Senior Case Initiation Coordinator

University of Oklahoma

Oklahoma, OK

ID: 7116500 (Ref.No. ta223180)
Posted: November 21, 2022
Application Deadline: Open Until Filled

Job Description

Job Description


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 Senior Case Initiation Coordinator assists Case Initiation Center (CIC) management in providing on-going training, mentoring and coaching to Case Initiation Coordinators, ensuring program deliverables and accountabilities are fulfilled; through planning and oversight of special projects within CIC.

Job duties include but are not limited to:

  • 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
  • Analyze specialists completed cases in accordance with accepted CIC/CSS quality review procedures and communicate results to the specialist
  • Communicate with unit supervisor regarding production to assist with coaching
  • Participate in monthly one-on-one performance review meetings
  • 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

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 program specialists working onsite.


Job Requirements


Required Education: Bachelor's degree, AND: 

  • 24 months professional experience in child support, social/government services, or office based customer service.

Equivalency/Substitution:  Will accept 48 months of related experience in lieu of the Bachelor's degree for a total of 72 months of related experience.


  • Ability to speak, read and write clear, concise English
  • Proficient in Microsoft Office
  • Detail oriented for accuracy of data and information
  • Customer service skills
  • Must be able to perform basic data analysis
  • Composition and proofreading skills
  • Strong initiative to solve problems
  • Ability to read and interpret legal documents


  • None

Advertised Physical Requirements:

  • Ability to engage in repetitive motions.  Ability to lift objects under 50 lbs.  Must be able to enter data into a complex database on a daily basis. Frequent exposure (50 to 60%) to physical and/or mental stress or discomfort caused by deadlines and busy periods.  Long periods of sitting and/or standing.

Departmental Preferences:

  • 12 months coaching, training or supervisory experience
  • Experience with child support OSIS/IMS computer systems

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit

Diversity Statement: The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.