Case Worker

IEM is looking to add Full Time Case Worker to our growing team! The Case Worker serves as the primary point of contact for applicants and is responsible for reviewing program applications for quality, completeness, and eligibility. This role involves regular communication with applicants to process files and provide timely updates. Case Workers are expected to maintain a thorough understanding of all applicable program policies, procedures, and requirements, and ensure all case reviews align with established guidelines. They will help applicants understand program details, assist with completing applications, and perform other duties as assigned.

Primary Location:

• Live anywhere within the state of Maine.
• Work in home/personal office environment or in the field when required.

Travel Requirements:

• This position may require travel to complete work assignments or attend meetings.

Essential Functions:

• Provide professional, customer-centered support to applicants throughout the disaster relief program lifecycle from intake to closeout as a representative of the State of Maine and IEM.
• Conduct timely phone and virtual meetings with homeowners to collect documentation, determine program eligibility, and provide updates.
• Verify submitted documentation and perform initial eligibility reviews accurately and efficiently.
• Participate in scheduled mobile outreach activities.
• Share relevant community resources and assistance information to ensure applicants receive comprehensive support.
• Document all applicant interactions and information in the program s system of record promptly and accurately.
• Submit complete and accurate files for quality control (QC) review while meeting individual production goals.
• Manage personal workload, productivity, and communications to ensure efficient, policy-compliant processing.
• Review records for inconsistencies, investigate issues, and resolve them using analytical and customer service skills. Escalate concerns according to standard operating procedures when necessary.
• Contribute to team success through effective communication, sound decision-making, and suggestions for procedural improvements.
• Respond to inquiries and requests professionally and in a timely manner.
• Perform other duties as assigned.

Minimum Qualifications:

• Experience: Two (2) years of experience providing case management or customer service.
• Two (2) years of experience in mortgage loan processing or underwriting, or in analyzing legal and financial documents for the purpose of determining eligibility for support and relief programs.
• Degree: High school diploma
• Ability to perform the job function with limited supervision, while providing excellent customer service.
• Excellent interpersonal, written and oral communications skills, ability to multitask and work independently.
• Ability to acquire and implement a working knowledge of applicable rules and regulations.

Preferred Qualifications:

• Associate or Bachelor s Degree from an accredited university.
• Intermediate level Microsoft Office skills and ability to quickly learn new software applications.
• Experience with agricultural, housing or disaster recovery grant programs (USDA, CDBG-DR, FEMA, etc.).

Additional Information:

• Personal Office / At Home Locations: All personal office / in-home work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purpose of maintaining the Internet connection, if needed.

Benefits and more:

• Hourly rate based on location and experience: $24.00 - $31.25
• 10 paid holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Equal Employment Opportunity.All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual s race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law.

Reasonable Accommodation.IEM is committed to providing reasonable workplace accommodation for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.