Disaster Recovery - Senior Case Manager - Reservist On-Call (Remote Indiana)

About this role

ICF's Disaster Management Division is seeking a Senior Case Manager to join our U.S.-wide Reservist (On Call) cadre. Preference will be given to current residents of the State of Indiana.  This position supervises Case Management Specialist support staff, and will require deployment to client offices and disaster-affected locations with minimal notice.  Work schedules and assignment lengths will vary based on project needs, and activated employees may be required to work extended hours, evenings, weekends, and holidays. 

About Reservist On-Call Employment with ICF : Due to the seasonal or project-specific nature of our disaster and emergency management work, ICF hires professionals as Reservist On-Call employees. On-Call employees are scheduled as work becomes available and may accept or decline assignments. They may work on concurrent projects outside their ICF assignment, provided there is no conflict of interest. 

In this role, you will lead day-to-day case management operations, provide technical direction, monitor quality and productivity, coach staff, and coordinate with project leadership and government partners to support timely, accurate, survivor-centered service delivery. 

Key Responsibilities  •    Supervise, coach, and Case Management Specialists and other assigned support personnel; establish priorities, assign work, and promote consistent service delivery.  •    Oversee case management activities involving housing assistance, Other Needs Assistance, and other direct services available through FEMA Individual Assistance programs and CDBG-DR programs. •    Review casework, documentation, reports, and system entries for completeness, accuracy, timeliness, and compliance with applicable program guidance.  •    Monitor workload, quality, productivity, and key performance metrics; identify trends and implement corrective actions or process improvements when needed.  •    Provide training, technical assistance, feedback, and job coaching to staff; reinforce documentation, customer service, confidentiality, and escalation standards.  •    Address complex operational, policy, and programmatic issues and coordinate resolution with project leadership, clients, stakeholders, and partner agencies.  •    Support eligibility determinations and ensure consistent application of program requirements for survivors in presidentially declared disaster areas.  •    Maintain clear communication with management regarding progress, staffing needs, risks, issues, and resolutions.  •    Promote superior customer service by listening, facilitating, de-escalating concerns, and helping staff respond appropriately to survivors experiencing difficult circumstances.  •    Coordinate with federal, state, local, tribal, and territorial partners, as well as nonprofit and community organizations, to resolve concerns and support recovery operations.  •    Maintain and track cases and team activities in required project management information systems; prepare accurate operational reports and status updates.  •    Optimize procedures, maintain team focus, and adapt staffing and work plans to continually changing deadlines, priorities, and disaster conditions.  •    Travel by flight and vehicle to client, recovery, and ICF sites as required and requested by ICF management. 

Please provide a clear, updated resume aligned with the qualifications, skills, and experience required below. 

Must-Have Qualifications   •    3+ years of experience leading, supervising, or providing day-to-day direction to case management, survivor assistance, disaster operations, or related teams.  •    Ability and willingness to travel by flight and vehicle for project work with minimal notice, including deployment to disaster-affected areas and extended assignments.  •    Ability and willingness to work extended hours, evenings, weekends, and holidays when activated, based on operational needs.  •    Valid U.S. driver’s license and ability to successfully pass a Motor Vehicle Records (MVR) check. 

Professional Skills and Experience (you will bring these with you) •    Strong proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams, and the ability to learn and use multiple case-management or database systems.  •    High attention to detail and accuracy in documentation, case review, reporting, and on-time completion of assigned work.  •    Strong organizational and workload-management skills, with the ability to plan, prioritize, and manage multiple tasks independently and collaboratively.  •    Strong written, verbal, interpersonal, facilitation, and presentation skills, including the ability to communicate technical requirements clearly.  •    Excellent critical-thinking, problem-solving, and decision-making skills, with sound judgment and initiative in fast-changing environments.  •    Ability to lead calmly and professionally under continually changing deadlines, priorities, and disaster operating conditions.  •    Ability to listen, facilitate, negotiate, and de-escalate concerns while maintaining appropriate boundaries and confidentiality.  •    Awareness and appreciation of survivor circumstances, socioeconomic backgrounds, access and functional needs, and community dynamics. 

Preferred Skills and Experience (may set candidates apart) •    Bachelor's degree in emergency management, disaster management, public administration, social services, business, or a related field.  •    Demonstrated knowledge of FEMA Individual Assistance and CDBG-DR policies, eligibility requirements, application processes, case documentation, and survivor support practices.  •    Experience supervising staff during recent, active FEMA Individual Assistance disaster operations.  •    Experience addressing strategic disaster recovery issues involving complex political, operational, or programmatic elements.  •    Experience interpreting and applying FEMA Individual Assistance policy and guidance under current laws and

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