Case Manager, THRP

Case Manager – Temporary Housing Repair Program

 Location: St. Louis MO

MPACT Strategic Consulting, LLC (MPACT) is seeking Customer Service Representatives (CSR) to support a temporary housing repair program in the City of St. Louis, Missouri.  The CSR serves as the primary point of contact for residents participating in the housing program and will assist residents through the construction process as homes are being repaired so that residents can shelter in place. This role supports applicants through each step of the housing repair process, providing accurate information, resolving issues, and coordinating with internal teams to ensure efficient delivery of services. 

Key Responsibilities

Customer Support & Communication

• Serve as the first point of contact for program applicants as it relates to the construction process, inspections, permitting, warranty, and other related construction matters.
• Explain program eligibility, required documentation, timelines, and next steps in a clear and empathetic manner.
• Respond promptly to inquiries, concerns, and requests for status updates.
• Provide residents with guidance on temporary housing repair processes, contractor visits, safety requirements, and expected outcomes.

Case Management & Documentation

• Maintain accurate and detailed case records in the program’s database or case-management system.
• Track progress of repairs and coordinate with inspection, construction, and logistics teams.
• Escalate complex cases or safety-related concerns to supervisors or appropriate program partners.

Program Coordination

• Support scheduling of inspections, contractor visits, and follow-up appointments with homeowners or occupants.
• Work closely with field staff, case managers, and program administrators to ensure timely service delivery.
• Provide routine updates to applicants regarding milestones, delays, or changes in program requirements.
• Assist in preparing weekly or monthly reports on applicant interactions and case status.

Qualifications

Required

• High school diploma or equivalent; additional education in social services, public administration, or related fields preferred.
• 1–3 years of customer service experience (call center, public assistance programs, housing services, emergency/disaster recovery, or similar environments).
• Strong communication skills with the ability to explain complex processes in simple terms.
• Excellent organizational skills and attention to detail.
• Proficiency with computers, databases, and Microsoft Office
• Ability to handle sensitive situations with empathy, professionalism, and confidentiality.

Preferred

• Experience working with housing programs, construction/repair programs, FEMA/state disaster programs, or community outreach initiatives.
• Bilingual or multilingual capabilities (e.g., Spanish, Vietnamese, Creole, etc.).