POSITION DESCRIPTION

Transcription

1 State of Michigan Civil Service Commission Capitol Commons Center, P.O. Box Lansing, MI Position Code 1. DPTLTCHAH29R POSITIO DESCRIPTIO This position description serves as the official classification document of record for this position. Please complete the information as accurately as you can as the position description is used to determine the proper classification of the position. 2. Employee's ame (Last, First, M.I.) 8. Department/Agency MIL AFFR CETRAL OFFICE 3. Employee Identification umber 9. Bureau (Institution, Board, or Commission) Michigan Veterans Affairs Agency 4. Civil Service Position Code Description 10. Division TECHICIA-A Strategic Communication and Veteran Engagement 5. Working Title (What the agency calls the position) 11. Section Michigan Veteran Resource Service Center Technician Customer Engagement 6. ame and Position Code Description of Direct Supervisor 12. Unit THELE, SUZAE R; MAAGER-1 7. ame and Position Code Description of Second Level Supervisor 13. Work Location (City and Address)/Hours of Work THELE, SUZAE R; STATE DIVISIO ADMIISTRATOR 17 5th Floor Phoenix Building, 222 orth Washington Square Lansing, MI / Monday-Friday General Summary of Function/Purpose of Position This position will serve as a lead worker responsible for assigning and directing work of lower technicians. The lead worker will also oversee and assure the quantity and quality of the calls to the Michigan Veterans Resource Service Center by requiring strict adherence to methods and procedures. Position will also be responsible for planning, developing, and conducting staff development and training.

2 15. Please describe the assigned duties, percent of time spent performing each duty, and what is done to complete each duty. List the duties from most important to least important. The total percentage of all duties performed must equal 100 percent. Duty 1 General Summary: Percentage: 60 Serve as lead worker responsible for assigning and directing the work of lower technicians. Process calls to the Michigan Veterans Resource Service Center. Support quality cases by working with Manager and Division Director to improve and enhance technical infrastructure and case outlines. Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, etc. Perform at least monthly quality assurance call monitoring utilizing formal checklist. At conclusion, discuss and review call quality with Manager. Assist technicians with complex inquiries and escalate to manager as necessary. Prepare call and case reports for presentation. Collect data and complete call profile. Review and evaluate resources and answers submitted to callers by E level technicians support in effort to develop and link additional data- and knowledgebases for answers to questions. Provide technicians with technical support and streamlined workflows to achieve efficient and effective resolution to cases. Identify, remedy and escalate infrastructure issues within the CRM, IVR, Record Manager, DPRIS or any other support system utilized by technicians. Work in the call center as needed. Duty 2 General Summary: Percentage: 20 Plan, develop and conduct programs for staff development and training. Develop and maintain core training for new technicians. Conduct required orientation and training for new technicians. Analyze current training manual and operations and make recommendations for change. Complete and maintain a program for continued staff training and development. Ensure staff is continually scheduled for and attending quarterly trainings offered by the State of Michigan. Duty 3 General Summary: Percentage: 15 Assists and oversees the customer service survey implementation. Compiles, reviews, and monitors programmatic data and reports to Manager and Division Director. Support implementation of MVRSC customer service surveys to ensure call quality and to formally track complaints and referrals. Create escalation pathways with tracking and reporting functions. Utilize survey data to determine coaching and training opportunities. Escalate complaints to manager as necessary for appropriate resolution. Identify unmet needs and potential gaps in referral resources and recommend or escalate for action. Review technician cases to ensure completeness of case details that are used to track call data. Pull monthly call data reports and compile results to determine the need for schedule or program changes.

