POSITION TITLE: Operations Support Manager

LOCATION: Office of the Attorney General for the District of Columbia

Applicants who have previously applied, need not re-apply to be considered.

REMOTE WORK STATUS: A hybrid remote telework/in-office schedule option is available.

COVID-19 VACCINATION REQUIREMENT: The Office of the Attorney General for the District of Columbia (OAG) is committed to providing the highest quality legal and programmatic services to the District and its residents while ensuring the health and safety of employees, customers, clients, volunteers, contractors, and other visitors.

The District of Columbia Office of the Attorney General values the safety of our employees, our residents, and our visitors. In support of these values, OAG employees must be fully vaccinated against COVID-19, including having received a booster shot within five months from either the date of the second shot for the Pfizer and Moderna vaccines (or two months from the single-shot of Johnson & Johnson), except when vaccination is not medically advised or violates sincerely held religious beliefs. If you are the selected candidate, as of your start date, you must provide proof that you are fully vaccinated against COVID-19, including timely received booster vaccine, or you must request an exemption from your representative.

JOB REQUISITION NUMBER: 2022-74

NUMBER OF VACANCIES: One (1)

OPENING DATE: November 29, 2022

CLOSING DATE: December 20, 2022

SALARY RANGE: $99.513 - $139,318

• This salary range is within the Management Supervisory Service salary schedule of MSS 13. The salary will be based on a multitude of factors including applicable rules, regulations, and guidelines.

PAY PLAN, SERIES, AND GRADE: MSS-301-13

TYPE OF APPOINTMENT: Management Supervisory Service – Term Appointment

COLLECTIVE BARGAINING UNIT: Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause. This position is not in the collective bargaining unit.

AREA OF CONSIDERATION: Open to internal and external applicants.

DESCRIPTION OF DUTIES: Incumbent serves as an Operations Support Manager in the Shared Services Section, and is responsible for planning, managing, and supervising the functions and activities of the administration of the CSSD records and data management system(s), data imaging production, as well as CSSD physical mail functions.

Operations Support Unit

Incumbent supervises and provides overall administration of the CSSD records and data management system(s), data imaging production, as well as CSSD physical mail functions. Develops strategic and cost-effective short-and long-range plans to produce, manage, store, preserve, and deliver unit-related services to meet user needs and to facilitate CSSD’s compliance with District and Federal laws. Determines and oversees a comprehensive records and data management software and manual system, including a retrieval system for records and documents transferred to the District of Columbia’s storage facility for custody. Determines and oversees the equipment and software associated with the CSSD mailroom and document duplication/retention activities. Maintains the security, integrity, and confidentiality of the division’s mail and deliveries as well as of the records retained and stored. Analyzes and evaluates service effectiveness in order to meet established goals and objectives of CSSD.

MAJOR DUTIES AND RESPONSIBILITIES: Incumbent plans, manages, and executes the functions of the operations components of the unit to which assigned.

Explains and gains the support of employees for management policies and goals (e.g., cost reduction, safety, etc.) and effectively communicates the policies and directives of the Director, Deputy Director, Section Chief, and/or Assistant Section Chief to unit employees. Ensures unit compliance with office policies and procedures, accounts for team performance, resolves difficult issues, and assists staff, as needed.

Develops procedures and protocols. Participates in planning, developing, instituting, and modifying short-and long-term plans and work projects as well as office policies, procedures, work processes, and methods consistent with sound management principles and high-efficiency performance levels. Collaborates with other CSSD managers and Organizational Change Unit staff to provide the appropriate learning resources for operations staff and CSSD staff broadly regarding the work of the assigned unit. Develops and executes informal and/or routine training for team members of the assigned unit on areas essential today-to-day operations.

Coordinates the preparation of case records for litigation and, in connection with this function, reviews and ensures that collected data is adequate and complete; makes certain that documentation is “court ready” and is sufficient for use by the attorney staff. Establishes quality control measurements; selects controls appropriate to monitor problems; conducts quality control reviews; evaluates results of quality control procedures; and executes corrective actions.

Participates in the coordination of initial and comprehensive needs assessments for the child support program to determine the level of functioning, existing strengths, barriers, and extent of service intervention needed. Studies goals and objectives, precedent applications, and related subject areas to recommend critical performance standards. Identifies service gaps and participates in feasibility studies to analyze, evaluate, and determine practicability and adaptability of new or revised procedures.

Incumbent handles highly complex and difficult research matters that involve review, digestion, and summarization of legal and other reference documents. Provides technical advice and recommendations to the Director, Deputy Director, supervisor, and others, as appropriate, as to the continuation or abandonment of specific program activities.

Prepares, and submits to the appropriate officials, special and recurring statistical and narrative reports. Also, provides follow-up reports in unusual cases and incidences. Participates in supervisory conferences, training, and workshops, and remains fully informed in matters of child support services, policies, procedures, and related practice issues. Attends necessary training courses to meet CPE requirements. Provides responsive, high-quality service to CSSD by providing accurate, complete, and up-to-date information in a courteous, efficient, and timely manner.

