CDBG-DR Resident Recovery Services Manager

Job Description

Job Description

CDBG-DR Resident Recovery Services Manager

Plexos is seeking an experienced Resident Recovery Services Manager to support the Community Development Block Grant – Disaster Recovery (CDBG-DR) Program in New Mexico. The Resident Recovery Services Manager supports resident support services for the Home Recovery Program (HRP), which provides housing rehabilitation, reconstruction, and new construction for eligible households affected by 2024 natural disasters in New Mexico.

This position is responsible for overseeing disaster recovery support services to residents, ensuring excellent service delivery while maintaining adherence to program policies and procedures, and federal and state compliance regulations. The Resident Recovery Services Manager provides supervision to Disaster Case Managers, QA/QC Coordinators, and Eligibility Specialists, ensuring residents receive appropriate assistance and follow-up.

Location: This position will based in Roswell or Ruidoso, New Mexico. Candidates must be local to the State of New Mexico or be willing to deploy 75% of the time (6 weeks on, 2 weeks off) to New Mexico. 

RESPONSIBILITIES

• Provide management oversight, support, and training to staff providing support services to disaster impacted residents in New Mexico.
• Coordinates with the New Mexico Home Recovery Program Operations Manager to ensure efficient workflows across New Mexico Home Recovery Program service delivery.
• Coordinates with local, state, and federal agencies providing disaster recovery support services to residents.
• Lead the deployment and adoption of project management tools like Smartsheet, ProjexisTM, and data dashboards to unify workflows across intake, eligibility review, duplication of benefits review, and processes within the New Mexico Home Recovery Program.
• Foster a systems thinking mindset: design, integrate, and refine processes and tools to enhance transparency, coordination, and scalability.
• Develop and maintain standard operating procedures, checklists, and operational guides to ensure consistent practices.
• Document best practices and lessons learned – through debriefs, logs, and documentation – to promote continuous improvement.
• Run quality control audits, spot-checks, and compliance reviews to uphold program standards and monitor staff performance.
• Track performance deviations and recommend enhancements.
• Prepare and maintain daily and weekly operational dashboards (e.g., quality incidents, staffing efficiency, system uptake) and reports.
• Collaborate with program staff to ensure procedural alignment and program compliance with cross-cutting state and federal requirements governing New Mexico Home Recovery Program eligibility review and determinations, duplication of benefits checks, and grant agreement execution.

Additional Skills and Abilities:

• Exceptional at managing fast-paced, high-stakes environments with shifting priorities.
• Strong systems thinker with experience implementing tools like Smartsheet or similar platforms.
• Superior written communication, with the ability to translate complex systems into accessible procedures, dashboards, and client-facing reports.
• Proficient in staff scheduling, quality control, and operational reporting.
• Collaborative, with demonstrated ability to align multi-disciplinary teams toward shared goals.
• Knowledge and experience with federal programs is preferred.

MINIMUM QUALIFICATIONS

• 3+ years in operational coordination or supervisory roles, especially in fast-paced or crisis contexts.
• 2+ years in disaster recovery, housing and/or construction programs, social service programs, or related environments.
• Track record in systems/tool implementation, policy creation, quality assurance, operational analytics, and use of data to drive quality improvement initiatives.
• Associate or bachelor’s degree in social services, public administration, or related field; equivalent professional experience considered. 
• 4-6 years of experience in direct services to residents and households.
• Experience supervising staff, contractors, and overseeing multiple projects simultaneously. 
• Proficiency in Microsoft Office Suite. 

Preferred:

• Experience with HUD programs (CDBG, CDBG-DR, HOME, etc.). 
• Bilingual in English and Spanish strongly preferred. 
• Experience with case management software or project management systems. 

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong knowledge of disaster recovery programs.
• Ability to read and interpret program guidance documents, policies, and federal compliance documents. 
• Familiarity with FEMA Individual Assistance, CDBG-DR, and/or HUD funded housing programs.
• Excellent organizational and problem-solving skills with the ability to manage competing priorities. 
• Strong communication and interpersonal skills, including the ability to work effectively with disaster-impacted populations. 
• Ability to travel frequently within the program service area. 
• Ability to maintain strict adherence to program safety, confidentiality, and compliance standards. 

Plexos Group LLC is an Equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law. Plexos Group recognizes the importance of a diverse and inclusive workforce that considers the needs of the communities we serve, and we are committed to providing an inclusive workplace environment free from discrimination.

The Plexos Group, LLC employs the most experienced and innovative professionals in the field of disaster recovery management who have completed similar work for municipal, state, and federal agencies. Our project team has more than 100 years of combined experience in managing disaster recovery and has led disaster recovery programs in excess of $25 billion.

Company Description

The Plexos Group, LLC employs the most experienced and innovative professionals in the field of disaster recovery management who have completed similar work for municipal, state, and federal agencies. Our project team has more than 100 years of combined experience in managing disaster recovery and has led disaster recovery programs in excess of $25 billion.