Court Operations Leadworker I, Hennepin County, Centralized Contact Center and Appeals Unit

Exploring the next step to lead others through your organizational and training skills? Interested in finding ways to improve court systems through your strengths in problem solving and customer service?

Hennepin County District Court invites qualified applicants for a full-time Court Operations Leadworker I position within the Centralized Services Division. This is a diverse, professional environment that promotes equity for all court staff and court users. This position leads two teams: the Centralized Contact Center remote team which consists of eight Court Operations Associates answering calls for all Hennepin County Divisions, and the Appeals Unit which has a team of two Court Operations Associates working hybrid schedules preparing court records for all Divisions for the Court of Appeals.

The Leadworker I serves as a division leader and positive role model by demonstrating an exceptional work ethic, interpersonal communication, technical skills, initiative, and motivation in contributing to the district’s mission, vision, and values. Work requires an analytical approach, the exercise of independent judgment, application of specialized clerical knowledge and comprehensive understanding of court operations and procedures for all divisions. This position will provide backup as needed performing duties of lower-level classifications, including but not limited to, processing exhibits, answering up to 90 calls per day, and handling email requests for continuances and chat inquiries.  

This AFSCME-represented position is classified as a Court Operations Leadworker I and is assigned to the Centralized Services Division located in downtown Minneapolis at the Hennepin County Government Center on C-453. The core hours for these positions are 8:00 am - 4:30 pm, Monday-Friday. This will be a hybrid position working on-site for a minimum of two days weekly and remotely according to business needs.

Example of Duties: 

• Provide work direction and daily support to both Contact Center and Appeals Unit and act as a liaison to internal and external customers within the division, which may include: reviewing court clerical work, listening to staff and customer phone calls; answering case-related and procedural questions; drafting procedural guidance and training manuals; providing initial and ongoing training, feedback and coaching, case processing, and court procedures; informing management of work progress, personnel issues, and backlogs; and assisting staff in meeting performance goals.

• Act as the first point of contact for questions and problem solving, helping staff with complex case processing and customer service issues by phone and email, including calls transferred from other team members. 

• Ensure policies are followed, help implement new or updated procedures and recommend improvements to workflows and training.

• Accurately complete administrative work by processing e-mail continuances, exhibits, case requests and other duties as needed, serving as a backup for all the assignments. 

• Provide work direction, monitor call levels and hold times, and make day-to-day decisions regarding staff assignments to ensure adequate team coverage, along with creating monthly schedule.

• Provide excellent customer service to court users and justice partners during high volume call times and with elevated matters in a professional, courteous, and respectful manner to ensure customer’s needs are met over the phone, chat or email. 

• Update Excel tracking documents and process reports timely, including daily Citations Appear by Day and weekly Returned Exhibits; resolve any issues by coordinating with relevant stakeholders and ensuring corrective actions are completed.

• Collaborate with division partners to effectively meet the business needs of the court.

• Effectively use technological tools, such as:

  1. Minnesota Court Information System (MNCIS) 

  2. Minnesota Judicial Branch website and Minnesota Court Records Online (MCRO)

  3. Minnesota Digital Exhibit System (MNDES)

  4. Online chat solution

  5. Mitel Phone System

  6. Microsoft Teams

Knowledge, Skills, and Abilities:  

• Self-directed and motivated with demonstrated leadership skills, the ability to independently make decisions in accordance with laws, regulations, and departmental policies and procedures, and the ability to work well under pressure.
• Working knowledge of current Minnesota Court Information System (MNCIS) case processing, court procedures and policies, and the ability to apply these as needed. 
• Working knowledge of Minnesota Digital Exhibit System (MNDES)
• Experience writing job procedures and developing training materials in a clear and concise manner.
• Organized with the ability to prioritize and meet deadlines, and plan and coordinate the daily work of other employees who are engaged in a variety of work assignments. 
• Ability to communicate effectively and meet individual responsibilities while addressing the needs of the team, customers, and justice partners. 
• Ability to establish and maintain positive, effective working relationships while providing guidance, direction, and motivation for others. 
• Ability to adapt technical and procedural training to various learning styles of staff. 
• Proficient in Microsoft Word and Excel, Microsoft Teams, SharePoint, Outlook, and Documentum (AX).

Minimum Requirements:

Any combination of training and work experience which indicates possession of the knowledge, skills, abilities, and skills listed.

• High school diploma or equivalent.  
• At least 2 years of experience as a Court Operations Associate, Court Operations Specialist, Court Operations Leadworker, or equivalent experience. 
• As this position will be working partially remotely, access to reliable internet connection is required during this time.

Preferred Qualifications:

• Associate, paralegal, or bachelor’s degree.
• Extensive knowledge of current Hennepin County District Court policies and procedures for all Divisions, or experience working in a Criminal Justice or legal environment with a high proficiency in record confidentiality requirements.
• Experience leading teams or individuals and conflict resolution skills.
• Experience reviewing the work of others for accuracy and providing feedback for corrective action.
• Advanced customer service experience via electronic means and phone which includes professional communication, interpersonal and human relations skills.
• Strong organizational skills and experience writing procedures.
• Knowledge and working experience with a case processing system such as MNCIS (Minnesota Court Information System) and MNDES (Minnesota Digital Exhibit System) and other eCourt technologies.

Salary:

The expected starting salary for external candidates is at least $25.50 per hour and may be higher, depending on qualifications. This position is non-exempt under the Fair Labor Standards Act and is eligible for State of Minnesota employee benefits.

Instructions to Apply:

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

Please submit a resume and cover letter along with your application. 

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.