Responsible for handling nationwide DHS case assignments
Working closely with the DHS Deputy Program Manager, the position requires daily spoken and written communication with investigative personnel, support staff, and management.
Interact with DHS Program Manager, Deputy Program Manager Quality Assurance Officer, Investigative Training Coordinator , Review Operations Manager, Review Team Leads, Field Operations Manager, Regional Managers, Section Leads, Quality Assurance staff, reviewers, field investigators, and the customer to ensure timeliness and thoroughness of investigations.
Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals
Strategically distribute all DHS case work nationally to our workforce in order to maximize employee performance
Assign all leads in Pending (PE) status within 1 business day
Manage daily workload and assignments for Contract Field Investigators (CFI) and Contractor Investigation Technicians (CIT)
Review monthly and quarterly CFI/CIT statistics with Deputy Program Manager to ensure acceptable performance is maintained for all staff supporting the program
Manage all workload priorities, minimize workload and assignment inefficiencies, ensure priority ladder is being followed and identify incorrect case re-assignment practices
Identify new processes, systems or products to enhance performance of the program
Ability to analyze problems and develop solutions.
Be familiar of the financial operational aspects of the program.
Be knowledgeable with the business workload priorities, timeliness parameters, customer priorities, and the DHS Background Investigator’s Report Writing Guide.
Assist Deputy Program Manager with case assignments, workload capacities, and Assigned Completion Date (ACD) changes in a timely manner
Assist in times of surges or reduced case flow and general support, as required, to maintain a functional operational output
Analyze cause and effect solutions in Program Performance
All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and are to be performed in conformance with applicable company policies and procedures.
In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from the Program Manager or authorized company representatives
Ability to work evenings/weekends, when needed
Other duties as assigned
Requirements
Must possess and maintain a current favorably adjudicated T5 or T5R background investigation at all times
Bachelor’s degree from an accredited college or university
At least five (5) years of combined personnel security and investigative experience at the state or federal level
Experience that demonstrates the ability to direct, execute, and control the performance of all work on the DHS BI Program with detailed knowledge of daily operations
Ability to plan and organize work
Ability to communicate effectively orally and in writing
Self-starter with proven leadership ability, as well as demonstrated success working with limited supervision while coordinating activities with security, field operations, inspections, quality assurance, contracts, and other program execution functions
Strong customer service skills with ability to critically evaluate and resolve problems
Excellent interpersonal communication and presentation skills, including previous experience interfacing at all levels and with multiple departments virtually
Ability to work in a fast-paced environment with short turnaround times
Prioritize and perform functions at varying levels to ensure contract compliance
Excellent working knowledge and understanding of DHS BI Program policies and procedures
Has an advanced understanding and ability to apply standards, principles, theories and technical concepts of job area typically obtained through advanced education combined with experience
Understands basic management approaches such as work scheduling, prioritizing, and process execution
Remain flexible and receptive to policy changes, departmental changes and adjust accordingly
Excellent time management and administrative skills with the ability to prioritize and/or reprioritize daily tasks based on the needs of the program
Energetic and positive-minded with the ability to foster relationships with customers and all staff supporting the DHS BI Program
Analytical and problem-solving skills with the ability to recognize patterns, trends and/or issues, identify key findings, determine conclusions and communicate all relevant information.
Proficient in Microsoft Office Suite (Word, Excel, Outlook and PowerPoint)
Excellent computer skills and proven analytical skills
U.S. Citizenship (a requirement for a federal security clearance)
Ability to obtain and maintain a favorable U.S. Government security clearance