Lead Case Manager

HORNE Professional Services Firm Overview
HORNE is a professional services firm founded on public accounting. We are a top 25 business advisory firm with offices and project locations across the nation and Puerto Rico.

About Our Government Services Practice
Our Government Services practice is at the forefront of economic recovery programs nationwide, one of the most experienced and innovative teams anywhere. We provide program and project management, compliance, grant management, subject matter expertise, and disaster recovery solutions to help government agencies make positive change.

Position Summary
We are seeking a motivated and experienced Case Manager Lead to support the Rebuild Florida Housing Repair and Replacement Program (HRRP). This role will lead and coach a team of case managers, ensuring consistent, high-quality application processing and customer service. Ideal candidates are strong communicators, problem-solvers, and team leaders who thrive in dynamic environments.

Essential Functions:

• Provide daily supervision and guidance to a team of case managers
• Monitor individual and team performance against goals and deadlines
• Identify and address performance issues and training needs
• Coach staff on applicant interaction, documentation accuracy, and efficiency
• Conduct quality control reviews and participate in case audits
• Manage escalated applicant concerns with professionalism and empathy
• Communicate effectively with senior leadership on team performance, applicant trends, and process improvements
• Share program updates, policy changes, and procedural guidance with staff
• Assist with scheduling and resource planning
• Step in to support applicant assistance during peak periods
• Assist applicants with application process from intake through project closeout
• Ensure all case decisions comply with program guidelines and policies
• Maintain a flexible schedule to meet program demands, including evening and weekends as needed
• Perform additional tasks and duties as needed

Qualifications:

• 3 years of case management or client service experience in a high-volume setting
• 1 year of experience in a supervisory or lead role
• Proven ability to motivate and coach teams
• Exceptional organizational, communication, and problem-solving skills
• Comfortable interpreting and applying policies and guidelines
• Proficient with Microsoft Office, case management platforms, and tracking tools
• Flexible availability, including evenings and weekends
• Valid driver's license and reliable transportation
• Ability to sit for extended periods and travel locally as needed
• Associate's or bachelor's degree
• Experience with CDBG-DR or housing recovery programs
• Familiarity with disaster response or public recovery efforts

Work Environment:

• Position is based on site in HORNE office

Physical Demands (multi-select):

• Prolonged periods of sitting at a desk and working on a computer

Travel Requirements:

• Driving for firm business possible; would require valid operator license, acceptable motor vehicle report and automobile insurance as required by law and firm guidelines

HORNE Values...

• A forward thinking, anticipatory professional driven by a passion to pursue your full potential and dreams.
• A work environment that promotes collaboration, consistency, and community service to empower people.
• An inclusive culture that promotes career/life integration and invests in developing people in areas of focused expertise.

HORNE Offers...

• An unrivaled distinctive, special culture that values collaboration, innovation, and positive energy which HORNE calls "Deliver with Care."
• A team of professionals grounded in strong, personal relationships and a sense of belonging to a common purpose for adding value and making a difference.
• A dedicated team of individuals from diverse backgrounds working together to leave our clients better than we found them.