Complaint Specialist (Austin Police Oversight)

City of Austin

4d•$60,630 - $74,270•Onsite

About The Position

Under general supervision, this position is responsible for the intake, screening, and resolution of complaints against police officers of Austin Police Department (APD). This position will be responsible for providing impartial investigations of complaints of alleged police misconduct which are filed with Austin Police Oversight. Monitor, review, and conduct administrative Investigations of both internal and external complaints filed with the APO related to police misconduct. Triage complaints and develop, plan, organize, and conduct in-depth reviews and analyses of sensitive police incidents to ensure officers complied with policy and directives, -conduct complaint intake and formulate objective recommendations based on critical analysis for deliver to APO Complaint Division supervisor. Prepare detailed interview reports and regularly communicate with complainants about case disposition. Enter, update and track case information and case data in the police digital management system. Monitor or attend investigative interviews of police officers and/or complainants during the investigative process. Must complete Department approved interview and administrative complaint specialist training.

Requirements

Knowledge of Federal, State, and Local laws/ordinances regarding discrimination in law enforcement, community policing, and civilian oversight.
Knowledge of applicable systems and databases.
Knowledge of investigatory and negotiation techniques.
Skill in handling hostile, conflict, and uncertain situations.
Skill in application of investigative and research techniques.
Skill in oral and written communications to clearly convey and receive information and ideas.
Skill in interviewing under a variety of conditions, including the possibility of highly charged emotional demonstrations such as hostility, conflict, and frustration.
Skill in the application of investigative and research techniques related to human rights issues.
Skill in researching established case law and applicable precedents.
Skill in data collection, analysis, and problem solving.
Skill in dispute resolution.
Skill in the use of computers and applicable software applications.
Ability to handle multiple tasks and prioritization.
Ability to work with frequent interruptions and changes in priorities.
Ability to quickly recognize and analyze irregular events.
Ability to establish and maintain effective communication and working relationships with City employees and the public.
Graduation with a Bachelor's degree from an accredited college or university with major coursework in Public Administration, Criminal Justice, Political Science, Community Engagement or a field related to the job, plus two (2) years of related experience.
Must complete Department approved interview and administrative complaint specialist training.

Nice To Haves

Experience conducting investigative interviews.
Experience completing investigative reports.
Experience in collecting and interpreting evidence.
Experience interpreting personnel policy.
Ability to travel to more than one work location.
Objectivity
Attention to details
Initiative
Dependability
Effective Communication

Responsibilities

Receives phone inquiries and walk-in complaints by interviewing complainants, researching, analyzing, and evaluating as it relates to applicable APD Standards Operating Procedures, Policies, and other related regulatory requirements.
Assists complainants in understanding the process and requirements for filing a complaint.
Reviews, interprets, and analyzes complaints along with other available data to identify potential trends or problem areas, and provides comprehensive reports and recommendations to management for preventive and/or corrective action.
Coordinates new programs as assigned by gathering, inputting, and analyzing all data and information regarding performance and mission of the department, and other citizen oversight and community policing issues.
Provides models, technical information, and reports to other employees as required or negotiated by the division.
Collaborates and participates on teams of co-workers, employees, or other assigned members.
Ensures timelines are met with reports, documentation, and updates of appropriate systems and records management.
Represents the division at community/outreach events by presenting in various media formats the fundamentals of the program.
Creates and provides training for program areas including mediation and/or dispute resolution.
Assists in preparing recommendations by researching and interviewing others if appropriate and may provide evaluations for review and approval.
Assists in the monitoring and reviewing of Internal Affairs investigations of citizen complaints by participating in interviews and review of evidence.
May provide leadership, work assignments, evaluation, training, and guidance to others.
Enter, update and track case information and case data in the police digital management system.
Monitor or attend investigative interviews of police officers and/or complainants during the investigative process.