Escalation Coordinator I

US-MO-Lebanon
Job ID
2017-1532
# of Openings
1

Overview

Under general supervision, performs a variety of tasks relating to the escalation process. Oversees the work of all other personnel who may be assigned to assist in these duties.

Responsibilities

Representative Duties:

 

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

 

  • Receive and track all escalations in which the Communication Analysts analyze as high, medium or low priorities.
  • Re-monitor the escalated call and verify the content provided in the escalation by the Communication Analysts.
  • Analyze the daily work load and distribute escalations to Escalation Coordinator Assistants as needed.
  • Complete the escalation sheets, verify intelligence, and send to the Investigations Manager for review/assignment to the Investigations’ Staff. If the escalation lacks intelligence, compose an email to the Investigations Manager detailing why the escalation has been declined for investigation.
  • Input the confirmed escalations on the Investigation Analyst tracker.
  • Track and report any errors in which may be made by the Communication Analysts as well as attend weekly meetings to recap those errors with Quality Assurance, the Investigations Manager, and the Intelligence Coordinator.
  • Organize incoming escalations for targeted State Requests. Verify and compile those escalations to be sent to the Investigations Manager.

Perform any duties that may be assigned by the Investigations Manager.

Qualifications

Qualifications:

 

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

  • Basic knowledge of computer equipment.
  • Knowledge of applicable software applications such as spreadsheets and databases.
  • Know all functions of a Communication Analyst.
  • Methods and techniques for record keeping and filing.
  • English usage, spelling, grammar and punctuation.

 

Ability to:

 

  • Exercise good judgment while reviewing escalations and maintain confidentiality of all investigations.
  • Understand, interpret, and apply all departmental policies and procedures regarding Escalation Coordinator duties.
  • Work under time constraints.
  • Read, understand, and review escalations for accuracy and relevant information.
  • Maintain record keeping systems.
  • Proofread and edit escalation sheets for errors.
  • Understand and follow instructions.
  • Operate office equipment including computers and spreadsheet and database applications.
  • Type and enter data at a speed necessary for successful job performance.
  • Communicate clearly and concisely, both orally and in writing.
  • Establish and maintain effective working relationships with those contacted in the course of work.

 

Education and Experience GuidelinesAny combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education:

High School Diploma is required.

 

Experience:

Completion of the Communication Analyst probationary period (90 days) and demonstrating high accuracy in escalating intelligence as well as demonstrating proficiency in typing and organizing skills.

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

 

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