Intake Specialist - Citizens' Police Complaints Office

Job Title

Position is responsible for ensuring clients receive a professional level of service in association with their questions and concerns regarding a compliment or complaint pertaining to a police officer. This position serves as the initial point of contact for a client and for ongoing needs of a client / case until completion of case. This position is also responsible for the administrative support of the Citizens' Police Complaint Board (CPCB) as the recording secretary for the board. This position reports to the Executive Director of the Citizens' Police Complaint Office (CPCO).

Position requires the knowledge of established policies and procedures, which controls most of the incumbent(s) actions. Position would demand the moderate use of discretionary / independent judgment when dealing with the public and other entities. The City of Indianapolis prioritizes and celebrates diversity, equity, and inclusion in all its forms. This position values diversity in perspectives and experiences among colleagues and the residents of this city whom they serve.

Agency Summary

As the head of the executive branch, the Office of the Mayor is responsible for enforcing city ordinances and state laws; appointing, supervising and removing heads and employees of city government departments, agencies and divisions; appointing, supervising, and removing deputy mayors, with appointments subject to City-County Council approval; communicating and coordinating with the City-County Council concerning the financial condition and budget of the city and county; and setting the salaries of city employees.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

Assist in answering, screening, and forwarding calls and emails, log phone calls and emails on electronic log, provide information to callers / walk in traffic, take messages, and schedule appointments for intake of complaints.

Provide information the caller / walk-in client needs efficiently and communicate clearly when providing such information. Respond to and resolve most questions and issues, referring the complex to the next level.

Perform administrative tasks such as interviewing complainants, reviewing transcribed statements, and preparing the case file for review and assessment by the Executive Director.

Operate office equipment such as copier, scanner, desktop computer, and digital recorder.

Generate reports for the Executive Director from software such as Excel spreadsheets, online form table and Internal Affairs Pro.

Maintain appropriate case records, files, documentation, etc.

Assist in fulfilling Public Records requests.

Record, transcribe and maintain documentation of the CPCB meetings. Maintain members' training records, members' training schedule and ride-a-long activities. The CPCB typically meets on the 2nd Monday of each month at 6 : 00pm in the City County Building.

As directed by the Executive Director, the employee will participate in training, outreach, community engagement, public meetings, and professional development activities, which may occasionally be scheduled during weeknights or weekends.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that the Executive Director may deem necessary for the efficient operation of the office.

Qualifications

Minimum Job Requirements and Qualifications

High School education and / or GED and a minimum of two (2) years' prior work related or office experience is required. Professional and compassionate treatment of clients whether face to face, via telephone, or via email is expected. Customer service skills are a must. Experience using Microsoft Excel spreadsheet(s) and Microsoft Word is essential. Must be able to type (letters, envelopes, labels etc.), update and / or create reports, and spreadsheets as needed. Demonstrate creative ability when presented with unformatted projects and / or ideas. Must be able to communicate effectively both in oral and written formats.

Preferred Job Requirements and Qualifications

Experience using pivot tables, database(s), and other business software is preferred. Ability to perform basic analysis of data would be helpful. Ability to read a map would be helpful. Bilingual preferred.