Position Summary

The Disaster Human Services Case Manager provides survivor-centered disaster human services case management during supported field or remote operations. The position conducts intake and screening, assesses disaster-caused and disaster-related unmet needs, works with survivors to develop individualized recovery plans, identifies and coordinates resources and referrals, monitors progress, and maintains complete and accurate case documentation. The Case Manager supports individual and family recovery while protecting privacy, promoting equitable access to services, and following approved operational procedures. This role is for a standing cadre that will deploy following disaster declarations. The estimated travel commitment is up to 100% when cadre is deployed.

Job Duties and Responsibilities

• Conduct disaster survivor intake, screening, and needs assessments using approved tools and procedures.
• Work with survivors to develop individualized recovery plans, establish achievable recovery goals, identify barriers, and update plans as needs change.
• Identify, verify, and coordinate available federal, state, tribal, territorial, local, nonprofit, and community resources that may address unmet needs.
• Provide resource referrals and follow-up; assist survivors in navigating benefits, services, and recovery resources within the scope of the assigned mission.
• Apply the FEMA sequence of delivery, when applicable, and support efforts to avoid duplication of benefits in accordance with program guidance.
• Maintain regular survivor contact; document progress, unresolved needs, referrals, outcomes, and follow-up activities.
• Complete case transfer, transition, and closure activities in accordance with approved procedures, including required file retention and reporting.
• Enter and maintain accurate case information, assessments, recovery plans, referrals, forms, notes, and required statistics in approved case management systems.
• Protect Personally Identifiable Information (PII), survivor records, and Federal information; comply with Privacy Act, confidentiality, cybersecurity, records-management, and Rules of Behavior requirements.
• Use culturally responsive practices and support the inclusion of individuals with disabilities and others with access and functional needs.
• Recognize concerns involving human trafficking, child or elder abuse and neglect, domestic or intimate partner violence, and post-disaster financial exploitation, and follow required reporting or referral procedures.
• Coordinate with resource coordinators, benefits navigators, case management supervisors, government representatives, community organizations, service providers, and other mission partners.
• Participate in required readiness activities, role-based training, exercises, Just-In-Time training, operational briefings, debriefings, hotwashes, and continuous-improvement activities.
• Maintain deployment readiness, including required screening, credentialing, background investigations, training, and availability requirements.
• Deploy within required operational timeframes and work in field, remote, or austere environments as assigned.
• Perform other duties as assigned.
• Demonstrate exceptional customer service, in everything you do, by placing the child, family, Veteran or client first.
• Complete all required training.

Training Requirements

Orientation: Complete program orientation and all required program onboarding before assignment. Pre-Deployment/Role-Based: Complete all approved training and credentialing required for the assigned role before deployment or access to Government systems, Federal information, PII, CUI, survivor records, or Government furnished equipment. Training may include responder health and safety; PII/privacy incident requirements; cybersecurity awareness; Rules of Behavior; state, tribal, and territorial human services program delivery; cultural competency; and inclusion of individuals with disabilities and others with access and functional needs. Required training may be completed virtually during non-deployment periods. Employees must have reasonable access to a computer or compatible device, mobile phone, and reliable internet connection to participate in assigned training and readiness activities.

Skills and Competencies

The candidate should possess the following:

• Ability to communicate clearly and effectively, both verbally and in writing. Ability to communicate professionally and respectfully with survivors, service providers, government partners, staff, and the public. Ability to document case information accurately and explain programs, services, and recovery resources in a clear and understandable manner.
• Ability to demonstrate maturity, confidence, emotional stability, and self-control during difficult circumstances and emergencies. Ability to remain calm, exercise sound professional judgment, and respond respectfully when working with survivors experiencing stress, trauma, or crisis.
• Working knowledge of Microsoft Outlook, Word, Excel, and electronic case management/data systems. Ability to learn and accurately use designated systems, mobile technology, and other approved tools.
• Ability to analyze information, assess survivor needs, identify appropriate resources, and resolve problems. Ability to establish priorities and make sound, timely decisions in accordance with program requirements, approved procedures, and supervisory guidance.
• Ability to manage an assigned caseload, maintain accurate and organized records, prioritize competing responsibilities, and meet multiple deadlines. Requires strong time-management skills, attention to detail, and the ability to adapt as survivor needs and operational priorities change.
• Knowledge of disaster human services case management principles, survivor intake and screening, needs assessment, recovery planning, resource identification and coordination, referrals and follow-up, case transfer and closure, file retention, reporting, confidentiality, and PII protection. Working knowledge of human services programs and resources, cultural competency, disability/access and functional needs, and concerns involving trafficking, abuse and neglect, domestic violence, and post-disaster financial exploitation.
• Ability to work collaboratively with staff, service providers, government partners, and other professionals while functioning independently and as part of a multidisciplinary or incident-management team. Ability to establish respectful, supportive relationships with survivors and work effectively in field, remote, and disaster-affected settings.
• Professional spoken fluency in a language in addition to English is highly desirable. Deployments may require team language capabilities based on the languages spoken in impacted communities, including American Sign Language.
• Must maintain reliable availability while identified as deployment ready and be able to work variable schedules, including extended hours, evenings, weekends, and holidays when operationally required.
• Nationwide travel and deployment to disaster impacted locations may be required. Personnel designated deployment ready must be able to deploy within required contract timeframes, including the 48-hour surge requirement when applicable.
• Driver’s License with a clear record. Must have daily use of a vehicle without prior notice.

Education and Experience

Bachelor's degree from an accredited college or university in Social Work, Psychology, Sociology, Human Services, Criminal Justice, Emergency Management, or a related field is preferred. Equivalent relevant education and experience may be considered in accordance with organizational and contract position-qualification requirements. Relevant experience in case management, human services, crisis intervention, benefits/resource navigation, disaster recovery, or community-based services is preferred. Disaster case management experience is strongly preferred.

Field Work/Physical Demands/Work Schedule

Enhanced background screening is required. May require 12-hour shifts. Environment: Work may occur in offices, shelters, community settings, disaster recovery locations, remote environments, or disaster-affected field locations. Personnel may be required to work and sleep in austere environments without modern comforts or luxuries when applicable to the mission. Indoors/Outdoors: Duties may be performed indoors or outdoors and may involve exposure to weather conditions, variable temperatures, disrupted infrastructure, noise, travel, and changing operational conditions. Personnel must follow responder health and safety requirements and mission-specific safety direction.

Job Description Disclaimer

This position description incorporates the job's core responsibilities. 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, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Upon hire, secondary employment and other employment restrictions must be disclosed and approved.

Tidal Basin Holdco, LLC, and its subsidiaries and affiliated companies, Tidal Basin Government Consulting, LLC, are an Equal Employment Opportunity Employer.