Job Description
Position Summary
Under the direct supervision of the Police Records Supervisor, the Records Customer Service Representative is an entry level, uniformed, civilian employee of the St. George Police Department. The SGPD Records CSR will primarily provide initial customer contact for the St. George Police Department and must possess high quality customer service skills as they provide organization-wide information and services along with receipting and fundamental records handling duties. Must possess and maintain some knowledge of current laws, procedures and practices related to GRAMA.
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
1. Responds to a high volume of customer inquiries, problems, and concerns by telephone and in person at the Police Department Lobby to assist the public with information and services regarding GRAMA requests, Police Reports, Civil Violations, and other inquiries.
2. Provides a high level of customer service for members of the Police Department and any other agencies who contact the Police Department including, Attorney offices, Courts, outside law enforcement, military, insurance, and outside agencies, as well as the general public. Requests and releases are handled in person, by phone, through multiple electronic means. Employees must respond in an efficient, accurate and timely manner.
3. Receive and process payments for Civil Violations, Police Reports, Donations, Evidence, and other incoming payments; issues receipts; and distributes to appropriate funds by accurately entering information into the cash receipting systems.
4. Research customer requests, problems, and complaints and initiates appropriate action in a timely, professional manner. May refer difficult situations to supervisors.
5. Operates computer terminal to enter, retrieve, and update law enforcement incident information in the Spillman RMS.
6. Limited Review, redaction, and dissemination of law enforcement records in accordance with State Law and City Policy.
7. Maintains a high level of confidentiality and accountability as a member of the Police Department, in compliance with State and Federal Laws.
8. Performs other related duties as required.
Typical Physical/Mental Demands/Working Conditions
Law Enforcement office environment dealing with external, internal, and outside agency customer service requests (face-to-face, telephone, or otherwise). Light to medium physical effort, infrequent lifting of weights up to 25 pounds. May include sitting or standing for extended periods while operating assigned equipment. Considerable exposure to stress as a result of human behavior, including dealing with unpleasant, angry, or discourteous individuals as part of the job requirements. Exposure to graphic and potentially disturbing video, audio, and photographic materials associated with crimes of violence, lewdness, or other criminal activities (death scenes, violent encounters involving citizens, officers, or both, etc.)
Note: This position will require a complete police department background check and a voice stress analysis test.
Minimum Qualifications
Qualifications
Education and/or Experience: High school diploma or equivalent.
Knowledge, Skills, and Abilities
Knowledge of:
• City and Police Department policies and procedures governing all police and front office related activity.
• Principles and practices used in establishing, utilizing, and maintaining files and information retrieval systems.
• Correct English usage and spelling, punctuation, and grammar.
• Basic recordkeeping, bookkeeping, and proper cash handling procedures.
• Providing a high level of customer service and accountability.
• Bilingual ability preferred.
Skills in:
• Customer Service and effective communication
• Office computer skills desirable, G Suite, Microsoft office, Windows, Spillman Records Management, and other computer programs as required.
• Type 40 words per minute (net tested).
• Organization and filing
• Must have a strong orientation to confidentiality, accountability, detail and accuracy.
Ability to: (learn or perform)
• Efficiently and effectively use Spillman, State UCJIS computer system, and other computer programs utilized by the City of St. George.
• Utilize and operate a personal computer, calculator, cash drawer, postage meter, copy machine, FAX, and VOIP telephone.
• Learn relevant Government Records Access and Management Act (G.R.A.M.A.) laws for the position
• Perform work within established timelines with a minimal of direct supervision.
• Deal with a variety of personnel and situations within the police department as well as the public on a daily basis.
• Establish and maintain effective working relations with elected City officials, department heads, coworkers, supervisors, and other law enforcement, government, and private agencies and personnel.
• Effectively communicate with citizens, including the ability to elicit information from upset and irate citizens to a satisfactory conclusion.
• Accurately enter police reports, other legal information and perform math calculations as required
• Research and compile data in an accurate and efficient manner.
• Exercise accurate cash handling skills and accountability.
• Understand and follow oral and written instructions.
• Communicate oral and written information clearly and concisely.
• Perform duties, exercise good judgment, and make sound decisions efficiently and accurately at all times especially during pressured and stressful situations.
• Work in a paramilitary organization which relies on policies and procedures to govern dress code and behavior of officers and civilians, including adhering to a specific Chain of Command for accountability.
• Occasionally work weekends or evenings during emergencies and/or large-scale incident/events in a support capacity.
The Customer Service Representative will receive training and guidance in understanding the structure, resources, and workflow of the Police Department in general, and the Records Unit’s role within the organization.
To Apply
Submit a completed City of St. George Employment Application online at careers.sgcity.org. Applications are reviewed on an ongoing basis. This Position closes 10/03/2024 05:00 PM. Refer questions to Human Resources at 435-627-4670. Pre-employment drug screening and criminal background screen are required. The City of St. George is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, color, national origin, age, disability or genetic information. We make reasonable efforts to provide reasonable accommodation to disabled candidates.