Help Desk Coordinator - Level 3/ Hartford, CT ( Hybrid), 12Months Contract

Public Safety Agency Coordinator

Hybrid Role, Must be Local to CT

Public Safety Agency Coordinator reports to the Client Onboarding Team Project Manager and may be assigned to work with additional managers as needed. The Agency Coordinator is responsible for:

• Finding who the key onboarding (training and IT connectivity) contacts of police departments and/or criminal justice agencies are
• Making initial introductions or re-introductions between each determined law enforcement/criminal justice agency and Client onboarding team
• Coordinating and scheduling approved police officers and agency staff members to take CISS Search courses
• Working with CISS Search trainers to support CISS learners' needs before, during, and after training
• Tracking the numbers of people trained per set time period
• Providing additional customer service support and team support where needed

Specific Services Required

Provide stellar customer service to individual police department and criminal justice agency stakeholders:

• Properly respond to questions, issues, concerns, and ideas of police department and criminal justice agency staff members
• Regularly follow up with Client Onboarding Team (Onboarding liaisons, Onboarding Scheduling Coordinator, and Manager) and customers before, during, and after the onboarding process; ensuring Criminal Justice and Law Enforcement customer needs are not neglected, forgotten, ignored, or delayed
• Create PPT presentations to present statistics and mitigations for onboarding challenges and onboarding progress
• Document relevant processes to ensure standardized onboarding coordination, using Microsoft 365 and other relevant products
• Internally audit, document and monitor Police Department and Criminal Justice Agency progress and statistics to determine how Client can better serve stakeholders or assist stakeholders with increasing their CISS usage and trainings

Effectively work with the onboarding of police departments and criminal justice agencies:

• Able to meet Client onboarding quota without excuses
• Accurately represent the voice of the Client Onboarding Team and understand/empathize with the voice of current and prospective agency stakeholders
• Reach out to agency contacts to find and identify (new and updated) potential users to be trained for CISS Search
• Reach out to agency contacts to find and identify who should no longer have access to CISS Search
• Schedule training and follow up before, during, and after training to guarantee a successful training experience for each user
• Respond to learners needs before, during, and after training sessions
• When encountering issues and risks, will always ideate possible mitigations for them
• Educate agency stakeholders about the onboarding process and CISS application while helping to drive the CISS value for customers
• Help to create a criminal justice integrated family environment where prospective agency stakeholders become CISS users and current agency CISS users become evangelists of the CISS application
• Properly follow up with Client public safety liaisons during the onboarding process of an agency before or during an imminent risk
• Respectfully and aggressively pursue and follow up with needed stakeholders to engage them into beginning and continuing the onboarding process
• Ensure Public Safety Liaisons are consistently booked for training
• Serve as backup CISS Trainer, if needed
• Perform other duties as assigned by the CJIS-CT Executive Director or CJIS-CT Program Manager

Desired Skills / Experience

• Experience working in a Law Enforcement, Criminal Justice, or government setting
• Experience working in sales, customer service support, and/or training for 3 or more years
• Familiarity with corporate-like marketing/sales principles while balancing being in a government environment

Required Skills/Experience

The individual must be:

• A Self-starter, dependable, and must possess exemplary work ethic
• Excellent time management. Must be able to meet aggressive deadlines without excuses.
• Focused, not easily distracted. Can work without being micro-managed.
• Experienced working on onboarding and/or recruitment teams
• Experience working as a team player who also boldly rises to the occasion to create appropriate untapped onboarding opportunities and mitigations for onboarding challenges
• Not afraid to think creatively "outside-of-the-box while respecting proper protocols such as paramilitary protocols
• Highly cooperative and able to develop positive working relationships with others. Must have experience working well with project and program managers.
• Comfortable speaking to customers and communicating in a respectful and professional manner
• Able to demonstrate a very strong working knowledge of MS SharePoint, Word, PowerPoint, Outlook, Teams, and Excel during the interview process
• Understanding of onboarding stakeholders in a new technology implementation
• Able to Deliver CISS presentations and demos with flexibility if any changes, issues, concerns, or questions occur suddenly
• 2 to 4-year college graduate (or commensurate work experience related to this position is acceptable)
• Excellent and have error-proofed writing skills (limited to no spelling/grammatical/punctuational/etc errors)

Travel

Does this position require travel?

• Candidate may be expected to travel within the state of Connecticut to offsite meetings/trainings after Coronavirus restrictions are lifted, in accordance with safety protocols.
• Any and all travel that could be involved with this position will not be reimbursed by Client reimbursement is the responsibility of the Consultant to negotiate with their respective vendor.