Case Manager, THRP

MPACT Strategic Consulting LLC•Houston, TX

11d•$52,000 - $60,000•Hybrid

About The Position

MPACT Strategic Consulting, LLC (MPACT) is seeking Hybrid Case Managers to support a housing program in the City of St. Louis, Missouri. Case Managers will serve as the primary point of contact for residents participating in the program who were impacted by the May 2025 tornadoes/severe storms. Case Managers will guide residents through each stage of the program, beginning with the applicant eligibility process and continuing through the housing repair and construction process for those determined eligible in accordance with program guidelines. This role is responsible for providing accurate and timely information, assisting applicants with required documentation, addressing and resolving issues, coordinating with internal teams and external partners, and ensuring the efficient and effective delivery of services throughout the program.

Requirements

High school diploma or equivalent required
One to three years of experience in customer service, case management, or a related field, preferably in call center operations, public assistance programs, housing services, emergency management, disaster recovery, or similar environments.
Strong verbal and written communication skills, with the ability to explain complex processes, requirements, and procedures in clear and accessible terms.
Excellent organizational and time-management skills, with strong attention to detail and the ability to manage multiple cases and priorities effectively.
Proficiency with computers, databases, case management systems, and Microsoft Office applications.
Ability to handle sensitive and potentially challenging situations with empathy, professionalism, discretion, and confidentiality.

Nice To Haves

Additional education or coursework in social services, public administration, housing, or a related field is preferred.
Experience working with housing programs, construction/repair programs, FEMA/state disaster programs, or community outreach initiatives.
Bilingual or multilingual capabilities (e.g., Spanish, Vietnamese, Creole, etc.).

Responsibilities

Serve as the primary point of contact for program applicants regarding program eligibility, required documentation, construction processes, inspections, permitting, rental assistance, warranties, and other housing repair and construction-related matters.
Clearly and empathetically explain program eligibility requirements, required documentation, key timelines, program processes, and next steps to applicants.
Respond promptly and professionally to applicant inquiries, concerns, and requests for status updates, ensuring timely follow-up and resolution.
Provide residents with guidance and support throughout temporary housing and home repair processes, including contractor visits, safety requirements, project expectations, and anticipated outcomes.
Verify applicant eligibility for the City’s housing repair program in accordance with established program guidelines, policies, and procedures.
Maintain accurate, complete, and up-to-date case records in the program’s database or case management system, ensuring all required documentation is properly recorded.
Monitor and track the progress of housing repairs and coordinate with inspection, construction, logistics, and other internal teams to support timely project completion.
Identify and escalate complex cases, unresolved issues, or safety-related concerns to supervisors and appropriate program partners for timely review and resolution.
Coordinate and support the scheduling of inspections, contractor visits, follow-up appointments, and other program-related activities with homeowners and occupants.
Collaborate closely with field staff, contractors, inspectors, and internal teams to facilitate timely and effective delivery of services.
Provide applicants with timely and accurate updates regarding project milestones, anticipated delays, changes in program requirements, and other relevant case developments.
Assist with the preparation of weekly and monthly reports documenting applicant interactions, case activity, project milestones, and overall case status.