Client Intake Coordinator

1 week ago

Olympia, Washington, United States State of Washington Full time

Position Overview:

This role is primarily in-person, with the possibility of up to two remote workdays per week following a six-month training period, contingent upon verification of a secure workspace. Fridays are required in-office workdays.


About Us:

The Office of the Corrections Ombuds (OCO) operates as an unbiased entity within the Governor's office, tasked with investigating and addressing issues concerning the health, safety, welfare, and rights of individuals in correctional facilities.


Role Responsibilities:

As a Client Intake Coordinator, your primary duties will include receiving and documenting grievances submitted to the office, primarily through the OCO hotline, as well as via mail, email, and online forms.

You will also be responsible for providing information to incarcerated individuals and their families, as well as drafting correspondence and other materials for both internal and external stakeholders.

This position is vital for hotline support, requiring you to handle confidential calls with professionalism, particularly with callers who may be distressed or in crisis.

Accurate and thorough documentation of each intake is essential to enable OCO management to evaluate reported issues and appropriately assign cases.


Complaint Intake Duties:
  • Receive and document grievances from individuals within correctional facilities.
  • Participate in scheduled hotline shifts to ensure adequate coverage.
  • Accurately record all details of the reported grievance and the individual's information in the OCO Case Management System.

Support for Investigative Casework:
  • Communicate with incarcerated individuals, their families, and DOC staff via phone, written correspondence, and email to ensure proper notifications, including sending 'Acknowledgment Letters.'
  • Maintain OCO records and case management system information, drafting documents as necessary.
  • Ensure timely processing of documents printed remotely by OCO investigative staff.

Qualifications:

Required:
- High school diploma or equivalent.
- Experience in an office setting providing administrative support, customer service, or case management.
- Intermediate proficiency in common office software such as Microsoft/Office 365, SharePoint, and Adobe Acrobat.
- Ability to operate office equipment, including printers.
- Proficient typing skills with a minimum of 45 words per minute.
- Commitment to maintaining strict confidentiality.

Preferred:
- Bachelor's degree or equivalent professional experience of five years or more.
- Experience handling high-volume inbound calls or working in a call center.
- Knowledge of corrections, with consideration given to academic, lived, and professional experiences.
- Familiarity with Excel mail merge.


Application Process:

To apply, please submit a letter of interest detailing your qualifications, a current resume outlining your relevant experience and education, and a list of at least three professional references with current contact information.

We will reach out to the top candidates for interviews. It is important to highlight your knowledge, skills, and abilities that align with the required and preferred qualifications.


Additional Information:

This position may involve interactions with hostile or upset individuals both over the phone and in person during facility visits. There may also be exposure to respiratory contagions.

Participation in the OCO Respiratory Protection Program is recommended, providing staff with properly fitted N-95 masks and respiratory protective equipment for prison visits.

The Office of the Governor is an equal opportunity employer, committed to fostering a diverse working environment that respects cultural, racial, ethnic, sexual orientation, and gender identity diversity.

We encourage applications from women, racial and ethnic minorities, individuals with disabilities, those over 40 years of age, and disabled and Vietnam-era veterans.

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