NCdotGov
Disaster Case Management Navigator
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Job Description
- Req#: 4794979
This is an INTERNAL POSTING open ONLY to current the NC Department of Public Safety’s current employees and eligible RIF candidates.
This posting is to hire up to 8 DCM Navigators.The North Carolina Office of Recovery and Resiliency (NCORR) in the Department of Public Safety (DPS) is responsible for executing multi-year recovery and resiliency projects related to damage sustained in Hurricanes Matthew, Florence, Tropical Storm Helene, and the novel Coronavirus (COVID-19). The work focuses on supporting survivors and communities impacted by disasters and their recovery. NCORR's headquarters are located in the Research Triangle Park in Durham County. The office focuses on supporting survivors and communities impacted by disasters and their recovery. NCORR actively engages in projects in the following areas: Single-Family Homeowner Rehabilitation/Repair, Housing Repair Reimbursement, Single-family Homeowner Reconstruction, Homeowner Buyout, Mobile Home Repair, Mobile Home Replacement, Homeowner Assistance, Infrastructure, Affordable Housing and Mitigation. North Carolina Office of Recovery& Resiliency is fully funded on grants and positions will be maintained as long as funding is available.
The position is EHRA, which means it is exempt from the rules and regulations of the NC Office of Human Resources Act(GS126), except for Articles 6 and 7 of that Chapter, due to state statutory and/or funding requirements.
The position is full time (40 hours per week) with State Benefits, including paid vacation, paid sick leave, paid holidays, retirement, and health insurance. To view an example of total compensation, please click here NC OSHR: Total Compensation Calculator.
The Disaster Case Management (DCM) Navigator will have the knowledge to investigate, evaluate and respond to survivor and/or third-party inquiries or complaints presented on issues ranging from, but not limited to general inquiries, complaints, FEMA support, Section 504 concerns, Fair Housing or other discriminatory allegations, survivors within designated assistance program(s) status or determination of program applications, eligibility, awards, or provision of services. This position serves as a support to the Disaster Case Managers and other NCORR/NCEM teams, as needed. The work of this role will consist of:
Constituent Services
* Review and resolve Disaster Case Management complaints and inquiries received in accordance with DCM program policies and procedures.
* Maintain sensitivity when dealing with individuals from a wide variety of backgrounds and cultures.
* Exemplify openness, objectivity, and seek to understand issues from different perspectives.
* Facilitate the resolution of identified complaints between survivors and the program.
* Understand policies and procedures relating to the DCM program and serve as a communication conduit between survivors and the DCM program.
Contact Center and Communication
* Learn and utilize policy and procedures to receive survivor and constituent inquiries or requests in a prompt and courteous manner.
* Coordinate with team members to transfer callers to corresponding teams as appropriate in a friendly and supportive manner and maintain survivor confidentiality at all times.
* Consistently provide a welcoming customer experience by communicating in an engaged manner and with empathy and urgency as appropriate. * Ensure that incoming calls are answered in a timely, consistent, and organized manner to avoid delay.
* Conduct outreach to inform the public of the ReBuild NC Programs and assistance.
Customer Service
* Assist survivors in understanding resources available for disaster relief.
* Organize and schedule appointments for phone calls or in-person meetings at a Disaster Recovery Center.
* Assist in outreach callouts and other communication efforts as needed and write/distribute email, correspondencememos, letters, faxes, and forms.The Knowledge, Skills and Abilities (KSAs) listed below, along with the Minimum Education and Experience (E&E) are REQUIRED to qualify for this position. All work history and education (including accurate dates of employment/attendance) must be documented on the application. Supplemental Questions are also a required part of the application: answers must reference education or work experience listed on the application. A complete, all-inclusive application maximizes an applicant’s potential to qualify for the position, as well as the highest possible salary. Salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. State Government Application Resources | NC Office of Human Resources
[Resumes may be attached as a supplement to the application but are not a substitution for a complete application.]
To qualify for this position, applicants must demonstrate 3 of the 6 following KSAs:
* Working knowledge of the principles and/or practices of State and/or Federal grant programs.
* Experience reviewing and/or understanding Federal and/or State guidelines.
* Working knowledge establishing and maintaining effective work relationships with a diverse range of stakeholders.
* Documented experience that includes working independently or coordinating with staff to accomplish completing tasks.
* Documented experience with paying close attention to detail, to program policy and standard operating procedureguidelines.
* Documented experience of Microsoft Word, Excel, Outlook, and Internet.Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.
Bachelor’s degree from an appropriately accredited institution; or an equivalent combination of training and experience.The North Carolina Department of Public Safety (DPS) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. Consistent with the Americans with Disabilities Act (ADA), we are committed to full inclusion of qualified applicants and will review requests for reasonable accommodation to perform essential job functions during the hiring process or while on the job.
Public Service Loan Forgiveness Program For applicants with student loans, becoming a state employee may include eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.
Transcripts
· Attaching transcripts is optional, however, we recommend applicants attach unofficial transcripts to assist in providing credit for education including in substituting education gained for experience. Additionally, qualifying for some positions may require validating hours of coursework in a specific field of study and transcripts are crucial to awarding credit. Degrees and transcripts must be achieved from an appropriately accredited college or university.
· Applicants who earned college credit hours but did not complete a degree program, must attach an unofficial transcript to receive credit for education.
· International degrees and transcripts must be evaluated for accreditation by a recognized evaluation service by the closing date of this posting. Failure to provide documentation may result in ineligibility. The National Association of Credential Evaluation Services (NACES) has several options to provide credential verification: https://www.naces.org/members.
Military Experience
· Applicants seeking Veteran's Preference must attach a DD-214 Form (Certificate of Release or Discharge from Active Duty that includes Character of Discharge - Member 4 or Service 2 form) to the application.
· Applicants seeking National Guard Preference:
o A current member of the North Carolina National Guard in good standing must attach a NGB 23A (RPAS).
o A former member of the North Carolina National Guard who served for at least 6 years and were discharged under honorable conditions, must attach either a DD256 or NGB 22.
The NC Dept. of Public Safety must adhere to the US Dept. of Justice Final Rule on the National Standards to Prevent, Detect, and Respond to Prison Rape. PREA Hiring and Promotion Prohibitions
Due to the volume of applications received, we are unable to provide information regarding the status of your application. Please log in to your Government Jobs account and click Application Status. If you are selected for an interview, you will be contacted by the hiring manager. If you are no longer under consideration, you will receive an email notification.
For technical issues with your application, please call the GovernmentJobs.com Applicant Support Help Line at 855-524-5627. If there are any questions about this posting other than your application status, please contact Elizabeth Gray at elizabeth.gray@ncdps.gov.
About the company
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