Role Description
This is a remote position.
The Workforce Group, a LEMOINE company, is seeking a detail-oriented Case Research & Coordination Lead to support a nationwide federal human services program serving vulnerable populations, including youth, young adults, and families. This role leads:
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Address research
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Address verification
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Case coordination function
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Case intake oversight
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Location research
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Case queue management
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Field assignment coordination
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Documentation tracking
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Follow-up support
The Case Research & Coordination Lead is accountable for the quality and timeliness of the team's work. Address determinations must meet the standard of confidence-scored, documentable, and defensible findings. This position requires strong research skills, accurate documentation, sound judgment, confidentiality, and the ability to manage multiple case actions in a fast-paced, deadline-driven environment.
Qualifications
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High school diploma or equivalent required.
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Minimum three years of experience in records research, address validation, case coordination, dispatch, scheduling, records review, human services support, field operations support, including at least one year in a lead, supervisory, or senior coordination capacity.
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Experience leading or supporting field-based operations teams or geographically dispersed programs is highly preferred.
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Experience supporting vulnerable populations, youth, young adults, families or culturally diverse communities.
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Strong attention to detail and ability to review information for accuracy, completeness, and consistency.
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Strong documentation and communication skills; ability to prepare and review objective and accurate records.
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Demonstrated ability to lead, train, and direct a team toward accuracy and timeliness standards.
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Ability to lead and manage multiple cases, deadlines, priorities, and follow-up actions simultaneously.
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Strong verbal and written communication skills.
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Ability to maintain confidentiality, professional boundaries, and ethical standards at all times.
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Ability to work independently and exercise sound judgment in a fast-paced operational environment.
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Ability to learn and use approved case management, mapping, routing, research, or documentation tools.
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Ability to complete required federal, client, and company training prior to assignment.
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Ability to pass and maintain a government security background investigation, including a favorable credit check.
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Proficiency using Microsoft Office, email, spreadsheets, shared trackers, databases, and electronic documentation systems.
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Must pass a drug test, motor vehicle record check, and background check after accepting a conditional offer.
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Bilingual fluency in English and Spanish is strongly preferred.
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Training or experience in trauma-informed care, de-escalation, crisis response, mandated reporting, safety planning, or similar practices is strongly preferred.
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Must be authorized to work in the United States.
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U.S. Citizenship is required for this position due to significant PII/SPII and Government case-data access.
Requirements
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Lead daily operations of the address research, address verification, and case coordination function, setting work queue priorities and balancing workload across analysts and coordinators.
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Oversee address development, redevelopment, and verification to ensure determinations are made using approved tools, records, databases, and that each is supported by documented research steps, source rationale, and confidence scoring.
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Review and approve case determinations, escalations, and rework; serve as the escalation point for complex, conflicting, or high-priority cases.
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Coordinate movement of cases through research, field assignment, quality review, data entry, language access, and reporting stages.
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Direct case routing to field teams based on geography, urgency, language needs, revisit probability, travel considerations, and operational capacity.
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Own monitoring of case milestones and 10-calendar-day timeliness deadlines; identify at-risk cases early and drive corrective action.
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Supervise, train, and develop Address Research/Location Analysts and case coordination staff.
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Monitor individual and team performance against accuracy and timeliness standards.
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Direct redeployment and follow-up activity when a participant is not located, and address changes, or additional information is needed.
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Maintain accurate case coordination documentation, communication logs, assignment records, and status reporting in approved systems, trackers, forms, or databases.
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Identify potential documentation gaps, conflicting information, duplicate records, or incomplete case information and implement corrective measures.
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Partner with program leadership, field operations, quality review, language access, and data/reporting functions to support timely, accurate case progression.
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Protect sensitive participant, program, and Government-related information.
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Maintain professional, objective, and accurate documentation without unsupported conclusions or personal opinions.
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Participate in required training, operational briefings, quality assurance activities, and staff meetings.
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Perform additional duties as assigned.
Benefits
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Employment is contingent upon successful completion of all pre-employment screening requirements, including background checks, drug screening, motor vehicle records review, reference checks, and other job-related screening requirements.
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Employment is also contingent upon successful completion of required federal background/suitability review, favorable credit check, security processing, and program-specific onboarding before beginning work.
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Employees assigned to this program must complete required training, protect sensitive information, comply with standards of conduct, maintain professional boundaries, and follow all reporting, confidentiality, privacy, and information security requirements.
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Employees may be required to sign confidentiality, non-disclosure, conflict-of-interest, and standards-of-conduct acknowledgments.
