WORK WITH US

Policy Coordinator

The Policy Coordinator is a full-time position in service to the Electronic Services System.

Reports To: Iowa Land Records Project Manager
Term: Permanent, Full Time
Classification: Professional, technical
Travel Involved: Periodic regional or state-level meetings; some out-of-state travel for national conferences
Location: Johnston, IA with telecommuting options

Background Requirements:

BA or BS in a relevant discipline (public policy, business, real estate)
Alternatively Masters in Public Administration (MPA), Business Administration (MBA), or a Juris Doctor (J.D)
1-2 years internship or professional experience with a role in public policy or advocacy required; direct lobbying experience desired but not required

The following skills are required for the Policy Coordinator position:

  • Proficiency in using Office 365
  • Excellent verbal and written communication skills

 

Applicants are advised to prominently highlight their policy, research and advocacy skills and experience.

The following skills are desired for the Policy Coordinator position but not required:

  • Experience with the public land registry, recording, electronic recording, online records management or research, or other public facing services
  • Experience using the Iowa Land Records website and applications
  • Experience with basic statistical reporting and the use of cross-tabs and pivot table tools
  • Experience with Business Analysis or Business Process Improvement
  • Experience with software used in the office environment for reporting and issue tracking including JIRA and Salesforce CRM
  • Experience with the use and the administration of virtual meeting communications tools including Zoom, MS Teams, or Adobe Connect
  • Experience with other team communications and research tools such as Slack, Survey Monkey, Mail Chimp, etc.

 

 

Compensation

Annual compensation in the range of $60,000.00 to $80,000.00 based on background and experience. The Electronic Services System also offers a comprehensive benefit package including medical, dental and flexible spending accounts, life insurance, disability insurance, 401(k), and paid time off. There are opportunities for advancement.

 

Application Submission

Individuals who are interested in the position should forward a cover letter and resume to the Electronic Services System, 8711 Windsor Parkway, Suite 2, Johnston, IA  50131.  Applicants may also submit information via email to phil@clris.com.

 

Job Description and Duties

The primary duties and responsibilities for the role of the Policy Coordinator fall into the following categories:  Policy Research and Development, Policies and Procedures, Accountability and Reporting, Standards and Best Practices, Government and Stakeholder Relations, Business Process Improvement, and Business Requirements for ESS Services.

The Electronic Services System (ESS) is the governing entity for the Iowa Land Records System and website. As represented in a 28E agreement among the participating Iowa counties, there is a strong working relationship with the Iowa County Recorders Association. Specifically, the Executive Board of the Association appoints the members of the Electronic Service System Coordinating Committee (the primary governing board for ESS).

This position is primarily intended to serve the Electronic Services System and Iowa Land Records, but in specific areas some activities will be structured to serve county recorders and the Iowa County Recorders Association. This position reports solely to the ESS Project Manager and Administrator. Some defined activities may be under the direction of designated representatives of the Association.

The following is a description of the key tasks and performance expectations associated with each category.

Policy Research, Development and Reporting

This position serves an important role in developing policies concerning electronic recording, and the management of public records and processes such as recording, archiving, records transfer, posting public records online, and redacting personally identifiable information. Other policies relating to the operations of the ESS system are also within the scope of this position. Examples include:

  • Managing governance documents such as agendas, meeting summaries, meeting packets and other supporting materials
  • Research concerning system usage and customer behavior and preparing various reports
  • Contributing website content
  • Assisting with the development of training and other resource materials
  • Assisting the Association with the development of other policies and proposals

Policies and Procedures

This position will be responsible for developing, managing, documenting, publishing, maintaining and updating all Policies and Procedures adopted by the governing boards. Activities will include various forms of training, and the development of educational materials related to the Policies and Procedures.

Accountability and Reporting

This position will be responsible for coordinating the publication of governance materials and other public information materials with the ESS marketing and communications team, including information posted on the Iowa Land Records web site.

Standards and Best Practices

This position will actively participate in the development of standards and best practices associated with ESS and county services and functions. This includes coordination of the ESS Standards Subcommittee.  The Policy Coordinator will also actively monitor policy development and other activities of the Property Records Industry Association (PRIA), the Mortgage Industry Standards Maintenance Organization (MISMO) and other national organizations.

