Case Manager

Summary This position is located in the Department of Health and Human Services, Administration for Children and Families, headquartered in Washington, District of Columbia. This announcement will close at 11:59 PM, on the day that 100 applications have been received or the closing date of the announcement, whichever comes first. Responsibilities WHAT YOU'LL BE DOING DAY TO DAY As a Case Manager, you will use your knowledge and experience to optimize business results and customer experience by: Receiving, reviewing, and evaluating complaints, inquiries, and submissions from stakeholders regarding the care, safety, and well-being of unaccompanied alien children; determining whether concerns warrant investigation, referral, or other Ombuds action. Conducting investigations through site visits, record reviews, document analysis, and interviews; communicating effectively in English and a primary language spoken by unaccompanied children to gather facts and facilitate stakeholder engagement while safeguarding sensitive information. Analyzing evidence and investigative findings; preparing comprehensive, objective investigative reports documenting facts, stakeholder perspectives, findings, and recommendations for resolution, compliance, and program improvement. Collaborating with Ombuds leadership, care providers, Office of Refugee Resettlement (ORR) officials, and internal and external stakeholders to coordinate investigations, communicate findings, resolve concerns, and support program objectives. Requirements Conditions of Employment Qualifications WHAT WE ARE LOOKING FOR Basic Qualifications: You must possess one of the items listed below. Degree: behavioral or social science; or related disciplines appropriate to the position. -OR- Combination of education and experience that provided the applicant with knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. -OR- Four years of appropriate experience that demonstrated that the applicant has acquired knowledge of one or more of the behavioral or social sciences equivalent to a major in the field. In addition to meeting the basic requirement above, to qualify for this position you must also meet the qualification requirements listed below: Minimum Qualifications: You must have one year specialized experience to perform successfully the duties of the position. To be creditable, specialized experience must have been equivalent to at least the GS-11 grade level in the Federal service performing ALL of the following: Receiving and reviewing complaints and intakes related to unaccompanied alien children or other vulnerable populations in immigration custody to identify matters for further review. Assisting with investigative reviews, involving sensitive information related to the care of unaccompanied alien children or other vulnerable populations in immigration custody, which may include conducting site visits, interviews, and analyzing case records Collecting, organizing, and documenting information and evidence to support the preparation of objective investigative reports, summaries, and recommendations. Coordinating with stakeholders, such as unaccompanied alien children, family members, residential care provider staff, other service providers, and government employees, to support investigative reviews. Documenting experience: IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Qualifications are based on breadth/level of experience. In addition to describing duties performed, applicants must provide the exact dates of each period of employment (from MM/YY to MM/YY) and the number of hours worked per week if part time. As qualification determinations cannot be made when resumes do not include the required information, failure to provide this information may result in disqualification. Applicants are encouraged to use the USAJOBS Resume Builder to develop their federal resume. Do not copy and paste the duties, specialized experience, or occupational application questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description. Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the "percentage of times" the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above. Experience refers to paid and unpaid experience, including volunteer work done through national Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to gain employment. You will receive credit for all qualifying experience, including volunteer experience. If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited. OPM Qualification General Policies Website Education Foreign Education: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: Note: Applications can be accepted from students who expect to complete qualifying education within 9 months from the date of application. Education was completed successfully before the applicant can be appointed. Additional Information THINGS YOU NEED TO KNOW Incentives may be authorized; however, this is contingent upon multiple factors, including funds availability. If authorized, certain incentives may require you to sign a service agreement to remain in the Federal government for a period of up to 3 years. Note: This statement does not imply nor guarantee an incentive will be offered and paid. Incentives may include the following: moving expenses, recruitment or relocation incentive; student loan repayment, superior qualifications appointment, creditable service for annual leave for prior non-federal work experience or prior uniformed military service, etc. Bargaining Unit Position: No Research position: No Drug Screening Required: No Applicants selected for this position will be subject to reasonable suspicion and post-accident drug testing upon hiring. In accordance with Executive Order 12564 of September 14, 1986, The Department of Health and Human Services (HHS) is A Drug-Free Federal Workplace. The use of illegal drugs, on or off duty, by Federal employees is inconsistent not only with the law-abiding behavior expected of all citizens, but also with the special trust placed in such employees as servants of the public. Veterans' Preference - Career Transition Assistance Program/Interagency Career Transition Assistance Program (CTAP/ICTAP): For information on how to apply as an CTAP/ICTAP eligible see To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85.0 or above on the rating criteria for this position. Reemployment Priority List (RPL): To receive selection priority for this position, individuals on the RPL must meet the qualification requirements, complete all required assessments and be rated as qualified. RPL candidates are ranked using Category Rating procedures. Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Human Resources Office. For Résumé Tips visit: For Application Tips visit: For additional information about USAJOBS visit the Help Center: For resume writing guidance, please visit the USAJobs Resource Center or view their video tutorial. For Most Effective Resumes Tips visit: