Customer Service Representative I – Police Records

Minimum to Mid Range: $13.73/hr – $17.16/hr

An employee within this position performs a variety of responsible clerical and administrative tasks in support of the police department administrative division.  Work duties will include producing case records for dissemination to the public and other criminal justice entities, responding to public information requests either in person or via telephone, email or other communication methods.  Due to the sensitive nature of work, confidentiality, accuracy, attention to detail and multi-tasking are critical skills that must be demonstrated by the incumbent.

ESSENTIAL FUNCTIONS

Answer the administrative phone line and customer service calls;

Serve customers at the window and direct their request to the appropriate supervisor or staff member;

Process requests for police reports or records;

Disseminate police reports;

Maintain records of dissemination for all police department records released;

Assist with manual and live scan fingerprinting along with possible oversight of the IDMD Live Scan program;

Assist with receiving payments and record requests from insurance companies;

Crosstrain with Municipal Court staff on Incode System, filing and taking payments;

Other duties and assignments of a clerical or administrative nature to ensure the ongoing daily operations of the police department administrative and records division.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

Knowledge of:

English grammar and punctuation;

Cash handling and balancing procedures;

Customer service procedures and techniques;

An understanding of the Kansas Open Records Act related to dissemination of public and investigative records, and handling Criminal History Record Information;

Modern office practices and procedures;

Record keeping and filing practices and procedures.

Ability to:

Evaluate and analyze customer needs to provide exceptional customer service;

Maintain accurate, concise records related to the operation of a law enforcement agency;

Learn department functions thoroughly in order to provide general information and explain detailed departmental processes and procedures;

Write letters, memos and documents in a clear and concise manner;

Perform duties accurately and efficiently under time sensitive deadlines;

Multitask with numerous and frequent interruptions;

Work well under pressure;

Respond courteously to customers inquires which may be at times controversial or adversarial;

Maintain effective working relationships with other City employees, supervisory personnel and outside organizations related to the operation of the police department;

Make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures;

Maintain absolute discretion and confidentiality related to criminal cases, criminal history record information (CHRI) and other information related to criminal and investigative matters;

Successfully pass an in-depth background investigation to include no felony convictions.

• High School Diploma or equivalency; minimum 3 years of current experience in an office/clerical position including customer service, data entry, cash handling, clerical work or similar job duties; advanced training or coursework focused on clerical duties, data entry, customer service in an office setting; or any combination of training, coursework or work experience which provides the knowledge, skills and abilities to perform essential job functions.