Under direction, supervises, assigns, reviews, and participates in the work of staff responsible for greeting visitors at the front desk of the Reno Police Department main station or substation(s) as assigned, answering phones, responding to citizen inquiries, providing technical assistance with computer kiosk operation, performing a variety of non-sworn law enforcement duties to include interviewing witnesses and victims, taking crime reports, collecting evidence, and other technical and administrative duties in support of assigned area; ensures superior customer service, work quality, and adherence to established policies and procedures; and performs the more technical and complex tasks relative to assigned area of responsibility.

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.

Plan, prioritize, assign, supervise, review, and participate in the work of staff responsible for performing a variety of non-sworn law enforcement duties including taking crime reports, interviewing witnesses and victims, collecting evidence, and other technical and administrative duties in support of assigned area.

Establish schedules and methods for providing various non-sworn law enforcement services; identify resource needs; review needs with appropriate management staff; allocate resources accordingly.

Monitor work flow; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.

Participate in the development of goals and objectives as well as policies and procedures; make recommendations for changes and improvements to existing standards, policies, and procedures; participate in the implementation of approved policies and procedures; monitor work activities to ensure compliance with established policies and procedures.

Participate in the selection of assigned staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedure.

Collect, review, and approve reports prepared by personnel assigned to the main station or a substation front desk position; check reports for accuracy, spelling, composition, grammar, and appropriate classification; sign reports and forward to appropriate personnel for further processing.

May develop and oversee the implementation of program evaluation and survey instruments; create and conduct surveys; collect and compile survey data; analyze data to monitor citizen satisfaction and level of service; recommend and implement changes in response to results to ensure the highest level of service.

Consult with personnel regarding content and classification of reports submitted; consult the Nevada Revised Statutes (NRS) as necessary; assist personnel in correcting or determining appropriate report classifications.

Utilize various computer programs and databases for the police department for information retrieval, data entries, and modifications.

Operate various law enforcement databases including NCIC, NCJIS and PLIMS; obtain criminal records and other legal information in the performance of assigned duties.

Collect and compile daily, monthly, quarterly, and yearly statistical information on assigned personnel, operations, & programs. Monitor each employee's performance; prepare reports to analyze work flow and operational activity.

Attend and participate in professional group meetings; maintain awareness of new trends, innovations, and developments in the field of law enforcement; incorporate new procedures as appropriate into programs.

Maintain comprehensive knowledge of department services and resources.

Develop and maintain intra- and interdepartmental relationships to promote and/or support service to citizens.

Respond to and resolve difficult and sensitive citizen inquiries and complaints.

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:
Organizational Mission, Vision and Values
Operations, services, and activities of non-sworn law enforcement personnel.
Principles of supervision, training, and performance evaluation.
Practices, principles, and techniques of effective customer service.
Basic organization and operations of a police department.
Principles and practices of the victim services field.
Philosophies of a victim-centric approach and trauma-informed care.
Basic law enforcement theory, principles, and practices and their application to a wide variety of services and programs.
Modern and complex principles and practices of criminal and statistical report preparation.
Standard law enforcement information, communications, and record keeping and records management principles, procedures, techniques, terminology and equipment.
Pertinent federal, state, and local laws, codes, and regulations and department rules, policies, and procedures including applicable regulations and procedures governing the preparation of crime reports.
Basic interviewing, effective communication skills, and evidence collection methods and principles.
Safe work methods and safety regulations pertaining to the work including workplace safety standards.
Principles and practices used in establishing and maintaining files and information retrieval systems.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and database/statistical applications.
Automated law enforcement information systems and procedures.
English usage, spelling, grammar, and punctuation. Principles of business letter writing and report preparation.
Basic court procedures.
Occupational hazards and standard safety practices.

Ability to:
Coordinate, supervise, and direct daily operations of non-sworn law enforcement personnel.
Recommend and implement goals, objectives, policies and procedures for providing non-sworn law enforcement programs and services.
Select, train, and evaluate staff.
Supervise the preparation of clear, accurate concise, objective, and thorough crime reports.
Oversee and participate in the maintenance of accurate and current law enforcement records and files.
Collect and compile daily, monthly, and yearly statistical information on work performed by assigned personnel and prepare clear and concise reports.
Develop and maintain collaborative partnerships with outside agencies and stakeholders.
Operate specialized automated law enforcement information and communication systems including public safety computer systems to access and maintain data.
Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person and to remain calm under emergency situations.
Effectively represent the Police Department to outside individuals and agencies to accomplish the goals and objectives of the unit by having a complete understanding of the organization, operation, and services of the City, the Police Department, and of outside agencies as necessary.
Understand, interpret, and use sound judgment in following and applying general administrative and departmental policies and procedures as well as pertinent federal, state, and local laws, codes, and regulations.
Respond professionally and tactfully, courteously, clearly, concisely, and appropriately to inquiries from the public, department staff, or other agencies on sensitive issues in area of responsibility; be able to demonstrate empathy while interacting with victims of crime.
Analyze situations and adopt a course of action.
Effectively handle multiple priorities, plan and organize workload to meet changing priorities and strict deadlines.
Prepare, maintain, file, and index a variety of reports, records, and other written materials at a high level.
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.
Follow oral directions.
Work cooperatively with other departments, City officials, and outside agencies.
Operate and use modern office equipment, computer and various software packages, assigned tools and equipment including camera, and audio recorder.
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:
Equivalent to completion of the twelfth grade supplemented by college coursework and specialized training in office management, administration, staff supervision, or a related field.  A Bachelor's degree from an accredited college or university is preferred.

Experience:
Three years of customer service/customer contact experience with increasingly responsible clerical support experience including two years of administrative or lead supervisory responsibility.

License or Certificate:
Possession of an appropriate, valid driver's license.
Possession of, or ability to obtain within 6 months of hire, valid NCIC certification.

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 an office environment with extensive public contact and constant interruptions; travel to different sites; may be required to work evenings, weekends, and split shifts.

Physical: Primary functions require sufficient physical ability and mobility to work in a field and office setting; to travel to various locations of assignment; to sit for prolonged periods of time; 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; to operate assigned equipment; and to verbally communicate to exchange information.

Local 39 Supervisory
GS24
Updated:6/2021
JD 11/2018