Court Operations Associate, Hennepin County, Centralized Services Division

Court Operations Associate

Hoping to take that first step in your career and provide public service through your organizational skills? Looking for a position with growth and professional development opportunities?

Hennepin County District Court invites qualified applicants for one Court Operations Associate position in the Centralized Services Division. This is a diverse, professional environment that promotes equity for all court staff and court users. Work is generally performed in a remote environment and involves significant public interaction through various communication channels, including phone (desk phone and soft phone), email, and the LiveHelpNow platform.

Court Operations Associates work both independently and collaboratively as part of a team to provide high-quality assistance to the public, media, attorneys, judicial officers, and professional business partners. The Contact Center team responsibilities include multitasking to answer approximately 800 phone calls daily and LiveHelpNow chats regarding all court divisions, including Family, Probate/Mental Health, Juvenile, Criminal, Civil, and Records, processing requests for continuance via email or phone, scheduling hearing office appointments, updating cases in MNCIS, issuing notices, providing appropriate forms, and performing related administrative duties.

This is a full-time remote position with the training period completed onsite at the Hennepin County Government Center in downtown Minneapolis. The initial onsite training period is expected to last 6-8 weeks and will be based on individual and business needs. A reliable high-speed internet connection is required when working remotely.

Example of Duties:

• Respond to customer phone inquiries related to:
1. General information for all court divisions
2. Case status and hearing information
3. Zoom hearing information and guidance on Zoom use
• Communicate respectfully, courteously and effectively with court stakeholders by answering approximately 90 phone calls per day regarding case status and court appearances while applying court policies and procedures.
• Initiates case records using electronic means; Hearing Officer appointments, payment extensions, requests in-person appearance to Zoom, admin and judicial approval continuance requests, schedules interpreters for criminal cases.
• Recording party data, entering comments, events and requesting interpreters in the case management systems (MNCIS)- updating party information and supporting eCheck-in process
• Updates appear by dates and grants extensions when scheduling Hearing Officer appointments
• Effectively use technological tools, such as:
1. Minnesota Court Information System (MNCIS)
2. Minnesota Judicial Branch website and Minnesota Court Records Online (MCRO)
3. Online chat solution
4. Mitel Phone System

Typical Qualifications:

Minimum Education and Experience:

• High school diploma or equivalent
• One year of relevant experience, which may include but is not limited to customer service, administrative work, office, and clerical work. (For example: bank teller, cashier, court clerk, legal assistant, medical billing specialist). OR equivalent education and experience

Minimum Knowledge, Skills, and Abilities:

• Experience working remotely and managing tasks independently
• Ability to understand court procedures and policies, legal documents, laws and legal factors pertaining to the court
• Ability to communicate effectively and efficiently with customers using the phone, email, and online chat
• Experience in remaining calm and respectful under pressure when handling difficult customer-related interactions over the phone or via chat
• Team-oriented, with a positive attitude and the ability to work in an inclusive, multicultural, and multigenerational environment that values diversity and promotes respectful and effective relationships.

Preferred Qualifications:

• Experience in troubleshooting minor technological issues independently in a remote environment and escalate when appropriate including initiating tickets.
• Experience working in an environment with a high volume of customer service by phone and online support.
• Experience effectively managing conflict and de-escalating customers who may be opinionated, confused, upset, angry, abusive, threatening, or experiencing a mental health crisis.
• Knowledge of the organization, operation, function, and jurisdiction of the court.
• Experience in managing confidential information in an office or remote environment.

Salary:

The expected starting salary for external candidates is $23.50 - $28.45 per hour, $49,068-$59,403 annually. The offer will take into consideration other equivalent skills, abilities, and qualifications. The full salary range for this position is $21.45 - $35.44 per hour ($44,787-$73,998 annually).

This position is non-exempt under the Fair Labor Standards Act and is eligible for State of MN employee benefits.

Additional Information:

The Centralized Services Division, Contact Center is located at the Hennepin County Government Center at 300 South Sixth Street, Minneapolis, MN 55487.

This AFSCME-represented position is posted for bidding, internal, and external application simultaneously and will be filled in accordance with the AFSCME contract.

All employment offers are contingent upon satisfactory results of a criminal background check. An employment offer may be rescinded if the background check identifies job related convictions.