PA Site Administrator Chester/Phoenix

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