Case Management Processing Supervisor

Job Description

Job Description

About this position: Case Management Processing Supervisor in El Paso, TX

The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are not intended to reflect all duties performed within the job. Other duties may be assigned. To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Applicants will be notified via email or phone within ten business days regarding application status.

Essential Duties & Responsibilities

·         Supervise daily case processing operations and assigned Case Processing Specialists. Allocate work, establish priorities, and monitor completion against government direction, contract requirements, and operational deadlines.

·         Plan staffing coverage, daily assignments, and surge support. Review attendance, timekeeping, leave requests, and overtime needs within delegated authority and coordinate unresolved staffing concerns with management.

·         Oversee case preparation, docket tracking, data entry, records maintenance, and file accountability. Ensure assigned staff use current procedures, checklists, and authorized systems.

·         Conduct quality reviews of case files, A-files, system entries, court documentation, and removal or transfer packets. Identify errors, return work for correction, and verify corrective action.

·         Monitor pending actions, hearing schedules, missing records, aging cases, and processing backlogs. Rebalance assignments and escalate urgent matters, capacity constraints, and unresolved discrepancies.

·         Coordinate administrative support with designated ICE personnel and, as assigned, OPLA, EOIR, USCIS, consular officials, custody, medical, and property personnel. Keep management informed of operational requirements and barriers.

·         Oversee administrative preparation for removals and transfers, including travel documents, manifests, release forms, and confirmation of required medication supply and property readiness with responsible personnel.

·         Verify that completed departure documentation, including signed Form I-205, is reviewed and filed. Oversee authorized case closure entries and transfer of completed files to the designated records repository.

·         Train and onboard assigned staff on case processing workflows, data accuracy, records handling, system use, confidentiality, and escalation procedures. Document training and assess employee proficiency.

·         Provide coaching, establish performance expectations, complete evaluations, and address performance or conduct concerns. Coordinate corrective action with management and Human Resources under company procedures.

·         Prepare workload, productivity, quality, staffing, and backlog reports. Analyze recurring errors and recommend improvements to processing methods, training, and resource use.

·         Implement approved process changes and maintain current operating instructions. Support inspections, audits, records requests, and corrective action tracking.

·         Enforce authorized access, disclosure, storage, retention, and information security procedures. Promptly report suspected privacy or security incidents through designated channels.

·         Perform case processing duties when needed to maintain coverage or resolve complex administrative issues. Provide surge and after-hours support as assigned.

·         Keep administrative support within the limits of contractor authority. Elevate matters requiring legal interpretation, adjudication, custody decisions, or law enforcement action to designated government personnel.

Required (Minimum Necessary) Qualifications

·                     Education Requirements: Associate degree or bachelor’s degree from an accredited institution.

·                     Minimum three years of progressively responsible experience in immigration case processing, detention        records, law enforcement records, docket management, or a closely related field.

·                     Minimum one year of supervisory or team lead experience assigning work, reviewing quality, training employees, and monitoring performance. This experience may be included within the three-year requirement.

·                     Experience reviewing sensitive case documentation, maintaining electronic records, and coordinating work with government or operational personnel.

Knowledge, Skills, Abilities, and Other Characteristics

·         Working knowledge of immigration case processing workflows, docket coordination, records accountability, and removal or transfer documentation.

·         Ability to supervise staff, delegate assignments, balance workloads, and maintain accurate and timely processing in a high volume environment.

·         Ability to evaluate documentation and system entries, identify recurring errors, and implement approved corrective measures.

·         Ability to train employees, provide clear feedback, document performance, and apply company procedures consistently.

·         Ability to interpret operating instructions and contract requirements and identify matters requiring government or management direction.

·         Knowledge of organizational procedures and workflows – understanding how work moves through a company.

·         Basic knowledge of relevant technologies or tools – e.g., Microsoft 365, communication platforms, or industry‑standard software.

·         Knowledge of customer service practices – principles of providing quality service and managing inquiries professionally.

·         Knowledge of data privacy and confidentiality principles – awareness of proper handling of sensitive information.

·         Communication skills (written and verbal) – ability to convey information clearly and professionally.

·         Time management and prioritization – balancing multiple tasks and meeting deadlines.

·         Problem‑solving and critical thinking – analyzing issues and selecting appropriate solutions.

·         Interpersonal and teamwork skills – building rapport and collaborating effectively with others.

·         Attention to detail – producing accurate, error‑free work.

Preferred

·                     Bachelor’s degree in Business Administration, Criminal Justice, Public Administration, or a related field.

·                     Supervisory experience supporting ICE, DHS, or another federal case processing operation.

·                     Experience with quality assurance, audit preparation, workload analysis, and process improvement.

·                     English and Spanish language proficiency.

Necessary Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Employees must always maintain a constant state of mental alertness. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Work is primarily performed in an office or case processing area within a federal detention operation. Duties may involve controlled access areas and interaction with individuals in custody and government personnel. Employees must follow facility access, security, emergency, and safety procedures. Shift work, weekends, holidays, overtime, and after-hours surge support may be required based on operational and contractual needs

Supervisory Responsibilities

·         This position will have supervisory responsibilities.

·         Directly supervises assigned Case Processing Specialists. Responsibilities include work assignments, scheduling and coverage coordination, training, quality review, performance evaluations, and recommendations concerning hiring and corrective action within delegated company authority. Government personnel retain responsibility for government decisions and law enforcement actions.

DOT Covered/Safety-Sensitive Role Requirements

·         This position is not subject to federal requirements regarding Department of Transportation “safety-sensitive” functions.

Additional Qualifying Factors

As a condition of employment, you will be required to pass a pre-employment drug screening and have acceptable background check results. If applicable to the contract, you must also obtain and maintain the appropriate clearance levels required and must also be able to obtain access to military installations.

Shareholder Preference

BSNC gives hiring, promotion, training, and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

Bering Straits Native Corporation is an equal opportunity employer.  All applicants will receive consideration for employment without regard to any status protected by state or federal law, or any other basis prohibited by law.