3 Duty 4 General Summary: Percentage: 5 Miscellaneous duties Provide project support and assistance to other MVAA units utilizing Salesforce as requested by the Manager or Division Director. Additional duties as assigned. 16. Describe the types of decisions made independently in this position and tell who or what is affected by those decisions. Using data obtained through the knowledgebase and any additional research, answer veteran questions. Decisions made by technicians may result in the veteran obtaining federal and state benefits. Referral to veteran service officer. Will impact VSO workload. Elevation of a case. May affect the time it takes to get an answer for a veteran. 17. Describe the types of decisions that require the supervisor's review. Any decision that has an impact on MVAA budget or operates outside the established procedures of the Veteran Resource Service Center. Counseling and re-education of lower technicians. Major changes to case structures and permissions in Salesforce, ICE InContact or other supporting systems. Deviations from set hours or work location. 18. What kind of physical effort is used to perform this job? What environmental conditions in this position physically exposed to on the job? Indicate the amount of time and intensity of each activity and condition. Refer to instructions. This position requires the technician to operate a phone, headset and computer for multiple hours while sitting or standing. Physical effort includes sitting, standing, stooping, kneeling, reaching, lifting, carrying, walking and bending. The environmental conditions are those typically associated with an office environment. Job duties may require an employee to work under stressful conditions. 19. List the names and position code descriptions of each classified employee whom this position immediately supervises or oversees on a fulltime, on-going basis. AME CLASS TITLE AME CLASS TITLE SHUART, FRACESCA L TECHICIA-E 7 SCHROEDER, JESSICA M TECHICIA-E E9 WADE, SEA P TECHICIA-E E9 LAFAVE, CHELSA A LAMB, PATRISIO M ALLE, REBECCA A Additional Subordinates 20. This position's responsibilities for the above-listed employees includes the following (check as many as apply): Complete and sign service ratings. Assign work. Provide formal written counseling. Approve work. Approve leave requests. Review work. Approve time and attendance. Provide guidance on work methods. Orally reprimand. Train employees in the work. 22. Do you agree with the responses for items 1 through 20? If not, which items do you disagree with and why? Management developed PD.

4 23. What are the essential functions of this position? Ability to conduct training. Ability to analyze data and operations and make recommendations for change. Ability to organize and coordinate the departmental technician activities of the MVRSC. Ability to allocate work to other Departmental Technicians and support staff in the MVRSC. Ability to determine work priorities. Ability to listen carefully, empathetically and openly for understanding and asks questions appropriately. Communicate effectively in speech, & in writing (including electronically), Invite open dialogue in ways that are clear, and easy to understand. Ability to research complex issues. Strong Communication Skills Strong Interpersonal Relations Commitment to Customer Service Team work ethic Enthusiasm for continuous learning and adaptability to change Strong ethics & understanding of military values Tolerance and understanding cultural differences Strong productivity skills:accuracy, Quality & Quantity of Work Accountability & Goal Achievement Planning & Organizational Skills Supports and understands MVAA mission, vision and values Ability to work under high stress and with stressed callers. 24. Indicate specifically how the position's duties and responsibilities have changed since the position was last reviewed. Updated language and details for duty 1 summary and tasks, duty 3 summary and tasks and duty 4 tasks. Added training language and new programs that are used now. Added to box 18 that service animals may be in work area. Updated percentages of time for each duty. Concept of job remains the same with more detailed language. 25. What is the function of the work area and how does this position fit into that function? The technician must not only know and understand the programs and range of benefits available for all eras of service and Michigan ational Guard, but the complex eligibility criteria for each program which include but are not limited to an understanding of program requirements and how the length of service, geographic assignment and disability rating may impact eligibility. Customer engagement technicians will work with and support professional staff and senior leadership to develop solutions and assist with development of claims. 26. What are the minimum education and experience qualifications needed to perform the essential functions of this position. EDUCATIO: Possession of a high school diploma EXPERIECE: Three years of experience as a technician or paraprofessional, including one year of experience equivalent to the experienced level in state service. OR Two years of experience performing administrative support activities equivalent to the 9-level in state service. OR Two years of experience as a supervisor of administrative support activities equivalent to the 9-level in state service. KOWLEDGE, SKILLS, AD ABILITIES: Knowledge of the procedures, laws, regulations and rules related to the work. Ability to maintain records. Computer skills (WORD, PPT, EXCEL, OUTLOOK, Database search). Ability to make independent decisions, solve problems, seek answers, work in a team and work on and prioritize multiple tasks. Ability to maintain favorable public relations and communicate effectively. CERTIFICATES, LICESES, REGISTRATIOS: /A OTE: Civil Service approval does not constitute agreement with or acceptance of the desired qualifications of this position.

5 I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Supervisor TO BE FILLED OUT B APPOITIG AUTHORIT Indicate any exceptions or additions to the statements of employee or supervisors. n/a I certify that the entries on these pages are accurate and complete. KRISTI LESMEISTER Appointing Authority 2/9/2018 I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position. Employee