Case Manager, THRP

MPACT Strategic Consulting LLC; Houston (TX); Hybrid; USD 52,000 - 60,000; Full time

Job summary

MPACT Strategic Consulting, LLC (MPACT) is seeking Hybrid Case Managers to support a housing program in the City of St. Louis, Missouri.

Case Managers will serve as the primary point of contact for residents participating in the program who were impacted by the May 2025 tornadoes/severe storms. Case Managers will guide residents through each stage of the program, beginning with the applicant eligibility process and continuing through the housing repair and construction process for those

Qualifications

• High school diploma or equivalent required; related coursework preferred.
• 1–3 years in customer service or case management.
• Strong verbal and written communication skills.
• Excellent organizational and time-management skills.
• Proficiency with databases and MS Office.
• Ability to handle sensitive situations with professionalism.
• Experience with housing programs or disaster recovery is a plus.

Responsibilities

• Serve as primary point of contact for program applicants regarding eligibility and documentation.
• Guide residents through eligibility, repairs, inspections, and construction processes.
• Coordinate with internal teams and external partners to ensure timely service delivery.
• Verify eligibility and maintain accurate case records.
• Monitor progress of repairs and coordinate with inspectors, contractors, and staff.
• Provide timely updates on milestones, delays, and changes in requirements.
• Assist with weekly/monthly reports documenting interactions and progress.

Skills

Customer service

Case management

Communication

Microsoft Office

Education

High school diploma or equivalent

Coursework in social services/public administration/housing

Tools

Case management software

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.

Case Manager, THRP

Houston, TX, US

2 days ago Requisition ID: 1055

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

Hybrid - Houston, TX

Position Summary:

MPACT Strategic Consulting, LLC (MPACT) is seeking Hybrid Case Managers to support a housing program in the City of St. Louis, Missouri. Case Managers will serve as the primary point of contact for residents participating in the program who were impacted by the May 2025 tornadoes/severe storms.

Case Managers will guide residents through each stage of the program, beginning with the applicant eligibility process and continuing through the housing repair and construction process for those determined eligible in accordance with program guidelines. This role is responsible for providing accurate and timely information, assisting applicants with required documentation, addressing and resolving issues, coordinating with internal teams and external partners, and ensuring the efficient and effective delivery of services throughout the program.

Key Responsibilities:

Customer Support & Communication

• Serve as the primary point of contact for program applicants regarding program eligibility, required documentation, construction processes, inspections, permitting, rental assistance, warranties, and other housing repair and construction-related matters.
• Clearly and empathetically explain program eligibility requirements, required documentation, key timelines, program processes, and next steps to applicants.
• Respond promptly and professionally to applicant inquiries, concerns, and requests for status updates, ensuring timely follow-up and resolution.
• Provide residents with guidance and support throughout temporary housing and home repair processes, including contractor visits, safety requirements, project expectations, and anticipated outcomes.

Case Management & Documentation

• Verify applicant eligibility for the City’s housing repair program in accordance with established program guidelines, policies, and procedures.
• Maintain accurate, complete, and up-to-date case records in the program’s database or case management system, ensuring all required documentation is properly recorded.
• Monitor and track the progress of housing repairs and coordinate with inspection, construction, logistics, and other internal teams to support timely project completion.
• Identify and elevate complex cases, unresolved issues, or safety-related concerns to supervisors and appropriate program partners for timely review and resolution.

Program Coordination

• Coordinate and support the scheduling of inspections, contractor visits, follow-up appointments, and other program-related activities with homeowners and occupants.
• Collaborate closely with field staff, contractors, inspectors, and internal teams to facilitate timely and effective delivery of services.
• Provide applicants with timely and accurate updates regarding project milestones, anticipated delays, changes in program requirements, and other relevant case developments.
• Assist with the preparation of weekly and monthly reports documenting applicant interactions, case activity, project milestones, and overall case status.

Qualifications:

Required

• High school diploma or equivalent required; additional education or coursework in social services, public administration, housing, or a related field is preferred.
• One to three years of experience in customer service, case management, or a related field, preferably in call center operations, public assistance programs, housing services, emergency management, disaster recovery, or similar environments.
• Strong verbal and written communication skills, with the ability to explain complex processes, requirements, and procedures in clear and accessible terms.
• Excellent organizational and time-management skills, with strong attention to detail and the ability to manage multiple cases and priorities effectively.
• Proficiency with computers, databases, case management systems, and Microsoft Office applications.
• Ability to handle sensitive and potentially challenging situations with empathy, professionalism, discretion, and confidentiality.

Preferred

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