Role Description
IEM is looking to bring on a Full Time Rapid Response Coordinator who supports the Program Management Office in the timely tracking, coordination, and resolution of escalated issues within Community Development Block Grant–Disaster Recovery (CDBG-DR) programs. This role serves as a central point of coordination for complaints, at-risk applications, urgent applicant concerns, and inquiries received from elected officials, legislative offices, local government departments, partner agencies, and other arms of government regarding constituents.
The Rapid Response Coordinator is responsible for ensuring escalated matters are documented, assigned, followed up on, and tracked through resolution. This position helps ensure that program leadership has clear visibility into sensitive or high-priority cases and that applicants, constituents, and external stakeholders receive timely, accurate, and policy-aligned responses.
Essential Functions
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Serve as the primary coordinator for escalated cases requiring additional review, follow-up, or cross-functional coordination.
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Track complaints, urgent applicant concerns, at-risk applications, and constituent inquiries from intake through final resolution.
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Ensure responses are factual, consistent with program policy, and appropriately coordinated with program leadership before release.
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Coordinate with case management, eligibility, duplication of benefits, construction, environmental review, quality control, appeals, compliance, and reporting teams to obtain information needed to resolve issues.
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Coordinate internal discussions to ensure complex cases are reviewed by the appropriate subject matter experts.
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Help clarify applicant status, outstanding documentation, eligibility issues, construction concerns, communication history, or next steps, as appropriate.
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Help distinguish between communication issues, documentation gaps, policy constraints, applicant misunderstanding, process delays, and potential program errors.
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Coordinate responses to inquiries received from elected officials, legislative aides, county or municipal departments, state or federal agencies, and other governmental offices regarding applicants or constituents.
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Maintain an escalation tracker that captures issue type, source of inquiry, assigned owner, required action, due date, current status, resolution notes, and closure documentation.
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Support development of escalation dashboards, aging reports, issue logs, trend summaries, and leadership briefing materials. Monitor cases to ensure timely follow-up, clear accountability, and completion of required actions.
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Identify cases at risk of delay, non-response, applicant dissatisfaction, or compliance concern and elevate them to the PMO Manager or program leadership as needed.
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Provide routine reporting to the PMO Manager on active escalations, complaints, aging items, high-risk applications, and resolved cases.
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Identify recurring themes, process breakdowns, training needs, or policy clarification needs based on escalated case trends.
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Recommend improvements to workflows, applicant communications, staff guidance, or escalation procedures to reduce repeat issues.
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Maintain confidentiality and ensure personally identifiable information is protected when handling complaints, applicant records, and constituent inquiries.
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Maintain a professional, responsive, and applicant-centered approach when supporting sensitive or urgent matters.
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Help ensure applicants and external stakeholders receive clear, respectful, and timely communication.
Qualifications
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Bachelor’s degree from an accredited college or university in project management, public administration, emergency management, business administration, communications, social services, planning, or related field.
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Five (5) years of experience with project and/or program management and demonstrated experience interpreting local, state, and federal rules and regulations.
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Five (5) years of experience supporting federally funded grant programs, disaster recovery programs, housing programs, infrastructure programs, or comparable public-sector implementation efforts.
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An equivalent combination of education, experience, and training that demonstrates the required knowledge, skills, and abilities necessary to effectively perform the duties and functions of this position may be considered.
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Ability to travel to complete work assignments or attend meetings as needed by the project.
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Proficiency with Microsoft Office applications, especially Excel, Word, PowerPoint, and SharePoint or comparable document management platforms.
Preferred Qualifications
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Has engaged with or is currently working on federally-funded programs administered by State or Local Governments in the State of Florida.
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Experience with CDBG-DR, CDBG-MIT, CDBG, HOME, FEMA, or other federally funded recovery or resilience programs.
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Experience working with elected officials’ offices, legislative aides, local government departments, or intergovernmental constituent inquiries.
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Knowledge of HUD requirements, Federal Register notices, 2 CFR Part 200, duplication of benefits, environmental review, procurement, and grant recordkeeping requirements.
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Familiarity with applicant case management, eligibility review, duplication of benefits, construction workflows, appeals, complaints, or quality control processes.
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Experience using case management systems, Smartsheet, SharePoint, Power BI, or other tracking and reporting tools.
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Experience developing escalation logs, complaint trackers, dashboards, issue reports, templates, scripts, or applicant communication materials.
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Strong writing, organizational, analytical, and coordination skills.
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Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Benefits
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Salary based on experience and location: $60,000 - $70,000
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10 paid Holidays
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Vacation Pay
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Sick Pay
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401 (K) plan with matching
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Company paid STD and LTD
