Disaster Case Manager Lead - Government Services

HORNE is a professional services firm founded on a cornerstone of public accounting. As a top 25 business advisory firm, our team members serve clients from offices and project locations across the nation and Puerto Rico. Our Government Services practice is at the forefront of economic recovery programs nationwide with one of the most experienced and innovative teams anywhere. Our team provides program and project management, compliance, grant management, subject matter expertise and disaster recovery solutions needed to help government agencies affect positive change.

As a Disaster Case Manager Lead in Western North Carolina, you will be responsible for overseeing a team of case managers to ensure quality, consistency, and efficiency in application processing. This role includes monitoring performance against daily and weekly goals, identifying training needs, providing real-time coaching, and communicating key challenges and barriers to senior leadership.

This position is primarily based in Marion, Boone and Marshall County. However, please note that the location may change based on business needs or project requirements.

Essential Functions:

• Provide day-to-day oversight and support to case managers
• Monitor team performance and ensure team members are meeting individual and collective goals
• Identify training gaps and performance issues; create targeted plans to address and improve outcomes
• Analyze trends and data to determine root causes when goals are not met and implement adjustments accordingly
• Ensure team members understand and apply program policies and guidelines correctly
• Coach staff on best practices for working with program applicants, gathering complete applicant documentation, and processing applications efficiently
• Participate in quality control checks and case audits to ensure compliance and consistency
• Handle escalated applicant issues or complaints with professionalism and a problem-solving mindset
• Maintain strong communication with program managers and senior leadership regarding team performance, common applicant challenges, and system barriers
• Communicate updates, policy changes, and procedural guidance to the team
• Support team scheduling, coverage planning, and resource allocation
• Provide back up support during high-volume periods, including direct applicant assistance as needed
• Interpret and apply program guidelines and policies accurately in case decision making
• Be flexible and available to work weekends and extended hours as needed to meet program demands

Qualifications:

• 3 + Years’ experience in case management or similar high-volume client service roles
• 1+ years in a supervisor, lead, or team monitor role
• Flexible availability, including weekends and evenings
• Demonstrated ability to manage and de-escalate challenging situations
• Strong leadership and team-building skills
• Skilled in performance and monitoring and coaching for results
• Effective communicator across all levels of staff and leadership
• Able to problem-solve and make decisions in a dynamic, fast-changing environment
• Proficient in Microsoft Office, case management systems, and data tracking tools
• Bilingual (Spanish/English) a plus
• Valid driver’s license and reliable transportation required
• CDBG-DR Housing Program experience a plus
• Associates or Bachelor’s Degree a plus
• Valid driver’s license and reliable transportation required

Work Environment

• Position is based on site in HORNE office

Physical Demands

• Must be able to operate a motor vehicle

Flexibility: Candidates must be willing to work occasional weekends, attend off-site meetings, etc. as required.

Travel: occasional travel to meet organizational and client needs.

HORNE Values…

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.
• A work environment that promotes collaboration, consistency, and community service to empower people.
• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.

HORNE Offers…

• An unrivaled distinctive, special culture that values collaboration, innovation, and positive energy which HORNE calls “Deliver with Care.”
• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.
• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.

The firm you’ll be joining is a decidedly different business advisory firm. HORNE goes beyond traditional accounting to collaborate, advise, and align with clients to transform rapid change and uncertainties into opportunities for growth and profitability.

We are a team that focuses on reaching our full potential, rewards high performance, and prioritizes leadership development for every team member. HORNE emphasizes health and personal development through our multiple wellness programs. Despite our size, HORNE takes time to recognize, support, and celebrate one another's successes, working together for the highest good. Come join us at team HORNE!

HORNE does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. HORNE will not be responsible for any agency fees associated with unsolicited resumes.