Performs other related duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION: Mastery knowledge of the mission, functions, organization, policies, and system requirements of work processes of child support programs, preferably related to record and data management and/or the full range of litigation functions.

Knowledge of the automated computer and peripheral systems, e.g., automated DC Child Support Enforcement System (DCCSES), Optical Character Recognition (OCR)Software, etc.

Mastery knowledge of qualitative and quantitative analytic methods and techniques. Strong ability to communicate effectively orally and in writing.

Ability to apply interpersonal and administrative skills to organize and coordinate thorough, systematic, and professional efforts, which require different approaches to meet established and anticipated needs of program objectives.

Experience in leading work teams related to service delivery, preferably in a government setting. Knowledge of management and organizational principles and practices in order to provide effective service, lead change, and promote team building and staff growth.

Experience with records retention and destruction.

QUALIFICATIONS: Applicants must have a least three (3) years of specialized experience equivalent to at least the MS-12 grade level, or its non-District equivalent gained from either the public or private sector.

There are no Individual Occupational Requirements for this series.

SUBSTITUTION OF EDUCATION: A substitution of education for required experience is not allowed per defined in OPM’s Qualification Standards.

SUBMISSION OF RANKING FACTORS: The following ranking factors will be used in the evaluation process. All applicants MUST respond to the ranking factors by submitting responses in the relevant area provided on the application questionnaire. Please describe specific achievements, experience, education, training, etc. that demonstrate the degree to which you possess the job-related knowledge, skills, and abilities described in the ranking factors. The information given in response to the ranking factors should be complete and accurate to the best of your knowledge.

FAILURE TO RESPOND TO ALL RANKING FACTORS WILL ELIMINATE YOU FROM CONSIDERATION.

Ranking Factor #1: Demonstrates professional experience in leading work teams related to records management and service delivery within a government or nongovernment setting.

Ranking Factor #2: Ability to provide operational support, overseeing processes and flows and creating SOPs.

Ranking Factor #3: Experience in establishing performance measures and evaluates employees work performance, and recommends selections, promotions, status changes, awards, disciplinary actions, and separations.

Ranking Factor #4: Ability to work closely with state and local government partners.

Ranking Factor #5: Knowledge in monitoring and evaluating records and data management processes and systems while making recommendations for effectiveness.

HOW TO APPLY: Interested candidates must apply online by 11:59 pm of the closing date. All applications must include the completed questionnaire, along with a cover letter, resume, and a list of three professional references including supervisors. Please ensure that all required documents are included prior to submitting the application.

OTHER SIGNIFICANT FACTS

GENERAL SUITABILITY SCREENING: The selected candidate will be subject to a background investigation including reference checks. Your position is of special trust, and as part of your duties you may reasonably be expected to affect the access to, or control of, security-sensitive systems or resources. Accordingly, your position is considered security-sensitive. As a condition of employment, you must successfully pass a criminal background check, traffic record check (as applicable), and consumer credit check (as applicable). For the duration of our tenure, you must comply with requests (if needed) for periodic criminal background checks, as well as reasonable suspicion and post-accident or post-incident drug and alcohol screenings.

PRIORITY CONSIDERATION: Displaced Employee Priority Placement: Candidates who are eligible for the District of Columbia’s Displaced Employee Program (DEP) and Agency Reemployment Priority Placement Program (ARPP) will be given priority consideration for this position if found qualified.

EMPLOYMENT BENEFITS: Selectee will be eligible for health and life insurance, annual (vacation), and sick leave and will be covered under the District of Columbia government’s retirement plan. However, if the selectee was previously employed in the District of Columbia’s government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment.

RESIDENCY PREFERENCE: A person applying for a position in the Career Service, Education Service, Management Supervisory Service, an attorney position in the Legal Service (series 905) other than in the Senior Executive Attorney Service (SEAS), or an attorney in the Excepted Service (series 905) who is a bona fide District resident AT THE TIME OF APPLICATION for the position, maybe awarded a 10-point residency preference over non-District residents’ applications unless the person declines the preference points. If selected, the person shall be required to present proofs of bona fide District residency and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment. If the position you accept is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of employment and continue to maintain residency within the District of Columbia throughout the duration of employment.

VETERANS’ PREFERENCE: Applicants claiming veterans’ preference must submit official proof at the time of application.

DRUG-FREE WORKPLACE: Pursuant to the requirements of the Drug-Free Workplace Act of 1998, the individual selected to fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five (5) days after the conviction of or a plea of guilty to a violation of any criminal drug statute occurring in the workplace.

EQUAL OPPORTUNITY EMPLOYER: All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, genetic information, or political affiliation.

NOTICE OF NON-DISCRIMINATION: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, familial status, family responsibilities, matriculation, political affiliation, disability, genetic information, source of income, or place of residence or business. Sexual harassment is a form of sex discrimination that is also prohibited by the Act. In addition, harassment based on any of the above-protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.

OFFICIAL JOB OFFERS ARE TO BE MADE ONLY BY THE HUMAN RESOURCES SECTION OF THE OFFICE OF THE ATTORNEY GENERAL