Intake and Case Initiation Supervisor

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Intake and Case Initiation Supervisor based in the United States. This supervisory role leads critical intake, data, documentation, and case initiation operations within a federally funded legal services network.You will oversee daily workflows, support coordinator-level staff, and help ensure cases move efficiently from referral through initiation and handoff.The position combines people leadership, operational oversight, quality assurance, and continuous process improvement.You will collaborate with legal service providers, data and technology teams, training staff, and project leadership across a complex service environment.Your work will help strengthen consistency, confidentiality, accountability, and continuity across case-related processes.The ideal candidate is organized, empathetic, adaptable, and comfortable balancing competing priorities in a fast-paced setting.This is a fully remote opportunity with meaningful responsibility for improving systems that support vulnerable populations.