Summary:
The Workforce Group, a LEMOINE company,
is seeking a detail-oriented Case Operations and Dispatch Cell Manager to support a nationwide federal human services program serving vulnerable populations, including youth, young adults, and families.
This role leads address research, address verification, case coordination function, case intake oversight, location research, case queue management, field assignment coordination, documentation tracking, and 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. Using lawful open-source, commercially available, and legally permissible records to determine whether identified address are current, residential, and suitable for field action.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.

Duties and Responsibilities:

• 
  Lead daily operations of the address research, address verification, and case coordination function, setting work queue priorities and balancing workload across analysts and coordinators.
• 
  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.
• 
  Review and approve case determinations, escalations, and rework, serve as the escalation point for complex, conflicting, or high-priority cases.
• 
  Coordinate movement of cases through research, field assignment, quality review, data entry, language access, and reporting stages.
• 
  Direct case routing to field teams based on geography, urgency, language needs, revisit probability, travel considerations, and operational capacity.
• 
  Own monitoring of case milestones and 10-calendar-day timeliness deadlines; identify at risk cases early and drive corrective action.
• 
  Supervise, train, and develop Address Research/Location Analysts and case coordination staff.
• 
  Monitor individual and team performance against accuracy and timeliness standards.
• 
  Direct redeployment and follow-up activity when a participant is not located, and address changes, or additional information is needed.
• 
  Maintain accurate case coordination documentation, communication logs, assignment records, and status reporting in approved systems, trackers, forms or databases.
• 
  Identify potential documentation gaps, conflicting information, duplicate records, or incomplete case information and implement corrective measures.
• 
  Partner with program leadership, field operations, quality review, language access, and data/reporting functions to support timely, accurate case progression.
• 
  Protect sensitive participant, program, and Government-related information.
• 
  Maintain professional, objective, and accurate documentation without unsupported conclusions or personal opinions.
• 
  Participate in required training, operational briefings, quality assurance activities, and staff meetings.
• 
  Perform additional duties as assigned.

Qualifications, Knowledge, Skills, and Abilities:
High school diploma or equivalent required.
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. 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.

• 
  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
• 
  Ability to pass and maintain a
  government
  security
  background
  investigation, including a favorable credit check.
• 
  Proficiency using Microsoft Office, email, spreadsheets, shared trackers, databases, and electronic documentation systems.
• 
  Must pass a drug test, motor vehicle record check, and background check after accepting a conditional offer.
• 
  Bilingual fluency in English and Spanish is strongly preferred.
• 
  Training or experience in trauma-informed care, de-escalation, crisis response, mandated reporting, safety planning, or similar practices is strongly preferred.
• 
  Must be authorized to work in the United States.
  U.S. Citizenship is required for this position due to significant PII/SPII and Government case-data access.

This position is primarily remote or operations hub-based and requires regular use of computers,
secure
systems, phones, email, spreadsheets, and electronic documentation tools. The role supports fast-moving case operations and requires accuracy, confidentiality, responsiveness, and consistent communication with team members.
The schedule may vary based on operational needs, case volume, geography, field team availability, and program deadlines. Evening, weekend, holiday,
extended
hour, or surge assignments may be required. Limited travel may be required for training, meetings, surge support, or operational coverage.

Federal Contract Requirements

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. 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.

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. Employees may be required to sign confidentiality, non-disclosure, conflict-of-interest, and standards-of-conduct acknowledgments.