Case Manager

IEM is looking to add Full Time – Case Managers to our growing team! An IEM Case Manager is responsible for being the primary applicant contact and the reviewer of program applications for quality, comprehensiveness. The role documents and communicates with applicants as needed to process their file and provide timely updates. They will maintain a complete understanding of all applicable program policies, requirements, procedures and review all cases within the guidelines established. The Case Manager may also assist with program promotion, outreach and applicant intake in locations within the state of California.

Primary Location: 

• Live within the state of California. 
• Work in personal office and travel as needed for outreach events and on-site applicant assistance. 

Travel Requirements:

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

Essential Functions:

• Support and assist homeowners throughout the disaster relief program, from intake to closeout, in a professional, customer-centered manner as a representative of the State of California and IEM.
• Conduct timely in-person or phone meetings with homeowners to obtain documentation, determine program eligibility, or provide program updates.
• Verify all submitted information and documentation and perform initial eligibility reviews.
• Carry out intake visits and mobile outreach as scheduled.
• Provide community resources, housing counseling, and assistance information to applicants to ensure comprehensive service delivery.
• Accurately document all applicant interactions and information in the program system of record promptly.
• Submit complete and accurate files for QC review while meeting individual production goals.
• Manage individual workload, productivity, and communications to ensure accurate, efficient, and policy-compliant processing.
• Review records for inconsistencies, investigate and resolve issues using analysis and customer service skills. Communicate, resolve, and escalate problems according to defined standard operating procedures.
• Contribute to team success through effective communication and sound decision-making, and suggest procedural improvements.
• Respond to questions and requests professionally and promptly.
• Perform other duties as assigned.

Minimum Qualifications:

• Education: High school diploma required.
• Experience: Two (2) years of experience in case management or customer service.
• Two (2) years of experience in mortgage loan processing or underwriting of single-family loans, or in analyzing legal and financial documents to determine eligibility for single-family loans.
• Ability to perform job functions with limited supervision while providing excellent customer service.
• Excellent interpersonal, written, and oral communication skills; ability to multitask and work independently.
• Ability to acquire and implement a working knowledge of applicable rules and regulations.

Preferred Qualifications:

• Degree: Associate or bachelor’s Degree from an accredited university.  A combination of education and relevant experience will also be considered
• Reside in San Diego, Monterey, San Benito, Santa Cruz, Tulare, or Tuolumne Counties or on the Hoopa Valley Indian Reservation.
• Intermediate level Microsoft Office skills and ability to quickly learn new software applications.
• Experience with housing or disaster recovery grant programs (CDBG-DR, FEMA, etc.)

Benefits and more:

• Hourly rate based on experience and location: $28.00 - $32.00
• 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 accommodation 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.