POSITION SUMMARY

Telecommunications Clerks are responsible for managing all operations at the Oshkosh Police Department Customer Service Desk.  Telecommunications Clerks perform their responsibilities without the benefit of immediate supervision, as well as work as a team with other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.

• Customer Service (50%):  Answer the telephone politely, courteously and professionally.  Transfer calls to the appropriate personnel or office, takes messages and pass along information as necessary.  Provide information and assistance to the public.  Accept requests for emergency and non-emergency services from the public.  Promote public relations and constantly strive to promote a positive image of the department through demonstration of high quality and professional service to the public.  Assist with emergency situations and department special operations as required.

• Data Entry (25%):  Enter requests for emergency and non-emergency services from the public into the Computer Aided Dispatch computer terminal.  Operate various computer programs and software as deemed necessary for the position and meet all mandated time requirements for data entry and responses.  This includes, but is not limited to, the TIME System Terminal, the Records Management System, and the Computer Aided Dispatch system.

• Form Processing and File Maintenance (15%):  Process parking permit requests, parking citation review forms, and Open Records Request Forms.  Issue receipts for payments as appropriate.  Record information for overnight parking, towed vehicles, and lost and found animals.  Maintain current and accurate records/files as needed for proper operation of the Customer Service Desk.  Review inter-office memos from other staff members and initiate proper courses of action.  Comply with Accreditation reporting requirements that are applicable.

• Training and Development (10%): Attend and participate in training programs, including roll call training as appropriate.  Attend specialized training to improve expertise/professional skills and to keep up-to-date on modern police principles and practices that will enhance the operation of the Oshkosh Police Department Customer Service Desk.  Keep abreast of new and innovative techniques while constantly looking for ways to introduce those ideas into the department to improve operational effectiveness and efficiency.  Advise manager of new techniques, activities, and problems associated with the operation of the Customer Service Desk.  Make recommendations for long/short range objectives for solving problems.  Attend and participate in department staff meetings, committee meetings, and work unit meetings as well as attend and participate in meetings of various professional groups and organizations as requested and appropriate.

• Perform other tasks as assigned.

REQUIRED MINIMUM QUALIFICATIONS

Education and Experience:

• At least 18 years of age
• High School diploma or equivalent
• One year of experience working with the public
• Proficient and accurate typing skills
• Ability to complete the TIME System Certification Training requirements and maintain certification by the State.

Necessary Knowledge, Skills, and Abilities:

• Essential knowledge of modern office principles and practices.
• Thorough knowledge of modern computer and software applications and ability to accurately enter and retrieve data in computer programs.
• Knowledge of office equipment, copying machines, fax machines, etc.
• Fluency in the English language for both verbal and written communications. Ability to communicate clearly and concisely.
• Ability to prioritize and manage several tasks at one time while keeping administrative details organized.
• Ability to maintain a professional demeanor under stressful situations.
• Ability to plan work, make decisions and carry work through to completion without close supervision.
• Thorough knowledge of Federal Laws, State Statutes and City Ordinances as well as Department policies, rules, regulations and procedures.
• Ability to learn and become familiar with city streets and business locations, as well as State, County and City government and Social Service agencies.
• Ability to work with sensitive and confidential public and departmental information.
• Ability to maintain effective working relationships with employees, other agencies and the public.
• Ability to work a flexible schedule, including weekends, overtime and all shifts as needed.

TOOLS AND EQUIPMENT USED

Standard office equipment such as:  personal computer, printer, telephone, scanner, facsimile, calculator and copy machine, as well as a police radio.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to sit, talk, hear and understand normal conversational speech. The employee is occasionally required to walk, use hands and fingers to handle/operate objects, tools or controls and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of the job, the employee works in an office setting.  The noise level in the work environment is moderately quiet to moderately loud.

SELECTION GUIDELINES

Formal application, rating of education and experience, oral interview, background check, and all written testing, physical requirements or other special requirement as set by the Chief of Police and the City of Oshkosh.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logically assigned to the position.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.