Intake and Case Initiation Supervisor

Accountabilities:

• • Lead day-to-day intake and case initiation operations, including work assignments, queue monitoring, case tracking, data quality reviews, and follow-up on incomplete or inconsistent information.
  • Directly supervise, coach, and develop Intake and Case Initiation Coordinators, providing clear expectations, feedback, training, quality oversight, and performance support.
  • Develop, document, implement, and continuously improve standard operating procedures, checklists, desk guides, templates, escalation protocols, and quality-control processes.
  • Coordinate with legal service providers, network management, data and technology teams, training and communications staff, and project leadership to facilitate consistent case movement from referral through initiation and handoff.
  • Monitor case volumes, queue status, aging, assignment progress, documentation completeness, service continuity indicators, and staffing capacity, providing leadership with concise operational updates and recommendations.
  • Review work for accuracy, completeness, timeliness, confidentiality, and adherence to established procedures, implementing corrective coaching and additional training when needed.
  • Act as the first-line escalation point for complex intake questions, provider data gaps, urgent case initiation requirements, and unusual workflow barriers.
  • Support provider vetting and onboarding by tracking required documentation, training status, rosters, credentials, and approvals while escalating outstanding requirements.
  • Partner with data and technology teams to maintain effective interim tracking tools and support the transition toward longer-term case management solutions.
  • Facilitate meetings, strengthen communication across teams and partners, resolve operational barriers, and promote accountability, responsiveness, equity, confidentiality, and trauma-informed practices.
  • Identify opportunities for continuous improvement and help ensure evolving program requirements are translated into practical, effective workflows.

  Requirements:

  • Bachelor’s degree in human services, social work, legal studies, public administration, public health, business administration, criminal justice, or a related field, plus 2+ years of relevant experience; an equivalent combination of education and experience may also qualify.
  • At least 1 year of experience supervising, leading, training, or coordinating employees, contractors, volunteers, or cross-functional teams.
  • Experience in intake, referral, case coordination, provider coordination, customer support, program operations, data quality, or workflow implementation within a complex environment.
  • Demonstrated experience developing or improving procedures, desk guides, trackers, status reports, quality checks, training materials, or other operational documentation.
  • Experience communicating operational performance, staffing requirements, risks, barriers, and process-improvement recommendations to leadership.
  • Experience in federally or grant-funded programs, public-sector environments, legal services, immigrant or refugee services, child welfare, juvenile justice, healthcare, behavioral health, or other human services is preferred.
  • Familiarity with ORR programs, unaccompanied children, immigration legal services, provider networks, or post-release service continuity is strongly preferred.
  • Strong written and verbal communication skills, sound judgment, and the ability to collaborate effectively across multiple teams and priorities.
  • Excellent organization and time-management skills, with the ability to assign work, manage deadlines, multitask, and resolve operational issues in a fast-moving environment.
  • Demonstrated ability to supervise and develop staff, establish expectations, provide constructive feedback, and promote consistent performance.
  • Proficiency with Microsoft Office, including Outlook, Word, Excel, Teams, and SharePoint, or comparable collaboration and reporting tools.
  • Strong understanding of confidentiality, data privacy, information security, and requirements for protecting sensitive client information.
  • Collaborative, adaptable, detail-oriented, and solutions-focused leadership style.

  Benefits:

  • Salary: $74,090–$125,954 USD annually, with final compensation determined by factors including experience, skills, certifications, education, geographic location, and applicable contract requirements.
  • Work arrangement: Fully remote, nationwide within the United States.
  • Full-time employment with an opportunity to lead a mission-driven operational function.
  • Opportunities to supervise, mentor, and develop a team while contributing to process improvement and program implementation.
  • Work alongside cross-functional teams spanning legal services, data, technology, training, and program operations.
  • Supportive environment focused on collaboration, accountability, equity, confidentiality, and continuous improvement.
  • Reasonable accommodations available throughout the application and employment process for qualified individuals.