TITLE: Supervisor Case Manager - Bilingual
LOCATION: Nationwide
TRAVEL: Required, potentially extensive at times, based on project need(s)
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 Supervisor Case Manager/Lead Unification Manager will work closely with the Project Director, Regional Coordinator, Reunification 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 Managers (CM)/Unification Specialists (US).
- Review all case summaries submitted by CM/US to ensure they are in alignment with policy and procedures for a safe and efficient reunification.
- Regularly reviews and updates the company case management tracking system CaseWorthy and government case management tracking system (UC Portal).
- Promote productivity and ensure staff meet their performance standards and metrics/goals.
- Hold daily sessions with CM/US 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 CM/US staff is following proper procedures and ORR policy at all times.
- Report any issues with their assigned US staff to the Senior Lead Unification Specialist.
- Frequently and consistently interact with each assigned US 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 Senior Lead and Project Director.
- 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 US staff members.
- Monitors status of cases and elevate issues to Senior Lead and Project Director.
- Assist in vetting sponsors nationwide.
Responsibilities include, but are not limited to:
- Ability to handle crisis intervention, conflict, confrontation or other complex people situations with compassion and decisiveness.
- Experience working with traumatized/exploited children and children with behavioral problems.
- Knowledge of Microsoft Office (Word, Excel, Teams) required.
- Proficiency to easily listen to verbal communication and transcribe and translate that information into clear written error- free communication in English and/or Spanish.
- Demonstrated ability to service a diverse group of clients, to include refugees or other minority families.
- 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.
- Knowledge of state, community, and agency resources for victims of abuse preferred.
- 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.
Minimum Qualifications & Skills
- Bachelor’s degree in social work or an equivalent degree in psychology, sociology, or other relevant behavioral science.
- Two (2) or more years’ supervisory experience.
- ORR experience, preferably doing case management work.
- Bilingual in Spanish and English.
- Available to work a flexible schedule, including nights and weekends.
- Must be able to travel for extended periods of time (up to 100%).
- Licensed Clinical Social Worker (LCSW) or Certified Mental Health Provider (preferred).
- Must possess strong computer skills in MS Office, including Excel, Word, and MS Teams.
- Ability to type 45 wpm.
The Work Environment
- You will be required to complete 2 weeks of training to include webinars.
- The ability to travel is mandatory – All Lead Unification Managers are 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. Employees must be willing and able to travel within 2 weeks of notification.
- Additional travel assignments may be required based on project need, though program leadership will attempt to minimize travel by assigning tasks to those Case Manager/Unification 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 Managers/Unification 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 to support time-sensitive or real-time complex services.
- This position is considered ESSENTIAL. This means the Lead Unification Manager 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.
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
