Intake & Quality Control Manager en United States Equestrian Federation

Under direction of the Director of Regulation, this position supports the Federation’s Mission to ensure fairness, safety, and equal enforcement of the USEF rules. The Intake & Quality Control Manager’s primary responsibility will be fostering a welcoming first impression to our members going through the regulatory process. In addition, this position will ensure the department is meeting standards and expectations established by the company and external stakeholders by conducting quality control, pulling and analyzing data, and ensuring policies and procedures are up to date and followed. 

Duties and Responsibilities:

• Manage the intake of all reports of misconduct received into the department. 
• Serve as the first point of contact with reporting parties to gather relevant information and assess the report. 
• Evaluate the reports and consult with the Director on jurisdictional determination. 
• Assign reports to and connect the parties to a Case Manager.
• Draft and send correspondence to parties. 
• Effectively communicate with other staff and departments on rules related to reports. 
• Complete monthly audits of all open matters to ensure accurate record keeping. 
• Regularly review relevant department webpages for accuracy. 
• Review drafts from Case Managers for accuracy. 
• Run, create and maintain reports related to department matters and summarize the data extracted from the reports. 
• Manage the review and publication of penalties to the website and Equestrian magazine. 
• Work with Case Managers and Horse Services Department to facilitate the review of suspension relief requests for horses. 
• Assist with reviewing and addressing errors related to Warning Cards. 
• Manage weekly email sent to Affiliate leaders with suspension list and ensure the distribution list is up to date. 
• Assist the Director, Senior Counsel, or Case Manager, in preparing for hearings. This could include reviewing and assisting with evidence books and exhibit lists and preparing the hearing room. 
• Assist the Director with the facilitation of hearings, including stepping in as Secretary to the Hearing Committee when necessary.  
• Answering general questions related to reports/complaints,  informal resolutions, rules, suspensions, and bylaws related to the department.
• Participates in the development of new policies and procedures to promote consistency and efficiency and reduce risk of further litigation.
• Providing assistance to other Case Managers and the Director when necessary. 

Required, Knowledge, Skills & Abilities:

• Ability to prioritize work and operate with a sense of urgency.
• Strong verbal and written communication skills.
• Ability to demonstrate empathy and active listening to ensure parties feel comfortable, understood, and heard. 
• Ability to exude professionalism at all times, including your appearance, written and verbal communications, and interactions with staff and outside stakeholders. 
• Ability to diffuse difficult member situations. 
• Ability to effectively communicate expectations and timelines surrounding the process. 
• Ability to work independently and maintain impartiality.
• Ability to work with highly sensitive information and maintain confidentiality.
• Ability to effectively operate basic office equipment (i.e. copier, etc.).
• Accurate data entry skills. 
• Proficiency in Microsoft Office applications, specifically Word and Excel.
• Strong attention to detail and organizational skills.
• Ability to work effectively as a team member with other staff in the department.

Education and Experience:

• High School diploma or equivalent required.
• College degree preferred.
• Legal, case management, witness interviewing, or horse services experience preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds and occasional lifting and/or moving up to 25 pounds. (Anything over 25 pounds requires a two-person lift)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We strongly encourage applications from black, indigenous, and people of color, women, people with disabilities, members of the LGBTQIA+ community, and other underrepresented and historically marginalized groups