AGS is looking for a Lead Case Processing Specialist to work in Phoenix, AZ. The Lead Case Processing Specialist is the first-line supervisor for assigned Case Processing Specialists and is responsible for 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. To join our team of outstanding professionals, apply today!
The Lead reports directly 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 position coordinates regularly with detention operations staff and facility management when case-processing, intake, release, transfer, or removal activities require operational support. The Lead may personally perform Case Processing Specialist duties when necessary but remains accountable for the work assigned to the team.
Responsibilities
Under the direction of the Case Management Coordinator and in coordination with designated ICE personnel, the Lead Case Processing Specialist shall perform the following duties:
Direct-Line Supervision and Work Assignment
- Provide first-line supervision, daily direction, coaching, and technical assistance to assigned Case Processing Specialists.
- Receive, organize, delegate, and prioritize taskings based on case urgency, court dates, scheduled interviews, admissions, releases, transfers, removals, staffing, and direction from the Case Management Coordinator or authorized ICE personnel.
- Establish clear expectations and completion times; monitor open assignments, backlogs, aging work, and deadlines through completion.
- Reassign work and coordinate coverage when workload, staffing, or operational conditions change; personally assist with priority work when necessary to maintain continuity.
- Monitor employee productivity, reliability, professional conduct, adherence to procedures, and work quality; provide coaching and promptly report significant or recurring concerns to the Case Management Coordinator.
- Assist with onboarding, job instruction, cross-training, refresher training, and identification of employee development needs.
Quality Assurance and Case-File Review
- Conduct routine quality-assurance inspections, file audits, spot checks, and work-product reviews to verify accuracy, completeness, timeliness, proper signatures, required supporting documentation, and compliance with local procedures and applicable standards.
- Review completed case files, A-files, electronic records, applications, notices, tracking logs, and data entries before routing or closure, as required by local workflow.
- Identify missing, inconsistent, inaccurate, overdue, or improperly routed information; return work for correction, explain the deficiency, set a correction deadline, and verify completion.
- Ensure authorized ICE systems and paper or electronic records reflect current and accurate case status, docket information, required actions, and document disposition.
- Maintain quality-review logs or reports, identify recurring trends, recommend corrective action or training, and elevate unresolved or high-risk deficiencies to the Case Management Coordinator.
Flight Manifest, Removal, and Release Review
- Review flight manifests, ICE Air information, travel records, detention-center release forms, removal packets, and related documents for accuracy, completeness, consistency, and readiness before scheduled movement.
- Confirm that scheduled detainees are correctly identified and that required legal paperwork, A-file documentation, property records, valuables, inventories, receipts, medications, and other release or removal requirements are coordinated and ready.
- Verify required departure documentation, including signed Form I-205 Warrant of Removal/Deportation departure verification when applicable, is complete and properly filed.
- Coordinate with transportation, property, medical, security, intake/release, detention operations, and ICE personnel to resolve discrepancies that could delay or compromise a transfer, release, or removal.
Intake and Outtake Operations
- Lead or support detainee intake, admission, transfer, release, removal, and other outtake operations when assigned.
- Organize staff assignments and workflow for high-volume arrivals or departures; confirm required records, identity information, documents, and system actions are completed accurately and timely.
- Coordinate case-processing activities with detention operations to support 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.
ICE, Facility, and Operational Coordination
- Serve as the primary shift-level point of contact for the on-duty ICE SDDO regarding taskings, case-processing status, workload priorities, manifest or file discrepancies, and time-sensitive operational issues.
- Keep the Case Management Coordinator informed of significant taskings, workload conditions, unresolved errors, missed or threatened deadlines, staffing concerns, and requests from ICE or facility management.
- Communicate regularly with detention operations staff and management when case-management duties require escorts, movement, staging, interviews, hearings, access to records, release coordination, or other operational support.
- Participate in shift briefings, case reviews, operational meetings, and after-action discussions; accurately communicate assignments, changes, deadlines, and follow-up requirements to assigned staff.
