities

• Review applications for quality, comprehensiveness, and proper documentation.
• Maintain a complete understanding of all applicable program policies, requirements, and procedures.
• Assist with program promotion and initiate applicant intake in Pasco County and the surrounding Polk, Hillsboro, and Hernando counties.
• Support day‑to‑day project management activities, including monitoring, reporting, specialized advisory services, and applicant consultation.
• Provide potential applicants with program information and help them complete program applications.
• Closely coordinate with applicants to ensure exceptional customer service throughout their program journey.
• Manage individual workload, productivity, and communications to 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 using analysis and customer service skills.
• Log support issues, communicate, resolve, and escalate according to defined standard operating procedures.
• Contribute to team success with effective, empathetic communication, sound decision‑making, and suggestions for procedural improvements.
• Respond to questions and requests professionally and in a timely manner.
• Perform other duties as assigned.

Requirements

• Associate degree or higher from an accredited university in a related field such as business, project management, or hospitality.
• Two (2) years of experience providing customer service and/or clerical work.
• Degree and experience substitution: a combination of education and relevant experience will 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 communication 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 disaster recovery initiatives or similar grant programs.
• Experience with Housing and/or Economic Recovery Programs.

Pay

Hourly rate based on location and experience: $22.59 – $26.44 per hour.

Benefits

• 10 paid holidays
• Vacation pay
• Sick pay
• 401(k) plan with matching
• Company‑paid short‑term and long‑term disability (STD/LTD)

Work Location & Requirements

Primary location: live within commutable distance to Pasco County, Florida; work from a personal office/at‑home location. Personal office/at‑home work environments require minimum Internet speeds of 25 Mbps upload and 3 Mbps download, with a ping rate of 100 ms or less during working hours, and you must have account privileges and access to your Internet service provider account to maintain the connection if needed.