Internal Case Processing Lead (#216) INTERNAL ONLY

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INTERNAL CASE PROCESSING LEAD

STATE OF MAINE JUDICIAL BRANCH

LOCATION: Androscoggin County/Service Center Lewiston

This position is for internal Judicial Branch candidates only

General Summary:

This is highly responsible administrative work collaborating with leadership, supervisors and staff to identify, design and implement case processing best practices in the Service Center/Violations Bureau. The Service Center/Violations Bureau is a multi-faceted operation that answers a high volume of inbound phone calls and performs the duties of a court with the ability to meet demanding deadlines daily. Extensive contact with the public requires the incumbent to deftly utilize advanced customer service skills to address sensitive and complex court inquiries, and escalated concerns. This role carries significant financial and reputational responsibility due to the high volume of sensitive and financial transactions, and communications overseen. Office responsibilities require extensive use of various databases and computer systems, as well as knowledge of court and office procedures. The incumbent will serve as a subject matter expert and will help teach staff how to effectively use the Enterprise Justice (EJ) case management system. Additionally, this role will participate in the development of written procedures and guides to facilitate the implementation of best practices.

This position reports to the Service Center Operations Supervisor. The incumbent takes direction from service center leadership regarding the role to take when interacting with internal and external business partners, but typically the role is to support leadership in the efforts to improve business workflow and resolve problems. This position also may take direction from associate clerks when engaged in processing violations bureau (VB) cases. Potential for partial remote work following initial training/orientation period.

Salary Range:

Grade 11, $24.12 - $32.65 per hour.

What We Offer:

At the Maine Judicial Branch, we value our employees, which is why we offer great benefits. In addition to competitive pay, we provide:

• Work-life balance: 13 paid holidays, 2+ weeks of vacation leave, and 12 paid sick days every year.
• Paid Parental Leave: 4 weeks
• Gym membership and childcare reimbursement programs
• Public Service Student Loan Forgiveness Program
• Health insurance coverage (85%-100% employer-paid for employee-only plan)
• Health insurance premium credit (5% decrease in employee premiums)
• Dental insurance (100% employer-paid for employee-only plan)
• Health and dependent care flexible spending accounts
• Defined Benefit Pension plan contributions
• Voluntary deferred compensation (retirement savings 457 Plan)
• Up to $1000 Tuition Reimbursement each year
• Employer-paid life insurance (1x annual salary)
• Additional wellness benefits

Essential Job Functions

• Promote and teach best practices to service center staff for using the EJ case management system, and other software and services relevant to traffic infraction cases.
• Collaborate with leadership, supervisors and staff to identify, design and implement case processing best practices and other policies in the Service Center/Violations Bureau.
• Develop internal training materials and procedures to implement best practices.
• Use advanced Microsoft 365 skills to draft, share, and collaborate on large documents with detailed formatting.
• Manage and process payments to municipalities for participation in VB trials.
• Identify and analyze case processing system issues and inefficiencies and, in coordination with service center supervisors, drive efforts with IT and other business partners to make corrections and improvements.
• Serve as an internal Maine eCourts subject matter expert on day-to-day issues.
• Participate system upgrade projects and future development initiatives.
• Communicates and interacts effectively over the telephone, in person and in writing with the public, judges/justices, attorneys, litigants and various state, local, county and federal agencies.
• Uses the court case management systems (MEJIS and EJ), Service Center and/or Violations Bureau knowledge bank, Judicial Branch website, intranet, and other sources of information to fully respond to public inquiries. Maintains confidentiality related to cases and parties.
• Conducts records research in the court case management systems.