Monitoring Representative – 2nd Shift (Central or Mountain Time Zone)


The primary purpose of this position is supporting off-site probation officers with participant management via AIR Technology. This position is also responsible for monitoring compliance with court ordered terms and basic technical support by performing the following duties.


● Uses AIR web application to monitor participant compliance with court ordered terms in real-time.

● Maintains contact with participants (primarily via phone) regarding compliance with responsibilities and requirements set forth by the Supervisor and/or the court by means of event completion and following agency protocols.

● Makes appropriate activity notations to participant profiles within the AIR web application.

● Explains the expectations to participants, such as proper maintenance of monitoring device(s), various restrictions, and required attendances.

● Provides Level 1 customer support to supervisors and participants.

● Able to troubleshoot via phone while gathering information from programming to support data provided by the caller. Able to interpret data to drive additional questioning.

● Consults with Supervisors and Sector Specialists regarding programs and services for the client. Analytical – Uses intuition and experience to complement data.

● Problem Solving – Identifies and resolves problems in a timely manner; proactively gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

● Completes equipment returns as well as orders via the AIR Web application and works directly with Shipping and Receiving for status updates.

● Maintains terms of compliance with participants and/or Supervisors via inbound and outbound calls and/or emails


Education required:

● High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

● Bilingual (English/Spanish) Required

● Remote position

● Home internet

  • Central or Mountain Time zone preferred

Specialized Equipment:

● None

Physical Demands:

● Must be able to remain in a stationary position at a desk and operate a computer for up to 8 hours per day.

Communication & People Skills:

● Experience with Customer Service including p hone/e mail skills

● Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; follow through with commitments.

● Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.

● Solid written and verbal communication skills are necessary.

● Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.

● Ability to effectively communicate with employees and staff.

Ability to understand data/reports

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Central Time Zone:

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Mountain Time Zone:

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Pacific Time Zone:

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