Complaint Intake Specialist, Program Compliance Officer I (Ncs) - Office Of Equity And Civil Rights

THIS IS A NON-CIVIL SERVICE POSITION

POSTING DATE: 04/17/2024

CLOSING DATE: 06/17/2024 AT 12:00 MIDNIGHT

SALARY: $48,843.00 - $59,040.00 Annually

CLASS DESCRIPTION

The Office of Equity and Civil Rights is a city agency devoted to advancing equity and upholding the federal and local civil rights laws, the local living and prevailing wage laws, ensuring access and equal opportunities for persons with disabilities, and providing oversight of local law enforcement. The mission of the Office of Equity and Civil Rights is to carry out activities to eliminate inequity, inequality, and discrimination. The Office of Equity and Civil Rights consists of the Police Accountability Division, the Community Relations Commission, the Mayor's Commission on Disabilities, the Wage Commission, the Equity Office, and the Women's Commission.

The Police Accountability Board (PAB), mandated by the Maryland Police Accountability Act of 2021 and created in Baltimore by City Council Bill 22-0234, is an independent body of 17 civilian members tasked with the intake of all police misconduct complaints involving a member of the public, holding regular meetings with the heads of law enforcement, reviewing policy and data issues on policing issues, and disseminating public reports about the state of police misconduct. The Administrative Charging Committee (ACC), mandated by the Maryland Police Accountability Act of 2021, is body of five civilian members who review the investigations for the complaints filed with the PAB and decide on disciplinary outcomes.

The Intake Specialist is responsible to screen the complaints coming into the office, conduct intake interviews, input all pertinent information into the case management system, and perform outreach to potential complainants.

ESSENTIAL FUNCTIONS

• Receive, review, and process new complaints received by mail, electronically, or telephonically or walk ins.

• Logs all information into a web-based case management system.

• Contacts and communicates, as needed, on a regular basis with complainant.

• Performs initial complaint assessment to assign appropriate classification of allegations, maintains complaint file records, compiles supplemental documentation to existing files, and ensuring that all documentation is properly filed and distributed.

• Creates and organize appendices, indexes, and briefs for the Police Accountability division, provide administrative support for investigators and staff members.

• Analyze trends, volume, demographics, and intake metrics.

• Conducts analyses of complaints submitted as directed.

• Other responsibilities as assigned by the Chief Of PAB.

EDUCATION AND EXPERIENCE REQUIREMENTS

EDUCATION: Have a bachelor's degree from an accredited college or university.

OR

NOTES(EQUIVALENCIES): An associate degree in criminal justice, paralegal studies or a closely related field from an accredited college or university.

OR

A high school diploma or G.E.D. and four (4) years of experience in the following areas: criminal justice, investigations, paralegal, complaint intake, customer service call center, high volume data entry, social services case intake, or a related field.

KNOWLEDGE, SKILLS, AND ABILITIES

• Fluency in Spanish preferred

• Ability to comprehend and accurately maintain a variety of detailed records and information.

• Ability to perform accurate data entry and organize paperwork.

• Maintain a high level of integrity and discretion in handling confidential information.

• Always demonstrate good judgment and a professional demeanor.

• Comply with City and division administrative directives, policies, and procedures.

• Demonstrate satisfactory work performance and regular, reliable, and punctual attendance.

• Provide management with sound, positive advice, and information concerning the incumbent's area of responsibility.

• Establish and maintain cooperative working relationships with those contacted in the course of work and communicate effectively with the public and other required entities.

• Strong verbal and written communication skills.

• Strong customer service skills with the ability to remain calm in sometimes stressful situations.

• Strong planning, organizational, problem-solving, and time management skills.

This is a full-time position with benefits.

NOTE: Those eligible candidates who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information.

Financial Disclosure:

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.

BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER