Internal Case Processing Lead (#216) INTERNAL ONLY

Maine Judicial Branch•Lewiston, ME

1d•$24 - $33•Hybrid

About The Position

This is highly responsible administrative work collaborating with leadership, supervisors and staff to identify, design and implement case processing best practices in the Service Center/Violations Bureau. The Service Center/Violations Bureau is a multi-faceted operation that answers a high volume of inbound phone calls and performs the duties of a court with the ability to meet demanding deadlines daily. Extensive contact with the public requires the incumbent to deftly utilize advanced customer service skills to address sensitive and complex court inquiries, and escalated concerns. This role carries significant financial and reputational responsibility due to the high volume of sensitive and financial transactions, and communications overseen. Office responsibilities require extensive use of various databases and computer systems, as well as knowledge of court and office procedures. The incumbent will serve as a subject matter expert and will help teach staff how to effectively use the Enterprise Justice (EJ) case management system. Additionally, this role will participate in the development of written procedures and guides to facilitate the implementation of best practices. This position reports to the Service Center Operations Supervisor. The incumbent takes direction from service center leadership regarding the role to take when interacting with internal and external business partners, but typically the role is to support leadership in the efforts to improve business workflow and resolve problems. This position also may take direction from associate clerks when engaged in processing violations bureau (VB) cases. Potential for partial remote work following initial training/orientation period.

Requirements

Graduation from high school or GED.
Two years’ experience in the Service Center or in a Clerk’s Office.
College coursework may be substituted for the work experience on a year-for-year basis.
Ability to handle and process large volumes of work accurately and efficiently.
Strong organizational and communication skills, both oral and written.
Skill and proficiency in the use of various computer applications, including, but not limited to: Microsoft Excel and other database and spreadsheet software, Microsoft Word and other word processing applications, email, FileMaker Pro, Microsoft PowerPoint, Internet applications including Office 365 Apps; and the ability to quickly gain proficiency with evolving applications and replacement applications.
Accurately keyboard or type not less than 45 words per minute.
Ability to understand and follow oral and written instructions.
Ability to learn and understand court procedures, legal documents, laws, and legal factors pertaining to the court system.
Ability to learn detailed computer applications.
Ability to effectively motivate and coach employees.
Ability to effectively interact with the public, supervisors, other court staff, judges/justices, attorneys, and others in a variety of situations and circumstances; and to teach and train employees to do the same.
Ability to understand and follow judicial, administrative and clerical policies, procedures and instruction manuals.
Ability to assist supervisors in the planning and implementation of procedures and policies.
Ability to recognize, "troubleshoot," and solve problems as they arise.
Ability to complete work with accurate attention to detail.
Ability to multi-task.
Knowledge of generally accepted account practices and ability to learn and follow the Financial Procedures Manual.
Ability to maintain confidentiality of sensitive Judicial Branch information.
Proficiency in the use and care of office equipment, computers, calculators, copy machines, postage machines, and fax machines, and the ability to learn to use other equipment, cash drawers, credit card readers, and video conferencing.
Ability to work both independently and as part of a team.
Ability to effectively manage time in a busy court and office environment.
Ability to remain calm under stressful situations.

Nice To Haves

Experience with training or teaching preferred.

Responsibilities

Promote and teach best practices to service center staff for using the EJ case management system, and other software and services relevant to traffic infraction cases.
Collaborate with leadership, supervisors and staff to identify, design and implement case processing best practices and other policies in the Service Center/Violations Bureau.
Develop internal training materials and procedures to implement best practices.
Use advanced Microsoft 365 skills to draft, share, and collaborate on large documents with detailed formatting.
Manage and process payments to municipalities for participation in VB trials.
Identify and analyze case processing system issues and inefficiencies and, in coordination with service center supervisors, drive efforts with IT and other business partners to make corrections and improvements.
Serve as an internal Maine eCourts subject matter expert on day-to-day issues.
Participate system upgrade projects and future development initiatives.
Communicates and interacts effectively over the telephone, in person and in writing with the public, judges/justices, attorneys, litigants and various state, local, county and federal agencies.
Uses the court case management systems (MEJIS and EJ), Service Center and/or Violations Bureau knowledge bank, Judicial Branch website, intranet, and other sources of information to fully respond to public inquiries. Maintains confidentiality related to cases and parties.
Conducts records research in the court case management systems.
Handles, processes and reconciles, a high volume of fines, fees, costs, and other funds paid; and maintains books, ledgers, and accounts, as necessary.
Handles court scheduling, including hearings, motions and other correspondence.
Dockets, processes, and files matters with the Violations Bureau (e.g., officer tickets, answers, financial documents, returns from court, return mail, dismissals, etc.).
Handles and prepares abstracts, suspensions, and restorations for the Secretary of State.
Works collaboratively with court staff to clarify information and provide information to callers.
Incorporates appropriate voice skills and customer service techniques in all communications to promote positive interactions. Efficiently answers incoming phone calls for the trial courts, Violations Bureau, Administrative Office of the Courts, and the Service Center, while performing all other required duties.
Recognizes and documents trends in calls, stays current on changing forms and court procedures, and helps maintain an accurate and complete Knowledge Bank.
Identifies local court practice consistencies and inconsistencies, which impact availability of accurate and timely information for callers
Uses a wide range of enterprise-wide computer applications, including those designed for document sharing such as Teams, docketing, file management, OneDrive, etc.
Serves as courtroom clerk and performs duties as required by the judge, including technical support, managing court recording equipment, Zoom trials, and all other types of remote courtroom proceedings assigned to the Violations Bureau.
Manages virtual waiting room, courtroom and breakout rooms for proceedings held over Zoom or other virtual format.
Operates various equipment used in the courtroom including: For the Record (FTR) digital software, analog electronic recording systems, courtroom sound systems, assisted listening devices, video monitors, DVD and VHS player/recorder units, interactive video conference systems; MAC and PC systems; and other courtroom related technology.
Maintains a log of OIT Help Desk tickets, tracking statuses and creating new tickets and following up on existing tickets as needed.
Travels to other courts or judicial branch worksites when required.