Intake and Case Initiation Supervisor

The Intake and Case Initiation Coordinator Supervisor is responsible for leading coordinator-level intake, data, provider documentation, and case initiation functions for a federally funded legal services network serving unaccompanied children. The supervisor translates program and client requirements into practical workflows, monitors daily operations and quality, supports staff development, and coordinates with legal service providers, data and technology teams, and project leadership to ensure timely, consistent, confidential, and accountable case initiation.

Major Duties/Responsibilities

• Lead day-to-day intake and case initiation operations, including work assignment, queue monitoring, case initiation tracking, data quality review, and follow-up on missing or inconsistent information.

• Supervise, coach, and support coordinator-level staff responsible for intake forms, data entry protocols, case initiation steps, trackers, provider handoffs, and operational documentation.

• Develop, document, implement, and continuously improve standard operating procedures, checklists, desk guides, templates, escalation rules, and quality review routines.

• Coordinate with network management, legal service providers, facilities, data and workflow teams, training and communications staff, and project leadership to support consistent case movement from referral through initiation and handoff.

• Monitor case volume, queue status, case aging, assignment status, documentation completeness, service continuity indicators, staffing capacity, and other operational measures; prepare concise updates, risks, and recommendations for leadership.

• Review coordinator work for accuracy, completeness, timeliness, confidentiality, and adherence to approved procedures; provide feedback, training, and corrective coaching as needed.

• Serve as the first-line escalation point for complex intake questions, provider data gaps, urgent case initiation needs, unusual workflow barriers, and matters requiring leadership or client review.

• Support provider vetting and onboarding by overseeing documentation tracking, completeness checks, training status, roster maintenance, and escalation of missing credentials or approvals.

• Partner with data and technology teams to maintain effective interim tracking tools and prepare workflows for transition into the longer-term case management solution.

• Attend and facilitate meetings to strengthen collaboration, resolve operational barriers, clarify decisions, and support effective communication across project teams and partners.

• Promote accountability, responsiveness, confidentiality, equity, trauma-informed engagement, and continuous quality improvement in all intake and case initiation activities.

Required Qualifications

• Bachelor’s degree in human services, social work, legal studies, public administration, public health, business administration, criminal justice, or a related field, with 2+ years of relevant experience; or an equivalent combination of education and experience.

• 1+ years of experience supervising, leading, training, or coordinating the work of staff, contractors, volunteers, or cross-functional teams.

• Experience managing intake, referral, case coordination, provider coordination, customer support, program operations, data quality, or workflow implementation in a complex environment.

• Experience developing or improving procedures, desk guides, trackers, status reports, quality checks, training materials, or other operational documentation.

• Experience communicating operational status, staffing needs, risks, barriers, and process improvement recommendations to project leadership.

• Experience in federally funded, grant-funded, public-sector, legal services, immigrant or refugee services, child welfare, juvenile justice, healthcare, behavioral health, or other human services programs is preferred.

• Familiarity with ORR programs, unaccompanied children, immigration legal services, provider networks, or service continuity after release is strongly preferred.

• Perform other supervisory, operational, documentation, and implementation support duties as assigned.

Professional Qualifications:

• Strong written and oral communication skills, sound judgment, and the ability to communicate effectively across teams, partners, tasks, and projects.

• Detail-oriented and organized, with demonstrated ability to assign work, manage multiple priorities, monitor deadlines, and resolve operational problems in a fast-paced environment.

• Ability to supervise and develop staff, document expectations, provide constructive feedback, and support consistent team performance.

• Understanding of intake, referral, case initiation, provider coordination, data quality, workflow implementation, and continuous quality improvement processes.

• Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, Teams, and SharePoint or comparable collaboration, tracking, and reporting tools.

• Ability to protect sensitive information and ensure compliance with confidentiality, data privacy, information security, and client-specific requirements.

• Collaborative, adaptable, and solutions-oriented team leader who can work effectively as requirements and implementation needs evolve.

Reporting Structure:

• Supervision received: Receives supervision from the Network Manager.

• Supervision exercised: Provides direct supervision, work assignment, coaching, quality oversight, and performance support to Intake and Case Initiation Coordinators and may coordinate the work of other operational support staff.

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact View email address on us.fitly.work for assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email View email address on us.fitly.work and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at View email address on us.fitly.work . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$74,090.00 - $125,954.00Nationwide Remote Office (US99)