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The Case Manager exercises independent judgment in the performance of client service duties. This entry-level management position is responsible for assisting with the formulation, development, direction, and administration of client service activities, with emphasis on mediation and conflict resolution. The Case Manager works with residents, staff, individuals, and groups to explore and assist in determining options to help resolve conflicts, problematic issues, or concerns. The Case Manager is highly responsive and customer-centered. Essential Duties Manage and coordinate mediation or dispute resolution processes at family, elderly, and disabled community properties to address resident-to-resident conflicts effectively. Work toward compromise, buy-in, and agreement among all parties, conducting follow-ups to ensure the effectiveness of conflict resolution efforts. Establish a structured reporting system to track, document, and communicate resolution statuses through the appropriate chain of command. Engage with disputants to clarify concerns, identify underlying issues, and develop an understanding of their respective needs. Respond to inquiries, complaints, and concerns with confidentiality, ensuring fair and unbiased handling of all issues. Maintain high-quality customer service for both internal and external clients at all times. Educate residents and the public on relevant housing rules, regulations, and operational procedures. Act as a liaison between various parties involved in grievances, disputes, or claims, ensuring clear communication and resolution efforts. Provide assistance to individuals with grievances by investigating complaints and communicating with involved parties on their behalf. Advise groups on issues related to hearings, conferences, and other proceedings to ensure compliance with policies and best practices. Assess and organize supporting materials to determine if all relevant information has been provided for dispute resolution. Listen to concerns objectively while remaining impartial, ensuring all perspectives are understood and acknowledged. Maintain accurate records of contacts and case actions in applicable systems to track progress and outcomes. Develop and implement a system for tracking, monitoring, and reporting customer service satisfaction survey results. Participate in TIC training, workgroups, and project assignments to support and maintain TIC certification. Promote Equity, Diversity & Inclusion: Engage in initiatives, training, and projects aimed at fostering a culture of equity, diversity, and inclusion within the organization. Understand and uphold data governance policies by recognizing and fulfilling the roles of Data Trustees, Stewards, Custodians, and Users in maintaining data integrity. Complete all assigned tasks as outlined in operational and procedural guidelines, ensuring organizational goals are met. Qualifications: Bachelor’s degree or equivalent in business, communications, or social sciences In lieu of a Bachelor’s degree, an additional six years of experience will be required 2 years of experience in counseling, mediation, or dispute resolution work. Bilingual proficiency in English and Spanish. Must have the ability to learn and use Google GSuite applications. Understand document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365