Case Management Specialist

This Case Management Specialist position is with Citizenship and Immigration Services (Department of Homeland Security) in Phoenix, AZ. Protect your homeland and defend your culture. Join USCIS, America's frontline defense against illegal foreign infiltration and fraud. As an Case Management Specialist, you will provide technical and administrative support to USCIS customers by responding to customer inquiries on case status and assisting in the development and implementation of user tools and systems. Key duties: • The responsibilities described are for the full performance level. At developmental grade levels, assignments will be of more limited scope performed with less independence, and limited complexity. • Provides timely and responsive resolution of complex issues for USCIS customers, which include responding to applicant and petitioner inquiries. • Reviews and analyzes USCIS systems of records, databases and user tools, including Salesforce, to improve both the customer experience and USCIS employee experience. • Utilizes government systems to perform security checks in accordance with all applicable DHS/USCIS laws and policies. • Assesses customer needs and provides flexible, timely, and accurate service to maximize adjudicative efficiency and customer satisfaction. • Identifies and analyzes the customer feedback to ensure USCIS maintains positive experience outcomes. Qualifications: The qualifications for this position must be met by 11:59 PM (Eastern Time) on 09/11/2026. Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service. The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 09/11/2026. GS-05: You qualify at the GS-05 level if you possess three (3) years of general experience, one (1) year of which was equivalent to at least the GS-04 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Communicating effectively orally and in writing to provide excellent customer service. Performing office automation duties using word processing to develop correspondence and reports. Responding to inquiries by phone and/or in writing. OR You may substitute successful completion of a Bachelor's degree or a full 4-year course of study in any field leading to a Bachelor's degree for the experience required at the GS-05 grade level. This education must have been obtained from an accredited college or university. One year of full-time undergraduate study is defined as 30 semester or 45 quarter hours. GS-07: You qualify at the GS-07 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-05 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Utilizing office automation systems (i.e., spreadsheets, word processing, databases) on a variety of work products. Identifying problems to assist with developing solutions. Assisting in collecting and reviewing data to respond to customer service inquiries. Developing and maintaining spreadsheets/databases. OR You may substitute successful completion of one year of fulltime graduate education for the experience required at the GS-07 level. This education must have been obtained from an accredited college or university and demonstrate the skills necessary to do the work of the position. Check with your school to determine how many credit hours comprise a year of graduate education. If that information is not available, use 18 semester or 27 quarter hours. OR You may also substitute superior academic achievement for the experience required at the GS-07 level. You must have completed the requirements for a Bachelor's degree from an accredited college or university with either: (1) class standing in the upper third of a graduating class or major subdivision; or, (2) a grade point average of 3.0 or higher on a 4.0 scale based on four (4) years of education or the final two (2) years; or, (3) a grade point average of 3.5 or higher out of a possible 4.0 based on the average of the required courses completed in the major field or the required courses in the major field completed during the final two (2) years of the curriculum; or, (4) membership in a national scholastic honor society. GS-09: You qualify at the GS-09 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-07 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Identifying and analyzing data to recommend solutions to meet the organization's mission. Researching and analyzing immigration laws, policies, and procedures. Explaining processes, policies, and procedures to customers. OR You may substitute a Master's degree or two (2) full years of graduate education leading to such a degree in any field, or a J.D. or L.L.B. degree for experience required at the GS-09 grade level. Such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise two years of graduate education. If that information is not available, use 36 semester or 54 quarter hours. GS-11: You qualify at the GS-11 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-09 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Preparing correspondence concerning policies and programs as they issue resolution. Analyzing, interpreting and applying knowledge of the Immigration and Nationality Act (INA) to resolve customer inquiries. Developing and maintaining collaborative relationships with internal and external stakeholders. OR You may substitute a doctoral degree (PhD or equivalent degree) or three (3) full years of progressively higher-level graduate education leading to such a degree in any field, or L.L.M. if related for experience at the GS-11 grade level or such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. Check with your school to determine how many credit hours comprise three years of graduate study. If that information is not available, use 54 semester or 81 quarter hours. Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 09/11/2026. You must upload your resume under the "Resume" category. Resumes submitted under the "Other Documents" category will not be considered. Your most recently submitted resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. Limit your resume to no more than two pages. The USAJOBS database will not allow an applicant to submit an application that includes a resume over two pages. Be clear and specific when describing your work history since Human Resources cannot make assumptions regarding your experience. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position. Full-time or part-time status (include hours worked per week) Salary. Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible. Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. View the full announcement and apply on USAJOBS.gov.