DAP Community Engagement Manager

New Orleans, LA, United States

Job Type

Full-time

Description

SBP is an award-winning, innovative nonprofit organization that shrinks the time between disaster and recovery. A leader in volunteer-driven, post-disaster rebuilding; SBP educates, advocates and improves the disaster recovery sector so that we can collectively achieve more for communities. With a team of 80+ staff and 240 AmeriCorps members, SBP has rebuilt more than 1,800 homes and strengthened 60+ communities across 17 states and Puerto Rico.

SBP's vision is to embrace constant improvement, community-wide collaboration, and clear benchmarks to reduce human suffering caused by the tolls of delay in recovery. By pairing resilience training with recovery operations, we strive to reduce the need for our rebuilding services over time by increasing preparedness among vulnerable communities.

SBP encourages individuals who are hungry for change and eager to innovate to join our team so that we can change the future of disaster recovery together.

Position Summary

The Disaster Assistance Program (DAP) Community Engagement Manager(CEM) will be responsible for leading and directing a team of AmeriCorps Client Services Coordinators (CSCs) serving with SBP. These members support residents impacted by Presidentially Declared natural disasters as they navigate the FEMA appeals process.

The DAP Community Engagement Manager will lead a team of 4-8 CSCs in establishing and processing a pipeline of disaster affected survivors who would benefit from SBP's FEMA appeal services. Through outreach, effective team management, and problem solving, the DAP CEM will ensure a timely processing of all survivors seeking assistance. The DAP CEM will identify, brainstorm and test solutions for any hurdles that may impede process-flow. The DAP CEM will support a positive and productive environment, develop and deploy training, stay up to date on FEMA policies and DAP processes, maintain partnerships, respond to marketing and communications requests, conduct trainings for external and internal audiences, and complete other tasks as assigned. This person will thrive in a dynamic, fast paced working environment, bring a keen focus to achieving goals and benchmarks and create a positive and productive team culture.

Responsibilities:

Leadership and Team Management

Supervise, train, and guide a team of AmeriCorps members as they effectively and efficiently build a pipeline of survivors, identify survivor eligibility, gather key documents, complete client intakes, and provide proper hand-off to associates within 7 business days of referral or survivor outreach

Create a culture of accountability with clear goals, benchmarks and processes that celebrates success

Ability to ensure a high volume of clients are processed through the existing system - including Salesforce and Google Workspace - accurately and efficiently in a fast paced environment

Foster relationships of trust, respect and accountability in working with team members, survivors and external partners (FEMA, Case Management Groups, other NGOs)

Build a positive team culture and support team members

Provide accurate and timely guidance on technical support and feedback

Ensure team members update Salesforce timely and accurately

Technical Knowledge

Provide accurate and up to date technical support about the FEMA Individual Assistance Program to direct reports as they navigate issues helping their client's in the initial phases of the appeals process. Provide similar support to external partners when needed.

Provide guidance on how to effectively support and manage team members working with survivors who display symptoms of trauma and/or mental health issues

Experience with and the ability to utilize Salesforce to generate and evaluate reports for internal and external purposes and assess team members' utilization of the system

Other Responsibilities

Manage a caseload of survivors, alongside CSCs, to ensure all potential clients in queue have been successfully handed over to Associates within 7 business days of referral or survivor outreach

Ensure all survivor outreach and referral requests that are received via voicemail and email are input into Salesforce

Assist clients through the successful completion of the FEMA appeals process, both remotely and in-person, as assigned

Travel to impacted regions to host trainings, meet with survivors and local partners as needed

Regularly respond to needs from SBP's Communication and Marketing teams, providing impact stories and photos.

Requirements

Flexible mindset and adept at critical thinking and problem solving

Experience with Salesforce and easily and quickly adapts to software technology

Track record of achieving high production goals while maintaining quality and accuracy

Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations

High degree of integrity and ability to act in a transparent and consistent manner

Excellent relationship management skills, organizational skills and ability to communicate verbally and in writing with a wide array of audience.

Strong attention to detail and ability to manage multiple projects in a fast paced work environment

Minimum 2-5 years of experience building and leading teams

Bachelor's degree in any related field

Minimum 1 year of experience in case management or client services

Ability to travel up to 10% of the time

Must be self-directed and work to achieve objectives with limited oversight

Able to satisfactorily pass a background check in complacence with SBP's AmeriCorps grant

Valid driver license and reliable transportation

Performance Expectations:

Able to juggle multiple, competing priorities

Exceptionally self-motivated and curious

High level of personal accountability

Align work performance with SBP's core values

Detail-oriented with strong troubleshooting, analytical and problem-solving abilities

Working knowledge of all facets of a CDBG-DR housing program

Superior work ethic and high energy level

Desire and ability to work, grow and learn in a startup environment.

Plan and meet deadlines

Maintain a flexible work schedule to meet the demands of executive management

Demonstrate initiative and work as a team player

Convey a professional and positive image and attitude regarding the organization and the not-for- profit sector

Demonstrate commitment to continued professional growth and development

Salary Range: $55,000-$65,000 (based on experience)

SBP is building a diverse and experienced staff. The organization encourages multiple perspectives and experiences, supports a multicultural environment, and strives to hire and retain a diverse workforce that reflects the populations we work with and the communities where we work. Our hiring and business practices appreciate the strengths offered through different backgrounds.

SBP is an equal opportunity, affirmative action employer and is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, creed, national origin, physical or mental disability, marital status, veteran status, disabled veteran status, or status as a member of any other protected group or activity.

It is the policy of SBP not to discriminate against any individual, person, or group on the basis of disability and the intent of SBP to address any complaints that may arise pursuant to Section 504.

Salary Description

$55,000-$65,000

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