Intake and Case Initiation Supervisor
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Job Description
ICF supervisor leading federally funded legal-services intake and case initiation for unaccompanied children. Managing coordinators, workflows, data quality, provider handoffs, and operational reporting nationwide.
Responsibilities:
- Lead day-to-day intake and case initiation operations, including work assignment, queue monitoring, tracking, data quality review, and follow-up on missing or inconsistent information
- Supervise, coach, and support coordinator-level staff
- Develop, document, implement, and improve standard operating procedures, checklists, desk guides, templates, escalation rules, and quality review routines
- Coordinate with network management, legal service providers, facilities, data and workflow teams, training and communications staff, and project leadership
- Monitor case volume, queue status, case aging, assignment status, documentation completeness, service continuity indicators, staffing capacity, and other operational measures
- Prepare concise updates, risks, and recommendations for leadership
- Review coordinator work for accuracy, completeness, timeliness, confidentiality, and adherence to approved procedures
- Provide feedback, training, and corrective coaching
- Serve as first-line escalation point for complex intake questions, provider data gaps, urgent case initiation needs, unusual workflow barriers, and matters requiring leadership or client review
- Support provider vetting and onboarding through documentation tracking, completeness checks, training status, roster maintenance, and escalation of missing credentials or approvals
- Partner with data and technology teams to maintain interim tracking tools and prepare workflows for transition into the longer-term case management solution
- Attend and facilitate meetings to strengthen collaboration, resolve operational barriers, clarify decisions, and support communication across teams and partners
- Promote accountability, responsiveness, confidentiality, equity, trauma-informed engagement, and continuous quality improvement
- Perform other supervisory, operational, documentation, and implementation support duties as assigned
- Receive supervision from the Network Manager and provide direct supervision, work assignment, coaching, quality oversight, and performance support to Intake and Case Initiation Coordinators and 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 field, with 2+ years of relevant experience; or an equivalent combination of education and experience
- 1+ years of experience supervising, leading, training, or coordinating staff, contractors, volunteers, or cross-functional teams
- Experience managing intake, referral, case coordination, provider coordination, customer support, program operations, data quality, or workflow implementation in a complex environment
- Experience developing or improving procedures, desk guides, trackers, status reports, quality checks, training materials, or other operational documentation
- Experience communicating operational status, staffing needs, risks, barriers, and process improvement recommendations to project leadership
- Experience 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 preferred
- Familiarity with ORR programs, unaccompanied children, immigration legal services, provider networks, or service continuity after release strongly preferred
- Strong written and oral communication skills, sound judgment, and ability to communicate effectively across teams, partners, tasks, and projects
- Detail-oriented and organized, with ability to assign work, manage multiple priorities, monitor deadlines, and resolve operational problems in a fast-paced environment
- Ability 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 comparable collaboration, tracking, and reporting tools
- Ability to protect sensitive information and ensure compliance with confidentiality, data privacy, information security, and client-specific requirements
- Collaborative, adaptable, and solutions-oriented team leadership abilities
Benefits:
- Equal opportunity employer
- Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
- Confidential handling of accommodation information
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