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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00024958 |
Description Activated On: 7/3/2025 2:48:00 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The Training, Quality Assurance and Issue Resolution Center supervisor manages two (2) Management Analysts. Participates in and supervises the development, support, and evaluation of statewide training programs related to the Department’s statewide inventory management, procurement, purchasing and purchasing card program area activities in collaboration with Bureau of Office Services Section supervisors, Commonwealth subject matter experts and customers. Conducts statewide quality assurance assessments for purchasing and procurement activities. Oversees the development of statewide quality assurance assessments to assist organizations in improving their purchasing, procurement, purchasing card and inventory management programs and to reduce risk to the agency. Oversees the Issue Resolution Center phone calls, emails and/or Remedy tickets received from agency staff statewide regarding procurement, purchasing and inventory management inquiries. The staff will resolve the vast majority of inquiries and, as necessary, consult with PennDOT Bureau of Office Services experts to resolve other inquiries. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. QUALITY ASSURANCE: Oversees a statewide quality assurance program which includes assessments to assist organizations in improving their purchasing, procurement, purchasing card and inventory management programs and to reduce risk to the agency; developing statewide quality assurance measures to use in a process of randomly selected purchases and complex procurements for services and materials including the evaluation and adherence to policy, and regulation. Conducts statewide quality assurance program assessments for purchasing, and procurement activities. Anticipates, analyzes, and develops solutions to emerging program issues with a detailed plan. Through subordinate staff, supports the PennDOT Inventory Management and Purchasing Card program areas in their conducting of their quality assurance review program area efforts. Oversees the review and development of tools to provide consistency in PennDOT Inventory Management Quality Assurance Review Program (PIMQAR) in conjunction with the Inventory Management Unit including collaboration as needed and training in developing measures, data collection instrument development, data analysis, best practice in communication of findings and report writing. Working with subordinates, conducts and directs on-site quality assurance activities at PennDOT locations statewide and virtually. TRAINING: Oversees the Department’s statewide training programs for the inventory management program, purchasing card program, procurement and purchasing activities in collaboration with Bureau of Office Services Division Chiefs, Section supervisors, Department of General Services and customers including the annual statewide training calendar, assessing need for number, frequency and mode of training sessions; developing training evaluations to identify areas of improvements in class design, delivery and content. Develops and revises training materials and training aids including but not limited to ad-hoc training and presentation needs in response to Bureau of Office Services Division Chiefs, Section supervisors and customer input. Participates in statewide procurement webinar meetings, as needed assist in the development of topics, agendas and presentations or deliver a procurement, purchasing and/or inventory management related training module. Working with subordinates, develops, supports, participates and evaluates statewide training programs related to the Department’s statewide inventory management, purchasing card, procurement and purchasing activities in collaboration with Bureau of Office Services Division Chiefs and Section supervisors and customers. Collaborate with Department of General Services and PennDOT Training Manager as necessary. Delivers on-site training at PennDOT locations statewide and delivers virtual training sessions. Working with subordinates, partners with Office of Chief Counsel, the Department of General Services, Office of the Budget and other Commonwealth partners to develop, revise and manage agency statewide inventory management, purchasing and procurement and purchasing card training. Seeks opportunities and participates in ongoing training and quality assurance team meetings reporting best practices, deficiencies, data, pending policy, compliance issues, upcoming training and plans for improvement as needed. ISSUE RESOLUTION CENTER: Oversees the PennDOT Issue Resolution Center that receives phone calls, emails and/or Remedy tickets from agency staff statewide regarding procurement, purchasing card, purchasing and inventory management inquiries. The staff will resolve the vast majority of inquiries and, as necessary, consult with PennDOT Bureau of Office Services experts to resolve other inquiries ensuring 100% are acknowledged within 24 hours and 90% are completed within 48 hours unless the customer requests earlier resolution date; develops reports and analyzes data from the Remedy software to identify training needs to improve inventory management, purchasing and procurement practices and to reduce agency risk. Through subordinate staff, refer requests for Settlement Agreements, Waiver Requests, Delegations, and Sole Source Procurements in order to route Remedy tickets to the appropriate area. Emergency requests will be quickly identified alerting Division Chief immediately. Working with subordinates, contributes to the development of statewide procurement, purchasing and inventory management policy and procedural documents in the form of End User Procedures (EUP), Job Aids, Publications and Directives. Receives and evaluates customers recommendations for improvement. Develops plans, processes and, in collaboration with colleagues, makes recommendations to supervisor. Collaborates with Bureau of Office Services Division Chiefs, Section supervisors and customers in the development of measurement tools and processes to assess effectiveness of customer satisfaction with Issue Resolution Center services statewide. Review Commonwealth management directives and policy changes to determine how they impact statewide purchasing, purchasing card and inventory management and purchasing card programs to assess potential training needs and address accordingly. Leads section training, quality assurance and issue resolution center team meetings sharing data, pending policy, compliance issues, upcoming training and plans for improvement as needed. Reviews training and quality assurance program budget information, reviews spending plan and monitors spending requests. Works with Bureau of Fiscal Management to develop and approve end-of-FY closing activities for procurement, purchasing and inventory. Provides professional, thorough, timely and courteous customer service while representing the best interests of the Department. Acts as a role model by supporting co-workers through encouragement, communication, enthusiasm, and teamwork. Employee is required to conduct onsite quality assurance reviews at engineering district and county maintenance offices located throughout the state. Performs other duties as required. CAREER DEVELOPMENT: Takes an active role in succession planning by completing a Career Development Plan in collaboration with the supervisor. In conjunction with the supervisor, participate in knowledge management transfer by identifying key aspects of the job and sharing explicit and tacit program / technical knowledge with other employees. SAFETY: 1. Assess your environment and be responsible for your safety, the safety of co-workers, and the public. Attend required safety training and adhere to the requirements of all safety manuals, policies, and laws. 2. Immediately report to your supervisor any incident, unsafe practice, or near miss. 3. When in an enclosed environment (office buildings, confined spaces, flagger stations, equipment pinch points, etc.), know your evacuation process and escape route, your communication protocols, and appropriately react in the event of an incident. 4. Promote a CULTURE that emphasizes SAFETY as a core value: * Immediately stop any unsafe actions. * Incorporate safety into all discussions, deliberations, and decisions. * Continuously communicate the safety direction. * Inspire employees to be a MODEL for safety. * Encourage and support safety initiatives and programs by participating and involving your staff. * Recognize safety daily. * Acknowledge EXTRAORDINARY achievements. * Learn and improve through After Action Reviews (AARs). * Enforce accountability. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. This position performs with a high-level of independent judgement and initiative including but not limited to: 1. Approves statewide quality assurance, training and Issue Resolution Center policies. 2. Manages statewide quality assurance, training and Issue Resolution Center efforts serving the Engineering Districts, Bureaus and Vendor Community. 3. Approves quality assurance structure, training materials and Issue Resolution Center metrics |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. Class C Driver's License 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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