Summary The PSID Case Assigner is responsible for assigning Case Assignment Sheets to investigators in the field. A successful Case Assigner I 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. • Assign case assignment sheets for their designated region to investigators in the field. ◦ Call, discuss and assign work to Investigators. ◦ Analyze and apply appropriate due dates for investigators in compliance with ADC policies and ensure timely completion of investigations within the agency due date. Input drive time and minimum mileage for investigators in compliance with ADC policies. ◦ Request temporary duty yonder (TDY) for investigators in compliance with ADC policies. ◦ Develop strong working relationships with investigators. ◦ Properly input case codes and case notes. ◦ Ensure a wide distribution of case work to multiple investigators in a local area. • Conduct reassignments and assign new leads at the request of the case assignments lead or contract lead the same day the request is received and with the shortest due date possible, not to exceed the agency due date. • Promptly report security incidents or Personally Identifiable Information (PII) violations. • Organize time and resources to ensure timely assignments of investigations. • 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. • 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 • Subject to incoming case volumes: ◦ Assign 175 allotted hours per day for baseline productivity ◦ Assign 225 allotted hours per day on average for mid-range productivity ◦ Assign 275 allotted hours per day on average for high productivity Or maintain a queue of zero unassigned case parts within designated region. • Assign 90% of incoming cases within three days of receipt from the customer. • Assignments made with adequate due dates so cases are closed on time. • Fewer than 1% of assignment activity contains significant deficiencies.
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 systems, 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.
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.
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.
