PA - Site Administrator

Position Summary

The individual filling this position will be the first point of contact for facility personnel in all administrative tasks associated with the inmate call control system.  This position has 75% data entry responsibilities: entering, deactivating, and suspending accounts and telephone numbers, transferring, releasing, and adding inmates to the system, suspending inmate debit accounts.  In addition, this position requires initiating and tracking all trouble ticket activity.   Good customer rapport with on-site clients, staff and other team members is mandatory.

Key Responsibilities

• Responsible for the data entry activity adding and deactivating numbers from calling number lists.
• Close out prepaid balances and release account balances to DOC staff for inmate releases
• Process requests for blocks and unblocks, upon request from PA DOC Staff
• Maintain system integrity and quality in the data entry process, by following standardized formats for processing new inmates, transfers, returning inmates, movement, and suspensions.  System integrity also includes following standardized formats for entry notations and proofing all work.
• Ensure that system is operating at peak efficiencies by checking system functionality daily and reporting any outage conditions with the system or phones
• Follow processes for initiating outage conditions, make arrangements for technical assistance and dispatch when needed; following-up on ticket status to ensure tickets are meeting contractual requirements for closure. 
• Support the PA DOC staff in general inquiries for report generation or account information
• Maintain good recordkeeping documentation, file forms per local procedures, keep up-to-date inventories, and timely report submission (including payroll documents and reports)
• Work effectively in a remote team environment, actively participating on team calls, and email responses.   Maintain a professional, efficient rapport with all customers and team members.
• Maintain individual and team objectives through the Performance Assessment process.
• Work with the Team’s Quality Assurance and Control initiatives, identifying and correcting data entry errors through the established processes.
• Direct interaction with the inmate population through direct conversation, email, or phone calls are strictly prohibited.  Only written communication is permitted.

• Minimal travel required to provide on-site backup coverage is required, and remote back-up for team members on vacation.

Education

High school diploma or equivalent

Experience Requirements

• 1-3 years office experience required

• Basic writing, organizational and oral communication skills required
• High accuracy in data entry skills
• Must possess the ability to adapt to the company culture and remote team dynamics
• Must have the ability to work with minimal supervision
• Must have good attendance record
• Must have a clean driving record and reliable means of transportation Background check and drug screening are mandatory for this position

Supporting Competencies/Skills

• Effective and pleasant communicator with all levels of management
• Proficient in Microsoft Office (Word, Excel, Power Point and Outlook)
• Ability to type 50 WPMM
• Ability to work in a fast-paced, multi-tasking environment
• Ability to take on special projects with minimal direction and supervision
• Strong organizational skills and attention to detail
• Good problem analysis and solving skills
• Manage delicate situations in a professional, productive manner
• Team player attitude
• Punctuality