Lead Case Manager - Maine Remote

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Position Summary:

IEM is seeking a Full-Time Lead Case Manager to join our team. This role provides leadership, training, and supervision to a team of Case Workers supporting disaster relief projects. The Lead Case Manager ensures that intake and case management activities comply with state and federal laws and regulations. They will maintain a thorough understanding of all applicable program policies, procedures, and requirements, and assist in training case management staff. Additional responsibilities may include supporting monitoring, reporting, specialized advisory services, and applicant consultations, as needed.

Primary Location:

• Live anywhere within the state of Maine.
• Work in home/personal office environment or in the field when required.

Travel Requirements:

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

Essential Functions:

• Ensure the Case Worker team completes daily tasks on time and in compliance with all program policies and client requirements.
• Provide professional, customer-centered support to applicants throughout the disaster relief program, from intake to closeout, as a representative of the State of Maine and IEM.
• Conduct timely phone and virtual meetings with homeowners to collect documentation, determine eligibility, and provide program updates.
• Verify submitted documentation and perform initial eligibility reviews.
• Supervise and train Case Worker staff, offering high-quality support, leadership, and guidance.
• Ensure Case Workers have the necessary tools, resources, policies, procedures, equipment, and supplies to perform effectively.
• Establish and manage production goals for the Case Worker team, tracking daily progress to ensure targets are met.
• Monitor Case Worker activities-including case management, intake, and outreach-to maintain high levels of customer service.
• Maintain detailed knowledge of recovery program policies and requirements.
• Sample and audit files to ensure accurate processing, applicant eligibility, and compliance with program guidelines.
• Track key program metrics from intake through quality control to ensure workflow accuracy and efficiency.
• Collaborate with other program teams to resolve applicant and stakeholder issues, problems, and complaints.
• Actively participate in relevant meetings, including those focused on case management, QA/QC, system development, staffing, planning, and program progress.

Minimum Qualifications:

• Experience: Six (6) years of experience in case management and/or customer service within housing, community development, or government-funded programs.
• Five (5) years of experience managing teams of five or more people.
• Five (5) years of experience in eligibility determination and managing intake activities.
• Degree: Bachelor's Degree from an accredited university.
• Degree and Experience Substitution: An equivalent combination of education, experience, and training that demonstrates the required knowledge, skills, and abilities to effectively perform the duties of this position may be considered.
• Intermediate proficiency in Microsoft Office and the ability to quickly learn new software applications.
• Demonstrated leadership and managerial competencies, including integrity, accountability, strong communication skills, and a commitment to teamwork and excellence.

Preferred Qualifications:

• Experience with federally funded housing or disaster relief programs such as USDA, CDBG/CDBG-DR, FEMA IA, Treasury ARPA, and CARES Act grants.
• Knowledge of ME Department of Agriculture, Conservation and Forestry programs.

Additional Information:

• Personal Office / At Home Locations: All personal office / in-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 purpose of maintaining the Internet connection, if needed.

Benefits and more:

• Hourly rate based on experience and location: $36.00 - $41.00
• 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 IEMhumanresources@iem.com with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.