CARE Manager

TITLE: CARE Manager

LOCATION: Onsite-El Paso, TX

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About the Team

We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you’ll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today’s most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you’ll appreciate the professionalism and dedication of those you stand beside every day.

Together, we actively imagine a better future, innovate new ways to make it a reality, and implement solutions that deliver a lasting impact.

Job Summary:

The Site Manager is responsible for overseeing the daily operations of the Contact, Assessment, and Risk Evaluation (CARE) Team.  This position is central to supporting the program administrative, technical, operational, contractual, and financial components.  The Site Manager provides operations leadership and quality oversight, offering guidance to the CARE Team to ensure the consistent implementation of safety and wellbeing screenings, accurate risk assessment, timely escalation of concerns, and effective coordination with both internal teams and external stakeholders.

Essential Functions & Responsibilities:

• Enforce program changes as directed by the Program Manager and Deputy Program Manager‑CARE, ensuring guidance is clearly communicated to personnel. This involves ensuring that all updates and modifications to program protocols are effectively conveyed to staff, and that the team is consistently aligned with leadership directives.
• Ensure program‑wide compliance with contract requirements, company policies, procedures, and all applicable laws and regulations. This includes maintaining an up-to-date understanding of all relevant standards and ensuring that staff adhere to them at all times.
• Implement, monitor, and evaluate the effectiveness of the company’s quality control plan and training programs. Escalate concerns and recommend improvements to the Deputy Program Manager and Program Manager when necessary, ensuring continuous enhancement of service delivery and staff performance.
• Maintain consistent communication with employees, other departments, executive management, and high‑level authorities across agencies to facilitate collaboration and ensure that important information is shared in a timely and accurate manner.
• Ensure uniform processes and procedures are implemented and executed across all program offices to maintain consistency in operations and service delivery.
• Conduct random checks and site inspections to verify contract compliance and operational integrity, proactively identifying and addressing potential issues.
• Ensure the program meets or exceeds quality control, training, and contractual requirements by consistently monitoring performance and implementing improvement strategies as needed.
• Ensure compliance with company policies and communicate updates to staff as needed, fostering a clear understanding of all organizational expectations.
• Provide recommendations for updates to standard operating procedures (SOPs) and assist in developing policy interpretations, guidelines, and procedures that enhance service delivery and operational efficiency.
• Assist with documenting best practices and program processes to ensure knowledge transfer and continuous improvement within the team.
• Oversee daily CARE operations, workflows, and staffing to ensure timely completion of screenings, follow‑ups, and escalations, maintaining high standards of service delivery and responsiveness.
• Ensure consistent application of screening protocols, escalation procedures, and documentation standards to promote accuracy and reliability in program operations.
• Review and approve high‑risk cases, escalations, and critical incident reports in accordance with established protocols, ensuring that all such matters are handled appropriately and efficiently.
• Implement and monitor quality control measures to prevent missed, delayed, or inconsistent escalations, safeguarding the integrity and responsiveness of the program.
• Ensure accuracy, completeness, and compliance of case documentation and reports submitted to external agencies, upholding the standards required by stakeholders and regulatory bodies.
• Conduct weekly meetings with supervisors to ensure adherence to company and project processes, address field concerns, and elevate issues to the Deputy Program Manager for resolution as needed.
• Monitor Power BI dashboards (Case Work Orders, CARE Specialist Hours/OT, etc.) to ensure timely, accurate, and consistent data collection for effective program management.
• Monitor IT system effectiveness and bring improvement recommendations to the IT Steering Committee, ensuring that technology supports program objectives efficiently.
• Assist with weekly schedule management to ensure consistent staffing levels and flexibility to meet project demands and customer needs.
• Monitor staff utilization and control overtime to maintain fiscal responsibility and efficient resource allocation.
• Manage and review weekly schedules in the company’s scheduling database; ensure timely communication of schedule changes to all relevant personnel.
• Track and monitor weekly and monthly labor hours; approve timesheets and expense reports as needed to support accurate payroll and cost management.
• Manage and approve leave requests on a weekly basis to ensure adequate coverage and operational continuity.
• Conduct interviews for various site positions and participate in new hire training by providing an overview of site operations to ensure proper onboarding and integration of new staff.
• Identify future staffing needs with input from Site Supervisors to support proactive workforce planning and resource allocation.
• Identify inappropriate employee behavior or performance issues in collaboration with Site Supervisors and People Services; implement corrective or disciplinary action as needed, maintaining high standards of conduct and performance.
• Prepare and conduct Site Supervisor evaluations; provide coaching, corrective action, and salary increase recommendations to support ongoing staff development and recognition.
• Review employee training status and certifications to ensure compliance with contractual requirements and maintain a qualified workforce.
• Conduct orientation and on‑the‑job training for Site Supervisors and CARE Specialists, ensuring proper onboarding and support through regular check‑ins.
• Manage financial aspects of the project and ensure proper utilization of staff, including limiting overtime to maintain budgetary compliance.
• Manage multiple projects simultaneously while providing timely reports to Executive Management, ensuring transparency and accountability.
• Verify and update information in the company database system to ensure accuracy and compliance with internal and external requirements.
• Implement company policy, including taking steps to prevent violations of company or client policies, and ensuring that all staff adhere to established guidelines.
• Ensure that all employees under supervision have knowledge of and understand company policies and procedures, supporting a compliant and informed workforce.
• Take and/or assist in prompt and appropriate corrective action when necessary to ensure compliance with company and/or client policies.
• Document disciplinary actions by preparing and administering verbal and written warnings in consultation with People Services, maintaining thorough records of staff performance and conduct.
• Track and monitor weekly and monthly labor hours; review and approve timesheets weekly to ensure timely submission and accuracy for all employees.
• Conduct oneself at all times in a manner consistent with company or client policy and company culture, serving as a role model for staff.
• Perform related duties as assigned within your scope of practice, supporting the overall goals and needs of the program as required.

