Case Research & Coordination Lead - Human Services Program - Remote
RemoteUnited States
Job Summary
Lead daily operations of address research, verification, and case coordination, setting work queue priorities and balancing workload across analysts. Oversee address development and verification using approved tools to ensure determinations are documented with confidence scoring. Review and approve case determinations, escalations, and rework, serving as the escalation point for complex or high-priority cases. Coordinate case movement through research, field assignment, quality review, and reporting stages, directing routing based on geography, urgency, and operational capacity. Monitor 10-calendar-day timeliness deadlines, identify at-risk cases, and drive corrective action. Supervise and train Address Research/Location Analysts, monitor performance against accuracy and timeliness standards, and maintain accurate documentation in approved systems. Partner with program leadership, field operations, and quality review to support timely case progression while protecting sensitive participant and government information.
Required Qualifications
- High school diploma or equivalent
- Minimum three years of experience in records research, address validation, case coordination, dispatch, scheduling, records review, human services support, field operations support
- At least one year in a lead, supervisory, or senior coordination capacity
- Experience leading or supporting field-based operations teams or geographically dispersed programs
- Experience supporting vulnerable populations, youth, young adults, families or culturally diverse communities
- Strong attention to detail and ability to review information for accuracy, completeness, and consistency
- Strong documentation and communication skill; ability to prepare and review objective and accurate records
- Demonstrated ability to lead, train, and direct a team toward accuracy and timeliness standards
- Ability to lead and manage multiple cases, deadlines, priorities, and follow-up actions simultaneously
- Strong verbal and written communication skills
- Ability to maintain confidentiality, professional boundaries, and ethical standards at all times
- Ability to work independently and exercise sound judgment in a fast-paced operational environment
- Ability to learn and use approved case management, mapping, routing, research, or documentation tools
- Ability to complete required federal, client, and company training prior to assignment
- Must pass a government security background investigation, including a favorable credit check
- Must pass a drug test, motor vehicle record check, and background check after accepting a conditional offer
- Must be authorized to work in the United States
- U.S. Citizenship
- Must be available for evening, weekend, holiday, extended hour, or surge assignments
- Must be available for limited travel for training, meetings, surge support, or operational coverage
- Must be able to sign confidentiality, non-disclosure, conflict-of-interest, and standards-of-conduct acknowledgments
Desired Qualifications
- Experience leading or supporting field-based operations teams or geographically dispersed programs is highly preferred
- Experience supporting vulnerable populations, youth, young adults, families or culturally diverse communities
- Bilingual fluency in English and Spanish
- Training or experience in trauma-informed care, de-escalation, crisis response, mandated reporting, safety planning, or similar practices
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.