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Case Manager

3 months ago

Lexington, United States US Equestrian Fed Full time
Job DescriptionJob Description

This position supports the Federation’s mission and vision by demonstrating a commitment to exemplary member service, as well as a collaborative spirit, equality, fairness, respect, and accountability.

JOB SUMMARY:

Under supervision of the Director of Regulation, this position supports the Federation’s Mission to ensure fairness and safety in equestrian sports and helps foster a safe and respectful sport environment by ensuring equal and fair enforcement of the USEF rules. The Case Manager will be responsible for processing reports and Complaints of alleged rule violations including violations related to the unethical treatment of horses and USEF Drugs and Medications rules. The Case Manager will provide exceptional customer service to members by answering questions and explaining the complaints and disputes process. The Case Manager is responsible for ensuring files are effectively organized, monitored, and processed according to appropriate procedures, including maintaining current records in the department case management system.

Duties and Responsibilities:

  • Process files from start to finish including researching information related to the case; drafting correspondence; conducting and documenting interviews of witnesses; preparing files for review by Director; testifying before the Hearing Committee when necessary; and working alongside the legal department on Federation cases.
  • Ensure files are effectively organized, monitored, and processed according to appropriate procedures, including maintaining current records in the department case management system.
  • Prioritize daily work tasks and be able to multi-task or pivot to new tasks as necessary. Meet deadlines and perform work in a timely manner.
  • Providing customer service by answering questions related to the rules and bylaws related to the department, the complaints and disputes process, and suspensions.
  • Participate in the development of new policies and procedures to promote consistency and efficiency and reduce risk of further litigation.
  • Perform other duties as assigned by the Director.

Required, Knowledge, Skills & Abilities:

  • Strong verbal and written communication skills.
  • Ability to diffuse difficult member situations.
  • Ability to work independently and maintain impartiality.
  • Ability exercise discretion, work with highly sensitive information, and maintain confidentiality.
  • Ability to effectively operate basic office equipment (i.e. copier, fax, etc.)
  • Accurate data entry skills.
  • Proficiency in Microsoft Office applications, specifically Word and Excel.
  • Strong attention to detail and organizational skills.
  • Ability to work effectively as a team member with other staff in the department.

Education and Experience:

  • High School diploma or equivalent preferred.
  • Two years clerical or customer service experience preferred.
  • Some college preferred.
  • Legal, case management, witness interviewing, or horse services experience preferred.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 10 pounds and occasional lifting and/or moving up to 25 pounds. (Anything over 25 pounds requires a two-person lift)

US Equestrian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, national origin, disability status, marital status, protected veteran status, or any other characteristic protected by law. We strongly encourage applications from black, indigenous, and people of color, immigrants, women, people with disabilities, members of the LGBTQIA+ community, and other underrepresented and historically marginalized groups.