Lead Case Processing Specialist (Phoenix, AZ)

Akima, LLC•Phoenix, AZ

3d•Onsite

About The Position

AGS is seeking a Lead Case Processing Specialist to work on-site in Phoenix, Arizona. The position is the first-line supervisor for assigned Case Processing Specialists, directing daily work, delegating assignments, monitoring completion, and reviewing work products for accuracy, completeness, timeliness, and compliance with local policies, contract requirements, and applicable government standards. The Lead reports to the Case Management Coordinator and serves as the shift-level point of contact for the on-duty ICE Supervisory Detention and Deportation Officer (SDDO). The role coordinates with detention operations staff and facility management for case-processing, intake, release, transfer, and removal activities. The Lead may perform Case Processing Specialist duties when necessary while remaining accountable for the team’s assigned work. The Lead supervises and coordinates staff assignments, tracks deadlines and backlogs, monitors performance, provides coaching and training support, and conducts quality-assurance reviews of case files, records, manifests, and other work products. The position supports detainee intake, admission, transfer, release, and removal operations; coordinates related documentation and operational support; and promptly reports discrepancies or issues affecting safe, lawful, or timely processing. The role also performs and oversees case-processing and records responsibilities, including docket management, data entry, records maintenance, research, interview scheduling, and administrative support. It requires compliance with privacy, information-security, records-retention, facility-security, company, contract, and authorized ICE requirements. The Lead operates within authority delegated by the Case Management Coordinator and escalates matters outside that authority. Management may assign related duties or modify assignments to address contract requirements, government direction, staffing needs, emergencies, or other operational conditions.

Requirements

At least two years of directly related case-management or case-processing experience focused on creating, completing, reviewing, maintaining, or quality-controlling records and case files.
Prior experience reviewing detention files, custodial records, immigration case files, A-files, law-enforcement documentation, or authorized government databases.
Knowledge of immigration case-processing objectives, policies, procedures, and deadlines.
Meet the Case Processing Specialist basic qualification framework: an accredited associate or bachelor's degree in an appropriate discipline, or an equivalent combination of directly related education and industry experience.
U.S. citizen or lawful permanent resident and have resided in the United States for the last five years.
Pass a criminal background and consumer credit check; no criminal record.
Obtain and maintain a DHS/ICE government clearance.
Pass all pre-employment and random drug tests.
Pass a medical examination and meet health requirements.
Be at least 21 years of age.
Possess a valid state driver's license.
Demonstrate direct-line supervision, delegation, workload tracking, coaching, staff accountability, and performance documentation skills.
Demonstrate quality-assurance inspection skills and the ability to review detailed case files, records, databases, and flight manifests for accuracy and compliance.
Demonstrate knowledge of case management, immigration case processing, detention or correctional operations, records management, and intake, release, transfer, and removal workflows.
Ability to interpret and consistently apply policies, procedures, directives, checklists, deadlines, and written technical guidance.
Ability to identify errors and operational risk, determine corrective action within assigned authority, and promptly escalate significant concerns.
Clear oral and written communication with employees, the Case Management Coordinator, ICE personnel, facility operations staff, management, and authorized partners.
Proficiency with standard office software, case-tracking tools, electronic records systems, and authorized government databases required for the assignment.
Ability to manage competing priorities in a secure, deadline-driven environment while maintaining confidentiality, accuracy, professionalism, and accountability.

Nice To Haves

Previous lead-worker or management experience; comparable experience coordinating assignments, conducting quality reviews, guiding or training staff, or ensuring accountability may be evaluated in lieu of formal management experience, subject to management review.

Responsibilities

Provide first-line supervision, daily direction, coaching, and technical assistance to assigned Case Processing Specialists.
Organize, delegate, prioritize, monitor, and reassign work according to urgency, deadlines, workload, staffing, and operational direction; assist with priority work when needed.
Monitor employee productivity, reliability, conduct, procedure adherence, and work quality; provide coaching and report significant or recurring concerns.
Assist with onboarding, job instruction, cross-training, refresher training, and identification of employee development needs.
Conduct quality-assurance inspections, file audits, spot checks, and work-product reviews for accuracy, completeness, timeliness, signatures, supporting documentation, and compliance.
Review case files, A-files, electronic records, applications, notices, tracking logs, and data entries before routing or closure as required by local workflow.
Identify deficiencies, return work for correction, set correction deadlines, verify completion, maintain quality-review records, identify trends, recommend corrective action, and elevate unresolved or high-risk issues.
Ensure authorized ICE systems and paper or electronic records reflect current and accurate case status, docket information, required actions, and document disposition.
Review flight manifests, ICE Air information, travel records, release forms, removal packets, and related documents for readiness and accuracy before scheduled movement.
Confirm detainee identity and coordination of required legal paperwork, A-file documentation, property, valuables, inventories, receipts, medications, and other release or removal requirements.
Verify required departure documentation, including signed Form I-205 departure verification when applicable, is complete and properly filed.
Coordinate with transportation, property, medical, security, intake/release, detention operations, and ICE personnel to resolve movement, transfer, release, or removal discrepancies.
Lead or support detainee intake, admission, transfer, release, removal, and other outtake operations; organize staff assignments and workflow for high-volume arrivals or departures.
Coordinate case-processing activities with detention operations for movement, staging, accountability, property, medical, transportation, and security requirements.
Immediately report documentation, identity, legal-status, system-access, timing, or operational issues that could affect safe or lawful processing.
Serve as the primary shift-level point of contact for the on-duty ICE SDDO regarding taskings, case-processing status, workload priorities, discrepancies, and time-sensitive issues.
Keep the Case Management Coordinator informed about significant taskings, workload, errors, deadlines, staffing concerns, and requests from ICE or facility management.
Coordinate with detention operations staff and management when case-management duties require escorts, movement, staging, interviews, hearings, records access, release coordination, or other operational support.
Participate in shift briefings, case reviews, operational meetings, and after-action discussions; communicate assignments, changes, deadlines, and follow-up requirements.
Maintain professional working relationships, communicate within the position’s authority, and elevate matters requiring higher-level review.
Perform and oversee case-processing duties, including document processing, docket management, data entry, records maintenance, court and criminal-history research, interview scheduling, and administrative support.
Ensure compliance with federal privacy requirements, DHS policies, records-retention controls, data-security standards, and restrictions on personally identifiable and law-enforcement-sensitive information.
Support coordination with ICE officers, EOIR, USCIS, OPLA, consulates, courts, legal representatives, and other authorized stakeholders as assigned.
Provide logistical and administrative support, surge coverage, and after-hours assistance when operationally required.
Comply with facility safety, security, emergency, access-control, key-control, confidentiality, and professional-conduct requirements.
Remain alert to circumstances affecting safety, security, case integrity, or orderly operations and report concerns through the proper chain of command.
Perform supervisory and case-processing duties consistently with company policies, local procedures, post orders, contract requirements, and authorized ICE direction.
Perform other related duties assigned by the Case Management Coordinator or facility management.