Constituent Services Manager, Disaster Case Management

• Leads outreach and coordination within the Municipality of Anchorage and other locations throughout the state to identify community and organizational resources to assist recovery efforts of survivors of Typhoon Halong.
• Builds and maintains mutually beneficial relationships, facilitates communications and coordinates activities among agencies or organizations.  Helps streamline resources for Resource Coordinators and Navigators directing survivors to helping agencies.  
• Facilitates information sharing related to state recovery support programs providing assistance to Disaster Case Managers.
• Promote a collaborative, service-oriented team culture focused on accountability, equity, and high-quality client outcomes.
• Ensure services are delivered in a timely, consistent, trauma-informed, and culturally responsive manner.
• Prepare and deliver communications, such as trainings, phone calls and face-to-face meetings, and written communications.
• Develop, implement, and maintain workflows, procedures, and service delivery standards to support effective case management operations.
• Support disaster response and recovery mobilization efforts, including surge staffing, field operations, and coordination with emergency management partners.
• Participate in regular staff meetings, case reviews, performance check-ins, and professional development activities.
• Provide guidance on complex, sensitive, or high-risk client situations and serve as the escalation point for challenging cases.
• Must be self-motivated and a strong leader capable of promptly and effectively monitoring, coordinating, and communicating strategic objectives.

• Ensure disaster survivors receive appropriate intake, assessment, recovery planning, referrals, and follow-up services.
• Oversee case management practices to ensure client needs are accurately assessed and recovery plans are individualized and actionable.
• Review complex cases involving housing instability, unmet needs, access and functional needs, financial hardship, or barriers to recovery.
• Advocate on behalf of constituents with service providers, funders, public agencies, and community partners when needed.
• Oversees appeals, complaints, and feedback process for the program.
• Help ensure services are accessible to diverse populations, including historically underserved and vulnerable communities.

• Build and maintain effective working relationships with local, state, federal, nonprofit, faith-based, and community organizations involved in disaster recovery.
• Represent the program in interagency meetings, long-term recovery groups, community forums, and stakeholder briefings.
• Coordinate referrals and resource navigation across partner organizations to reduce duplication and improve outcomes.

• Monitor case files, data entry, and reporting practices for completeness, accuracy, and timeliness.
• Track program metrics, outputs, and outcomes to support leadership reporting and continuous improvement.
• Identify service trends, operational issues, and quality risks, and implement corrective actions as needed.
• Support audits, monitoring reviews, and program evaluations by preparing documentation and responding to information requests.

• Build and maintain tribal relations and participate in meetings when required.
• Support constituent communications related to available services, eligibility, referrals, and program updates.
• Assist in communicating program information clearly and compassionately to disaster-affected residents and community stakeholders.
• Identify unmet needs, recurring barriers, and service access issues affecting community recovery.

• Ability to work independently with minimal supervision while contributing effectively in a collaborative, team-oriented environment.
• Maintains a customer-focused, professional, and courteous demeanor, even under pressure.
• Strong customer service background, including experience supporting disaster-impacted survivors.
• Proven ability to work in high-pressure, time-sensitive environments and deliver work to established standards.
• Excellent organizational and time-management skills, with strong attention to detail and the ability to manage multiple priorities and deadlines.
• Strong interpersonal, written, and verbal communication skills.
• Strong analytical, problem-solving, and client advocacy skills.
• Knowledge of case management principles and service navigation.
• Demonstrated constituent services expertise.
• Experience managing or overseeing programs serving vulnerable populations in high-stress environments.
• Experience working with tribal governments a plus.
• Demonstrated experience coordinating with community-based organizations, public agencies, and external stakeholders.
• Experience with program reporting, performance tracking, and compliance oversight.
• Previous case management experience on a federally funded program preferred

• Bachelor’s degree in social work, public administration, emergency management, human services, public health, nonprofit management, or a related field. Equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years of progressively responsible experience in case management, constituent services, disaster recovery, human services, or a related field.

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