Complaints Coordinator

The Disaster Management division works with government agencies and communities to design and implement policies and programs to promote increased resilience to disasters and to promote long-term recovery in housing, economic revitalization, and infrastructure after disaster strikes. Our functional expertise is in program management, technical assistance, training, performance measurement and evaluation, website development, and adult learning. Clients include HUD, HHS, and USDA among others. We often work in close collaboration with ICF experts across the firm on issues related to energy efficiency and green building, infrastructure, disaster planning and recovery, financial literacy, job training, and others. All work is done in a professional, collegial, and intellectual environment that allows individuals pursue their passions and generate results.

ICF is seeking a Disaster Recovery Complaints Coordinator to join our team in Puerto Rico assisting PRDOH with the long-term recovery from 2017 hurricanes. This is a full-time benefits-eligible position located in our office space in Cupey, Puerto Rico. Please attach an updated resume to your application reflecting the Must Have Basic Qualifications for follow up consideration.

As part of the growing Disaster Management Division, the position involves promoting and improving energy independence for homeowner applicants using U.S. Department of Housing and Urban Development Community Development Block Grant (CDBG) funds. The Complaints Coordinator ensures that applicants and potential applicants have a place to register complaints and receive responses in a timely fashion. The Complaints Coordinator makes every effort to see that applicant complaints are properly mitigated.

Key Responsibilities:

• Managing the complaints process, administrative reviews, responding to PRDOH inquiries, preparing administrative review packages, working with installers and working with operations team
• Investigating the complaints, conducting surveys, and interviewing applicants.
• Educating applicants about policies, procedures and technical issues that may affect the specific applicant’s situation
• Deciding the proper action to take on any given complaint, and escalating the complaint to a higher management position for the appropriate actions to be taken, if warranted
• Ensuring that applicant complaints are resolved in a timely matter

Minimum Qualifications:

• 5+ years of experience working with customer relations
• 2+ years’ experience in federally funded program(s) and guidelines
• Fluency in reading, writing, typing, and speaking English and Spanish
• 3+ years’ experience Advanced knowledge of Microsoft Office

Professional Skills:

• Excellent communication and interpersonal skills and must exhibit a high level of professionalism in all communications.
• Analytical abilities to enable determining cause/effect/resolution for each complaint
• Strong planning and organizational skills
• Self-starter and able to work independently
• Demonstrated outstanding level of professionalism in providing administrative support, including ability to exercise good judgment, discretion, tact, and diplomacy

Working at ICF

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Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: and

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is: