Program Manager, Case Management

Center for NYC Neighborhoods•New York, NY

9h•$70,000 - $88,000•Hybrid

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.