Program Manager, Case Management
About The Position
The Program Manager of Case Management will play a key role in supporting the performance and management of the case management functions of the Center’s various resiliency programs, including its loan repair programs and its voluntary buyout program. These programs are aimed at providing low- or no-interest loan products to low- to moderate-income homeowners throughout New York seeking to make climate resiliency upgrades or repairs to their home or relocate to safer areas. This position will manage a steady caseload of applications from intake through closing and support the supervision of the day-to-day operations of case management services, ensuring that homeowners receive the support and resources necessary to successfully complete the program. The Program Manager will work closely with the Deputy Director of Case Management, external vendors, and other program staff to deliver effective case management solutions, ensuring seamless coordination and support for program participants. Additionally, the Program Manager will support the development of policies, procedures, and tools to improve the overall effectiveness and efficiency of the case management process. This role is ideal for someone with experience in real estate, title, or legal transactions who is passionate about advancing climate and housing equity. This is a full-time, exempt position. This is a hybrid role intended for candidates within commuting distance from our office.
Requirements
- Bachelor's degree required
- Significant experience and knowledge in case management, disaster recovery, or home resilience programs preferred
- Program management experience, whether in the non-profit, government, or private sector is preferred
- Ability to leverage strengths of staff members, providing coaching, support and constructive criticism to help team members reach their full potential
- Problem-solver with good judgment and sharp analytical skills
- Excellent communication, presentation, and interpersonal skills
- Passionate about promoting affordable homeownership and an equitable New York
- Deep understanding of and commitment to ensuring diversity, equity and inclusion
- Highly organized, results-driven professional skilled at synthesizing progress, successes and challenges as well as recommending approaches and enacting solutions
- Regularly to speak English clearly and hear the spoken word well
- Regularly to physically operate routine office equipment such as telephones, computers, etc
- Regularly to utilize near vision ability to read data and documents, including spreadsheets and reports, in printed form and on computer screen
Nice To Haves
- Knowledge and facility with data management tools and CRM are plusses
- Experience in EXCEL data reporting and Salesforce is a plus
Responsibilities
- Manage a steady caseload of applications from intake through closing
- Travel to, attend and participate in community outreach events throughout New York
- Provide comprehensive case management and follow-up services, including initial eligibility screenings with applicants, gathering demographic, basic household, and property information, and providing referrals to housing counseling, legal services, and/or relocation assistance services
- Communicate effectively with applicants, program staff, and other stakeholders
- Maintain detailed and accurate records of case information and progress in the System of Record (SOR) according to program guidelines
- Escalate high-profile cases to program leaders and cases that do not conform to existing policies and requirements
- Work with the tech team and program stakeholders to test case management systems, identify issues, and recommend and implement solutions
- Provide administrative and operational support to Deputy Directors and others
- Identify and escalate process improvements and training needs
- Support the provision of counseling to tenants of homeowners, liaise with program staff and other stakeholders to provide tenants with information about their rights and help them access benefits owed to them as a result of displacement
- Draft reports, memoranda, and other written work products
- Other duties reasonably related to the position may be required.
Benefits
- We offer a competitive salary and a comprehensive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
