Field Service Specialist, SVI - Remote

POSITION Summary:

The Field Service Specialist is a contract-specific, home-based and field-travel position hired to support Southwest Key Programs, Inc.'s (SWK) subcontracted field-service work for the U.S. Department of Homeland Security, U.S. Immigration and Customs Enforcement Safety Verification Initiative (SVI Program). The position performs assigned in-person site visits and overall wellness observations for Unaccompanied Alien Children (UAC) and Former Unaccompanied Alien Children (FUAC), collectively (F)UAC, in accordance with written task assignments, contract requirements, SWK and prime-contractor procedures, training, and supervisory direction.

This role requires sound judgment, organization, documentation discipline, professionalism, trauma-informed and culturally responsive engagement, and the ability to work independently while following defined safety, confidentiality, professional-boundary, and escalation protocols. The position requires timely and accurate documentation, appropriate handling of sensitive information, and immediate internal escalation of safety concerns and other reportable incidents.
When SVI work is available, this position is expected to average approximately 40 hours per workweek; however, actual hours may vary substantially based on Government case volume, geographic assignments, travel, and program needs and are not guaranteed. The position requires approximately 80% travel, including overnight, multi-state, and short-notice travel. Work may include early mornings, evenings, weekends, and hours outside the regular workday as authorized and required for travel, field assignments, documentation, incident response, and other operational needs.

Essential FUNCTIONS:

Field Service Delivery

• Conduct assigned in-person site visits at authorized residential or other program-approved locations, within authorized program hours, and in accordance with written task assignments, training, and procedures.
• Confirm and document whether the assigned UAC or FUAC is physically present and residing at the authorized location; document located/not-located outcomes and relevant factual information obtained during the visit.
• Observe and objectively document relevant field conditions, interactions, statements, and other required factual information, clearly distinguishing direct observations from information reported by others.
• Confirm and document the ability to receive mail at the authorized address when required by the assignment.Conduct assigned wellness observations to the extent access, cooperation, consent, safety, and contract requirements permit.
• For FUAC cases, honor legal-adult privacy boundaries and voluntary cooperation requirements; conduct visits at residential or other specifically authorized locations and limit workplace contact to the purpose permitted by program direction.
• For FUAC cases, perform field activities in a manner consistent with legal-adult privacy boundaries, voluntary cooperation requirements, and applicable contract direction.
• Document refusals, no-access events, absence, safety stops, inability to complete wellness, new address or location information, and other field constraints in accordance with required procedures and timelines.

Safety and Escalation

• Immediately notify the designated SWK supervisor or escalation contact of observable indicators of abuse, abandonment, neglect, trafficking, imminent danger, serious participant or staff safety concerns, or other reportable issues.
• Follow all incident-reporting, supervisory-notification, emergency-response, and escalation protocols; provide timely factual documentation and support required phone and email notifications as directed and required by Southwest Key Programs and the subcontract scope.
• Exercise appropriate judgment in the field and suspend activity when circumstances present a reasonable safety concern.
• Immediately report any suspected loss, unauthorized access, disclosure, or compromise involving program information, documents, equipment, or systems.

Documentation and Reporting Support

• Complete accurate, objective, timely, and well-written case documentation for each assigned event, distinguishing direct observations, participant statements, and third-party information.
• Submit required documentation within established timelines and in the format required by Southwest Key Programs and the subcontract scope.
• Maintain organized records supporting assigned field work, follow-up actions, and invoice-support documentation.
• Provide information to supervisors or designated support staff for required quality review, reporting, and billing support.
• Enter and maintain required data only in approved systems, trackers, and documentation tools. Access or entry into any Government portal is permitted only when specifically assigned in writing and after required authorization, training, and credentials are provided; do not use unauthorized personal systems or communication channels for program information.

Travel and Operational Support

• Travel is required to complete assigned fieldwork. Approximately 80%% travel required.
• Maintain required travel records, receipts, mileage logs, and related documentation in accordance with SWK policy and subcontract requirements.
• Maintain availability for nonstandard work hours, including evenings, weekends, and on-call periods, when required for authorized travel, documentation deadlines, case support, incident escalation, or other operational needs within the scope of the position.
• Participate in required operational check-ins, case reviews, team meetings, mandatory training, refresher training, coaching, and quality-improvement activities; accurately record all compensable time worked.
• Perform all additional operational duties reasonably assigned within the scope of the position and the SVI Program.

Additional Essential Duties

• Maintain the confidentiality and security of participant, household, personnel, and program information, including personally identifiable and other sensitive information, and use only approved devices, systems, storage, and transmission methods.
• Adhere to SWK professional, ethical, and conduct standards.
• Maintain professionalism in interactions with participants, households, partners, and team members.
• Work effectively in a remote environment with a high degree of self-direction, responsiveness, accountability, and time-management discipline.
• Demonstrate adaptability and sound judgment in a fast-moving operational environment.
• Travel to other SWK and community sites as needed in support of assigned operations. The position may require extended hours, including evenings, weekends, and on-call availability.
• Perform all essential subcontract-scope support duties as assigned.