Case Manager - Housing Recovery in Monrovia, California at San Gabriel Valley Habitat For Humanity

Job Location: 800 West Chestnut Ave., Monrovia
Reports To: Housing Recovery Manager
Department: Programs
Status: Full-Time, Non-Exempt
Salary: $30-$35 Hourly

Company Description:

In 1990, a small group of dedicated volunteers with a desire to eliminate substandard housing in our community founded San Gabriel Valley Habitat for Humanity. Thanks to our supporters, more than 200 local and international families have been able to build or repair their own homes here in Los Angeles’ San Gabriel Valley and beyond. Through the years, we have maintained our unrelenting determination to help families in need by offering a hand up, not a handout. Through donations, shopping at our ReStores, volunteering or adding a voice to support affordable housing, everyone can help families achieve the strength, stability, and self-reliance they need to build better lives for themselves.

Job Summary:

The Case Manager supports San Gabriel Valley Habitat for Humanity’s wildfire recovery and affordable housing programs by working directly with homeowners to help them navigate the rebuilding process. This role serves as a key point of contact for homeowners, guiding them through program requirements, documentation, project milestones, and next steps while ensuring they remain informed, engaged, and supported throughout their recovery journey.

Working under the direction of the Housing Recovery Manager, the Case Manager is responsible for actively managing a portfolio of homeowner files conducting outreach, coordinating meetings, tracking progress, and helping projects move forward. This role focuses on execution: maintaining consistent communication, coordinating with internal teams, resolving barriers when possible, and ensuring homeowners understand what to expect at each stage of the process.

Key Responsibilities:

Homeowner Engagement, Outreach & Communication

• Serve as the primary point of contact for assigned homeowners throughout the rebuilding process.
• Conduct outreach calls, follow-ups, and scheduling to keep homeowners engaged and informed.
• Meet with homeowners via phone, virtual meetings, in-office appointments, community events, and project site visits.
• Provide clear, supportive communication regarding program requirements, timelines, project milestones, and next steps.
• Build and maintain positive relationships through regular communication, responsiveness, and consistent follow-up.
• Support homeowners in understanding program requirements, financing options, and the overall rebuild process, escalating complex questions as needed.
• Represent SGV Habitat at community meetings, workshops, homeowner information sessions, and outreach events.

Case Management & Project Coordination

• Manage a portfolio of homeowner files and actively move projects through the recovery pipeline.
• Track documentation, eligibility requirements, funding milestones, homeowner action items, and project status.
• Identify barriers, missing information, or delays and proactively coordinate solutions with homeowners and internal teams.
• Coordinate with construction, design, permitting, finance, and partner teams to support homeowner progress and successful project delivery.
• Maintain accurate records, case notes, and status updates in organizational systems.
• Assist with scheduling meetings, site visits, design reviews, contract discussions, project milestones, and project closeout activities.
• Prepare files and documentation for internal review and approval processes.
• Contribute to continuous improvement efforts by identifying homeowner needs, recurring challenges, and opportunities to improve the homeowner experience.

Qualifications

• 2+ years of experience in case management, housing navigation, disaster recovery, construction administration, customer service, or a related field required.
• Experience working directly with clients in high-touch or complex service environments required.
• Experience building relationships and working directly with clients, homeowners, community members, or program participants in a service-oriented environment required.
• Strong organizational and time management skills with the ability to manage multiple cases simultaneously required.
• Proficiency with Microsoft Office, CRM systems, databases, case management software, and electronic file management systems required.
• Clear, empathetic communication skills and the ability to build trust and maintain positive relationships required.
• Comfortable conducting outreach, facilitating meetings, and interacting with homeowners in a variety of settings required.
• Spanish/English bilingual preferred.
• Valid California driver's license and reliable transportation preferred.
• Experience working with homeowners, disaster survivors, vulnerable populations, or community-based programs preferred.

Knowledge, Skills, and Abilities

• Strong organizational and time management skills with the ability to manage multiple homeowner cases, projects, priorities, and deadlines simultaneously.
• Ability to build trust and maintain positive relationships with homeowners through consistent, empathetic, and professional communication.
• Strong problem-solving skills with the ability to identify barriers, evaluate options, and coordinate solutions to support homeowner progress.
• Ability to work proactively and independently while maintaining accountability and follow-through on assigned projects and action items.
• Effective verbal and written communication skills, including outreach, meeting facilitation, and homeowner support.
• Ability to collaborate effectively with internal teams, external partners, contractors, and community stakeholders to support successful project outcomes.

Equal Opportunity Statement

SGV Habitat for Humanity is an Equal Opportunity Employer and will consider all qualified individuals, including minorities, women, individuals with disabilities, and veterans, regardless of race, religion, age, color, national origin, sex, sexual orientation, genetics, gender identity, or any other legally protected characteristic. SGV Habitat for Humanity will not inquire about a job applicant's criminal conviction history prior to making a conditional offer of employment.