Government and Stakeholder Relations

This position will maintain communication and develop professional relationships with government officials and personnel representing key stakeholder organizations. Government officials include members of the Iowa General Assembly and staff, the Governor’s office, and executive agencies whose functions intersect with the Electronic Services System and county recorders including the following: Iowa Title Guaranty, the Departments of Revenue, Workforce Development, and Natural Resources.

Key stakeholder groups include but are not limited to bankers, mortgage companies, title and abstract companies, real estate attorneys, realtors and surveyors. Participation in Education and Outreach activities with policymakers, stakeholders and customers may be required from time to time. Examples may include stakeholder meetings or various trade shows.

As needed, this position will provide assistance to the Association with respect to government and stakeholder relations.

Registering as a lobbyist with the legislature and the executive branch is required.

Business Process Improvement

This position will participate in organizational activities which are designed to improve business processes, create efficiencies and improve effectiveness. These activities include but are not limited to the following.

  • Maintaining time reporting information with respect to specific activities and projects as determined by management
  • Logging interactions with customers and stakeholder in the ESS customer relationship management system
  • Cross-training in various ESS functions including customer support

From time-to-time, this position will also assist with research and planning associated with service delivery at the county level.

Business Requirements For ESS Services

One of the core functions of ESS is to provide access to electronic recording services and to land record search services through a public facing website. Application development and service enhancements are ongoing processes, and it is necessary to continuously create new ideas and to document them for review and implementation by the ESS software development team. This position will actively participate in these processes.

Customer Support Coordinator

The Customer Support Coordinator is a part-time position in service to the Electronic Services System.

Reports To: Iowa Land Records Project Manager
Term: Permanent, Part Time
Classification: Professional, technical
Hours: Flexible Between 8:00 AM and 5:00 PM; coordinated with other team member schedules
Travel Involved: Occasional regional or state-level meetings;
Location: Johnston, IA; remote hybrid work options

Background Requirements:

Associates Degree or higher and/or Paralegal or Legal Assistant Experience in Real Estate and/or Professional Certification in a relevant discipline (customer service/relations, business, real estate); 1-2 years internship or professional experience with a role in customer service, help desk operations, real estate title and closing services, or recording services

The following skills are required for the Customer Support Coordinator position:

  • Proficiency in using Office 365
  • Proficiency in searching and retrieving information via the Internet through search engines such as Google or other systems
  • Proficiency with software used in the office environment for reporting and issue tracking such as JIRA or Salesforce CRM
  • Excellent verbal and written communication skills
  • Capacity to provide customer support with a courteous and professional manner

Applicants are advised to prominently highlight their customer service skills and experience.

The following skills are desired for the Customer Support Coordinator position but not required:

  • Experience with the public land registry, recording, electronic recording, online records management or research, or other public facing online services
  • Experience using the Iowa Land Records website and applications
  • Experience with basic statistical reporting and the use of cross-tabs and pivot table tools
  • Experience with the use and the administration of virtual meeting communications tools including Zoom, MS Teams, or Adobe Connect
  • Experience with other team communications and research tools such as Slack, Survey Monkey, Mail Chimp, etc.
  • Capacity to provide customer support with a courteous and professional manner

Compensation

Compensation in the range of $20.00 to $25.00 per hour based on background and experience.

Future Opportunities

There is substantial potential for this position to grow into an expanded schedule and to qualify for participation in a comprehensive benefit package including medical, dental and flexible spending accounts, life insurance, disability insurance, 401(k), and paid time off. There are also potential future opportunities for promotion.

Application Submission

Individuals who are interested in the position should forward a cover letter and resume to the Electronic Services System, 8711 Windsor Parkway, Suite 2, Johnston, IA  50131.  Applicants may also submit information via email to phil@clris.com.

