Safety and Toll Enforcement Program Admnistrator (Administrator III) - Denver

This position is only open to Colorado state residents.New employees to the State will be paid biweekly. There are 26 biweekly pay periods in a year.About CDOTDo you want to make a difference in Coloradans’ lives? Do you have a passion for helping people and keeping them safe? At the Colorado Department of Transportation (CDOT), you will have the opportunity to do just that. The work our people do contributes to keeping Coloradans and visitors safe and provides freedom, connection, and experience through travel. Please visit our careers page to learn about CDOT and how we are making Colorado a great place to live, work and play, now and for the future! Also, check out our excellent benefits package!CDOT for AllCDOT’s strength is our people, and our commitment to our people is to shape, support, and sustain the employee experience, and ultimately, create a supportive workplace where everyone, regardless of gender, race, ethnicity, religion, national origin, age, sexual orientation, gender identity, citizenship status, education, disability, socio-economic status, or any other identity, has the opportunity to thrive.Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to https://studentaid.gov/pslf/The eligible list created from this announcement may be used to fill one or more positions.About the EnterpriseThis position works in the Colorado Transportation Investment Office (CTIO). The High Performance Transportation Enterprise (HPTE) is now doing business as the Colorado Transportation Investment Office (CTIO). CTIO is how the Enterprise refers to itself now and in the future. However, the HPTE name is retained for legislative and legal documents. The CTIO is an Enterprise for the purposes of Article 10, Section 20 of the Colorado Constitution. Per CRS 43-8-806, CTIO is a government-owned business and a Colorado Department of Transportation (CDOT) Division responsible for seeking out innovative financing opportunities for the purpose of completing transportation infrastructure projects. Pursuant to the Statute, the powers of the Enterprise are to be broadly construed to allow sufficient flexibility, consistent with the State Constitution, to pursue any available means of financing such transportation infrastructure projects that will allow the efficient completion of the projects.About The Safety and Toll Enforcement ProgramThe Safety and Toll Enforcement Program (STEP) program encourages safe driving on CTIO’s network of Express Lanes by using sophisticated roadside technology to enforce Express Lane rules. Violators identified by this technology will be issued a civil penalty via mail based on the registered address of the vehicle’s license plate. Violations not paid within 20 days of issuance will increase to a $150 civil penalty.. The program is staffed by vendor customer service reps, vendor management staff, vendor engineering staff and CTIO and vendor consultants.About the PositionThe Administrator will provide customer service support to CTIO's Safety and Toll Enforcement Program. This position primarily serves as an escalation point for customercomplaints, performing in-depth investigations, tracking, and documentation of customer response resolution. and provides feedback and recommendations to management, as needed, that may address root cause, corrective, and preventive actions. This position may communicate with customers directly to resolve issues and follow up when necessary. This position contributes to the improvement of overall service by analyzing and documenting complaint patterns.Your duties and responsibilities will include but not be limited to the following:Escalated Complaint Handling• Provides support to the Express Lanes Safety and Toll Enforcement Program (STEP) Customer Service team (vendors) with escalated complaints and complex complaints, where first and second level resolution team members have not been able to provide resolution;• Coordinates/performs complaint investigation activities and responses to consumer and customer complaints through various channels within designated timeframes; includes ongoing monitoring for resolution;• Effectively supports the complaint handling process to ensure timely completion of complaint resolution including collating information from multiple sources, including CTIO Toll Analysts, CDOT Customer Service Reps, and reporting these findings to the Express Lanes Safety and Toll Enforcement Program (STEP) Customer Service team (vendors) for completion of escalated complaint with the customer.• Assists with persistent complainants who may display challenging behaviors.• Prepares reports for CTIO Director and Chief Toll Operations Officer on complaint volumes, complaint categories, and insights for both internal and external dispute resolution• Analyzes complaint data, reports on trends, and makes recommendations to CTIO Management, and/or the vendor, depending upon the specific complaint, to improve processes.• Writes letters to complainants acknowledging concerns raised, explaining the investigation and findings, and ensuring responses are provided to all issues raised.• Utilizes software provided by the vendor.Responding to External Stakeholders• Responds to Colorado Open Records Requests (CORA) directed to CTIO.• Provides support for escalations and complaints/disputes raised to external regulatory bodies. For example, this position will respond to questions and requests from organizations such as the Better Business Bureau, the Attorney General’s Office or a legislators’ offices related to customer complaints received by these offices regarding the Express Lanes Safety & Toll Enforcement Program.• Manages customer expectations in relation to policy and procedural matters in a non-confrontational and customer-focused manner.• Reports/escalates program issues or failures and takes part in actions for resolution.• Acts as customer engagement liaison for CTIO with internal and external agencies (i.e. Colorado Attorney General’s office the CDOT Citizen Advocate, the CTIO commercial back office, and Customer Service Center).• Works with the AG’s Office to assist with the county court appeals process (i.e. may serve as CTIO representative in court and/or provide records/documentation as requested).