Field Team Lead in Washington, DC at Headway Workforce Solutions

Date Posted: 1/2/2021

Job Snapshot

Job Description

On behalf of IMPAQ International, Headway Workforce Solutions is currently seeking Team Leaders to support a study for DC Medicaid (aka DC Health Families). Team Leaders must meet the requirements of a Telephone Interviewer, conducting data collection as assigned; but also spending half of their time coaching, monitoring, and supporting the interviewers in completing their assignments. Team Leaders must be residents of the District of Columbia (DC) will be trained to conduct surveys with Medicaid beneficiaries in DC. This will include fielding inbound calls from study participants to answer questions and to complete the survey over the telephone. This position will start on February 15, 2021, and continue until April 17, 2021. The project will be interviewing people about beneficiaries’ services available, experiences with any of the services, and identify any barriers to access.

Benefits as a Team Leader with IMPAQ:
  • $21.03 per hour/Paid training
  • Health and welfare stipend of $4.54 per hour, up to 40 hours per week
  • Consistent schedule offered – 20 hours per week with the possibility to work up to 40 hours per week based on performance, availability, and project needs
  • Interviewer shifts are as follows:
    • 10:00 AM – 9:00 PM Monday – Friday
    • 12:00 PM – 4:00 PM Saturdays
    • 4:00 PM – 8:00 PM Sundays
  • The two team leaders will need to work across these times, but primarily evenings and weekends to support the telephone interviewers who will primarily be working those times.
  • Additional hours may be available, including extending shift times and evenings and weekends.
  • Schedules will be adjusted based on sample release and mailing schedule for advance letter and the status of beneficiaries’ online surveys.

As a Team Leader, you will:
  • Perform data collection tasks using standardized interviewing techniques and protocols.
  • Complete all associated project and administrative duties to specified expectations.
  • Provide front-line support to interviewers working remotely.
  • Team leaders will receive supervision from the Director of Survey Data Collection Operations and will receive training and guidance from project team members for assigned tasks.
  • Other Survey Center staff will provide guidance and instructions on daily tasks performed and direct assignments.

Duties and Responsibilities:
  • Perform the duties of an interviewer up to 50% of the time. This may include having calling shifts assigned and providing back-up coverage as needed to meet call volumes.
  • Provide coaching and mentoring to interviewers on how to perform their jobs. This includes guidance on setting up their equipment, logging in to access systems, getting started on calling, and completing their calls.
  • Addressing questions on project protocol from interviewers.
  • Identifying problems and issues to be communicated to management.
  • Conducting monitoring and feedback sessions with interviewers. This includes documenting monitoring sessions to provide helpful feedback to interviewers and noting any issues with systems or calls.
  • Monitor sample needs and assist with tracking interviewer attendance, adjust schedules to meet hourly and daily sample calling volumes across projects.
  • Assist with training activities for new interviewers or refresher training for current interviewers on both operational tasks (i.e. completing timesheets) and project-specific tasks (conducting interviews).
  • Proficiency with troubleshooting and using computers.
  • All other duties as assigned.

Position Qualifications:
  • A resident of District of Columbia
  • Experience coaching, mentoring or supervising others
  • High school diploma or GED required
  • Strong attention to detail
  • 6 months of customer service experience preferred; preferably in a government agency, hospitality, financial/banking, or professional office setting
  • Proficiency with troubleshooting and using computers
  • Consent to a required background check
  • Experience interviewing/working with people with mental illness
  • (Preferred) ability to communicate in an alternate language (Spanish and/or Amharic)

Hours & Training:
  • Required Training starts on February 1, 2021
  • Successful completion of self-study and web-based training prior to outbound calling
  • Work lasts through April 15, 2021

About IMPAQ International: With research studies, program evaluations, implementation assistance, surveys, and data collection, technical solutions, and communications strategies, IMPAQ helps governments, businesses, foundations, non-profits, and universities evaluate and enhance their programs and policies.

About Headway Headway Workforce Solutions is a leading B2B (Business to Business) provider of workforce solutions with an array of contract-based integrated services and national staffing solutions. Passionate about our work and dedication to our clients, we are committed to exceeding expectations in the human capital service sector. To learn more about us visit:

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, genetics, or protected veteran status. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, tuition assistance, education, social recreation programs, and benefits. #hws

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