Lead Client Administrator
o Supervises client services to ensure superior customer service for the client, ensures staff follows proper policies and procedures for check in, data collection and drug testing. Listens and responds to client concerns and attempts to resolve issues.
o Supervises staff in the performance of their duties and evaluates performance as prescribed by company policy. This includes training new employees, listening to concerns and effectively resolving disputes or issues, completing performance evaluations, recommending corrective or disciplinary action and monitoring work assignments.
o Assists in all operational aspects of the service location to include new client set-up, client check-in and verification, administration of alcohol and drug testing, data collection from home monitoring devices and the posting and collecting of service fees.
o Monitors the drug and alcohol testing procedures. Ensures that staff accurately document client's file and maintain strict adherence to chain of custody policies and procedures.
o Participates in quality control audits, reviews various administrative reports and evaluates for complete and accurate documentation. Uses information to identify trends and errors; targets areas for training development and addresses repeat deficiencies. Develops and oversees result-oriented action plans to improve overall operation of service location.
o Assists clients that are unable to pay service fees, provides superior customer service and collaborates with operational management to resolve issue when possible. Utilizes and adheres to payment and collection policies and procedures.
o Provides for areas under supervision to be adequately staffed; fills in periodically during periods of short staffing.
o Creates complete and accurate documentation of client office visits to ensure timely communication with probation and court officers. Updates client files to report failures to appear, inability to provide collection for alcohol or drug testing, and/or failure to comply with program requirements.
o Supervises and maintains accountability for the daily deposit. Follows cash collection policy, ensures staff accountability for all payments received and verifies a balance daily to identify discrepancies. Completes the deposit and records the deposit log and receipt as required.
o Creates, maintains, reviews and edits electronic files in an organized manner; maintains confidentiality and security of records.
o Domestic U.S. travel may be required.
o Other duties as assigned
o High School diploma, GED certification or equivalent is required
o One (1) year of experience in community corrections or related field is required
o Six (6) months of supervisory experience is preferred.
o Ability to communicate clearly both verbally and in writing and apply problem solving techniques.
o Proficiency with Microsoft Office (Word, Outlook and Excel) preferred.
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