PSID Case Scoping Lead
Albuquerque, New Mexico, United States of America
Full Time
4 days ago
$71,500 - $78,000 USD
Key skills
ExpressLeadershipCommunication
About this role
Summary
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:
Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation:
• 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
Education, Experience and Skills
• 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
Supervisory Responsibility
This position is responsible for the oversight and management of case scopers, and responsible for maintaining a positive work environment. The Supervisor is responsible for managing employee workflow, training new hires, managing team’s schedules, reporting to HR and senior management, evaluating performance and providing feedback, identifying and applying career advancement opportunities to the entire team and helping to resolve issues and disputes in accordance with ADC LTD NM policies and procedures. The Supervisor is also responsible for implementing and upholding ADC’s Equal Employment Opportunity and Affirmative Action Plan policies. The Supervisor must live within commuting distance of and be readily available to work out of the ADC LTD NM corporate headquarters in Albuquerque, New Mexico.
Work Authorization/Security Clearance
Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position.
Position Type/Expected Hours of Work
This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MST and 6:00 p.m. MST. Evening and weekend shifts may be required. Exceptions may be made with approval.
Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.
Probation
Six-month probation at start of initial employment and/or when position is new for the employee.
Travel
Some travel may be required.
Benefits
Full benefit package as outlined per ADC policies and procedures.
Given the changing nature of requirements, responsibilities, rules and duties, the expectations and qualifications listed in this job description may not fully express the position's structure. ADC LTD NM is not responsible for any errors or omissions that may be expressed with the information provided.
ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.
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:
Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation:
• 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
Education, Experience and Skills
• 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
Supervisory Responsibility
This position is responsible for the oversight and management of case scopers, and responsible for maintaining a positive work environment. The Supervisor is responsible for managing employee workflow, training new hires, managing team’s schedules, reporting to HR and senior management, evaluating performance and providing feedback, identifying and applying career advancement opportunities to the entire team and helping to resolve issues and disputes in accordance with ADC LTD NM policies and procedures. The Supervisor is also responsible for implementing and upholding ADC’s Equal Employment Opportunity and Affirmative Action Plan policies. The Supervisor must live within commuting distance of and be readily available to work out of the ADC LTD NM corporate headquarters in Albuquerque, New Mexico.
Work Authorization/Security Clearance
Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position.
Position Type/Expected Hours of Work
This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MST and 6:00 p.m. MST. Evening and weekend shifts may be required. Exceptions may be made with approval.
Work Environment & Physical Demands
While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.
Probation
Six-month probation at start of initial employment and/or when position is new for the employee.
Travel
Some travel may be required.
Benefits
Full benefit package as outlined per ADC policies and procedures.
Given the changing nature of requirements, responsibilities, rules and duties, the expectations and qualifications listed in this job description may not fully express the position's structure. ADC LTD NM is not responsible for any errors or omissions that may be expressed with the information provided.
ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.