Disaster Recovery Case Manager

About the role

The Case Manager serves as the primary contact for a dedicated population of program applicants who require financial assistance. This role maintains a complete understanding of all applicable program policies, requirements, and procedures and reviews all cases within established guidelines. The Case Manager may assist with or lead day‑to‑day case management activities, including processing, monitoring, tracking, and reporting applications, with little or no direct supervision. The position is office‑based and requires travel to several intake centers to collaborate directly with clients, case management, and leadership regarding program applications. Local travel may be required.

Responsibilities

• Provides excellent and consistent customer service and support to applicants, the client, constituents, and program team members.
• Assists applicants with the completion and submission of their program applications, as needed.
• Reviews submitted applications for completeness and ensures that the program has received all documentation and information needed to perform an eligibility review.
• Reviews applicant vulnerability factors and assigns appropriate priority status to their application.
• Conducts an orientation and introductory call to assigned applicants and requests any additional documentation or information needed to make the application complete.
• Ensures program applicants are continuously updated regarding the status of their program application.
• Provides frequent, diligent, and professional communication.
• Obtains a working knowledge of applicant needs and program eligibility criteria.
• Understands program requirements and other key objectives.
• Understands program processes from start to finish and communicates those processes clearly to applicants.
• Gathers applicant documentation and uploads it to the program system of record.
• Records all communications in the program system of record.
• Other duties as required.

Requirements

• High School Diploma or GED (required); Associate degree (preferred).
• Two or more years of experience providing customer service and/or clerical work (required).
• Knowledge of creating tables and graphs in Microsoft Excel (required).
• Experience relevant to the functional area and/or providing specialized advisory service, which may include construction, financial, housing, and/or related industry knowledge (preferred).
• Experience with CDBG housing and/or FEMA hazard mitigation and similar programs/projects (preferred).
• Valid driver’s license and good driving record (required).
• Proficient in Microsoft Word, Excel, Outlook (required).
• Proficient in the use of the internet (required).
• Ability to manage effectively with or without subordinates.
• Ability to perform job functions with little to no supervision while meeting timelines, deadlines, and performance measures.
• Ability to acquire a working knowledge of applicable rules and regulations and provide technical assistance.
• Excellent written and verbal communication skills, strong analytical skills, ability to work independently, and effective interpersonal skills.
• Ability to quickly learn new software applications.
• Detail‑oriented with close attention to program compliance requirements, record‑keeping guidelines, and file closeout expectations.
• Strong customer service skills and knowledge of best practices.
• Ability to maintain the confidentiality of program information.

About the company

At BDO, we build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping each other grow and succeed. We provide assurance, tax, and advisory services to clients across the United States and around the world. As an ESOP company, we offer participants a stake in the firm’s success through beneficial ownership and a comprehensive Total Rewards compensation package.