Summary
The PSID Intake Operations Assistant assists with the management of all case scoping and case assignment processes within the division. A successful PSID Intake Operations 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 the same are supported at all times.
- Assist with team personnel, including policy compliance, schedules, and customer approvals.
- Assist with team personnel’s adherence to ADC LTD NM policies and procedures.
- Inform their supervisor of required reconciliation and policy violations, including assisting with planning team schedules to meet expectations.
- Assist with enforcement of system and information access approvals and conduct periodic audits to ensure appropriate access.
- Conduct weekly audits of staffing levels within the intake operations team.
- Assist with managing the retrieval, preparation, review and reconciliation of investigation documents for use in the field.
- Assist with managing the creation of Case Assignment Sheets and scoping of leads.
- Assist in establishing Case Assignment Sheet standards.
- Assist in ensuring Case Assignment Sheets are accurate and comply with the Federal Investigative Standards (FIS) and customer requirements. Cover Expandable Focused Investigation Model (EFIM) flags and other special emphasis items by conducting full issue resolution per the FIS and EFIM flag requirements.
- Assist in ensuring scope reviews follow ADC policies and to ensure case quality.
- Assist in ensuring leads are appropriately grouped by method and location in a cost-effective manner.
- Assist in setting appropriate allotted hours and pay rate tolerances in compliance with ADC policies and to ensure accurate compensation to investigators.
- Assist in properly inputting exception codes, case codes and case notes.
- Assist in monitoring and controlling auto-assigned leads.
- Assist in ensuring timely scoping of all reassignments, developed leads, additional leads, updates and corrections.
- Assist in troubleshooting and resolving case scoping issues.
- Assist in managing assignment of casework to the field.
- Assist in ensuring timely assignment of Case Assignment Sheets to investigators in compliance with ADC policies to ensure timely completion of investigations.
- Assist in ensuring timely assignment of all reassignments, developed leads, additional leads, updates and corrections.
- Assist in setting appropriate due dates for investigators in compliance with ADC policies and to ensure timely completion of investigations.
- Assist in identifying, reviewing and processing alternative interview methods and TDYs.
- Assist in conducting regular data retrieval as required to monitor and manage unassigned leads.
- Assist in teaching staff how to prioritize their assignments.
- Assist with projects and process improvements at the direction of their supervisor.
- Coordinate with PSID and ADC LTD NM personnel as necessary.
- Perform all other duties as assigned.
Education, Experience and Skills
- Proven leadership/mentorship skills.
- Ability to maintain a high level of professional demeanor.
- Extensive experience 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 Responsibilities
This position does not carry any supervisory responsibilities. This position requires that the incumbent or replacement must live within commuting distance of and be readily available to work out of the ADC LTD NM corporate headquarters in Albuquerque, New Mexico.
Work Authorization/Security Clearance
Particular supervisory positions require candidates be submitted for and receive an interim clearance before a job offer is no longer contingent and the candidate is hired. 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.
Telework Eligibility
ADC offers full-time, hybrid and emergency telework arrangements for eligible employees when strategic priorities, specific work requirements and the employee and supervisor are suited for such an arrangement. Guidelines have been established to assist the employee in efficient production of their job duties and sets forth the expectations to be followed if a regular full-time, hybrid or emergency telework arrangement is approved.
Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in an 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
Some minimal travel may be required.
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.