Public Assistance Officer

3 weeks ago

Indianapolis, United States City Of Indianapolis (IN) Full time

Position Summary

Position is responsible for interviewing members of public to gather information needed to generate police reports relating to non-emergency incidents; prepares police incident reports and enters into computer; maintains highest level of professional and courteous customer service during performance of duties.

Position Responsibilities

Responds to citizen phone calls and walk-ins requesting police incident report; conducts preliminary assessment of situation to verify incident occurred in IMPD's service district and to identify incident type; identifies and refers calls requiring the dispatch of police units to Communications Supervisor; based on type of incident, assesses information needed to prepare complete report; interviews citizen to gather required information, insuring data are collected for required reporting fields and narrative section; advises citizen of follow-up procedures, crime prevention materials, and referral services, as appropriate.

Enters report into IMPD's Police Reporting System; assigns appropriate report header in accordance with FBI Uniform Crime Reporting standards; validates address and police beat assignment; enters appropriate data and code values into database fields; writes and enters concise descriptive narrative to document incident in accordance with standard business English and departmental policies.

Receives additional report information via citizen phone calls or walk-ins; queries Police Reporting System to locate previously entered report; makes supplemental report in accordance with departmental policy to document newly provided information.

Monitors reports taken to identify needed departmental follow-up and possible trends requiring action by other district or departmental personnel; provides advisory alert to district commander of geographic areas where reports indicate additional patrols or other governmental activity may be appropriate.

Participates in end of shift information exchange with other members of unit to facilitate smooth transfer of case load from one shift to the next; takes part in briefings relating to completed and pending reports.

Periodically meets with other members of unit to discuss quality control issues and areas of operations where improvements could be made; participates in documentation of recommendations for submittal to departmental administrators.

Greets all people coming to main entrance of district headquarters; promptly, courteously and professionally assists visitors or directs them to the appropriate personnel.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Qualifications

High school diploma or GED with a minimum of two (2) years prior work related experience, with an emphasis on professional customer service or a minimum of two (2) years college education, including course work in English composition and/or criminal justice. High level of commitment to professional customer service and teamwork; ability to conduct interviews to obtain specific information and to reduce results of interview to police incident report format; ability to handle potentially difficult and hostile customer service contacts; ability to write clear and concise narratives; ability to type report into department's police reporting system, with a minimum of 25 wpm accuracy; ability to process information received over time and identify patterns and trends. Knowledge of police reporting writing and records management systems; knowledge of police radio procedures; knowledge of Windows-based computer applications such as MS Word and MS Outlook; problem solving skills. Confidentiality required. Special Police Powers (minimum age 21 years) and IDACS/NCIC certification required after hire. Successful completion of department's reporting and customer service training program required after hire.

Independent Judgment

Much of the work performed by this position is governed by specific departmental policies and procedures; however, independent judgment is required in the application of those general policies to specific situations. Errors will impact the accuracy of police reports submitted and subsequent analysis. Failure to handle contacts in professional and courteous manner will negatively affect the department's community relations efforts.

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