PSID Case Scoping Lead

ADC LTD NM•Albuquerque, NM

8d•Remote

About The Position

The PSID Case Scoping Lead is responsible for the support and productivity of the scoping team and creating Case Assignment Sheets – lists of leads to be completed by investigators in the field. A successful Case Scoping Lead must follow ADC LTD NM and PSID policies and procedures and meet the following expectations:

Requirements

Proven leadership/mentorship skills; ability to maintain a high level of professional demeanor.
Familiarity 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

Responsibilities

Model ADC LTD NM’s core values, policies and procedures and ensure that the same are supported at all times.
Maintain appropriate staffing levels within the team with assistance from the PSID Intake Operations Manager.
Regularly monitor and analyze each team member’s strengths and challenges to properly support them and maintain full production, timeliness and quality.
Foster a positive, team-oriented environment.
Set realistic goals and encourage productivity and performance as a team and individually.
Participate in recognition programs to acknowledge personnel’s successes and maintain morale.
Retrieve and prepare investigation documents for use in the field.
Establish Case Assignment Sheet standards, coordinating with their supervisor as needed.
Ensure accurate Case Assignment Sheets that 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, DHS Writing Guide and EFIM flag requirements.
Make certain that leads are appropriately grouped by location and in a cost-effective manner.
Overscope as necessary to ensure full and timely completion of the investigation, such as character references.
Set appropriate due dates for investigators, in compliance with ADC policies, to ensure timely completion of investigations.
Set appropriate allotted hours and mileage, in compliance with ADC policies, to ensure fair compensation of investigations.
Properly input exception, case codes and case notes.
Troubleshoot and resolve scoping issues.
Process tickets for reassignments, additional leads and updates or corrections.
Scope reassignments and other new leads at the request of contract leads or team members the same day the request is received.
Monitor and control auto-assigned leads.
Conduct regular data retrieval from databases as required to manage incoming cases and tickets.
Coordinate team meetings and other communications to discuss volumes, timeframes, prioritization, changes to policies and standards, high volume areas, and customer feedback.
Regularly report team information and participate in meetings with PSID management personnel to report and discuss updates, productivity, performance, morale, and best practices.
Conduct scoping queue and quality spot checks and report the results to their supervisor.
Plan, implement and coordinate training for new team personnel and requests training with the assistance of PSID Intake Operations Manager and the ADC Training Department.
Organize time and resources to ensure timely completion of investigations.
Track and log investigation progress and completion.
Maintain a working knowledge of Roadrunner.
Quickly troubleshoot issues as they arise.
Develop and maintain professional, courteous, and cooperative working relationships with all ADC employees, vendors and contractors.
Assist with projects and process improvement at the direction of their supervisor.
Coordinate with PSID and ADC LTD NM personnel as necessary.
Perform all other duties, as assigned