Case Review Team Supervisor

TITLE: Case Review Team Supervisor

LOCATION: Nationwide

TRAVEL: Minimal (up to 10%)

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

The Case Review Team Supervisor is responsible for managing the day-to-day activities, productivity, and performance of the Case Review Team (CRT). The Case Review Team Supervisor ensures the Case Review Team follows TPG policies, TPG standard operating procedures, Office of Refugee Resettlement policies and procedures and meets case review required timelines. The Case Review Team Supervisor also provides the Case Review Manager with regular reports regarding case management performance, areas of focus, and recommendations for ongoing improvement. Additionally, the Case Review Team Supervisor provides direction for ongoing internal Case Review Team quality performance by reviewing internal errors, processes, and managing improvement initiatives. The Case Review Team Supervisor reports directly to the Quality Control Manager.

What You’ll Do

• Supervise and oversee the TPG Case Review Team.
• Enforce program changes as specified by the Case Review Manager and disseminate guidance to personnel.
• Responsible for overseeing the overall team logistics including scheduling and assisting with hiring. May also manage caseloads to include assigning and reassigning cases as needed.
• Ensure all administrative deliverables are delivered on time, meet required timelines and are within scope and overall operation.
• Ensure ongoing administrative-wide compliance with contract and company policies, procedures, and ORR policies.
• Responsible for the overall implementation of administrative processes, policies, and procedures in support of the contract.
• Responsible for documenting, recording, and maintaining records ensuring that all documentation required is submitted accurately and meets time requirements.
• Compile and prepare audit results and other related reports.
• Present case audit findings, as needed, to stakeholders.
• As a subject matter expert in ORR Policy and case requirements, responsible for providing recommendations and addressing any questions or concerns regarding case review findings and required actions.
• Provide guidance and resolution to case review related questions with proper application of policy and procedures.
• Elevate internal system issues for proper resolution. 
• Maintain approved department schedule and ensure proper scheduling gaps are filled.
• Ensure Case Review Specialists complete a thorough review of assigned cases by managing performance and implementing improvement initiatives as directed by the Manager.
• Promote productivity and ensure staff meet their performance standards and metrics/goals.
• Promote a positive work environment with an emphasis on building high morale.
• Actively collaborate in weekly department meetings, reviewing policy updates from the Office of Refugee Resettlement (ORR), updates internal policies and procedures and encouraging team