Case Assignment Coordinator
2 months ago
Job Title: Case Assignment Coordinator
Company: ADC LTD NM
The Case Assignment Coordinator plays a crucial role in the development of Case Assignment Sheets, which are essential lists of leads designated for completion by field investigators and investigative technicians. A successful Coordinator must adhere to the policies and procedures set forth by ADC LTD NM and PSID, while fulfilling the following responsibilities:
Key Responsibilities:
- Exemplify the core values, policies, and procedures of ADC LTD NM, ensuring consistent support at all times.
- Gather and prepare investigative documents for field use.
- Develop Case Assignment Sheets that accurately detail all leads for field investigators and ADC LTD NM personnel, including investigative technicians.
- Ensure that assignment sheets are complete and comply with Federal Investigative Standards (FIS) and customer requirements.
- Identify Expandable Focused Investigation Model (EFIM) flags and other critical emphasis items.
- Conduct thorough oversight as necessary to guarantee the timely and complete execution of investigations, including character references.
- Establish appropriate due dates for investigators in alignment with ADC policies to ensure investigations are completed within a maximum timeframe of 18 days.
- Determine suitable allotted hours and mileage in accordance with ADC policies.
- Accurately input exception codes, case codes, and case notes.
- Address and resolve field-related issues.
- Process requests for reassignments, additional leads, and updates or corrections.
- Scope reassignments and new leads promptly upon request from contract leads or team members.
- Assist with Subject Initial Contact as required by contracts.
- Regularly retrieve data from databases to manage incoming cases and tickets.
- Organize time and resources effectively to ensure timely completion of investigations.
- Monitor and log the progress and completion of investigations.
- Maintain proficiency in Roadrunner.
- Quickly troubleshoot issues as they arise.
- Foster professional and courteous relationships with contract team members, supervisors, the director, investigators, and all other ADC LTD NM employees and contractors.
- Conduct periodic queue and quality spot checks, reporting findings to supervisory contract leads.
- Request training as necessary from supervisors, PSID quality program leads, or the ADC LTD NM Training Department.
- Contribute to projects and process improvements as directed by supervisors.
- Collaborate with PSID and ADC LTD NM personnel as needed.
- Perform additional duties as assigned.
Performance Metrics:
- Scope a minimum of 175 allotted hours daily on average, or maintain a queue of zero cases or tickets.
- Scope all incoming cases within two (2) days of receipt from the customer.
- Address all tickets within one (1) day of receipt.
- Ensure that fewer than 0.5% of scoped or reviewed cases contain significant deficiencies.
Qualifications:
- Ability to maintain a professional demeanor.
- Familiarity with Microsoft Excel and computer databases.
- Proficiency in standard workplace hardware and software.
- Excellent organizational and prioritization skills.
- Strong analytical abilities and attention to detail.
- Effective verbal and written communication skills.
- Highly developed technical writing, proofreading, and editing skills.
- Strong customer service and interpersonal skills.
- Extensive knowledge of ADC LTD NM contracts and requirements.
- Thorough understanding of investigative standards, including investigative tiers, issue resolution, and adjudication.
- Comprehensive knowledge of ADC LTD NM investigative processes and procedures.
- Familiarity with federal and ADC LTD NM security standards.
Supervisory Responsibility:
This position does not involve supervisory responsibilities.
Work Authorization/Security Clearance:
Employment is contingent upon successful completion of a background check and drug screening. Additionally, candidates must complete a federal background investigation and obtain a Top Secret Clearance, including interim clearance and/or appropriate agency approvals. Upon receiving Top Secret clearance, candidates must maintain active Top Secret clearance and all necessary agency approvals.
Position Type/Expected Hours of Work:
This is a full-time position. Workdays are Monday through Friday, with a schedule determined between the core hours of 6:00 a.m. MT and 6:00 p.m. MT. Evening and weekend shifts may be required, with exceptions made upon approval.
Work Environment & Physical Demands:
While performing the duties of this job, employees typically work in an office environment. This role frequently utilizes standard office equipment. Employees are regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. Prolonged periods of sitting at a desk, working on a computer, and using the phone are common.
Probation:
A six-month probation period is applicable at the start of initial employment and/or when the position is new for the employee.
Travel:
No travel is required for this position.
Benefits:
A comprehensive benefits package is provided as outlined by ADC policies and procedures.
ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status, or any other characteristic protected by law.
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