PA Site Administrator Chester/Phoenix

About the Role

The individual filling this position will serve as the first point of contact for facility personnel, handling all administrative tasks associated with the inmate call control system. This role is primarily focused on data entry (75% of responsibilities), including managing accounts, telephone numbers, and inmate information within the system. Additionally, the role involves initiating and tracking trouble ticket activity while maintaining strong customer rapport with on-site clients, staff, and team members.

Responsibilities

• Perform data entry activities, including adding and deactivating numbers from calling number lists.
• Close out prepaid balances and release account balances to DOC staff for inmate releases.
• Process requests for blocks and unblocks as directed by PA DOC staff.
• Maintain system integrity and quality in data entry by following standardized formats for processing new inmates, transfers, returning inmates, movement, and suspensions.
• Ensure standardized formats for entry notations and proof all work for accuracy.
• Monitor system functionality daily, report any outages or issues with the system or phones, and ensure peak operational efficiency.
• Initiate outage conditions, arrange technical assistance and dispatch as needed, and follow up on ticket status to meet contractual closure requirements.
• Support PA DOC staff with general inquiries, report generation, and account information.
• Maintain accurate recordkeeping, file forms per local procedures, update inventories, and submit reports (including payroll documents) in a timely manner.
• Work effectively in a remote team environment, actively participate in team calls, and respond to emails promptly.
• Maintain a professional and efficient rapport with all customers and team members.
• Align individual and team objectives through the Performance Assessment process.
• Participate in Quality Assurance and Control initiatives, identifying and correcting data entry errors through established processes.
• Note: Direct interaction with the inmate population through conversation, email, or phone calls is strictly prohibited. Only written communication is permitted.

Requirements

• High school diploma or equivalent.
• 1-3 years of office experience.
• Basic writing, organizational, and oral communication skills.
• High accuracy in data entry skills.
• Ability to adapt to company culture and remote team dynamics.
• Ability to work with minimal supervision.
• Good attendance record.
• Clean driving record and reliable means of transportation.
• Must pass a background check and drug screening.
• Minimal travel may be required for on-site backup coverage or remote backup for team members on vacation.

Skills

• Effective and pleasant communicator with all levels of management.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Typing speed of 50 words per minute (WPMM).
• Ability to work in a fast-paced, multi-tasking environment.
• Ability to take on special projects with minimal direction and supervision.
• Strong organizational skills and attention to detail.
• Good problem analysis and solving skills.
• Ability to manage delicate situations professionally and productively.
• Team player attitude and punctuality.
• Analyze issues: Identify problematic situations, gather knowledge, consider alternative solutions, and make logical decisions. Escalate issues when necessary.
• Build relationships: Interact openly, respectfully, and professionally with others; maintain professional relationships with managers, peers, and external contacts.
• Champion change: Approach problems with curiosity and open-mindedness; suggest process improvements; embrace new ideas and initiatives.
• Coaching: Receptive and responsive to feedback from team members, management, peers, and customers.
• Drive for results: Maintain service objectives per guidelines and SLAs; convey urgency and persist in resolving issues; maintain high productivity and commitment to the organization.