Case Review Team Supervisor

TITLE: Case Review Team Supervisor

LOCATION: Nationwide

TRAVEL: Minimal (up to 10%)

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About the Team

We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you’ll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today’s most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you’ll appreciate the professionalism and dedication of those you stand beside every day.

About the Role – Who You’ll Work With

The Case Review Team Supervisor is responsible for managing the day-to-day activities, productivity, and performance of the Case Review Team (CRT). The Case Review Team Supervisor ensures the Case Review Team follows TPG policies, TPG standard operating procedures, Office of Refugee Resettlement policies and procedures and meets case review required timelines. The Case Review Team Supervisor also provides the Case Review Manager with regular reports regarding case management performance, areas of focus, and recommendations for ongoing improvement. Additionally, the Case Review Team Supervisor provides direction for ongoing internal Case Review Team quality performance by reviewing internal errors, processes, and managing improvement initiatives. The Case Review Team Supervisor reports directly to the Quality Control Manager.

What You’ll Do

• Supervise and oversee the TPG Case Review Team.
• Enforce program changes as specified by the Case Review Manager and disseminate guidance to personnel.
• Responsible for overseeing the overall team logistics including scheduling and assisting with hiring. May also manage caseloads to include assigning and reassigning cases as needed.
• Ensure all administrative deliverables are delivered on time, meet required timelines and are within scope and overall operation.
• Ensure ongoing administrative-wide compliance with contract and company policies, procedures, and ORR policies.
• Responsible for the overall implementation of administrative processes, policies, and procedures in support of the contract.
• Responsible for documenting, recording, and maintaining records ensuring that all documentation required is submitted accurately and meets time requirements.
• Compile and prepare audit results and other related reports.
• Present case audit findings, as needed, to stakeholders.
• As a subject matter expert in ORR Policy and case requirements, responsible for providing recommendations and addressing any questions or concerns regarding case review findings and required actions.
• Provide guidance and resolution to case review related questions with proper application of policy and procedures.
• Elevate internal system issues for proper resolution. 
• Maintain approved department schedule and ensure proper scheduling gaps are filled.
• Ensure Case Review Specialists complete a thorough review of assigned cases by managing performance and implementing improvement initiatives as directed by the Manager.
• Promote productivity and ensure staff meet their performance standards and metrics/goals.
• Promote a positive work environment with an emphasis on building high morale.
• Actively collaborate in weekly department meetings, reviewing policy updates from the Office of Refugee Resettlement (ORR), updates internal policies and procedures and encouraging team collaboration/sharing best practices.
• Ensure Case Review Specialists follow proper TPG policies, TPG standard operating procedures and ORR policies and procedures at all times.
• On a regular basis, conduct one-to-one supervision/performance meetings with Lead Case Review Specialists they supervise.
• Report concerns to the Manager and ensure concerns are properly addressed and resolved.
• Frequently and consistently interact with the Case Review Team throughout the shift to check on caseload progress, identify needed support, answer questions, address concerns, work through case complexities, etc.
• Conduct orientation and on-the-job training for new staff.
• Manage and approve time sheets and leave requests on a weekly basis.
• Perform related duties as assigned, within your scope of practice – management reserves the right to revise these duties as necessary.
• Duties are performed via a government approved computer system.  Employees are required to possess strong computer skills in MS Word and Excel.

Minimum Qualifications & Skills

• Bachelor’s degree in social work or an equivalent degree in psychology, sociology, or other relevant behavioral science.
• Two (2) or more years of ORR Case Management experience.
• Two (2) or more years’ supervisory experience (ORR management experience preferred).
• Bilingual in Spanish and English.
• Ability to handle crisis intervention, conflict, confrontation or other complex interpersonal situations with compassion and decisiveness.
• Ability to collaborate across all operational support areas to ensure company best practices are continuously incorporated and consistently executed across the program.
• Must be available to work a flexible work schedule which may include working hours other than regular work schedule, including evenings, weekends, and holidays.
• Demonstrated ability to take initiative and recommend solutions to improving operational processes.
• Requires strong communication skills, both written and verbal, customer service skills and the ability to help influence others.
• Strong organizational skills, accuracy, and attention to details.
• Must have investigative, analytical skills, and report writing experience.
• Requires initiative, flexibility, and skills necessary to effectively handle and manage various levels of company and government tasks.
• Demonstrated ability to service a diverse group of clients, including refugees or other minority families.
• Aptitude to work cross functionally with TPG personnel and Social Services agencies to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly to perform data entry.
• Ability to work independently in the field and exercise a high level of confidentiality.
• Knowledge of state, community, and agency resources for victims of abuse preferred.
• Licensed Clinical Social Worker (LCSW) or Certified Mental Health Provider (preferred).
• Duties are performed via a government computer system. Employees must possess strong computer skills in MS Office, including Excel, Word, and MS Teams.
• Ability to type 55 wpm.

The Work Environment 

• The ability to travel is mandatory – The Case Review Team Supervisor may be required to support a TDY assignment on-site for a minimum of 30-days, with the option for the company to extend in 30-day increments.
• Additional travel assignments may be required based on project need, though program leadership will attempt to minimize travel by assigning tasks to those Lead Case Review Specialists who reside closest to the site where a support need exists.
• Tasks/assignments are dynamic and will change based on client needs and resource availability, meaning Case Review Team Supervisor are expected to provide additional administrative support, including the completion of data entry, as required.
• Potential to support some home office work, based on project need and workload. This option is only available if you are not required to support a contract within close proximity to your home or required to TDY. When not working in-person, you must have a dedicated home workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.

Work Schedule

• This is a full-time position that typically works 9:00am - 6:00pm EST, Monday through Friday. Hours may vary depending on needs and may at times include travel, evenings, or weekends to meet specific project requirements.
• Due to the importance of this position, employees supporting this contract may be required to work extended hours including evening work, support on-call assignments, and work weekends to support time-sensitive or real-time complex services.
• This position is considered ESSENTIAL – Case Review Team Supervisor is required to report and work during emergencies or crises, including inclement weather, natural and man-made disasters, etc. 

Conditions of Employment

• A rigorous culture and competency testing process, if required.
• Complete a Drug Test.
• A valid U.S. Driver's License.
• Must be at least 21 years of age.
• Have the ability to obtain a Public Trust Clearance.
• Available to travel as necessary.

Security Clearance/Background Check Requirements

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Internal background check to the satisfaction of contract requirements.
• Child Abuse/Neglect Report (CAN) or child protective services check with no adverse findings.
• Must be a U.S. Citizen or Permanent Resident.
• U.S. Residency requirement - 3 consecutive years in the last 5 years.

Physical Requirements/Working Conditions

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com