Case Manager Lead

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.

Primary Location: 

• Live within the state of Florida within a commutable distance to Pasco County.
• Preference will be given to candidates located in the Pasco County, Fl area.
• Work is primarily onsite at the client site, with rotation for hybrid or work-from-home arrangements as needed.

Travel Requirements:

• This position may require travel to complete work assignments or attend meetings

Essential Functions:

• 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.

Minimum Qualifications:

• Degree: Associate’s Degree or higher from an accredited university within a field relevant to this role.   
• Experience: Two - Four (2-4) years of experience providing customer service and/or clerical work. 
• Experience and Degree Substitution: 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.

Preferred Qualifications:

• 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.

Additional Information:

• Office Locations: Often, these offices are either owned by the client we work with or by IEM. All candidates are expected to follow any rules and regulations of the office in which they are required to work for that project.
• Personal Office / At Home Locations: All personal office / at home work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purposes of maintaining the Internet connection, if needed.

Benefits and more:

• Rate will be based on experience and location: $29.00 - $32.00 hour
• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Equal Employment Opportunity. All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual's race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law.

Reasonable Accommodation. IEM is committed to providing reasonable workplace accommodations for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email [email protected] with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.