Case Manager – Disaster Recovery Center - Puerto Rico - 10518229

Location: San Juan, Puerto Rico
Date Posted: 03-02-2018
Position Title Case Manager – Disaster Recovery Center
United States of America - Puerto Rico

Puerto Rico
Job Summary
VS&RS is actively seeking a highly talented and motivated Case Manager – Disaster Recovery Center for immediate employment in the Puerto Rico Office.
Case Managers accomplish clients' case management by assessing needs; monitoring and evaluation progress, facilitating interaction with multiple service providers; providing continuity throughout program participation; and ensuring clients are engaged and knowledgeable of program.
The Case Managers are customer-facing roles, as well as positions that will require close coordination with a Customer Service team that will field inbound calls from residents of Puerto Rico. Between two and six case managers will report to a single Case Manager Deputy/Lead. Deputies will report to a single Case Management Supervisor.
The responsibilities of this position include, but are not limited to:
  • Determine clients' eligibility to participate in the program by completing intake interviews, and reviewing records and applications
  • Coordinating services being provided; arranging resources
  • Monitoring cases through to completion; obtaining additional resources; intervening in crises; providing personal support to cases as needed
  • Maintaining clients' records by compiling case notes; logging events and progress using program software
  • Regularly communicating progress by participating in weekly case management reviews
  • Preparing cases for close-out by coordinating program requirements
Enhances department and organization reputation by accepting ownership for work; engages, educates and advocates for the client and the program; seeks ways to improve services and explores opportunities to add value to job accomplishments.
Case managers will work directly with a community that has been devastated by two hurricanes. Consideration, kindness, effective communication and timely work are essential. This role will make a difference in people’s lives and their ability to return to their homes.
Minimum Requirements
  • High School Diploma or GED
  • 2 years’ work experience in customer-facing jobs requiring communications to both internal and external customers and entities (vendors, etc.)
  • Must pass a State and Federal criminal history/security background check
  • Physically able, with or without an accommodation, to work in indoor and outdoor environments; variable outdoor conditions include uneven terrain, heat, moisture, and dust. Position requires frequent keyboard/mouse operations and repetitive or fine hand movements; occasionally operating vehicles, climbing stairs, and lifting less than 25-50 pounds; rarely working with arms above shoulder level, repetitive bending/stooping, standing/walking, and working at heights. Office Case Managers will spend much time in the office, conducting data-entry and engaging in repetitive fine movements (keystrokes, data entry); computer glare/long periods of screen-time; there may be some field work, which could include over-water travel (in boats), walking to/from docks or piers, to residential locations on gravel, or loosely graded roadways; some foot traffic around various types of debris, and wearing associated personal protective equipment (i.e., gloves, safety glasses/goggles, safety shoes/boots, and hard hat)
  • Excellent English language proficiency in both verbal and written communication
  • Must possess and demonstrate professional integrity
  • Must have excellent listening skills and an ability to process and translate customers’ needs identified through intake calls, into individuals management cases for each outward facing customer/resident, with a high attention to detail
  • Must possess strong organizational skills, including the ability to document case details consistently, thoroughly, and quickly using program software
  • Demonstrated ‘people skills,’ including the ability to interact effectively with the general public, contractors, inspectors, and other service-providers in a professional manner
  • Must demonstrate a high attention to customer service in all interactions with public, including maintaining a calm and professional demeanor, and demonstrating the ability to resolve conflict quickly and effectively
Preferred Qualifications
  • Case Management
  • People Skills…ability to adapt style to variety of people; capable of interacting effectively with general public, contractors, inspectors and all service providers
  • 2+ years of work experience in client facing jobs requiring communications to both customers and outside entities (vendors, etc)
  • Strong Documentation Skills…capturing details accurately and coherently
  • Ability to analyze multiple data elements
  • Resolving Conflict…ability to resolve conflict quickly and effectively
  • Connecting with the community
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