Case Management Processing Supervisor

Bering Straits Native Corp•El Paso, TX

1d•Onsite

About The Position

The Case Management Processing Supervisor oversees daily case processing operations and assigned Case Processing Specialists in a federal detention operation in El Paso, Texas. The role coordinates assignments, staffing, quality control, records, deadlines, and administrative support for case processing, removals, and transfers. It ensures staff follow current operating instructions, contract requirements, authorized systems, and information-security procedures while keeping work within the limits of contractor authority. Matters requiring legal interpretation, adjudication, custody decisions, or law enforcement action must be elevated to designated government personnel. The supervisor trains and evaluates assigned staff, monitors productivity and backlogs, supports audits and inspections, and recommends improvements to processing, training, and resource use. The position may perform case processing work to maintain coverage and provide surge or after-hours support. Work is primarily in an office or case processing area within a federal detention operation and may involve controlled-access areas and interaction with people in custody and government personnel. Shift work, weekends, holidays, overtime, and after-hours surge support may be required based on operational and contractual needs. Employment is contingent on passing a pre-employment drug screening and receiving acceptable background check results. Where applicable to the contract, the employee must obtain and maintain required clearance levels and be able to obtain access to military installations. The position is not subject to federal Department of Transportation safety-sensitive requirements. BSNC gives hiring, promotion, training, and retention preference to qualified BSNC shareholders, shareholder descendants, and shareholder spouses. Bering Straits Native Corporation is an equal opportunity employer.

Requirements

Associate degree or bachelor’s degree from an accredited institution.
At least three years of progressively responsible experience in immigration case processing, detention records, law enforcement records, docket management, or a closely related field.
At least 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.
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.
Basic knowledge of relevant technologies or tools, such as Microsoft 365, communication platforms, or industry-standard software.
Knowledge of customer service practices and professional inquiry management.
Knowledge of data privacy and confidentiality principles and proper handling of sensitive information.
Clear and professional written and verbal communication skills.
Time management and prioritization skills to balance tasks and meet deadlines.
Problem-solving and critical-thinking skills to analyze issues and select appropriate solutions.
Interpersonal and teamwork skills to build rapport and collaborate effectively.
Attention to detail and ability to produce accurate work.
Must maintain constant mental alertness and follow facility access, security, emergency, and safety procedures.
Must pass a pre-employment drug screening and receive acceptable background check results.
If applicable to the contract, must obtain and maintain required clearance levels and be able to obtain access to military installations.

Nice To Haves

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.

Responsibilities

Supervise daily case processing operations and assigned Case Processing Specialists; allocate work, set priorities, and monitor completion against government direction, contract requirements, and 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 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 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 with responsible personnel of medication supply and property readiness.
Verify review and filing of completed departure documentation, including signed Form I-205; oversee authorized case-closure entries and transfer completed files to the designated records repository.
Train and onboard assigned staff in workflows, data accuracy, records handling, system use, confidentiality, and escalation procedures; document training and assess 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 as needed to maintain coverage or resolve complex administrative issues, and provide surge and after-hours support as assigned.
Keep administrative support within contractor authority and elevate matters requiring legal interpretation, adjudication, custody decisions, or law enforcement action to designated government personnel.
Supervise assigned Case Processing Specialists, including work assignments, scheduling and coverage coordination, training, quality review, performance evaluations, and recommendations concerning hiring and corrective action within delegated company authority.