Job Description and Duties

This position serves the Electronic Services System and Iowa Land Records primarily by providing technical support and administrative assistance to customers of the system as well as Iowa county recorders and their staff. One of the core functions of ESS is to provide access to electronic recording services and to land record search services through a public facing website. Application development and service enhancements are ongoing processes. This position will actively participate in these processes. This position will be supervised by the Electronic Services System Project Manager and work under the direction of the Customer Service and Account Manager.

Customer Support
This position serves as a front-line responder to most customer support issues in service to the Iowa Land Records system. The individual(s) serving in this role is responsible for determining the nature of each customer query or problem, and for determining how an issue will be handled or referred.

It is important that the Account Manager/Customer Service Manager and Customer Support Coordinator understand the respective duties and responsibilities of the Account Manager, ILR Technical and Development staff and the local service providers concerning maintenance and support for the Iowa Land Records system. This knowledge and understanding must be used to effectively refer or escalate any issue to the correct ILR staff or local service provider.

The primary duties and responsibilities for the role of the Customer Support Coordinator relate to customer support for the operations of Iowa Land Records and the Electronic Services System.

  • It is imperative that the Customer Support Coordinator become expert in E-Submission processes, the land records database, the search tools, Detailed Audit tools, and reports which are provided
  • It is imperative that the Customer Support Coordinator become expert with respect to the Iowa Land Records Terms of Use, Privacy Policies, and other policies and procedures which have been formally adopted by the Electronic Services System

As the initial and primary customer point of contact, it is additionally expected that the team members who are assigned to provide support functions will be proficient in the operation of the Iowa Land Records websites. When a question or issue arises, the support team member should thoroughly research and investigate the matter.

Logging Customer Engagement
All customer support issues, regardless of where the issue originates (phone, e-mail or a customer support form on the website) or where an escalated issue is referred, must be logged in the Salesforce CRM system. Communications with Contacts (recorders and customers) in Salesforce which do not require escalation to the technical team should be entered as either a call or new task in Salesforce.

Any issue which is escalated to the ILR Technical Team must be entered as a Case in Salesforce, and it must reference a corresponding JIRA support ticket that has been created and assigned to a member of the Technical Team.

Customer Onboarding and Maintenance Procedures
Prospective submitters are required to present an application form and agree to the ILR E-Submission service Terms of Use and Privacy policies. An electronic application form is posted on the Iowa Land Records website. Subject to the successful completion of due diligence and document testing activities, set up an administrator account for the customer and assist them with completing the remainder of the account set-up. Provide guidance with the entry of financial account information as needed.

Follow up with new customers periodically to check on status, identify any issues or challenges, and assist as necessary to ensure the customer’s success in using the system.

Iowa Land Records Knowledge Base
An important part of the customer support function is to provide a “self-help” system that can aid customers with land record searches, E-Submission processes or other issues. To the extent that Iowa Land Records can provide a useful knowledge base, customer queries through the telephone and e-mail can be substantially reduced. The Iowa Land Records knowledge base is comprised of the following primary components.

  • User Guides, FAQ documents, training videos and webinar recordings posted in the Resources section of the ILR website
  • Search Tips which are included in the land records search interface
  • The ILR Operating Procedures
  • The ILR blog posted in the NEWS section of the website
  • The ILR social media accounts including LinkedIn and Twitter

It is expected that customer support team members will actively and frequently contribute to the ILR knowledge base in collaboration with the ILR communications team and the Project Manager.

Training
Iowa Land Records periodically sponsors regional seminars or webinars for registered users and prospective users. Participation in training presentations and events is expected.

Redaction
The Iowa Land Records database represents a copy of the official real estate records maintained by each county. The official records may contain personally identifiable information, and such information must be redacted prior to making a document accessible to the public through the Iowa Land Records website. The customer support team receives and process documents needing redaction. Primary redaction services are provided by a third-party company.

Product Improvement
The customer support team will assist with efforts to document questions and issues for the purposes of making ongoing improvements to ILR. Based on experiences in using the Iowa Land Records system and communications with customers and recorders about issues and suggestions, the customer support team is expected to contribute suggestions and recommendations for consideration by the Project Manager, development team or ESS committees. These experiences may also lead to the addition of information to the ILR knowledge base.