• Supports vendor with the review of revised documentation and/or website content to better communicate policies, and procedures.Waiver Request Processing• Responsible for receiving the initial referrals for one-time waiver requests and working with the appropriate stakeholders (may be the Colorado State Treasurer or another State Agency) to coordinate assessment of the request.• Monitors waiver applications.• Provides the STEP Customer Service team with the decisions made by the Colorado State Treasurer regarding one-time courtesy waiver requests.• Provides operational support for waiver coordination.• Facilitates communication between key stakeholders administering the STEP Program including Vendor CSRs, CTIO and Vendor Consultants, Vendor management staff, Vendor engineering staff and CTIO staff and those requesting waivers.• Tracks waivers and case documents via designated state systems.• Develops and provides reports for CTIO on one-time waiver determinations.Payment and Mail Processing• Ensures adherence to all cash handling procedures.• Responsible for safeguarding and physical protection of all cash or cash equivalents received by CTIO I accordance with the Department’s Cash Handling Policy.• Supports the Department of Finance and Accounting with bank reconciliation, if needed.• Handles and accounts for funds from the point of origination (locked box in CDOT Head Quarters (HQ) lobby or received from USPS at HQ) to hand off to the STEP Courier.• Prepares and maintains written procedures for all documents received at CDOT headquarters related to the STEP, including court summons, notices, and mail.• Notifies the Colorado Attorney General’s Office personnel of receipt of court summons notices; scans and forwards all documents to them.Safety and Tolling Program Contract Management• Manages contracts related to the STEP by tracking existing and new contracts, as well as contract task orders and amendments.• Works with vendor advisory consultants, providing expertise, and participates in contractual negotiations, both in vendor selection and budget determination.• Extracts, evaluates, and analyzes contractual data (i.e., Accounting requirements), reporting the information to the appropriate teams.• Works with the CTIO budget staff to request and secure funds and generate encumbrances to keep agreements funded at appropriate levels, identifying contracts that include a level of risk.• Facilitates contract coordination between CTIO, CDOT, the State Controller’s Office, and vendors.Other duties as assigned.Work Environment• Primarily daytime work hours, Monday – Friday,• Required to work in the office five days per week.Minimum QualificationsExperience Only:Six (6) years of experience which included• Four (4) years of experience performing duties closely related to the major job duties• AND two (2) years of experience providing customer service that included all of the following:In-depth investigations into customer complaintsDetermining corrective actions to customer complaintsTracking customer complaintsAnalyzing and reporting on complaint patterns/trendsOREducation and Experience:A combination of relevant education and experience equal to at least six (6) years• Education related to the major job duties will be considered• Experience providing customer service that included all of the following will be considered:In-depth investigations into customer complaintsDetermining corrective actions to customer complaintsTracking customer complaintsAnalyzing and reporting on complaint patterns/trendsConditions of Employment• Must pass a pre-employment screening which may include social security number trace, criminal records check, public court records check, educational records, and driving records checks. More information in the supplemental information section.Preferred QualificationsThe exceptional applicant will have proven ability or accomplishment in the following:• Demonstrated success with the duties listed in the Description of the Job section.• Highest work/personal ethics and integrity.• Years of State service experience related to the duties of this position;• Superior customer service and follow-through skills:• Ability to work with a variety of stakeholders with sensitivity to their needs, priorities, promises made and commitments;• Excellent communication skills, both written and oral including facilitation and presentation skills;• Excellent reasoning, investigative, research, analytical, and problem-solving ability and skills;• Strong organizational skills including time and project management skills and prioritization;• Effective interpersonal and relationship-building skills;• Experience developing processes or procedures;• Ability to take initiative to solve problems in an innovative manner;• Strong attention to technical detail and accuracy;• Ability to work under tight deadlines and be adaptable to changing assignments;• Experience working with contractors;• Experience estimating budgets/costs:• Fluency in Microsoft Office Suite (Word, Excel, PowerPoint), Gmail and Google Applications, SAP, and the ability to quickly learn other software systems.Applicant ChecklistComplete Applications must include the following documents:• A complete CDOT Application for Announced Vacancy (please submit online using the green 'APPLY' button at the top of this announcement)• A complete Supplemental Questionnaire (The questionnaire is part of the online application. You will be prompted to answer them as you are completing your online application.)• A cover letter that describes your interest in this position, how your experience aligns with the minimum and preferred qualifications of this position. Cover letters must be uploaded as an attachment to your online application. Cover letters will not be accepted after the closing date and time of the announcement.• A detailed chronological resume. Resumes must be uploaded as an attachment to your online application.