Knowledge, Skills, Abilities & Qualifications:

• Bachelor’s degree in social work, Psychology, Human Services, Counseling or Criminal Justice (Juvenile Justice), Special Education.
• Five (5) years of experience in a field related to child welfare, human services, or case management.
• Three (3) years’ experience managing employees in a similar program environment. Prior call center supervisory experience strongly preferred.
• Two (2) years’ experience with investigative report writing in a similar program.
• Bilingual in English and Spanish (required).
• Strong computer proficiency, including MS Office (Excel, Word, Teams) and case management systems. 
• Ability to leverage program specific technology to manage contract requirements.
• Ability to type 55 WPM
• Demonstrated ability to supervise teams handling crisis intervention, safety assessments, and trauma-informed interactions.
• Experience identifying and responding to indicators of human trafficking, abuse, neglect, exploitation, and safety concerns.
• Must possess the ability to convey and teach processes and procedures to newly hired and current employees on technical procedures.
• Knowledgeable in the Federal/State labor and employment laws and regulations
• Requires strong communication and interpersonal skills to effectively interact with different departments within the company and employees.
• Committed to providing outstanding customer service and representing the company in a professional manner.
• Ability to deal with confidential and sensitive information.
• Requires the ability to prioritize work, meet stringent deadlines, balance multiple tasks, and work in a team environment.  
• Proven experience working in a fast-paced environment where personal initiative is a critical element to success.
• Available to work a flexible schedule, including nights and weekends and some Holiday’s.

Security Clearance Requirements:

• Applicants selected will be subject to a government background investigation and may be required to meet the following conditions of employment.
• Must be a U.S. citizen or Permanent Resident
• Successfully passing a background check which will include a credit check, background investigation and drug screening.
• May be required to pass or present specific requirements depending on the program (i.e., DOT exam, vaccinations, CPR, flu shot).

Physical Demands  

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees. 

• Climbing/Stooping/Kneeling: 10% of the time. 
• Lifting/Pulling/Pushing: 10% of the time. 
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time. 
• Sitting: Sitting for prolonged and extended periods of time. 

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.  Management may revise duties as necessary without updating this job description.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com