Careers at ESO

SUMMARY OF RESPONSIBILITIES:
The Employee Relations & Workforce Operations Coordinator serves as a key employee advocate and operational support resource for the Department of State Passport Services program.  This position is responsible for fostering a positive employee experience, supporting workforce operations, managing employee relations matters, coordinating onboarding and benefits administration, maintaining employee records, and ensuring compliance with company policies, contract requirements, and employment regulations.
The coordinator works closely with employees, supervisors, site leadership, Human Resources, Recruiting, Payroll, and Compliance teams to address workforce issues proactively while maintaining a productive, engaged, and compliant workforce.   This role is critical to supporting employee retention, maintaining employee satisfaction, reducing turnover, ensuring accurate workforce documentation, and ensuring consistent employee relations practices throughout the employee lifecycle on the project.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (for each duty and function listed indicate % of time):

• Employee Relations (20%)
  
  • Serve as the first point of contact for employee concerns, questions, and workplace issues.(30%)
  • Conduct intake and documentation of employee relations matters.(15%)
  • Support investigations involving attendance, conduct, policy violations, workplace concerns, and interpersonal conflicts.(25%)
  • Maintain confidentiality of employee information and personnel records.(15%)
  • Ensure consistent application of company policies and procedures.(10%)
  • Partner with leadership and Human Resources to resolve employee concerns effectively and professionally.(5%)
• Workforce Engagement and Retention (15%)
  
  • Coordinate and manage employee engagement and recognition programs. (10%)
  • Conduct stay interviews and assist with exit interview processes.(20%)
  • Monitor workforce trends related to retention, attendance, morale, and productivity.(30%)
  • Support employee communications.(30%)
  • Assist leadership in developing strategies to improve employee satisfaction and retention.(10%)
• Onboarding and Employee Lifecycle Support (10%)
  
  • Coordinate onboarding activities and new hire documentation.(30%)
  • Facilitate orientation and employee integration processes. (20%)
  • Maintain employee records, status changes, and personnel files. (20%)
  • Support employment verifications and employee data updates. (10%)
  • Track employee lifecycle activities including hires, transfers, leaves of absence, accommodations, and separations. (20%)
• Benefits and Employee Support Services(5%)
  
  • Assist employees with benefits enrollment and related inquiries. (60%)
  • Provide guidance regarding company policies, procedures, and workplace resources. (10%)
  • Assist employees with navigating leave programs and return-to-work processes. (20%)
• Attendance, Leave, and Performance Support (15%)
  
  • Monitor attendance trends and workforce reporting. (40%)
  • Support coaching, corrective action, and performance improvement processes.(15%)
  • Track leave of absence requests, accommodations, FMLA, military leave, jury duty, and return-to-work activities. (15%)
  • Maintain documentation related to attendance and performance management. (20%)
  • Partner with supervisors to proactively address workforce concerns. (10%)
• Compliance and Risk Management (10%)
  
  • Ensure workforce practices comply with federal, state, and local employment regulations. (30%)
  • Support compliance with government contract requirements and company standards. (15%)
  • Maintain complete, accurate, and audit-ready employee records. (15%)
  • Coordinate workers' compensation claims and unemployment claims administration. (10%)
  • Escalate compliance concerns and assist with corrective action plans when necessary. (10%)
  • Support document retention and regulatory reporting requirements. (20%)
• Administration and Operations (10%)
  
  • Coordinate efforts between clients, Human Resources, Benefits, Accounting, Compliance, Recruiting, and Operations teams to ensure accurate employee information management. (40%)
  • Maintain workforce databases and electronic personnel records. (25%)
  • Prepare and distribute workforce-related reports and documentation. (25%)
  • Support special projects and operational initiatives as needed. (10%)
• Reporting and Analytics (15%)
  
  • Track employee relations cases and resolutions. (20%)
  • Monitor turnover, retention, attendance, and engagement metrics. (25%)
  • Prepare recurring workforce and compliance reports for leadership. (25%)
  • Analyze workforce trends and recommend preventative and corrective actions. (15%)
  • Maintain reporting accuracy and data integrity across workforce systems. (15%)

MARGINAL FUNCTIONS (each function listed indicates % of time):

• TBD% Other job-related duties as assigned

REQUIRED QUALIFICATIONS:

• Bachelor's degree in Human Resources, Business Administration, Psychology, or related field, or equivalent combination of education and experience.
• 2-4 years of experience in Employee Relations, Human Resources, Workforce Management, Benefits Administration, or Operations Support.
• Experience supporting government contracts or regulated environments preferred.
• Experience handling confidential employee information.
• Strong conflict resolution, problem-solving, and customer service skills.
• Excellent written and verbal communication skills.
• Strong organizational, documentation, and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Ability to travel to the Department of State facility for meetings, as needed 

SUPERVISION EXERCISED/ #OF STAFF:
N/A

LANGUAGE/COMMUNICATION SKILLS (written & verbal):

• Experience handling confidential employee information.
• Strong conflict resolution, problem-solving, and customer service skills.
• Excellent written and verbal communication skills.
• Strong organizational, documentation, and time management abilities.

COMPUTER/SYSTEM SKILLS REQUIREMENTS:   

• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• Experience supporting federal government contracts.
• Experience in high-volume workforce environments.
• Knowledge of wage and hour laws, employee relations practices, and employment compliance requirements.
• Human Resources certification (SHRM-CP, PHR, or equivalent).
• Experience with HRIS, case management, workforce management, or compliance tracking systems.

SKILLS REQUIREMENTS: 

• Employee Advocacy
• Employee Relations
• Conflict Resolution
• Workforce Operations
• Workplace Investigations
• Relationship Building
• Communication & Documentation
• Organizational Effectiveness
• Change Management
• Problem Solving
• Data Analysis & Reporting

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:

• Human Resources certification (SHRM-CP, PHR, or equivalent) preferred

WORK ENVIRONMENT/ PHYSICAL OR MENTAL ABILITIES:  
The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without reasonable accommodation. 

MENTAL DEMANDS (list below indicates % of time):

• Handling of confidential employee information. (40%)
• Strong conflict resolution, problem-solving, and customer service skills. (20%)
• Handling high-volume workforce environments. (20%)
• Strong organizational, documentation, and time management abilities. (20%)

PHYSICAL DEMANDS (list below indicates % of time):

• Stand: 5%       
• Sit: 95%
• Squat: 0%
• Walk: 5%
• Bend:5%
• Repetitive Motion: 85%
• Climb: 0%     
• Twist: 5%     
• Operate Equipment: 90%
• Air and other public transportation Business Travel: 10%     
• Driving: 5%
• Lifting (lbs): 10
  
  • Percentage of time Low Lifting: 5%     
  • Percentage of time High Lifting: 0%     
• Carrying (lbs): 10     
  
  • Percentage of time Carrying:  5%      
  • Percentage of time Carrying:  0%