TITLE: Lead Case Specialist
LOCATION: Nationwide
TRAVEL: Required, potentially extensive at times, based on project need(s)
This is a part-time position, working on an as needed basis, requiring approximately 40 hours per week, which will include nights, weekends, and/or holidays
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
TPG Lead Case Specialists will work closely with the Administrative Manager, Project Director, Regional Coordinators, Lead Unification Manager, Clinical Services, potential sponsors, other workers/staff, or stakeholders as applicable and in collaboration with the U.S. Department of Health & Human Services (HHS), Office of Refugee Resettlement’s (ORR) Reunification Management Unit and its care providers.
What You’ll Do
Provide oversight and execution of daily operations to ensure work is completed on schedule, within budget and to specified quality standards to assigned Case Specialists (CS).
Review all documentation submitted by CS to ensure they are in alignment with policy and procedures for a safe and efficient reunification.
Regularly reviews documents submitted by CS and uploaded to government case management tracking system (UC Portal).
Promote productivity and ensure staff meet their performance standards and metrics/goals.
Hold daily sessions with CS team to check on caseload progress, discuss any policy changes from the Office of Refugee Resettlement (ORR), and answer questions.
Promote positive environment with an emphasis on building high morale; offer words of encouragement to assigned US team and make them feel valued and appreciated; promote collaboration.
Ensure CS staff is following proper procedures and ORR policy at all times.
Report any issues with their assigned CS to the Administrative Manager.
Frequently and consistently interact with each assigned CS staff member throughout the shift to see if they need assistance, have any questions, or address roadblocks and issues on a case, etc.
Provides recommendations for updates to SOPs and training to Administrative Manager.
Assists with the development and refinement of policy interpretation, guidelines, and procedures that will improve or enhance service delivery of the program.
Conducts orientation and on-the-job training for CS staff members.
Monitors status of cases and elevate issues to the Administrative Manager.
Assist in vetting sponsors nationwide.
Minimum Qualifications & Skills
Bilingual in Spanish and English
Two (2) or more years’ supervisory experience
Two (2) or more years’ Case Specialist experience
Experience working with Government Clients, preferably ORR, FEMA, HHS, and/or DH
Experience working with refugees under the age of 17
Demonstrated ability to service a diverse group of clients, to include refugees or other minority families
Experience working with traumatized/exploited children and children with behavioral problems
Knowledge of state, community, and agency resources for victims of abuse preferred
Proficiency to easily listen to verbal communication and transcribe and translate that information into clear written error- free communication in English and/or Spanish
Ability to handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness
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
Duties are assigned via a government approved computer system. Employees are required to possess strong computer skills in MS Word and Excel.
Perform related duties as assigned, within your scope of practice – management reserves the right to revise these duties as necessary
Must possess strong computer skills in MS Office, including Excel, Word, Teams
Ability to type 45 wpm
The Work Environment
You will be required to complete 2 weeks of mandatory online training, to include webinars, self-paced training, and web-based workshops.
Travel assignments may be required based on project need, though program leadership will attempt to minimize travel by assigning tasks to those 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 Lead Case Specialists are expected to provide additional administrative support, including the completion of data entry and intake paperwork, as required
Hybrid work schedule (onsite/remote):
When working within 30 miles of an office, you will be required to work in office as agreed upon by the management team
Additionally, there is 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
Work Schedule:
Due to the importance of this position, employees supporting this contract can be required to work extended hours to include evening work, on-call, and weekends/holidays to support time-sensitive or real-time complex services.
This position is considered ESSENTIAL. This means the Lead Case Specialists will be required to work during emergency or crisis situations, including inclement weather, natural and man-made disasters, etc.
Condition of employment:
Complete a rigorous culture and competency testing process.
Complete a Drug Test.
Must be at least 21 years of age.
A valid US Driver’s license.
Available to travel as necessary.
Internal background check to the satisfaction of contract requirements.
Security Clearance Requirements
Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information including, but not limited to, a Tier II security clearance.
Must be a U.S Citizen or Permanent Resident.
Residency requirement – applicants must have resided in the United States for three out of the last five years.
Physical Demands
Standing/Walking/Mobility: Must have mobility to attend meeting 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.
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
