Intake and Case Initiation Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily intake and case initiation processes, which include assigning work, monitoring queues, tracking, reviewing data quality, and following up on any missing or inconsistent information.

• Manage, mentor, and assist coordinator-level personnel.

• Create, document, implement, and enhance standard operating procedures, checklists, desk guides, templates, escalation protocols, and quality review processes.

• Collaborate with network management, legal service providers, facilities, data and workflow teams, training and communications personnel, and project leadership.

• Track case volume, queue status, case aging, assignment status, documentation completeness, service continuity indicators, staffing capacity, and other operational metrics.

• Compile succinct updates, risks, and recommendations for leadership.

• Evaluate coordinator work for accuracy, completeness, timeliness, confidentiality, and compliance with established procedures.

• Offer feedback, training, and corrective coaching.

• Act as the initial escalation point for complex intake inquiries, provider data discrepancies, urgent case initiation requirements, unusual workflow obstacles, and issues necessitating leadership or client review.

• Assist in provider vetting and onboarding by managing documentation tracking, completeness checks, training status, roster upkeep, and escalating any missing credentials or approvals.

• Collaborate with data and technology teams to sustain interim tracking tools and prepare workflows for transition to a long-term case management solution.

• Attend and lead meetings to enhance collaboration, address operational challenges, clarify decisions, and foster communication among teams and partners.

• Champion accountability, responsiveness, confidentiality, equity, trauma-informed engagement, and continuous quality enhancement.

• Carry out other supervisory, operational, documentation, and implementation support tasks as assigned.

• Report to the Network Manager and provide direct supervision, work assignments, coaching, quality oversight, and performance support to Intake and Case Initiation Coordinators, as well as potentially other operational support staff.

⛳️ Requirements

• Bachelor's degree in human services, social work, legal studies, public administration, public health, business administration, criminal justice, or a related discipline, with 2+ years of relevant experience; or a comparable combination of education and experience.

• 1+ years of experience supervising, leading, training, or coordinating staff, contractors, volunteers, or cross-functional teams.

• Experience in managing intake, referrals, case coordination, provider coordination, customer support, program operations, data quality, or workflow implementation in a complex setting.

• Proven experience in developing or refining procedures, desk guides, trackers, status reports, quality checks, training materials, or other operational documentation.

• Experience in communicating operational status, staffing requirements, risks, barriers, and process improvement suggestions to project leadership.

• Background in federally funded, grant-funded, public-sector, legal services, immigrant or refugee services, child welfare, juvenile justice, healthcare, behavioral health, or other human services programs is preferred.

• Familiarity with ORR programs, unaccompanied children, immigration legal services, provider networks, or service continuity post-release is strongly preferred.

• Excellent written and verbal communication skills, sound judgment, and the ability to communicate effectively across teams, partners, tasks, and projects.

• Detail-oriented and organized, with the ability to assign tasks, manage multiple priorities, adhere to deadlines, and resolve operational challenges in a fast-paced environment.

• Capability to supervise and develop staff, document expectations, provide constructive feedback, and support consistent team performance.

• Understanding of intake, referral, case initiation, provider coordination, data quality, workflow implementation, and continuous quality improvement processes.

• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and SharePoint or similar collaboration, tracking, and reporting tools.

• Ability to safeguard sensitive information and ensure compliance with confidentiality, data privacy, information security, and client-specific requirements.

• Collaborative, adaptable, and solutions-oriented leadership skills.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

• Confidential handling of accommodation information.