Indy Gov Call Center Specialist in Indianapolis, Indiana
Call Center Specialist
Call Center Specialist
140 E. Washington St., IN
Marion County Community Corrections
10/11/2018 11:59 PM Eastern
Position responsible for working with a team of Community Supervision Managers (CSM) and other Call Center Specialists to support the case management function by reviewing, researching and responding to electronic monitoring alerts via established protocols, policies and procedures. The Call Center Specialist provides assistance to (CSMs) while reporting to a Call Center Supervisor/ Team Leaders. The Call Center is a 24-hour operation, 7 days a week and is continually staffed
Monitors and responds to 400 to 500 electronic monitoring alerts for assigned CSMs. This includes contacting the client and/ or victims, criminal justice partners by researching and investigating all alerts, including but not limited to an ankle bracelet malfunctioning or equipment not properly charged, client near victim home or work zone, or if a client is outside of home zone. Communicates with each client's assigned CSM and the Electronic Monitor Supervisor/ Team Leader on all alert issues/violations.
Responsible for scheduling Administrative Hearings with a CSM and Supervisor to issue offender noncompliance. Provide each CSM with specific information on filing a Notice of Violation for their assigned clients.
Enters specific alert information into the case management system as well as notes on all actions taken to address alerts received or responded to.
Enter work, school, medical care, court, schedules in vendor's monitoring program and document in agency's case management system.
Provides staff assistance to the CSM and Supervisor; informs Supervisor of issues requiring input and/or consent in a timely manner.
Provides assistance to front office staff by answering the phone and assisting clients that call into the Call Center.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
High School education with a minimum of one (1) or two (2) years prior work related experience. Must have proficient user knowledge and experience with Microsoft Office products and PeopleSoft. Must be able to accurately type, update and/or create reports, and spreadsheets as needed. Ability to coordinate multiple projects and meet various deadlines in a fast paced and customer driven environment is a must. Must be able to operate office equipment including Must be able to demonstrate problem-solving ability when presented with special projects. Must be able to communicate effectively in oral, verbal, and written formats.
Actions are controlled by the application of laws, rules, regulations, policies and procedures. Discretion and judgment is required in the maintenance and use of confidential information such as court records, psychological evaluations, criminal histories, inter-agency reports, law enforcement records, substance abuse evaluations/ urinalysis results and personal information received from clients.