• If you are a veteran, a copy of your DD214. Please submit this as an attachment to your online application.Please note that you may redact information on your attachments that identifies your age, date of birth, or dates of attendance at or graduation from an educational institution.Only complete applications submitted by the closing date for this announcement will be given consideration. Every effort must be made to submit all application materials by the announcement close date. Where unusual circumstances prevent timely acquisition of transcripts, they must be submitted within five business days of the announcement close date. Resumes will not be accepted in lieu of a completed application. Failure to submit properly completed documents by the closing date of this announcement may result in your application being rejected.Notifications:All correspondence regarding your status in the selection/examination process will be via email. Include your current working email address on your application and check your email frequently as you could receive time sensitive correspondence regarding this position. We highly recommend that you set up your email to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email. Immediately after you submit your application you should receive an email that confirms that you successfully submitted an application for this position. If you do not, try submitting again until you receive the confirmation email. Be sure to also check your junk folder for email communications from the State of Colorado's website.The Hiring Process:• All applications that are received by the closing of this announcement will be reviewed against the minimum qualifications in this announcement. Candidates who meet the minimum qualifications proceed to the next step.• Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process.• Part, or all, of the comparative analysis for this position may be a structured application review, which involves a review of the information you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications.• Be sure your application materials specifically address your qualifications, experience, work products, and accomplishments as they relate to the Major Duties, Minimum Qualifications, and Preferred Qualifications sections as listed above. Failure to include adequate information or follow instructions by the deadline for application may result in your application not being accepted for this position and may affect your inclusion as a qualified candidate in any step of the selection process and placement on the eligible list.• A top group, up to six candidates, will be invited to schedule an interview with the hiring manager.Transfer, Non-Disciplinary Demotion or ReinstatementIf you believe that you are eligible to be considered as a transfer, non-disciplinary demotion, or reinstatement to this vacancy, you must submit a completed application following the directions in this job announcement and you will be included in the selection process along with other qualified applicants. If you are the finalist for this position after the selection process, Human Resources will confirm your eligibility to be appointed as a transfer, non-disciplinary demotion, or reinstatement applicant.Employment ScreeningIf an applicant reaches the finalist stage of the hiring process, the Colorado Department of Transportation may procure a consumer report and/or investigative consumer report on the applicant in connection with his/her application for employment purposes, as defined under the Fair Credit Reporting Act. These reports may be obtained at any time after receipt of the applicant's authorization. As part of the employment screening an applicant will be requested to disclose any deferred judgments and convictions as well as an explanation of the circumstances around any arrest or conviction. In the event that a screening returns information that the applicant believes is not accurate, he or she will have an opportunity to dispute the information with “Info Cubic.”Info Cubic, a consumer reporting agency, will obtain the report for CDOT. Further information regarding Info Cubic, a Division of Orange Tree, including its privacy policy, may be found online at www.InfoCubic.com and www.OrangeTreeScreening.com. Info Cubic is located at 7275 Ohms Lane, Minneapolis, MN 55439, and can be reached at 877.360.4636 or 888.222.0667.The report may contain information bearing on the applicant's character, general reputation, personal characteristics, and mode of living. The information that may be included in the report includes social security number trace, criminal records check, public court records checks, educational records, and driving records checks. CDOT will only request credit reports insofar as they relate to the position for which the applicant is applying. The information contained in the report will be obtained from private and/or public record sources. The applicant will have the right, upon written request made within a reasonable time after receipt of a notice, to request disclosure of the nature and scope of any investigative consumer report.Appeal RightsIf you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director. An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver, CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action. For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov; contact the State Personnel Board for assistance at 303.866.3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.Equity, Diversity, and InclusionThe State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.Discrimination and/or harassment against any person is prohibited because of disability, race, creed, color, sex, sexual orientation, religion, age, national origin, ancestry, political affiliation, veteran’s status, marital status, gender identity or any other protected class recognized under the Colorado Anti-Discrimination Act (CADA). This applies to all employment decisions.ADAAA AccommodationsCDOT is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability as defined by the ADA Amendments Act of 2008 (ADAAA) with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, or participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to Lynn Livingston at LynnR.Livingston@state.co.us or call 303-757-9110.Former State EmployeesFormer employees of the Colorado Department of Transportation System or any other State of Colorado Department or Agency, who were disciplinarily terminated or resigned in lieu of termination, must disclose this information on his/her application.LL (SAP #50049808/PCR # 59370(