Constituent Services Manager, Disaster Case Management

Constituent Services Manager, Disaster Case Management Position Summary

The Constituent Services Manager, Disaster Case Management is responsible for leading the delivery of client-centered recovery services for individuals and families impacted by disasters. This position works closely with community partners, government agencies, and service providers to support equitable and efficient recovery resources to disaster survivors. The Manager serves as a key leader in program implementation, quality assurance, stakeholder coordination, and constituent advocacy.

This role requires strong operational leadership, trauma-informed practice, and the ability to manage complex cases, sensitive communications, and time-sensitive recovery efforts in a dynamic environment.

• Leads outreach and coordination within the Municipality of Anchorage and other locations throughout the state to identify community and organizational resources to assist recovery efforts of survivors of Typhoon Halong.
• Builds and maintains mutually beneficial relationships, facilitates communications and coordinates activities among agencies or organizations.
  
  Helps streamline resources for Resource Coordinators and Navigators directing survivors to helping agencies.
• Facilitates information sharing related to state recovery support programs providing assistance to Disaster Case Managers.
• Promote a collaborative, service-oriented team culture focused on accountability, equity, and high-quality client outcomes.
• Ensure services are delivered in a timely, consistent, trauma-informed, and culturally responsive manner.
• Prepare and deliver communications, such as trainings, phone calls and face-to-face meetings, and written communications.
• Develop, implement, and maintain workflows, procedures, and service delivery standards to support effective case management operations.
• Support disaster response and recovery mobilization efforts, including surge staffing, field operations, and coordination with emergency management partners.
• Participate in regular staff meetings, case reviews, performance check-ins, and professional development activities.
• Provide guidance on complex, sensitive, or high-risk client situations and serve as the escalation point for challenging cases.
• Must be self-motivated and a strong leader capable of promptly and effectively monitoring, coordinating, and communicating strategic objectives.

• Ensure disaster survivors receive appropriate intake, assessment, recovery planning, referrals, and follow-up services.
• Oversee case management practices to ensure client needs are accurately assessed and recovery plans are individualized and actionable.
• Review complex cases involving housing instability, unmet needs, access and functional needs, financial hardship, or barriers to recovery.
• Advocate on behalf of constituents with service providers, funders, public agencies, and community partners when needed.
• Oversees appeals, complaints, and feedback process for the program.
• Help ensure services are accessible to diverse populations, including historically underserved and vulnerable communities.

• Build and maintain effective working relationships with local, state, federal, nonprofit, faith-based, and community organizations involved in disaster recovery.
• Represent the program in interagency meetings, long-term recovery groups, community forums, and stakeholder briefings.
• Coordinate referrals and resource navigation across partner organizations to reduce duplication and improve outcomes.

• Monitor case files, data entry, and reporting practices for completeness, accuracy, and timeliness.
• Track program metrics, outputs, and outcomes to support leadership reporting and continuous improvement.
• Identify service trends, operational issues, and quality risks, and implement corrective actions as needed.
• Support audits, monitoring reviews, and program evaluations by preparing documentation and responding to information requests.

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