Complaint Intake Specialist (Office of Community Police Oversight [OCPO] Dept., Non-Civil Service)

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Job Summary

The Office of Community Police Oversight (OCPO) was created to foster greater trust and improved relationships between the law enforcement and the communities we serve. OCPO is an independent agency of the City of Dallas, separate from the Dallas Police Department. It is OCPO’s mission to ensure civilian complaints are reviewed impartially to enhance the transparency and trust between the City of Dallas, the Dallas Police Department and the community.

The Complainant Specialist for the Office of Police Oversight performs all functions related to intake, screening, and resolution of complaints by citizens against police officers of the Dallas Police Department. Assists in all areas as assigned and works with considerable initiative and meticulous follow-through, under general guidance.

Job Description
 

Overview

The Complaint Intake Specialist intakes, screens, and assists in the resolution of complaints against the police officers of the Dallas Police Department. Works in the Office of Police Oversight and assists in all areas as assigned.

Essential Functions

1 Receives and intakes phone inquiries, online and email submission, and walk-in complaints; interviews complainants, researches, analyzes, evaluates and determines complaints and their relationship to Dallas Police Department Standards Operating Procedures, Policies, and other related regulatory requirements.

2 Provides assistance for complainant in understanding the process and requirements for filing a complaint; confers and communicates with involved parties to discuss resolution of complaints.

3 Monitors and reviews Internal Affairs investigations of citizen complaints by participating in the interviews and reviewing evidence to ensure the investigation is thorough and fair.

4 Tracks, monitors, and participates in the outcomes of complainants investigated by the Dallas Police Department and OCPO.

5 Follows-up with complainants regarding the outcome of their complaint investigation; provides professional direction and information on status of complaint; works with complainants that want to utilize OCPO’s appeal process.

6 Reviews, interprets, and analyzes complaints to identify potential trends or problem areas and provide comprehensive reports and recommendations to management for preventive and/or corrective action

7 Collaborates and participates on teams of co-workers, employees, or other assigned members.

8 Ensure timelines are met with reports, documentation, updates of appropriate systems and records management.

9 Performs any and all other trades work as needed or assigned.

Minimum Qualifications

Education

Bachelor's degree in criminal justice or a closely related field from an accredited college or university.

Experience

Three (3) years of experience conducting criminal investigations, paralegal experience, and/or City government experience.

Licenses and Certifications

A valid State of Texas driver's license.

CJIS (Criminal Justice Information Services) Certification within 30 days of hire

Equivalencies

1 A High School Diploma or GED and seven (7) years of required relevant experience will qualify both education and experience minimum requirements.

(OR)

2 An Associate degree and five (5) years of required relevant experience will qualify both education and experience minimum requirements.

Knowledge, Skills, and Abilities

Knowledge of applicable systems and databases.

2 Knowledge of Police Department and Office of Police Oversight.

3 Knowledge of customer service

4 Ability to operate a computer and standard business software.

5 Ability to interview under a variety of conditions, including the possibility of highly charged emotional demonstrations such as hostility, conflict, and frustration.

6 Ability to collect data, analyze and problem solving.

7 Communicating effectively and in writing.

8 Establishing and maintaining effective working relationships.

Salary Range

 

$23.68 - $26.61

 

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce.