Customer Service Representative

Position is located in Rockland, NY. This is an in-office position.

POSITION SUMMARY

The Case Manager, Electronic Monitoring, Community Corrections is responsible for supervising clients referred for electronic home monitoring. Completes installation of monitoring equipment for new clients, monitors compliance using electronic equipment and on-site checks to include breathalyzer testing and drug screen urinalysis. Tracks data received from electronic device for compliance with approved schedule, pre-trial orders, court orders, sanctions and other agency referrals. Responsible and accountable for the maintenance of assigned equipment to include cleaning, inventory, ensuring proper functioning, and troubleshooting problems with the equipment.

ESSENTIAL FUNCTIONS :

o Meets with clients, in office or at the location of referring agency, to install and uninstall electronic home monitoring equipment. Completes proper documentation to include data entry for new client set-up. Provides overview of the home monitoring program and reviews the rules of client compliance.

o Meets with clients weekly to review and approve the client's daily schedule for upcoming week and ensures schedule follows all policies and guidelines. Monitors and addresses alerts received from electronic monitoring device to determine client compliance and adherence to program guidelines. Provides notification and documented report to probation officer or referring court in instances of non-compliance.

o Creates appointments and sets schedules for regular client office visits. Administers drug and alcohol testing as determined by the client's program. Tests may include alcohol breathalyzers, supervision and collection of same sex urine samples, oral swabs and / or hair follicle collection using strict adherence to collection and chain of custody protocol.

o Check equipment for proper functioning, maintains accurate inventory of all assigned equipment and requests new equipment as needed. Communicates with call center to troubleshoot problems with monitoring equipment. Reports missing inventory and files police reports as required.

o Updates physical and electronic files; ensures all relevant and pertinent information is included. Maintains and monitors the confidentiality of client records and administrative files.

o Works with court and court officials to write and update client reports. Testifies in court when required.

o Collects supervision payments from clients, provides receipts and completes daily deposits. Follows cash collection policy, ensures accountability for all payments received and creates a balance daily to identify and correct discrepancies.

o Complies with applicable regulations, laws, rules, procedures, policies, standards and / or contractual requirements.

o Domestic U.S. travel may be required.

o Other duties as assigned

BASIC QUALIFICATIONS :

o High School diploma, GED certification or equivalent is required

o Six (6) months of experience with community corrections, electronic monitoring, corrections, probation or local courts is preferred.

o Knowledge of the state judicial system is preferred.

o Proficiency with Microsoft Office (Word, Outlook and Excel) preferred.

o Must possess excellent customer service and communication skills, strong attention to detail and high level of organizational skills.

o Demonstrate ability to complete pre-service and other training programs as required.

o Valid driver's license is required.

KNOWLEDGE, SKILLS, ABILITIES

o Plan, organize and assign the work of others

o Apply policies, procedures, and best practices

o Create and maintain accurate records and reports

o Work within a team structure

o Bend, stoop, lift objects up to 10lbs., and maintain mobility necessary to perform minimum functions associated with the position

Benefits Include : Medical

Dental

Vision

401K

Short Term Disability

Long Term Disability

Basic Life