Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies. ISN's portfolio includes work with over 100 Federal agencies.

ISN Corporation has been awarded a place in the Washington Business Journal's list of the 50 Fastest Growing Government Contractors. ISN is was also on the Business Inc. Magazine's 5000 List of Fastest Growing Private Companies for two years.

ISN Corporation offers many competitive benefits to its employees, including:

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire

We are looking for an energetic, self-starting, organized, detail-oriented candidate with the ability to multitask in a fast-paced environment to join our team.

The Office of the Immigration Detention Ombudsman (OIDO) is an independent office within the Department of Homeland Security (DHS) to resolve problems related to the detention of individuals and families, as mandated under current immigration law. OIDO is committed to actively contributing to DHS’ mission by addressing individual and systemic concerns related to the detention of individuals under current immigration law. Within OIDO, the Case Management Division (CMD) is responsible for examining cases submitted by, or, on behalf of, individuals in immigration detention regarding potential misconduct or violations of law, policy or detention standards by DHS.  

Duties of the Senior Case Intake Specialist include, but are not limited to the following:

• Supervise a team of Case Intake Specialists conducting receipt, review, and processing of new case complaints received by mail, electronically, or telephonically. 
• Maintain staffing schedules at HQ and managing daily operational requirements for the HQ data team.
• Review all incoming written and non-telephonic complaints submitted to OIDO, summarizing key points in each case, advising federal staff on status and tracking cases.
• Support program management and have familiarity with OIDO client issues, assistance with workflow design issues, supporting client teams, with analysis of project data, and development of appropriate deliverables as needed.
• Maintain communications with OIDO supervisor, HQ Project Manager, the Contract Officer Representative (COR), and other personnel at OIDO HQ to create and maintain efficient processes; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses, data issues, and HQ data analysis requirements.
• Interface with COR as required to meet the contract requirements.
• Coordinate with the COR to forecast both OIDO and contractor needs in an environment of shifting priorities and changing workloads.
• Stands ready to answer incoming call requests in a timely manner from detention facilities and other stakeholders, as needed or directed by the COR through OIDO leadership.
• Responsible for ensuring data and database integrity.
• Provide ad hoc data gathering and analysis.
• Monitor multiple internal IT systems and email accounts to identify new complaints and inquiries in real time.
• Provide quality assurance for the development, implementation, and tracking of statistical data.
• Provide subject matter expertise (SME) to the government on the use of analytics and database usage.
• Analyze OIDO trends, volume, demographics, and intake metrics.
• Conducts research using DHS databases on specific complaints, the individuals submitting those complaints, or other triage information related to individual queries or systemic issues in ICE detention.
• If needed - works cases and develops summaries of cases to be referred to OIDO for follow-up review and action.
• Provide technical writing and editing support.
• Develop analytics to identify trend lines across multiple data sources.
• Provide compliance rate data and data analytics for programmatic work that have an associated agency Directive which requires a measurement of compliance or service.
• Understand and use predictive analysis and tools to forecast, employ business analytics (including an enhanced ability to quantify and qualify data) and conduct operational research to identify and recommend optimal or near-optimal solutions to complex challenges.
• Provide programmatic conceptualization on new task that fall into the scope of the contracted programmatic work.
• Benefits realization, earned value management analysis, and/or process improvement.
• Supervise and assist in user development of new program applications to include CRM tools.
• Experience designing process maps and workflow details.
• Additional programmatic duties as assigned by the COR.

• Must be a U.S. citizen
• Bachelor’s Degree and four years of experience; or a master’s degree with three years of experience
• A minimum of three years of supervisory experience in responding to requests for information and searching automated systems for data. 
• Experience analyzing and quantifying data.
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel from various programs to include ERO leadership.
• Prior Law Enforcement or immigration related experience is desirable.
• In accordance with Chief Information Office requirements and provisions, any contractor employees accessing Department IT systems or processing DHS sensitive data via an IT system will require a Electronic Questionnaire for Investigation Processing (e-QIP) in the Office of Personnel Management (OPM) automated on-line system so as to be issued/provisioned a Personal Identity Verification (PIV) card. 
• Experience in responding to requests for information, conducting searches in government databases, and developing concise summaries with decision points under tight deadlines.
• Ability to conduct in-depth programmatic policy research, quantify the information and produce qualitative and quantitative reports.
• Ability to work independently and to manage and prioritize multiple work assignments.
• Knowledge and experience working with RAD Apps; to include CRM tools.
• Must have advanced skills in Microsoft Excel, Word, PowerPoint, and Outlook
• English/Spanish Bilingual preferred

ISN Corporation is an Equal Opportunity Employer

ISN Corporation is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.

ISN Corporation is a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.