Intake Specialist

Complaint Intake and OCO Hotline

• Receive concerns complaints and requests from incarcerated individuals and their loved ones through the OCO hotline mail internal email online submissions and facility visits.
• Processes and determines the next course of action to best support the individual and address the concern.
• Performs hotline duties primarily on-site and works regularly scheduled hotline shifts as required to ensure consistent coverage.
• Provides intake support for investigators by receiving and assessing concerns complaints and requests gathering relevant information and determining next steps appropriate for investigations or other responses.
• Engages with individuals incarcerated in DOC facilities who contact the OCO hotline obtains and clarifies information as needed and provides appropriate technical assistance.
• Follows established procedures to accurately document complaint information and demographic information provided by individuals incarcerated in DOC facilities.
• Enters and updates complaint information case notes and supporting documentation in the OCO Case Management System (CMS).
• Reviews information for completeness and accuracy and takes appropriate action to ensure cases are properly documented and assigned.
• Ensures timely assignment of new complaints to Triage.

Mail and Document Processing

• Performs mail intake and document processing primarily on-site to support timely receipt processing scanning and filing of incoming correspondence.
• Provides intake support for investigators by reviewing and assessing written concerns complaints and requests reading relevant information and determining next steps appropriate for investigations or other responses.
• Processes incoming mail by date-stamping reviewing scanning and digitally storing documents in accordance with established procedures.
• Creates new cases and updates existing cases based on information received through mail and other sources.
• Uploads supporting documentation to the appropriate CMS case and ensures records are properly associated with the case.
• Reviews DOC records and other available information to verify addresses and facilitate accurate delivery of OCO correspondence.
• Processes Closed Case Reviews and maintains related records in CMS and OCO SharePoint.

Investigative and Administrative Support

• Provides administrative and casework support to OCO investigative staff.
• Handles intake investigations by identifying relevant self-advocacy information and providing closing letters with useful information for the incarcerated individual.
• Prepares processes and sends acknowledgement and closing correspondence using established procedures.
• Monitors and processes documents remotely printed by OCO staff to ensure timely distribution.
• Supports case intake and documentation during facility visits.
• Performs other administrative and case management activities as assigned to support OCO operations.

Confidentiality and Records Management

• Handles sensitive and confidential information in accordance with applicable laws policies and OCO procedures including RCW 43.06C.060.
• Uses appropriate discretion when communicating with individuals incarcerated in DOC facilities and when accessing documenting storing and sharing confidential records.
• Maintains accurate organized and secure case records throughout the intake and case management process.
• Creates and processes public records requests in GovQA in accordance with established procedures.

• Proficiency in conducting intake by telephone written correspondence email or other communication methods; gathering and clarifying information; and determining appropriate next steps within established procedures.
• Proficiency in accurately entering reviewing organizing and maintaining case information and supporting documentation in a case management system or similar database.
• Proficiency in communicating calmly respectfully and effectively with individuals experiencing distress frustration crisis or other challenging circumstances including using appropriate de-escalation techniques.
• Ability to recognize sensitive urgent or potentially significant concerns and take appropriate action including escalating matters in accordance with established procedures.
• Ability to maintain confidentiality and appropriately handle sensitive personal protected and case-related information in accordance with applicable laws policies and procedures.
• Proficiency in using common office software and technology including Microsoft 365 SharePoint Excel Adobe Acrobat and standard office equipment such as scanners and printers.
• Proficiency in organizing and prioritizing multiple assignments and time-sensitive tasks while maintaining accuracy and meeting established deadlines.
• Ability to communicate respectfully and effectively with individuals from diverse backgrounds experiences and perspectives including individuals who are incarcerated and others involved in the correctional system.
• Demonstrated commitment to treating all people with dignity and respect and contributing to an equitable inclusive and respectful workplace and community.
• Commitment to actively participating in the ongoing evaluation and improvement of practices and strategies that promote equity and inclusion within the organization.
• Demonstrated communication skills including the ability to effectively and respectfully dialogue with people who are incarcerated stakeholders Department of Corrections staff and leadership as well as diverse groups of people in a variety of other professional settings and situations.
• The ability to learn and grow:Curious about themselves and others who take responsibility for knowing their own strengths and weaknesses and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.
• The ability to meet the needs of others:Flexible adaptable customer-service focused and willing and able to empathetically respond to the unique needs of the people we work with and serve.

• Knowledge of the Washington State Department of Corrections and correctional system including the experiences and circumstances that may affect individuals who are incarcerated. Academic professional and lived experience may be considered with a combination of these experiences preferred.
• Experience in providing telephone-based customer service or intake support in a high-volume environment particularly when working with individuals experiencing distress crisis or other challenging circumstances.
• Proficiency in using Microsoft Excel to organize review and analyze information and maintain complex spreadsheets.
• Proficiency in creating and processing mail merges and other routine correspondence or document-processing functions.
• Commitment to public service and a demonstrated interest in serving the needs of the community.