If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

The Quality Coordinator assists Case Initiation Center (CIC) management in providing on-going training, mentoring and coaching to Case Initiation Coordinator/Research Specialists, ensuring program deliverables and accountabilities are fulfilled; through planning and oversight of special projects within CIC. The position will be located in Norman, OK with flexible and/or remote option possible. This position will also participate in an onsite rotation schedule to be available to Case Initiation Coordinator/Research Specialists working onsite.

Essential Functions:

• Provide support for daily production activities as needed for the CIC
• Resolve escalated customer issues; assign daily operating tasks to ensure coverage for all operations
• Regularly analyze specialists’ completed cases in accordance with accepted CIC/CSS quality review procedures and communicate results to the specialist
• Communicate with unit supervisors regarding production of specialist to assist with coaching and may participate in monthly one-on-one performance review meetings for those in training or re-training
• Regularly administer routine quality control checks and other specialized tasks in child support systems
• Perform quality analysis and recommend improvements to processes, policies and procedures regarding quality and efficiency of operations
• Serve as subject matter expert and first point of contact on the team to answer questions and provide overall support on program processes and functions
• Performs related duties as assigned
• Develops, implements and manages training and Q/A programs for the Case Initiation Center (CIC) to provide services to meet the customer needs.
• In consultation with others in management will develop, facilitate and conduct presentations and training events related to CIC processes, procedure and service delivery for its customers.
• Will monitor customer transactions for quality control, assess and use discretion to resolve case issues and problems with quality service delivery and provide feedback and make recommendations to management, staff, and state agency partners to improve quality performance and identify training needs.
• Will participate in strategic planning to assist CIC management in setting goals and identifying opportunities for performance and operational improvements.
• Will consult with and make recommendations to management on improvements to work flow processes and customer satisfaction tools and analysis
• Will participate in frequent professional development opportunities, trainings and briefings to maintain broad knowledge of child support policy, regulations, requirements and procedures and to develop up to date training for CIC and state agency partners.
• Will conduct research on best practices in quality service delivery within legal parameters and in compliance with policies and regulations to recommend and facilitate implementation of improvements to CIC operations and quality service delivery and to develop quality monitoring instruments, assessments and reporting tools.