Intake and Case Initiation Supervisor
New
J
JobgetherLegal Services
Nationwide within the United StatesFull-TimeManager
Salary74,090 - 125,954 USD per year
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Job Details
- Experience
- Bachelor’s degree plus 2+ years of relevant experience; an equivalent combination of education and experience may also qualify.
- Required Skills
- SharePointMicrosoft ExcelMicrosoft Office
Requirements
- Bachelor’s degree in human services, social work, legal studies, public administration, or a related field, plus 2+ years of relevant experience.
- 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, or program operations within a complex environment.
- Demonstrated experience developing or improving procedures, desk guides, trackers, status reports, or quality-control processes.
- Experience communicating operational performance, risks, and process-improvement recommendations to leadership.
- Strong proficiency with Microsoft Office, including Outlook, Word, Excel, Teams, and SharePoint.
- Strong understanding of confidentiality, data privacy, information security, and protection of sensitive client information.
- Excellent organization and time-management skills with the ability to manage deadlines and multitask in a fast-paced environment.
- Experience in federally or grant-funded programs, public-sector environments, or legal services is preferred.
- Familiarity with ORR programs, unaccompanied children, immigration legal services, or provider networks is strongly preferred.
Responsibilities
- 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, and project leadership to facilitate consistent case movement.
- Monitor case volumes, queue status, and staffing capacity, providing leadership with operational updates and recommendations.
- Act as the first-line escalation point for complex intake questions, provider data gaps, and unusual workflow barriers.
- Partner with data and technology teams to maintain effective tracking tools and support the transition toward longer-term case management solutions.
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