PSID Initial Contact Clerk

Summary The PSID Initial Contact Clerk is responsible for monitoring and ensuring accuracy of the initial contact portal with subjects of investigations for all DHS cases. They will also be responsible for answering incoming questions for subjects relating to the investigation process or confirming ADC LTD NM’s authenticity. Initial Contact Clerk 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. Monitor the initial contact portal to ensure emails are successfully sent to the subject of the investigation on day one but no later than day three of receiving the case. Immediately mitigate any technical issues identified by notifying management and the IT Help Desk. Organize time and resources to ensure timely completion of inquiries. Promptly answer and respond to subject questions about the investigative process or ADC’s authenticity. Promptly report security incidents or Personally Identifiable Information (PII) violations. Maintain a working knowledge of Roadrunner. Quickly troubleshoot issues as they arise. Conduct occasional queue and quality spot checks of their own work and report the results to their supervisor. Request training as needed from their supervisor, PSID quality operations manager, or ADC LTD NM Training Department. Develop and maintain professional, courteous, and cooperative working relationships with all ADC LTD NM employees and contractors. Notify assignments lead if any incoming cases are missing from the initial contact portal. Ensure initial contact log is kept up to date. Assist with projects and process improvement at the direction of their supervisor. Coordinate with PSID and ADC LTD NM personnel as necessary. Perform all other duties as assigned.   Performance Metrics 100% of assigned initial contacts attempted with subjects for incoming DHS cases within three (3) days of case receipt. 100% of assigned initial contacts where email contact was not made are followed up with a phone call. 100% of subject inquiries are responded two within 24 hours, with the exception of holidays and weekends.   Education, Experience and Skills Ability to maintain a professional demeanor. Familiarity with Microsoft Excel and computer databases. Proficiency in common workplace hardware and software. Excellent organization and prioritization skills. Strong analytical skills and detailed-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 Responsibility 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.