Complaints And Compliance Project Manager

POSITION SUMMARY

Subject to management approval of the Deputy Inspector General and Chief of Chicago Investigative Division, and under direct supervision of the Deputy Inspector General Complaints and Compliance (C&C), serves as C&C Project Manager. The incumbent is responsible for monitoring division workflow, as well as assisting with planning and coordinating administrative and office support functions related to the efficient operation of the C&C unit. Work includes, but is not limited to, a variety of highly professional, administrative, and confidential functions, including creating operational reports and spreadsheets, preparing correspondence, scanning and emailing documents, and providing general office assistance such as answering telephones and maintaining files and records. This position involves working with information of an extremely sensitive and confidential nature.

DUTIES & RESPONSIBILITIES

• Monitors unit workflow, processes, and deadlines to assist in determining status of statutory obligations and/or agency expectations; advises supervisor if adjustments should be made to reprioritize duties; makes recommendations on possible changes to enhance the efficiency of the office. As needed, makes and/or reviews spreadsheets to assist in tracking workload.

• Regularly prepares, reviews, and presents operational reports (e.g., performance metrics), including but not limited to those designed to monitor statutory deadlines, staff workloads, and complaint statuses, and to measure progress against agency goals and expectations. Provides feedback and assessments based on operational reports regarding office efficiency and functionality.

• develop, edit, proofread, organize, and/or distribute charts, visual aids, and/or memoranda to be used for annual reports and the Public Accountability Report, among other things.

• Assists with the initial complaint review process, ensuring that all complaints received via in-person delivery, hotline, website, fax, referrals, or other means are entered timely in the case management system; accurately documents requisite information associated with the complaints into the case management system and internal routing logs. Identifies and forwards or processes complaints that need immediate attention. Answers office telephones as necessary.

• Develops, edits, proofreads, and distributes form letters and other original correspondence, particularly those related to referring or declining complaints, in a timely manner; redacts or takes other steps necessary to prepare attachments for those letters; preserves these documents and related information in the case management system and internal routing logs. Maintains electronic and hard copy files of documents, as needed.

• assist with processing revolving door files, as needed.

• assist with tracking compliance with additional agency processes, as needed, including receiving and transmitting materials to appropriate parties, and entering and/or updating information into the Office of Executive Inspector General (OEIG) case management system.

• Upon direction from management, directs and guides activities of other unit staff, including answering questions they have, assigning work, helping to develop sound plans, setting priorities, facilitating training and professional development, and accurately and clearly conveying directives, assignments, instructions, and other information from management to staff as directed.

• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

ABILITIES & SKILLS

To be successful in this position, a C&C Project Manager should have the following:

• ability to complete projects with short deadlines;
• ability to balance multiple concurrent priorities;
• strong organizational and time management skills;
• ability to effectively use Microsoft Office Suite (Excel, Word, Outlook) and other applications;
• ability to communicate, clearly and concisely, orally and in writing, and the ability to interact with coworkers and representatives of other agencies in a professional manner;
• ability to effectively lead, coach, motivate, and develop a team toward achieving results;
• high personal ethical standards and the ability to work appropriately with sensitive and confidential materials; and
• familiarity with computers, photocopiers, telecommunication equipment, and videoconferencing applications.

REPORTS TO: Deputy Inspector General – C & C and Deputy Inspector General and Chief of Chicago Investigative Division.

SUBORDINATE POSITIONS: include Administrative Assistants – C & C

MINIMUM QUALIFICATIONS

• high school diploma or demonstrated knowledge, skill, mental development or equivalent experience to four years of high school; and

• knowledge of and experience with tracking and reporting on data and findings.

PREFERRED QUALIFICATIONS:

• minimum of two years of college or business education;

• prior progressive supervisory experience;

• prior experience answering and/or responding to hotline calls;

• prior administrative experience in a public or private organization; and

• demonstrated knowledge of Microsoft Office Suite (Excel, Word, Outlook) and other applications.

JOB STATUS

Full-time, FLSA non-exempt. This position is exempt from the provisions of the State of Illinois Personnel Code.