Under general supervision, performs a variety of advanced clerical and routine technical, programmatic, and administrative duties requiring the application of specific program knowledge and administrative, secretarial, and clerical skills in support of the Reno Police Department; assumes on-going programmatic responsibilities specific to area of assignment; researches and recommends new service delivery methods, policies, and procedures; coordinates assigned programs, projects, and services with other City departments, divisions, and outside agencies; and provides specialized departmental information and assistance to City staff and the general public.

The Police Services Specialist performs significant technical and specialized administrative and office support functions with minimal direction and supervision, in addition to providing general clerical support. Incumbents are responsible for providing programmatic and administrative support services to the Reno Police Department requiring a thorough knowledge of regulations, policies, and procedures related to area of assignment. Assigned work requires the use of initiative and judgment in selecting appropriate work methods, interacting with and handling complaints from customers, parties of interest, and the public, and in solving non-routine problems based on knowledge gained through experience.
The Police Services Specialist will provide all citizens with the highest level of service, respect and dignity. The Police Services Specialist will have a customer service focus to enhance community engagement, maintain responsiveness, and takes pride in their work and the organization as a whole. The Police Services Specialist will perform duties of a complex, highly sensitive, emotional and confidential nature.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Perform a variety of advanced clerical and routine technical, programmatic, and administrative duties requiring the application of specific program knowledge and administrative, secretarial, and clerical skills in support of the Reno Police Department; assume responsibility for specific program area duties; provide assistance in administrative and operating programs as assigned.

Serve as primary contact and liaison with the general public, Reno Police Department staff and outside agencies and organizations for assigned functions and programs; Provide excellent customer service to all visitors and callers while upholding the Reno Police Department's core values.

Receive and welcome all visitors to the Reno Police Department; collect appropriate intake forms; sign-in and provide visitor's badge for those checking in for meetings, appointments, etc; notify Sergeant regarding "fix-it" tickets; process evidence release requests; respond to all routine inquiries, questions and complaints in a courteous manner.

Answer calls direct from the public and internal personnel on multi-line telephone system; respond to routine inquiries and transfer/refer callers to appropriate staff, unit, or outside agency for further assistance as needed; assist the public in interpreting and applying policies; ensure all questions are answered or routed.

Provide citizens with information, forms and resource material. Assist the general public, outside groups and agencies, and Reno Police Department staff by providing routine information related to specific program area or Reno Police Department operations and activities in general.

Utilize a victim-centered approach when assisting victims/survivors/witness of all types of crime; meet face to face with victims of crime; take written and/or oral statements, collect evidence and write crime reports. All evidence will be processed and preserved in accordance with the Department Evidence Control policy.

Provide technical assistance to citizens utilizing the self-serve report taking kiosks; assist citizens in evidence collection and uploading into their case.

Conduct a variety of studies and research for assigned area; collect, compile, and review information from various sources on a variety of specialized topics related to program area of assignment; participate in the preparation of reports that present data, identify alternatives, and make and justify recommendations. This includes the customer experience survey.

Perform a variety of special projects and assignments in assigned area including the implementation and coordination of assigned program and project components; assist with the development of policies and procedures; implement and monitor program activities.

Compile materials and compose reports, documents, applications, records; Ensure completeness and conformance with established regulations and procedures; apply applicable policies and procedures in determining completeness of applications, records, and reports; provide information and forms to the public; collect and process appropriate information.

Type and proofread a wide variety of reports, letters, memoranda, correspondence, statistical charts, and other documents and material; type from rough draft, verbal instruction; independently compose documents related to assigned area of responsibility.

Establish and maintain various filing systems, schedules and records; file correspondence, reports, bulletins and cards; log reports, applications, and/or telephone calls; maintain records related to specific area of assignment.

Perform a variety of general bookkeeping and clerical duties and responsibilities involved in record keeping and reporting for assigned area; maintain a variety of records, logs, and files.

Recommend improvements in work flow, procedure and use of equipment and forms; implement improvements as approved; develop and revise office forms and report formats as required.

Operate a variety of office equipment including copiers, facsimile machine and computer; utilize various computer applications and software packages; enter data, maintain and generate reports from a database or network system; input, maintain, and utilize data to develop reports; create, format, and revise charts, graphs, flowcharts, worksheets, booklets, brochures, and forms using word processing, desktop publishing, and other computer applications; organize and maintain disk storage and filing.

Perform related duties as required.

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:
Practices, principles and techniques of effective customer service.
Operational characteristics, services, and activities of assigned functions, programs, and operational area.
Office procedures, methods, and equipment including computers.
Computer applications such as word processing, spreadsheets, and statistical databases.
Principles and procedures of record keeping.
Principles and practices used in establishing and maintaining files and information retrieval systems.
Principles of business letter writing and basic report preparation.
Methods and techniques of proper phone etiquette.
English usage, spelling, grammar and punctuation.
Pertinent federal, state and local laws, codes, and regulations.

Ability to:
Utilize a victim-centered approach when assisting victims/survivors/witnesses of all types of crime.
Interact professionally and courteously with the public, law enforcement personnel and outside agencies at all times; while modeling the Department's core values (Respect, Integrity, Fairness and Service).
Adapt and work under steady pressure with frequent interruptions and a high degree of public contact by phone, email, chat or in person.
Respond tactfully, clearly, concisely, and appropriately to inquiries related to area of responsibility.
Effectively communicate with and elicit information from citizens by phone and in person. Demonstrate effective conflict resolution and de-escalation skills to respond to difficult challenging situations.
Objectively prepare clear, concise, factual, and thorough reports and statements.
Prepare, maintain, file, and index a variety of reports, records, and other written materials.
Perform a full range of advanced clerical and routine technical, administrative, and programmatic work of a general or specialized nature involving the use of independent judgment and personal initiative.
Research, compile, and interpret a variety of information and make appropriate recommendations.
Effectively represent the Police Department to outside individuals and agencies to accomplish the goals and objectives of the unit.
Understand the organization and operation of the department and of outside agencies as necessary to assume assigned responsibilities.
Understand, interpret, and apply general and specific administrative and departmental policies and procedures.
Analyze situations and adopt a course of action.
Participate in the preparation of a variety of administrative reports.
Independently prepare correspondence and memoranda.
Implement and maintain filing systems.
Type and enter data at a speed necessary for successful job performance.
Exercise good judgment in maintaining critical and sensitive information, records, and reports.
Work independently in the absence of supervision.
Plan and organize work to meet changing priorities and deadlines.
Work in a team based environment to achieve common goals.
Coordinate multiple projects and complex tasks simultaneously.
Communicate clearly and concisely, both orally and in writing.
Work cooperatively with other departments, City officials, and outside agencies.
Operate and use modern office equipment including computers and supporting word processing and spreadsheet applications.
Use and operate assigned tools and equipment including camera, and tape recorder.
Establish and maintain effective working relationships with those contacted in the course of work.
Maintain well groomed appearance and meet dress code appearance standards.
Meet the physical requirements to safely and effectively perform the assigned duties.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:
Completion of a high school diploma or equivalent supplemented by specialized office support training. Additional specialized or college level course work in human services, criminal justice, business administration or a related field is desirable.

Experience:
Three years of increasingly responsible general office support, clerical, programmatic, and administrative support experience with a customer service, human services or criminal justice focus.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment:Work is performed primarily in a standard office.

Physical:Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Local 39 Non-Supervisory
G20
Updated: 8/2019
JD 11/2018