Constituent Services Manager, Disaster Case Management

Constituent Services Manager, Disaster Case Management

Position Summary
The Constituent Services Manager, Disaster Case Management is responsible for leading the delivery of client-centered recovery services for individuals and families impacted by disasters. This position works closely with community partners, government agencies, and service providers to support equitable and efficient recovery resources to disaster survivors.  The Manager serves as a key leader in program implementation, quality assurance, stakeholder coordination, and constituent advocacy. This role requires strong operational leadership, trauma-informed practice, and the ability to manage complex cases, sensitive communications, and time-sensitive recovery efforts in a dynamic environment.

Essential Job Functions:

The candidate will perform the following essential functions:

Program Leadership and Operations

• 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.

Constituent Services and Case Management Oversight

• 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.

Partnership and Stakeholder Coordination

• 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.

Compliance, Reporting, and Quality Assurance

• 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.

Community Engagement and Communication

• 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.

Experience and Skill Requirements:

• 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

Required Qualifications

• 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.

Job Description Disclaimer: This position description incorporates the core responsibilities of the job. It recognizes that other related duties not specifically mentioned might also be performed, and that not all responsibilities may be carried out depending on operational needs.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.

Tidal Basin HoldCo, LLC and its affiliated companies, which includes Tidal Basin Government Consulting, are an Equal Employment Opportunity Employer.