Case Manager - THRP

ADP; Houston (TX); On-site; USD 52,000 - 60,000; Full time

Job summary

MPACT Strategic Consulting, LLC is seeking a Case Manager to support a temporary housing repair program in the City of St. Louis, Missouri.

The CSR acts as the primary contact for residents, guiding them through the repair process and ensuring accurate information and timely responses. You will maintain case records, coordinate inspections and contractor visits, and communicate milestones and delays to applicants.

Qualifications

• High school diploma or equivalent required; additional education in social services or public administration preferred.
• 1–3 years of customer service experience in call center, public assistance, housing services, or emergency/disaster recovery.
• Strong communication, organization, and empathy skills. Able to handle sensitive situations with confidentiality.
• Proficiency with computers, databases, and Microsoft Office.

Responsibilities

• Serve as the first point of contact for program applicants about construction process, inspections, permitting, warranty, and related matters.
• Explain program eligibility, required documentation, timelines, and next steps clearly.
• Maintain accurate case records and track progress of repairs with field teams.
• Coordinate inspections, contractor visits, and follow-up appointments with homeowners or occupants.

Skills

Strong communication skills

Excellent organizational skills

Empathy and confidentiality

Education

High school diploma or equivalent

Additional education in social services, public administration, or related fields preferred

Tools

Microsoft Office

Databases

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Houston, TX, US

30+ days ago Requisition ID: 1052

Salary Range: $52,000.00 To $60,000.00 Annually

Case Manager – Temporary Housing Repair Program

Location: St. Louis MO

MPACT Strategic Consulting, LLC (MPACT) is seeking Customer Service Representatives (CSR) to support a temporary housing repair program in the City of St. Louis, Missouri. The CSR serves as the primary point of contact for residents participating in the housing program and will assist residents through the construction process as homes are being repaired so that residents can shelter in place. This role supports applicants through each step of the housing repair process, providing accurate information, resolving issues, and coordinating with internal teams to ensure efficient delivery of services.

Key Responsibilities

Customer Support & Communication

• Serve as the first point of contact for program applicants as it relates to the construction process, inspections, permitting, warranty, and other related construction matters.
• Explain program eligibility, required documentation, timelines, and next steps in a clear and empathetic manner.
• Respond promptly to inquiries, concerns, and requests for status updates.
• Provide residents with guidance on temporary housing repair processes, contractor visits, safety requirements, and expected outcomes.

Case Management & Documentation

• Maintain accurate and detailed case records in the program’s database or case-management system.
• Track progress of repairs and coordinate with inspection, construction, and logistics teams.
• Escalate complex cases or safety-related concerns to supervisors or appropriate program partners.

Program Coordination

• Support scheduling of inspections, contractor visits, and follow-up appointments with homeowners or occupants.
• Work closely with field staff, case managers, and program administrators to ensure timely service delivery.
• Provide routine updates to applicants regarding milestones, delays, or changes in program requirements.
• Assist in preparing weekly or monthly reports on applicant interactions and case status.

Qualifications

Required

• High school diploma or equivalent; additional education in social services, public administration, or related fields preferred.
• 1–3 years of customer service experience (call center, public assistance programs, housing services, emergency/disaster recovery, or similar environments).
• Strong communication skills with the ability to explain complex processes in simple terms.
• Excellent organizational skills and attention to detail.
• Proficiency with computers, databases, and Microsoft Office
• Ability to handle sensitive situations with empathy, professionalism, and confidentiality.

Preferred

• Experience working with housing programs, construction/repair programs, FEMA/state disaster programs, or community outreach initiatives.