- Maintain professional working relationships and ensure communications remain within the position's authority; elevate legal, policy, contractual, disciplinary, security, or other matters requiring higher-level review.
Case Processing and Records Responsibilities
- Perform and oversee the full range of Case Processing Specialist duties, including case and 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 governing 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.
Security and Professional Responsibilities
- Comply with all facility safety, security, emergency, access-control, key-control, confidentiality, and professional-conduct requirements.
- Remain alert to information or circumstances affecting safety, security, case integrity, or orderly facility operations and immediately report concerns through the proper chain of command.
- Ensure supervisory and case-processing duties are performed consistently with company policies, local procedures, post orders, contract requirements, and authorized ICE direction.
- Perform other related duties as assigned by the Case Management Coordinator or facility management.
Required Knowledge, Skills, and Abilities
- Direct-line supervision, delegation, workload tracking, coaching, staff accountability, and performance documentation.
- Quality-assurance inspection methods and the ability to review detailed case files, records, databases, and flight manifests for accuracy and compliance.
- Case management, immigration case processing, detention or correctional operations, records management, intake, release, transfer, and removal workflows.
- Ability to interpret and apply policies, procedures, directives, checklists, deadlines, and written technical guidance consistently.
- Ability to identify errors and operational risk, determine appropriate corrective action within assigned authority, and promptly escalate significant concerns.
- Clear oral and written communication with assigned employees, the Case Management Coordinator, ICE personnel, facility operations staff, management, and other authorized partners.
- Proficiency with standard office software, case-tracking tools, electronic records systems, and authorized government databases required for the assignment.
- Ability to manage multiple priorities in a secure, deadline-driven environment while maintaining confidentiality, accuracy, professionalism, and accountability.
Supervisory Accountability
- The Lead Case Processing Specialist is accountable for the accurate and timely completion of assigned team taskings; appropriate delegation and follow-up; quality and compliance of reviewed work products; timely correction and escalation of deficiencies; effective coordination with the on-duty ICE SDDO and facility operations; and consistent application of local procedures and supervisory expectations. The Lead operates within the authority delegated by the Case Management Coordinator and promptly elevates matters outside that authority.
Management Rights and Other Duties
- This position description identifies the principal duties and level of responsibility assigned to the position. It is not intended to list every task. Management may assign related duties or modify assignments to meet contract requirements, government direction, staffing needs, emergencies, or other operational conditions.
Qualifications
- Meet the basic qualification framework established for the Case Processing Specialist position: an accredited associate or bachelor's degree in an appropriate discipline, or an equivalent combination of directly related education and industry experience. The additional two-year experience requirement below applies to this Lead position.
- At least two years of directly related case-management or case-processing experience, with a demonstrated focus on the creation, completion, review, maintenance, or quality control of records and case files.
- Prior experience reviewing detention files, custodial records, immigration case files, A-files, law-enforcement documentation, or authorized government databases, and knowledge of immigration case-processing objectives, policies, procedures, and deadlines.
- Previous lead-worker or management experience is preferred. Relevant work experience demonstrating assignment coordination, quality review, staff guidance, training, accountability, or comparable leadership responsibility may be evaluated and accepted in lieu of formal management experience, subject to management review.
- Ability to communicate clearly, exercise sound judgment, protect sensitive information, organize competing priorities, and work effectively with ICE personnel, facility management, operations staff, and assigned employees.
- US citizen or a person lawfully admitted into the United States for permanent residence and have resided in the U.S. for the last five years.
- Possess accredited associate or bachelor's degree in an appropriate discipline, or an equivalent combination of directly related education and industry experience.
- 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.
- At least 21 years of age.
- Possess a valid state driver's license.
Job ID
2026-26912 Work Type
On-Site Company Description
Work Where it Matters
AGS, an Akima company, is not just another federal security solutions contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At AGS, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders, AGS provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers, AGS delivers the people, equipment, and processes that safeguard federal buildings, military bases, and detention centers while supporting customers’ complex missions.
As an AGS employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.