Lead Contact Center/Triage Specialist / Human Svcs Prog Rep 1

State Of Minnesota Saint Paul , MN 55102

Posted 3 months ago

Job Details

Job Class: Human Services Program Representative 1

Working Title: Lead Contact Center / Triage Specialist

Who May Apply: Open to all qualified job seekers

Date Posted: 12/17/2019

Closing Date: 12/23/2019

Hiring Agency/Seniority Unit: Department of Human Services / Central Office

  • MAPE

Division/Unit: Operations / Office of Inspector General

  • Background Studies

Work Shift/Work Hours: Day Shift / 8:00am

  • 4:30pm

Days of Work: Monday

  • Friday

Travel Required: No

Salary Range: $24.27 - $35.64 /hourly; $50,676 - $74,416 /annually

Job Class Option: None

Classified Status: Classified

Connect 700 Program Eligible: Yes

Job Summary

Job Summary

Under limited supervision, the Lead Contact Center/Triage Specialist position is responsible for ensuring the team is performing against Contact Center/Triage and Administrative Support (CCTA) Unit targets while also monitoring the team's performance and providing coaching, feedback, training, support, guidance; and troubleshoots problems as they arise.

Responsibilities include:

  • Provide guidance, support, coaching and work instruction to staff performing the work of the Contact Center/Triage and Administrative Support (CCTA) team.

  • Review the work of Contact Center Support Specialists and offer feedback to ensure the effectiveness of services delivered meet high quality standards and practices.

  • Perform Contact Center Service and Support and triage functions, and/or other related work assignments/tasks pertaining to the CCTA Unit

  • Identifies and responds to study subject questions, requests for information, status of studies, and assists callers with issues and concerns pertaining to background studies

  • Analyzes and triages incoming studies to distinguish study types and determines appropriate routing processes

  • Serve as subject matter expert for the CCTA Unit, across the BGS division and OIG; and with other internal or external stakeholders.

The Background Studies Division (BGS) operates within the Office of Inspector General (OIG). The Background Studies enterprise operates under the authority of the Human Services Background Studies Act (245C), and with other state and federal laws, regulations, standards, and legal processes. As an enterprise business, BGS conducts over 350,000 background studies each year for individuals that have contact with vulnerable populations (supervised/unsupervised) in licensed, and/or unlicensed programs or settings across the State of Minnesota. BGS provides business services via the NETStudy 2.0 proprietary background study system to over 33,000 customer/stakeholders across the State of Minnesota.

Qualifications

Minimum Qualifications
2 years professional experience conducting research, and/or analysis in the human services, criminal justice, or closely related field.

Experience must demonstrate the following:

  • Analyzing information such as criminal history records, court dispositions, preponderance of evidence, and risks of harm

  • Inbound Contact Center Customer Service Support experience

  • Knowledge and understanding of applicable Background Studies Division state and federal laws, rules and regulations.

  • Lead work experience leading teams and/or projects, assigning and reviewing work, etc.

A Bachelor's degree may substitute for one (1) year of professional experience

Preferred Qualifications

  • NETStudy 2.0 system, including front- and back-office systems functionality

  • DHS background study processes and workflows

  • Making independent judgments resulting in decisions that must be able to stand up in court proceedings and/or judicial review

Additional Requirements

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

Application Details

Why Work For Us

GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year.

Our mission as an employer is to actively recruit, welcome and support a workforce, which is diverse and inclusive of people who are underrepresented in the development of state policies, programs and practices, so that we can support the success and growth of all people who call Minnesota home.

How to Apply

Click "Apply" at the bottom of the page. If you have questions about applying for jobs, contact the job information line at 651-259-3637.

For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about the position, contact Yani Byrd at Syriani.Byrd@state.mn.us

If you are a Connect 700 applicant, please email your certificate to Joua Aeling at Joua.Aeling@state.mn.us by the position close date.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Department of Human Services' ADA Coordinator at 651-431-4945 or DHS_ADA@state.mn.us for assistance.

AN EQUAL OPPORTUNITY EMPLOYER

The State of Minnesota is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive services to all Minnesotans. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us. Please indicate what assistance you need.

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Lead Contact Center/Triage Specialist / Human Svcs Prog Rep 1

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