Case Manager Lead

IEM•Jasmine Estates, FL

10h•$29 - $32•Hybrid

About The Position

IEM is seeking a Full-Time Lead Case Manager responsible for reviewing program applications for accuracy, completeness, and compliance while serving as a day-to-day resource for a team of Case Managers. This role performs all core case management functions, including application review, case documentation, applicant communication, and compliance monitoring, while providing guidance on program requirements, policies, procedures, and routine case-processing activities. Reporting to the Case Management Manager, the Lead Case Manager supports operational consistency, assists with issue resolution and knowledge sharing, and helps ensure accurate, efficient, and policy-compliant program delivery. The ideal candidate is analytical, detail-oriented, customer-focused, and possesses a strong understanding of grant-funded program operations, regulatory requirements, and case management best practices.

Requirements

Associate’s Degree or higher from an accredited university within a field relevant to this role.
Two - Four (2-4) years of experience providing customer service and/or clerical work.
An equivalent combination of education and relevant experience may be considered in lieu of a degree.
Demonstrated ability to perform job functions with limited supervision while providing excellent customer service.
Strong problem-solving, organizational, and analytical skills.
Excellent interpersonal, written, and oral communication skills with the ability to effectively support peers and applicants.
Intermediate to advanced Microsoft Office skills and the ability to quickly learn new software applications.
Ability to acquire, interpret, and apply applicable rules, regulations, policies, and procedures.
Ability to provide guidance and direction to team members without direct supervisory authority.

Nice To Haves

Experience with housing grant programs – particularly CDBG-DR
Two (2) years of housing experience – particularly experience with disaster recovery initiatives or other similar grant programs.

Responsibilities

Serve as a day-to-day resource for Case Managers by answering routine questions, providing guidance on processing activities, and promoting consistent application of program policies and procedures.
Maintain advanced working knowledge of program requirements, departmental process flows, standard operating procedures, and eligibility guidelines.
Assist in resolving routine case issues, identifying appropriate escalation paths, and coordinating with management when needed.
Manage individual workload, productivity, and communications to ensure accurate, efficient, and policy-compliant case processing.
Review applications and supporting documentation for accuracy, completeness, and eligibility in accordance with program policies and procedures.
Investigate discrepancies, identify issues, and resolve cases using sound analysis, customer service skills, and established escalation protocols.
Accurately document case activity, maintain complete case files, and ensure records are audit-ready and compliant with federal, state, and program requirements.
Track case progress, update case management systems, and support reporting requirements as assigned.
Monitor trends in case processing, identify recurring questions or issues, and communicate observations and recommendations to management to support operational consistency and continuous improvement.
Assist with onboarding support, peer mentoring, and knowledge transfer activities for new Case Managers, as directed.
Communicate professionally and empathetically with applicants, responding to inquiries and requests in a timely manner and providing guidance throughout the application process.
Collaborate with internal teams to support operational objectives and program delivery.
Exercise sound judgment, discretion, and confidentiality when handling sensitive applicant information.
Perform other duties as assigned.