Intake and Administrative Coordinator (NMDOJ​/OCA #10118971

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Intake and Administrative Coordinator (NMDOJ/OCA #)

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Job Requirements & Classification

Description:

The Office of the Child Advocate (OCA) was established by the New Mexico Legislature in 2025 to serve as an independent, impartial ombuds office for the child welfare system. The OCA is tasked with receiving and reviewing complaints about Children, Youth & Families Department (CYFD), monitoring and reporting on trends, and attempting to resolve case-specific and systemic issues through advocacy, education, reporting, and recommendations.

The Office serves the entire state, and positions may be housed in Albuquerque, Santa Fe, or Las Cruces. This posting is used for ongoing recruitment and may close licants may be screened more than once.

This position is a key member of a multidisciplinary team in the OCA and serves as the initial point of contact for individuals seeking assistance. The position is responsible for providing high-quality, responsive communication and customer service; conducting initial review and triage of inquiries and complaints; determining whether matters fall within the OCA's jurisdiction; documenting communications and records in the client management database;

and providing information, referrals, and resources as appropriate. This role may also request and manage records, coordinate scheduling, and perform other administrative functions in support of the Office's work.

• Provide professional, knowledgeable, and responsive customer service to individuals who contact the OCA within established timelines;
• Monitor and review communications received via the OCA hotline and voicemail, general inbox, electronic portal, and postal service, including referrals forwarded by the NMDOJ or other agencies;
• Document all inquiries, complaints, and incident notifications in the client management database within established timelines;
• Conduct preliminary review of inquiries and complaints to assess jurisdiction, urgency, and priority level, and escalate matters as appropriate;
• Notify complainants whether their complaint will be accepted for further review and provide information and resources as appropriate;
• Track deadlines, correspondence, and follow-up;
• Request, receive, organize, and upload records and related documentation into the client management database;
• Performs other duties as assigned.

The Office of the Child Advocate serves CYFD-involved children and families and other individuals with questions or concerns about the child welfare system.

To provide a more complete picture of your qualifications and experience, we request that you submit a cover letter and resume with your application.

The ideal candidate has excellent verbal and written communication skills, administrative or customer service experience in a professional setting, and the demonstrated ability to gather information, assess priorities, and make sound decisions regarding routing and escalation of matters; possesses a bachelor's degree in a relevant field and professional experience in child welfare, juvenile justice, behavioral health, victim services, ombuds programs, legal services, or related field;

has familiarity with children's law, child welfare policies and procedures, and agencies and resources for children and families is preferred; knowledge of the Indian Child Welfare Act, and the Indian Family Protection Act and experience collaborating with Nations, Pueblos, and Tribes, as well as bilingual.

Bachelor's degree in any field. Any combination of education from an accredited college or university and/or direct experience in this occupation totaling four (4) years may substitute for the required education.

Candidate must possess and maintain a valid Driver's License and current Defensive Driving Course Certification from the State of New Mexico; or must obtain a Defensive Driving Course Certification within six (6) months of hire as a condition of continued employment.

Pre-employment background investigation is required and is conditional pending results.

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT), extensive computer and phone usage, and extended periods of sitting. Work must be performed in line with strict time constraints. Occasional travel may be required. This role may involve exposure to sensitive and potentially distressing materials related to child abuse and neglect and to escalated clientele.

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Agency Contact Information:
Dawn Walters, DWalters, Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

This position is not covered by a collective bargaining agreement.