Job Title: Intake Officer

Salary Range: $48,423 - $60,530

The Office of the MTA Inspector General (MTA/OIG) provides independent oversight to the MTA and its constituent agencies. MTA/OIG performs audits and conducts investigations to promote a safe, reliable, and affordable public transportation system and root out waste, fraud, and abuse.

The MTA/OIG is comprised of executives, investigative attorneys, investigative auditors, investigators, IT, and administrative staff.

Under the general direction of the Director for Intake & Intelligence, the Intake Officer is responsible for receiving and analyzing complaints received by the MTA/OIG. The handling of a complaint is the most critical, challenging, and important way in which a complainant can be heard. Complaints are received by telephone, through the MTA/OIG website, by E-mail and in-person. The Intake Officer is tasked with understanding the importance of the complaint to the investigative process, analyzing the information provided in the complaint, conducting the necessary follow-up screening inquiry, short of an investigation, to determine how to categorize and route the complaint, including a referral to the MTA or one of its subsidiary agencies.

• Collects, analyzes, and processes information provided by complainants from written correspondence, E-mail, telephone, the MTA/OIG Website or in-person interviews.
• Conducts initial background inquiry to analyze and process complaints, including, but not limited to searching internal MTA agency records and databases, verifying facts presented by the complainant, collecting additional information from MTA agency representatives, or referring complaints, as appropriate.
• Prepares written letters or E-mails to complainants acknowledging receipt of their complaints, outlining the complaint process to them.
• Conducts follow-up inquiries with complainants as required through E-mail, telephone or letter.
• Uploads all complaint-related materials into the MTA/OIG Case Management Tracking System in a timely manner.
• Prepares a written summary of the complaint with appropriate recommendation(s) for the Director of Intake & Intelligence and Investigations Department leadership.
• Prepares weekly referrals for MTA agencies and other appropriate authorities as required.
• Assists in conducting background inquiries from various agencies regarding current and former MTA employees, contractors, or subcontractors.
• Assists in searching social media platforms ( e.g., Twitter, Facebook, Instagram, Snapchat, etc.) to identify accounts belonging to MTA employees, contractors, subcontractors, consultants, and other individuals.
• Assists with requests for targeted research of MTA agency employees, vendors, suppliers, contractors, and consultants, across multiple subject areas, in support of open investigations, audits, and reviews, including sensitive and confidential matters.
• Assists in conducting due diligence reviews for adverse information on MTA contractors and subcontractors.
• Prepares written and oral analytical reports and briefings, as needed, for the Director of Intake & Intelligence and Investigations Department leadership.
• Develops and maintains strong interpersonal relationships within the MTA/OIG and MTA agency personnel to promote the effective carrying out of position responsibilities.
• Other duties as may be assigned by the Director of Intake & Intelligence, the Executive Deputy Inspectors General (EDIG) for Investigations and Legal or their designees.
  
  

• Must possess the ability to make sound judgments, and exercise logical, critical reasoning to understand, analyze and evaluate complex situations.
• Must possess the ability to research and analyze information to develop recommendations to MTA/OIG staff for the appropriate handling of investigative matters
• Possess strong research skills and the ability to evaluate for accuracy public and proprietary data, including social media platforms.
• Must be able to identify the most effective and efficient method to carry out duties outlined herein.
• Proficiency in all Microsoft Office 365 Suite computer applications (Outlook, Word, Excel, OneDrive, SharePoint), including use of Excel to create charts, graphs and other statistical analysis and reports.
• Familiarity with the MTA and its constituent agencies a plus.
• Strong written and oral communication skills required.
• Subject to authorization by the EDIG/Investigations, this position is eligible for remote tele-working according to MTA/OIG policy
  
  

• A Bachelor’s degree from an accredited educational institution is preferred, or an equivalent combination of education and experience.
• A two-year commitment is required.