Complaints Coordinator

State of Indiana; Indianapolis (IN); On-site; USD 48,000 - 59,000; Full time

Benefits offered by this job

Three medical plan options (including

Wellness Rewards Program

Two fully-funded pension plan options

Paid time off (vacation, personal, and

Education Reimbursement Program

LinkedIn Learning access

Free Parking for most positions

Job summary

State of Indiana, through the Indiana Department of Environmental Management (IDEM), seeks a Complaints Coordinator to serve as the first point of contact for public concerns. You will assess, route, and document complaints, keeping meticulous records and generating insights for program staff across IDEM.

You will manage ~3,500 complaints yearly, collaborate with colleagues, and produce monthly and annual reports to guide leadership decisions in a fast-moving, public-facing environment.

Qualifications

• Strong written and verbal communication skills.
• Ability to read and interpret regulations, statutes, and agency guidance.
• Experience handling high-volume complaints or inquiries.
• Proven ability to enter, track, and manage data in a database.
• Ability to route and coordinate with multiple program areas and partner agencies.

Responsibilities

• Serve as primary contact for public complaints via phone, email, mail, in-person, and referrals.
• Operate in fast-paced, evolving, and adversarial situations.
• Gather information to initiate environmental complaints and document details clearly.
• Enter and maintain accurate complaint information in the agency database.
• Route complaints to the correct program area or external agency promptly.
• Retrieve and respond to voicemail messages and distribute them appropriately.
• Acknowledge, log, and assign complaints across channels.
• Develop and distribute monthly and annual reports summarizing complaint data for leadership.

Skills

Attention to detail

Clear communication

Microsoft Office

Organizational skills

Team collaboration

Regulatory interpretation

Time management

Confidentiality

Tools

Microsoft Office Suite

Job description

Select how often (in days) to receive an alert:

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About Indiana Department of Environmental Management (IDEM): Our mission is to implement federal and state regulations to protect human health and the environment while allowing the environmentally sound operations of industrial, agricultural, commercial, and governmental activities vital to a prosperous economy. We issue air, water, and solid and hazardous waste permits that restrict discharges to environmentally safe levels. Staff members inspect and monitor regulated entities; provide compliance and technical assistance; monitor and assess air, land, and water quality; use enforcement actions as necessary to ensure compliance; and respond to incidents involving spills to soil or waters of the state.

Role Overview:

The Complaints Coordinator is one of the Indiana Department of Environmental Management’s key public-facing connectors. In this role, you will be the first point of contact for public complaints and inquiries, turning incoming information into organized, actionable insights for program staff across IDEM.You will assess each complaint, identify the correct environmental program area or partner agency, and ensure concerns are addressed promptly and professionally. You will keep accurate records, track timelines, and prepare monthly and annual reports that help leadership understand trends and community needs.Working alongside another Complaints Coordinator on a small, cooperative team, you will help manage approximately 3,500 complaints each year. This work provides a meaningful opportunity to support a high-volume operation that directly serves citizens seeking guidance and resolution.This position is a strong fit for someone who enjoys problem solving, clear communication, and serving as a calm, organized presence in a fast moving environment.

• Serve as a primary point of contact for public complaints received via phone, email, mail, in-person, and outside agency referrals.
• Operate confidently in fast-paced, evolving, and occasionally adversarial situations.
• Gather key information needed to initiate environmental complaints and document details clearly.
• Enter and maintain accurate complaint information within the agency database.
• Route incoming complaints to the correct program area or external agency with speed and accuracy.
• Retrieve, review, and respond to voicemail messages and distribute them appropriately.
• Acknowledge, log, and assign complaints and inquiries received through all communication channels.
• Process and respond to appropriate correspondence with professionalism and clarity.
• Develop, update, and distribute monthly and annual reports summarizing complaint data for agency leadership.

Role Requirements:

• Ability to work independently while staying highly focused and attentive to detail.
• Consistent, timely, and accurate task execution.
• Comfortable reading and interpreting regulations, statutes, and agency guidance.
• Clear, professional communication skills- both written and verbal.
• Strong team collaboration skills with the ability to build effective relationships across programs and partner agencies.
• Adaptability to organizational and procedural changes.
• Proficiency with Microsoft Office Suite.
• Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Self-motivated, reliable, and committed to maintaining confidentiality and integrity in all interactions.

The salary for this position traditionally starts at $53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Establish program objectives, KPIs, and actions to achieve them.
• Develop, update, and monitor all policies and procedures related to the program area.
• Interpret and explain policies, rules, regulations, or laws to leadership or customers.
• Implement corrective action plans to solve program problems.
• Analyze, prepare, and disseminate monthly and annual program reports.
• Review budget and make budgetary recommendations to improve the program area finances.
• Ensure program requirements meet federal and state policies and grants compliance.
• Assist in the development and train employees or agency consultants on program requirements and usage.
• Coordinator and deliver communication plans and communications.
• Serve as a liaison between agency and other state and federal agencies.
• Serve on management committees or other governing boards.
• Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
• Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees. Ensure work adheres to quality standards, deadlines, and proper procedures.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Specialized knowledge in program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Extensive knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to develop and implement new principles and policies and discern any far-reaching implications.
• Ability to communicate orally and in writing.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

A degree is not required. However, at least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
• 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
• Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .