PSID Contract Assistant (Interim)

Summary
The Contract Assistant is responsible for assisting the PSID contract liaisons with their team’s daily operations and overall performance. This position is noncredentialled. A successful Contract Assistant must follow ADC LTD NM and PSID policies and procedures and meet the following expectations:

Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation

• Model ADC LTD NM’s core values, policies and procedures and ensure that the same are supported at all times.
• Assist the contract liaison with team personnel, including policy compliance, schedules, evaluations, clearances, and customer approvals with the assistance of the investigations director and Human Resources.
• Assist with team personnel’s adherence to ADC LTD NM policies and procedures.
• Inform contract liaison of required reconciliation and policy violations, including assisting with planning team schedules to meet queue and quality expectations.
• Assist with enforcement of system and information access approvals and conduct periodic audits to ensure appropriate access.
• Conduct regular audits of staffing levels within the contract team.
• Assist with monitoring each team member’s strengths and challenges to properly support them and maintain full production, timeliness and quality.
• Assist with fostering a positive, team-oriented environment.
• Assist with encouraging productivity and performance as a team and individually.
• Assist with recognition programs to acknowledge personnel’s successes and maintain morale.
• Assist with monitoring and analyzing each queue to increase or reduce volumes based on the needs of personnel, the contract team and customer.
• Assist with implementing and coordinating process and procedures for the distribution and completion of quality control reviews for investigations based on contractual requirements.
• Assist with coordinating contract team meetings and other communications to discuss volumes, timeframes, prioritization, distribution, changes to investigative standards, changes to investigative forms and templates, positive and negative quality trends, and customer feedback.
• Participate in meetings with the contract liaison and team leads to report and discuss updates, issues, productivity, quality, performance, morale, and best practices.
• Regularly report contract team information to the contract liaison and team leads.
• Assist with monitoring each team member’s case notes for accuracy and timeliness.
• Assist with monitoring the case transmission process to ensure cases are successfully received and transmitted to the customer.
• Track and log investigation progress and completion.
• Conduct queue and quality spot checks and report the results to the contract liaison.
• Assist with planning, implementing and coordinating training for new team personnel and request training
• Maintain a working knowledge of Roadrunner.
• Quickly troubleshoot issues as they arise
• Develop and maintain professional, courteous, and cooperative working relationships with all ADC LTD NM employees, vendors and contractors.
• Assist with projects and process improvement at the direction of the contract liaison.
• Live within commuting distance of ADC LTD NM headquarters, in Albuquerque, New Mexico.
• Coordinate with PSID and ADC LTD NM personnel as necessary.
• Perform all other duties as assigned.

Performance Metrics

• Subject to incoming case volumes:
• All team members to close a minimum of 1.5 cases per eight-hour period (work day).
• Team to close no more than 8% of all cases late.
• Fewer than 1% of all cases closed by team contain significant adjudicative deficiencies.

Education, Experience and Skills

• Proven leadership/mentorship skills; ability to maintain a high level of professional demeanor.
• Management experience preferred.
• Familiarity with Microsoft Excel and computer databases.
• Proficiency in common workplace hardware and software.
• Excellent organization and prioritization skills.
• Strong analytical skills and detail-oriented.
• Strong verbal and written communication skills.
• Highly technical writing, proofreading, and editing skills.
• Strong customer service and interpersonal skills.
• Extensive knowledge of ADC LTD NM contracts and contractual requirements.
• Thorough understanding of investigative standards, including the investigative tiers, issue resolution and adjudication.
• Thorough understanding of ADC LTD NM investigative process and procedures.
• Familiarity with federal and ADC LTD NM security standards.

Supervisory Responsibilities
This position does not carry any supervisory responsibilities.

Work Authorization/Security Clearance
Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position.

Position Type/Expected Hours of Work
This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MT and 6:00 p.m. MT. Evening and weekend shifts may be required. Exceptions may be made with approval.

Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.

Probation
Six-month probation at start of initial employment and/or when position is new for the employee.

Travel
None.

Benefits
Full benefit package as outlined per ADC policies and procedures.

ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications 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.
Given the changing nature of requirements, responsibilities, rules and duties, the expectations and qualifications listed in this job description may not fully express the position's structure. ADC LTD NM is not responsible for any errors or omissions that may be expressed with the information provided.