Complaints Coordinator

State of Indiana•Indianapolis, IN

9d•Onsite

About The Position

Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana. About Indiana Department of Environmental Management (IDEM): Our mission is to implement federal and state regulations to protect human health and the environment while allowing the environmentally sound operations of industrial, agricultural, commercial, and governmental activities vital to a prosperous economy. We issue air, water, and solid and hazardous waste permits that restrict discharges to environmentally safe levels. Staff members inspect and monitor regulated entities; provide compliance and technical assistance; monitor and assess air, land, and water quality; use enforcement actions as necessary to ensure compliance; and respond to incidents involving spills to soil or waters of the state. Role Overview: The Complaints Coordinator is one of the Indiana Department of Environmental Management’s key public-facing connectors. In this role, you will be the first point of contact for public complaints and inquiries, turning incoming information into organized, actionable insights for program staff across IDEM. You will assess each complaint, identify the correct environmental program area or partner agency, and ensure concerns are addressed promptly and professionally. You will keep accurate records, track timelines, and prepare monthly and annual reports that help leadership understand trends and community needs. Working alongside another Complaints Coordinator on a small, cooperative team, you will help manage approximately 3,500 complaints each year. This work provides a meaningful opportunity to support a high-volume operation that directly serves citizens seeking guidance and resolution. This position is a strong fit for someone who enjoys problem solving, clear communication, and serving as a calm, organized presence in a fast moving environment.

Requirements

Ability to work independently while staying highly focused and attentive to detail.
Consistent, timely, and accurate task execution.
Comfortable reading and interpreting regulations, statutes, and agency guidance.
Clear, professional communication skills—both written and verbal.
Strong team collaboration skills with the ability to build effective relationships across programs and partner agencies.
Adaptability to organizational and procedural changes.
Proficiency with Microsoft Office Suite.
Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
Self-motivated, reliable, and committed to maintaining confidentiality and integrity in all interactions.
Specialized knowledge in program subject matter obtained through experience and/or education.
Specialized knowledge of program area including pertinent rules and regulations.
Extensive knowledge of all source materials and references including federal and state laws governing the programs.
Ability to develop and implement new principles and policies and discern any far-reaching implications.
Ability to communicate orally and in writing.
The ability to apply general rules to specific problems to produce answers that make sense.
Ability to work effectively with a wide variety of stakeholders.
Working knowledge of accounting and budget principles.
Ability to delegate work, set clear direction, and manage workflow.
Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

Nice To Haves

At least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Responsibilities

Serve as a primary point of contact for public complaints received via phone, email, mail, in-person, and outside agency referrals.
Operate confidently in fast-paced, evolving, and occasionally adversarial situations.
Gather key information needed to initiate environmental complaints and document details clearly.
Enter and maintain accurate complaint information within the agency database.
Route incoming complaints to the correct program area or external agency with speed and accuracy.
Retrieve, review, and respond to voicemail messages and distribute them appropriately.
Acknowledge, log, and assign complaints and inquiries received through all communication channels.
Process and respond to appropriate correspondence with professionalism and clarity.
Develop, update, and distribute monthly and annual reports summarizing complaint data for agency leadership.

Benefits

Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
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