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 Manager is responsible for managing the day to day activities, productivity, and performance of the Case Review Team (CRT). The Case Review Manager ensures the Case Review Team follows TPG policies, TPG standard operating procedures, Office of Refugee Resettlement policies and procedures and meet case review required timelines. The Case Review Manager also provides management with regular reports regarding Sponsor Services performance, areas of focus, and recommendations for ongoing improvement. Additionally, the Case Review Manager provides direction for ongoing internal Case Review Team quality performance by reviewing internal errors, processes, and managing improvement initiatives. The Case Review Manager reports directly to the Quality Manager (QM).
What You’ll Do
Manage and supervise the TPG Case Review Team.
Responsible for managing the overall team logistics including scheduling and 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.
Ensures section of responsibility follows quality control standards, training and contractual requirements.
Enforce program changes as specified by the Quality Manager and disseminate guidance to personnel.
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.
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. As needed, elevates complexities to Quality Manager for guidance.
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.
Promote productivity and ensure staff meet their performance standards and metrics/goals.
Promote a positive work environment with an emphasis on building high morale.
Responsible for preparing and presenting internal and external reports such as audit trend data, remands, and other audit findings.
Active collaborator in weekly department meetings, reviewing policy updates from the Office of Refugee Resettlement (ORR), updates to in internal policies and procedures and encouraging team collaboration/sharing best practices.
Work collaboratively with the Field Leadership and Field Operations.
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 Quality 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.
Conducts orientation and on-the-job training for staff.
Manages and approves timesheets 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, Psychology, Sociology or other relevant Behavioral Science
Master's degree in Social Work or any related field (preferred)
ORR Experience – Minimum Three (3) years’ experience as a Case Manager supporting ORR or similar contract.
Must have: Minimum 2 years of supervisory experience. Advanced degree can substitute 1 year of supervisory experience.
Experience in generating reports for performance and other metric tracking.
Bilingual in Spanish and English.
Available to work a flexible schedule, which will include nights, weekends, and holidays.
Available to travel 100% of the time for extended periods of time (30 days plus)
Experience working with Government Clients, preferably ORR, FEMA, HHS, and/or DHS.
Must possess strong computer skills in MS Office, including Excel, Word, Teams
The Work Environment
You will be required to complete 2 weeks of training to include webinars and in-person sessions on-site, Temporary Duty Travel (TDY).
The ability to travel is mandatory – The Case Review Manager 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 Manager 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.
Work Schedule
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 Manager 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 US Driver's License
Must be at least 21 years of age
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.
Must be a U.S Citizen or Permanent Resident.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Business Consulting and Services
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