Customer Service Representative

Recovery Monitoring Solutions Corporation; Aurora (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

Recovery Monitoring Solutions Corporation in Colorado is seeking a Case Manager for Electronic Monitoring in Community Corrections. You will supervise clients referred for home monitoring, install equipment, and ensure adherence to program rules. The position requires strong customer service, communication, and organizational skills. A high school diploma or GED, valid driver's license, and ability to travel in the U.S. are needed; Microsoft Office proficiency is preferred.

Qualifications

• High School diploma or GED or equivalent is required.
• Six months of experience in community corrections or related fields is preferred.
• Valid driver's license is required.
• Strong customer service and communication abilities.

Responsibilities

• Install and supervise electronic home monitoring equipment for clients.
• Meet with clients to review schedules and ensure compliance with program rules.
• Monitor device alerts and document client activity and court-referred orders.
• Maintain equipment inventory and troubleshoot device issues.
• Prepare and submit reports to probation officers or referring courts.

Skills

Customer service

Communication skills

Attention to detail

Organizational skills

MS Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

The Case Manager, Electronic Monitoring, Community Corrections is responsible for supervising clients referred for electronic home monitoring. Completes installation of monitoring equipment for new clients, monitors compliance using electronic equipment and on-site checks to include breathalyzer testing and drug screen urinalysis. Tracks data received from electronic device for compliance with approved schedule, pre-trial orders, court orders, sanctions and other agency referrals. Responsible and accountable for the maintenance of assigned equipment to include cleaning, inventory, ensuring proper functioning, and troubleshooting problems with the equipment.ESSENTIAL FUNCTIONS:o Meets with clients, in office or at the location of referring agency, to install and uninstall electronic home monitoring equipment. Completes proper documentation to include data entry for new client set-up. Provides overview of the home monitoring program and reviews the rules of client compliance.o Meets with clients weekly to review and approve the client's daily schedule for upcoming week and ensures schedule follows all policies and guidelines. Monitors and addresses alerts received from electronic monitoring device to determine client compliance and adherence to program guidelines. Provides notification and documented report to probation officer or referring court in instances of non-compliance.o Creates appointments and sets schedules for regular client office visits. Administers drug and alcohol testing as determined by the client's program. Tests may include alcohol breathalyzers, supervision and collection of same sex urine samples, oral swabs and/or hair follicle collection using strict adherence to collection and chain of custody protocol.o Inspects equipment for proper functioning, maintains accurate inventory of all assigned equipment and requests new equipment as needed. Communicates with call center to troubleshoot problems with monitoring equipment. Reports missing inventory and files police reports as required.o Updates physical and electronic files; ensures all relevant and pertinent information is included. Maintains and monitors the confidentiality of client records and administrative files.o Works with court and court officials to write and update client reports. Testifies in court when required.o Collects supervision payments from clients, provides receipts and completes daily deposits. Follows cash collection policy, ensures accountability for all payments received and creates a balance daily to identify and correct discrepancies.o Complies with applicable regulations, laws, rules, procedures, policies, standards and/or contractual requirements.o Domestic U.S. travel may be required.o Other duties as assignedo High School diploma, GED certification or equivalent is requiredo Six (6) months of experience with community corrections, electronic monitoring, corrections, probation or local courts is preferred.o Knowledge of the state judicial system is preferred.o Proficiency with Microsoft Office (Word, Outlook and Excel) preferred.o Must possess excellent customer service and communication skills, strong attention to detail and high level of organizational skills.o Demonstrate ability to complete pre-service and other training programs as required.o Valid driver’s license is required.