Operations Supervisor

Continent Upon Contract Award

The Freedom of Information Act (FOIA) Operations Supervisor directs the day-to-day work of FOIA and Privacy Act case processors. The supervisor manages "First In, First Out" (FIFO) case assignment, production flow, training reinforcement, quality feedback, rejected-case corrections, and staff coverage. Must be on duty during contractor working hours.

Essential Duties and Responsibilities

• Assign Track 2 cases from the FOIA Immigration Records SysTem (FIRST) queue on a first-in, first-out basis and balance workloads across qualified processors.
• Monitor daily and weekly production, aging, queue status, rejection rates, resubmission deadlines, attendance, and system availability.
• Ensure processors correctly validate requester identity, entitlement, consent, request type, supporting documents, and responsive records.
• Provide real-time guidance on redactions, exemptions, referrals, case notes, special processing, page counts, and final action letters.
• Coordinate with quality staff to communicate findings, coach employees, document recurring errors, and implement corrective actions.
• Ensure rejected cases are corrected and resubmitted to Government Quality Assurance personnel within two business days.
• Support new-hire orientation, follow-on training, proficiency monitoring, and authorization of employees for independent production.
• Escalate privacy, security, National Security Information, system, equipment, or conduct issues immediately through the Project Manager.
• Maintain accurate staffing and production records for the monthly status report and invoice.
• Act for the Project Manager when formally designated and authorized.

Minimum Qualifications

• Bachelor's degree or equivalent relevant experience.
• At least five years of FOIA, Privacy Act, records review, legal document review, benefits adjudication, claims processing, or comparable case-processing experience.
• At least two years of team-lead or supervisory experience in a production and quality-controlled environment.
• Demonstrated ability to interpret procedures, coach staff, manage deadlines, and use performance data to improve results.
• Strong attention to detail and proficiency with electronic case-management systems and Microsoft Office.

Preferred Qualifications

• United States Citizen and Immigration Services (USCIS) FOIA/Privacy Act (PA) Processing Guide and FIRST experience.
• Experience supervising remote personnel or multiple shifts.
• Prior responsibility for privacy, redaction, or disclosure-review quality.

Performance Expectations

• Orderly production without avoidable spikes or dips.
• Timely case assignment and two-business-day rejection turnaround.
• Team quality at or above the 95 percent Acceptable Quality Level (AQL).
• Continuous supervisory coverage during contractor working hours.

Common Conditions of Employment

• Must be a United States citizen.
• Must successfully complete USCIS suitability and Entry on Duty requirements and maintain required access throughout employment.
• Must sign required criminal-history, nondisclosure, privacy, and acceptable-use acknowledgments and complete all required training.
• Must safeguard sensitive, personally identifiable, law-enforcement, procurement-sensitive, and Government information and use only authorized equipment and systems.
• Must be able to read, write, speak, and understand English and work during approved hours that support National Records Center operations.
• Must comply with SoftDev, Department of Homeland Security (DHS), and USCIS conduct, security, privacy, records, equipment, and accessibility requirements.