Support Analyst (911 Operations Division)

Emergency Communications Specialist Support Analyst

This is a provisional appointment. Under general supervision, the Emergency Communications Specialist Support Analyst is assigned to the Support Unit of the Operations Division. The Support Analyst is responsible for performing several mission-critical, 24-hour-a-day functions of the Boston Police Department. Analysts may be assigned to the following areas in the Unit daily : tow section, missing person section, warrants section, stolen car section, Channel 8 Nova Base section, and the verification / validation function.

Responsibilities

Analysts assigned to the stolen car, missing person, and warrant sections are responsible for recording, searching, and verifying all records and reports related to the area of assignment and ensuring accurate entry and recording of said records in Department databases and the National Crime Information Center (NCIC) and Criminal Justice Information System (CJIS) and other related databases. Analysts assigned to any of these sections communicate with officers, detectives, the general public, and other agencies to ensure timely and accurate entry and removal of critical records and resolution of any data issues. Analysts also regularly audit Support Unit records and CJIS / NCIC files in accordance with all applicable Department rules, regulations, and orders and all related state and federal laws and regulations.

Analysts assigned to the tow section receive, record, and validate for accuracy all requests from tow operators to tow and remove any vehicles from any public or private property in the City. Analysts in the tow section also assist members of the general public in locating any motor vehicle that may have been towed by searching the Department's tow database.

Support Analysts assigned to perform duties in the Channel 8 Nova Base section answer and respond to requests on a digital two-way radio system from police field units regarding warrants, criminal records, and motor vehicle license and registration checks. The Analyst queries Department databases and the CJIS and NCIC systems to locate records and status information on individuals, motor vehicles, and other property for police officers in the field.

Analysts also function as the main telephone receptionist for the police department.

Records, researches, and accurately files and enters records for missing persons, stolen motor vehicles, stolen property, warrants, and towed motor vehicles.

Answers and responds to requests on a digital radio system from police officers in the field regarding warrants or wanted persons, criminal records, and motor vehicle licenses and registrations.

Accesses various databases and records systems including but not limited to Computer Aided Dispatch (CAD), Records Management System (RMS), Criminal Justice Information System (CJIS), National Crime Information Center (NCIC), Interstate Identification Index (III), and the Massachusetts Automated License and Registration System (ALARS).

Operates specialized communications equipment.

Accurately and timely records and files all reports, records, and data as required.

Remains calm and effective under the pressure of emergencies, peaking workloads, and multiple (simultaneous) responsibilities in a sometimes emotionally charged environment.

Maintains constant and diligent monitoring of radio systems, telephones, and other communications equipment and immediately responds to all requests for assistance or service from field units.

Has a working knowledge of and can apply Boston Police rules, protocols, and procedures.

Notifies the Operations Supervisor of any significant or unusual incidents or events in accordance with Department protocols and procedures.

Maintains confidentiality regarding all sensitive information and records exposed to while performing job-related duties.

Participates in ongoing training, quality assurance, and after-action reviews of significant incidents as required.

Communicates and interacts with internal BPD personnel, external agencies or entities, and members of the general public in a customer service-oriented, courteous, and professional manner.

Troubleshoots work-related equipment and report any issues or failures to supervisors or management as required.

Becomes familiarized with any new data processing procedures and programs that may be utilized.

Must have the ability to be understood clearly by others over the radio and accurately record the details of radio transmissions concisely.

Conducts all radio transmissions according to the rules of the Federal Communications Commission (FCC) and all applicable rules and procedures of the Boston Police Department.

Completes all training and continuing education as required.

Performs related work as required.

Minimum Entrance Qualifications

Must be able to type 35 words per minute.

High school diploma or equivalency certificate required.

A minimum of two (2) years of full-time, or equivalent part-time, paid clerical experience in a customer service-related position using basic office equipment, including but not limited to a digital telephone system, computer, fax, and copy machine, is highly preferred.

Excellent oral and written communication, organizational, and interpersonal skills.

Must be able to read and communicate clearly in English.

Have a professional telephone demeanor.

Must be able to transmit clearly and concisely over a two-way radio system.

Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.

Must demonstrate the knowledge and ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.

Be able to work all shifts, including nights, holidays, weekends, and mandated overtime.

Computer literacy is required, mainly when working in an MS Windows environment.

Proficiency in Microsoft applications and Google Suite.

Ability to exercise good judgment and focus on detail as required by the job.

Able to work both independently and as part of a team.

Obtain certifications in NCIC / CJIS and other various training as required.

Work Environment :

The general emergency communications center environment has air conditioning, fluorescent lighting, individual workstations in a larger room, and frequent background noise.

The Operations Division is a 24-hour / 7-day-a-week operation with three (3) working shifts. New hires may be assigned to the 4 PM to 12 AM shift or the 12 AM to 8 AM shift.

THIS POSITION IS DEEMED ESSENTIAL, AND PERSONNEL MUST REPORT TO WORK DURING EMERGENCY SITUATIONS AND ADVERSE WEATHER CONDITIONS.

A CRIMINAL RECORD CHECK IS REQUIRED

PRE-EMPLOYMENT DRUG TEST AND PHYSICAL EVALUATION REQUIRED

APPLICANTS WILL BE SUBJECT TO HEARING AND VISION TESTING

BOSTON RESIDENCY REQUIRED

Terms of Employment & Compensation :

Union / Salary Plan / Grade : SEIU / RL1-14

Hours per week : 40

Full-time hourly, non-exempt, benefitted, union position

Paid time off includes sick, vacation, and personal days.