Case Processing Manager

Akima, LLC•Phoenix, AZ

11d•Onsite

About The Position

AGS is looking for a Case Processing Manager to work in Phoenix, AZ. This role involves directing and overseeing administrative support operations for teams assisting ICE immigration officials, ensuring seamless execution of peripheral activities, records management, and document preparation. The manager will optimize daily workloads for Case Processing Specialists across multiple locations, ensuring timely and accurate case file preparation, review, and maintenance. Key responsibilities include coordinating docket management, collaborating with various ICE personnel and legal representatives, establishing quality control standards for Alien Files (A-files) and ICE systems, and auditing data entry workflows for compliance with agency protocols and federal laws. The role also involves supervising the review of administrative applications, developing and monitoring case tracking logs and dashboards, overseeing compliance tracking for release conditions, and guiding research for court records and conviction documents. Additionally, the position directs a team responsible for ICE removal documentation, flight staging logistics, and agency coordination, optimizing departure-day logistics, mitigating risk through pre-removal compliance checks, serving as the final review authority for departure verifications, and managing the case closure lifecycle. Other duties include utilizing translators or translation software, providing logistical and administrative support for ICE personnel, and offering surge support after hours as required.

Requirements

US citizen and have resided in the U.S. for the last five years.
At least 21 years of age.
Possess a high school diploma or equivalent (GED).
7+ years experience in immigration case management support or related experience in social services/human services, prisoner and probation case management, healthcare case management, and/or other related industries.
Pass a criminal background and consumer credit check (no criminal record and good credit).
Obtain and maintain a DHS/ICE Government clearance.
Ability to work on-site with travel 25% of the time.
Pass all pre-employment and random drug tests.
Exceptional writing and verbal communication skills; ability to interact effectively with a multidisciplinary team.
Strong English language speaking, reading, and writing skills.
Possess strong writing skills with the ability to compose complex, detailed and comprehensive reports derived from multiple sources within strict time frames and with 100% accuracy.
Strong proven computer skills with ability to navigate multiple systems and databases to extract pertinent information and keep databases updated with accurate current case status and other information.
Strong critical thinking ability to analyze data and/or unique situations and make recommendations to ICE personnel.
Demonstrate strong empathy and compassion in a fast-paced environment; with ability to build trust with vulnerable or stressed individuals.
Possess a high degree of integrity, accountability and adherence to all DHS ICE policies, procedures, directives, and standards.
Must be trustworthy, reliable, and detail oriented.
Ability to work with a diverse population of people, including people of different cultures, with different values and lifestyles; with a cross cultural perspective.
Ability to tactfully and professionally communicate with the general public.
Ability to maintain poise and self-control during potential emergencies and unexpected situations that may involve mental and physical stress such as disturbances, altercations, fires, and building evacuations.
Maintain a professional personal appearance, calm demeanor, and discretion with confidential information.

Nice To Haves

Bilingual in the Spanish language is preferred.

Responsibilities

Direct and oversee administrative support operations for teams assisting ICE immigration officials, ensuring seamless execution of peripheral activities, records management, and document preparation.
Manage and optimize daily workloads for a team of Case Processing Specialists, in multiple locations, to ensure the timely and accurate preparation, review, and maintenance of comprehensive case files.
Coordinate and synchronize docket management with EOIR and USCIS; collaborate with ICE personnel, OPLA, consulates, and legal representatives to streamline hearings, removals, and detainee interview scheduling.
Establish and enforce quality control standards for the maintenance of Alien Files (A-files) and ICE systems, ensuring 100% data integrity, accuracy, and completeness across the team.
Audit data entry workflows and system updates to guarantee strict compliance with agency protocols, federal privacy laws, DHS policies, and federal data security requirements.
Supervise the systematic review of administrative applications, ensuring A-files are accurately updated and docket officers are notified in a timely manner for critical law enforcement action.
Develop and monitor case tracking logs, status reports, and management dashboards to evaluate team productivity, identify processing bottlenecks, and report high-level operational metrics to leadership.
Oversee compliance tracking operations regarding release conditions, ensuring team members accurately identify and escalate violations for immediate reporting and action.
Guide research and retrieval strategies for complex county, state, and federal court records and conviction documents across multiple government databases to support legal and enforcement actions.
Direct a team of 35 specialists responsible for ICE removal documentation, flight staging logistics, and agency coordination, ensuring zero operational delays.
Establish accountability measures and audit procedures for A-file preparation, significantly reducing documentation errors and ensuring full compliance with federal guidelines.
Optimize departure-day logistics by managing timelines for manifests, release forms, and property receipts, resulting in consistently punctual transfer operations.
Mitigate liability and operational risk by overseeing strict pre-removal compliance checks for legal paperwork, medication distribution, and asset management.
Serve as the final review authority for Form I-205 departure verifications, ensuring flawless record-keeping prior to permanent file archiving.
Streamline the case closure lifecycle, managing data system integrity and protocol adherence during the final transfer of records to the National Record Center.
Utilize translators or advanced translation software to communicate fluently in the detainee’s native language.
Provide other logistical and administrative support for ICE personnel as assigned.
Provide surge support after hours, including expanded breadth and depth of tasks, as required.