Program Manager, Case Management

JOB TITLE: Program Manager, Case Management

DEPARTMENT: Program Delivery 

REPORTS TO: Deputy Director, Resiliency - Case Management

FLSA: Exempt

SALARY RANGE: $70,000 - 88,000

About the Center

The Center for New York City Neighborhoods, Inc. (the “Center”) is a not-for-profit that promotes and protects affordable homeownership so middle- and working-class families can build strong, thriving communities. We meet the diverse needs of homeowners by offering free, high-quality housing counseling and services, coordinating a network of service providers across the city, and providing free or low-cost loans for homeownership. 

Through its work, the Center supports and expands homeownership across New York by developing programs that focus on underserved communities. We have successfully delivered over $500 million to homeowners in several state-wide interventions, in response to physical, financial, and health crises, working with both the city and state to expand protections for New Yorkers. By helping homeowners individually and systematically, the Center achieves lasting change. To date, the Center, together with its partners, has helped more than 250,000 low- and moderate-income (LMI) families with a median annual income of $46,000 keep their homes and gain financial stability, preserving over $10 billion in neighborhood property value across New York. 

Position Summary 

The Program Manager of Case Management will play a key role in supporting the performance and management of the case management functions of the Center’s various resiliency programs, including its loan repair programs and its voluntary buyout program. These programs are aimed at providing low- or no-interest loan products to  low- to moderate-income homeowners throughout New York seeking to make climate resiliency upgrades or repairs to their home or relocate to safer areas. 

This position will manage a steady caseload of applications from intake through closing and support the supervision of the day-to-day operations of case management services, ensuring that homeowners receive the support and resources necessary to successfully complete the program. The Program Manager will work closely with the Deputy Director of Case Management, external vendors, and other program staff to deliver effective case management solutions, ensuring seamless coordination and support for program participants. Additionally, the Program Manager will support the development of policies, procedures, and tools to improve the overall effectiveness and efficiency of the case management process.

This role is ideal for someone with experience in real estate, title, or legal transactions who is passionate about advancing climate and housing equity. 

This is a full-time, exempt position. This is a hybrid role intended for candidates within commuting distance from our office. 

Essential Functions include, but are not limited to:

• Manage a steady caseload of applications from intake through closing;
• Travel to, attend and participate in community outreach events throughout New York;
• Provide comprehensive case management and follow-up services, including initial eligibility screenings with applicants, gathering demographic, basic household, and property information, and providing referrals to housing counseling, legal services, and/or relocation assistance services;
• Communicate effectively with applicants, program staff, and other stakeholders; 
• Maintain detailed and accurate records of case information and progress in the System of Record (SOR) according to program guidelines;
• Escalate high-profile cases to program leaders and cases that do not conform to existing policies and requirements;
• Work with the tech team and program stakeholders to test case management systems, identify issues, and recommend and implement solutions;
• Provide administrative and operational support to Deputy Directors and others;
• Identify and escalate process improvements and training needs;
• Support the provision of counseling to tenants of homeowners, liaise with program staff and other stakeholders to provide tenants with information about their rights and help them access benefits owed to them as a result of displacement;
• Draft reports, memoranda, and other written work products; and
• Other duties reasonably related to the position may be required.

Skills & Qualifications

• Bachelor's degree required; 
• Significant experience and knowledge in case management, disaster recovery, or home resilience programs preferred;
• Program management experience, whether in the non-profit, government, or private sector is preferred;
• Ability to leverage strengths of staff members, providing coaching, support and constructive
• criticism to help team members reach their full potential; 
• Knowledge and facility with data management tools and CRM are plusses; 
• Problem-solver with good judgment and sharp analytical skills;
• Excellent communication, presentation, and interpersonal skills; 
• Passionate about promoting affordable homeownership and an equitable New York;
• Deep understanding of and commitment to ensuring diversity, equity and inclusion; 
• Highly organized, results-driven professional skilled at synthesizing progress, successes and challenges as well as recommending approaches and enacting solutions; and
• Experience in EXCEL data reporting and Salesforce is a plus.

• Demonstrate Ownership by showing initiative, active problem solving, being solution oriented, acting conscientiously, and putting team results above individual accomplishments;
• Demonstrate Growth Mindset through resilience, humility, engaging in expansive thinking, and showing curiosity and openness to learning; and
• Work Collaboratively by demonstrating the ability to work in teams, exhibiting emotional intelligence.

• Regularly required to speak English clearly and hear the spoken word well;
• Regularly required to physically operate routine office equipment such as telephones, computers, etc; and
• Regularly required to utilize near vision ability to read data and documents, including spreadsheets and reports, in printed form and on computer screen

Salary

We offer a competitive salary and a comprehensive benefits package. 

Application

To apply for this position, please submit your resume, cover letter with salary requirements and minimum 3 professional references with contact infirmation through our website, cnycn.org.  Only those candidates selected for an interview will be contacted.   Applicant review will continue until the position is filled.

The Center strongly encourages Section 3 residents to participate in this hiring effort.   Information to determine if you are a Section 3 resident can be obtained by contacting [email protected].
Persons requiring reasonable accommodation to participate in this hiring effort are requested to
contact: [email protected].

The Center for NYC Neighborhoods is an equal opportunity employer.   We recruit, hire, upgrade, train, and promote for all positions and job classifications without regard to race, color, religion, creed, gender, national origin, age, physical or mental disability, marital, veteran or disabled veteran status, sexual orientation, or any other status as a member of any other legally protected group or activity.
To learn more, visit cnycn.org.