Records Customer Service Specialist - Internal

Position   Records Customer Service Specialist
Posting Type   Internal
Status   1 full-time permanent position vacant
Hours   40 hours per week, rotating shifts (days and afternoons)
Compensation Level   $60,424 to 80,565
Purpose of Position   The Records Customer Service Specialist is accountable for providing reception duties and quality customer service to the public, in person and over the phone. The Specialist will conduct police record checks on internal and external applicants, accept FOI requests, Routine Disclosure requests, Record Suspension requests and a variety of other requests relating to the Records office.
Summary of Duties and Responsibilities    LiiGreet and assist public and Service personnel at the Reception desk. Relay processes, provide directions, answer Service questions, direct public to the Collision Reporting Centre.  Respond to telephone calls from the public, community agencies, other Police Services, and internal calls from civilian and sworn members.
Process payments for service-related requests such as FOI requests, police record checks, routine disclosure requests, fingerprints, record suspensions, file closures. Balance monies at the end of each day.
Process queries for file closures and Records Suspensions.
Accept, document, and process all levels of police record checks.
Verify proper identification and proof of residence documentation prior to receipt and collection of fees for police record checks.
Query the necessary databases and read police reports to determine what qualifies for release on Records Checks in accordance with the LEARN guidelines and applicable legislation.
Notify the Record Supervisor of possible exceptional disclosure charges.
Correspond with external police services on searches where required.
Process requests for information from external police agencies where applicants do not reside in Brantford.
Complete vehicle releases, tow tags, Notice To Register electronic submission, suspension notices.
Complete the processing of Driver’s Licence return to Ministry of Transportation.
Put calls for service into I-Net Viewer. (e.g. Turning self in, surety revoke warrant, mental health warrants)
Contractor sign-ins.
Parole and accused Release Order sign-ins.
Process property drop off and release. Complete occurrence report entry for entry of stolen, lost property into Niche RMS, complete Property tags.
Monitor the fax machine.
Accept mail and courier packages.
FOI file pick-up – signature, payment as required.
Process burial permits.
Process E-tickets XML and E-tickets, PON indexing.
Provide guidance and training for new employees assigned to Records relating to police record checks.
Assist with the processing of civil fingerprinting.
Completion of indexing sheet for Federal Crown Disclosure pickup.
Complete pick-up log for items left at Reception, i.e. Subpoena, Summons.
Answer internal and external telephone inquiries.
Assist with linking entities from motor vehicle collision reports.
Relaying updated information to Communications and NCO office.
Perform Commissioner of Oath duties as required.
Attend at the Record counter as required.
Perform additional duties as required.

NOTE:

The duties listed are not for the purpose of limiting the assignment of work. They are not to be construed as a complete list of the many duties to be performed under the position title or those to be performed temporarily outside an employee’s normal line of work.
Knowledge     Completion of up to one year of post-secondary courses (Business Administration, Office Administration)
Up to one year of relevant customer service work experience.
Comprehensive knowledge of records management systems, procedures, and information.
Demonstrated knowledge of Niche RMS, CPIC, Police Information Portal (PIP/PSP)
Exceptional knowledge of the confidentiality and privacy concerns contained in legislation, policy and procedures that protects the unlawful dissemination of information, including extremely sensitive information.
An understanding of the organizational structure, Routine Orders, Policy and Procedures, practices within the Service as it pertains to duties and responsibilities performed.
Knowledge and ability…