Campus Pride Jobs

Working Title: Lead - Contact Center/Triage Unit

Job Class: Human Services Program Representative 1

Agency: Human Services Dept

• Job ID : 77800

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 06/21/2024

• Closing Date : 06/27/2024

• Hiring Agency/Seniority Unit : Human Services Dept / MAPE DHS Central Office

• Division/Unit : Office of Inspector General / Background Studies

• Work Shift/Work Hours : Day Shift / 8:00am - 4:30pm

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $27.58 - $40.49 / hourly; $57,587 - $84,543 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

• FLSA Status : Nonexempt

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The Department of Human Services is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment.

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

This position exists to execute the Commissioner of Human Services’ responsibility for conducting statewide background studies in accordance with the Background Studies Act, Minnesota Statutes, Chapter 245C, and other state and federal laws which requires licensed and non-licensed human service programs and health systems to conduct background studies on specific individuals who have direct contact or unsupervised direct contact with vulnerable populations.

The Background Studies Division (BGS) operates within the Office of Inspector General (OIG). The Background Studies enterprise operates under the authority of the Human Services Background Studies Act (245C), and with other state and federal laws, regulations, standards, and legal processes. As an enterprise business, BGS conducts over 350,000 background studies each year for individuals that have contact with vulnerable populations (supervised/unsupervised) in licensed, and/or unlicensed programs or settings across the State of Minnesota. BGS provides business services via the NETStudy 2.0 proprietary background study system to over 33,000 customer/stakeholders across the State of Minnesota.

Responsibilities include but are not limited to the following:

· Under limited supervision, responsible for ensuring the team of Contact Center/Triages are performing against Contact Center/Triage Unit targets while monitoring the team’s performance and providing coaching, feedback, training, support, and guidance.

· Troubleshooting problems as they arise.

· Professionally responding to inbound calls and email inquiries from background study subjects.

· Ensuring customer support, satisfaction, and quality service are provided.

· Identifying and responding to study subject questions, requests for information, status of studies, and assists callers with issues and concerns pertaining to background studies.

· Analyzing and triaging incoming studies to distinguish study types and determines appropriate routing processes.

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

2 years professional experience providing guidance, support, coaching and work instructions to staff performing work in the Contact Center/Triage area.

Experience must demonstrate the following:

· Serve as lead subject matter expert; liaise represent, consult, collaborate, and/or advise others on the work and functions of the unit.

· Proficient in analyzing information such as: criminal history records, court dispositions, preponderance of evidence, and/or risks of harm.

· Ability to handle confidential and sensitive information.

· Conduct quality control/quality assurance reviews.

Preferred Qualifications

• Knowledge of Background checks/screening fingerprinting, and photo imaging, processes, laws, protocols and standard practices.

· Ability to communicate effectively over the telephone and possess strong customer service skills.

· Prioritize work activities to assure deadlines are met.

· Make independent judgments on background studies resulting in decisions that must be able to stand up in court proceedings; and/or in a judicial review.

· Proficient in using computers; software applications; other technology and general office equipment.

· Proficient in using Microsoft Office Suite applications and other electronic collaborative.

· Apply program policy in answer to specific concerns.

· Discern and understand when to escalate calls to CCT Unit Supervisor, other BGS Unit Supervisors, or the Operations Manager.

· Variety of experiences working effectively with others from different backgrounds and cultures.

Additional Requirements

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

REFERENCE/BACKGROUND CHECKS - The Department of Human Services will conduct reference checks to verify job-related credentials and criminal background check prior to appointment.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.