Senior Case Manager – Disaster Recovery

This is a fully remote position, open to applicants in United States.

📋 Description

• Become a part of ICF’s nationwide Reservist (On Call) team as a Senior Case Manager.

• Oversee Case Management Specialists and designated support staff; set priorities and delegate tasks.

• Manage daily case management functions and offer technical guidance.

• Supervise housing assistance, Other Needs Assistance, and additional FEMA Individual Assistance and CDBG-DR direct services.

• Evaluate casework, documentation, reports, and system entries for thoroughness, precision, timeliness, and compliance.

• Assess workload, quality, productivity, and performance indicators; implement corrective measures and process enhancements.

• Provide training, technical support, feedback, and coaching to team members.

• Tackle complex operational, policy, and programmatic challenges with project leadership, clients, stakeholders, and partner organizations.

• Assist in determining eligibility for survivors in areas declared as disaster zones by the president.

• Report on progress, staffing requirements, risks, issues, and solutions to management.

• Foster customer service, alleviate concerns, and assist survivors facing challenging situations.

• Collaborate with federal, state, local, tribal, and territorial partners, as well as nonprofits and community groups.

• Monitor cases and team activities using project management information systems; generate operational reports and status updates.

• Adjust staffing and work plans in response to shifting deadlines, priorities, and disaster scenarios.

• Travel by air and ground to client sites, recovery locations, and ICF offices as needed.

⛳️ Requirements

• Over 3 years of experience in leading, supervising, or providing daily direction to case management, survivor assistance, disaster operations, or relevant teams.

• Willingness and ability to travel by air and ground at short notice, including assignments to disaster-impacted areas and extended deployments.

• Readiness to work extended hours, including evenings, weekends, and holidays when activated.

• Valid U.S. driver's license and ability to successfully pass a Motor Vehicle Records (MVR) check.

• Strong expertise in Microsoft Office applications, including Excel, Word, Outlook, and Teams.

• Capability to learn and utilize various case management or database systems.

• High level of attention to detail and accuracy in documentation, case review, reporting, and timely completion of assigned tasks.

• Strong organizational skills and ability to manage workloads efficiently.

• Excellent written, verbal, interpersonal, facilitation, and presentation abilities.

• Exceptional critical-thinking, problem-solving, and decision-making competencies.

• Ability to lead calmly and professionally under shifting deadlines, priorities, and disaster conditions.

• Proficient in listening, facilitating, negotiating, and addressing concerns while upholding boundaries and confidentiality.

• Understanding and respect for survivor circumstances, socioeconomic backgrounds, access and functional needs, and community dynamics.

• Bachelor’s degree in emergency management, disaster management, public administration, social services, business, or a related discipline (preferred).

• Proven knowledge of FEMA Individual Assistance and CDBG-DR policies, eligibility requirements, application processes, case documentation, and survivor support practices (preferred).

• Experience supervising staff during recent active FEMA Individual Assistance disaster operations (preferred).

• Background in addressing strategic disaster recovery challenges involving complex political, operational, or programmatic factors (preferred).

• Familiarity with interpreting and applying FEMA Individual Assistance policy and guidance in accordance with current laws and regulations (preferred).

• Knowledge of analytical and evaluative techniques for grants administration, eligibility, case management, or operational challenges (preferred).

• Experience developing or delivering training, coaching staff, conducting quality assessments, and monitoring team performance metrics (preferred).

• Familiarity with FEMA or state case management systems, grant systems, reporting tools, or applicant assistance technologies (preferred).

• FEMA training or certifications, including ICS, NIMS, NRF, and Individual Assistance coursework (preferred).

🏝️ Benefits

• On-call employees have the option to accept or decline assignments.

• May engage in concurrent projects outside their ICF assignment, as long as there is no conflict of interest.

• Equal opportunity workplace.

• Reasonable accommodations for disabilities, disabled veterans, and sincerely held religious beliefs.

• Confidential support for accommodations.

• Benefits information provided under the Transparency in Coverage Act.