Support Analyst (911 Operations Division)

City of Boston•Boston, MA

4h•$52,167 - $72,110•Onsite

About The Position

Under general supervision, the Emergency Communications Specialist – Support Analyst is assigned to the Support Unit of the Operations Division. The Support Analyst is responsible for performing several mission-critical, 24-hour-a-day functions of the Boston Police Department. Analysts may be assigned to the following areas in the Unit daily: tow section, missing person section, warrants section, stolen car section, Channel 8 – Nova Base section, and the verification/validation function. This is a provisional appointment.

Requirements

Ability to type 35 words per minute.
High school diploma or equivalency certificate required.
Excellent oral and written communication, organizational, and interpersonal skills.
Must be able to read and communicate clearly in English.
Must have a professional telephone demeanor.
Must be able to transmit clearly and concisely over a two-way radio system.
Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
Must demonstrate the knowledge and ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.
Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
Must be able to work all shifts, including nights, holidays, weekends, and mandated overtime.
Computer literacy is required, mainly when working in an MS Windows environment.
Proficiency in Microsoft applications and Google Suite.
Ability to exercise good judgment and focus on detail as required by the job.
Able to work both independently and as part of a team.
Obtain certifications in NCIC/CJIS and other various training as required.
A criminal record check is required.
Pre-employment drug test and physical evaluation required.
Applicants will be subject to hearing and vision testing.
Boston residency required.

Nice To Haves

A minimum of two (2) years of full-time, or equivalent part-time, paid clerical experience in a customer service-related position using basic office equipment, including but not limited to a digital telephone system, computer, fax, and copy machine, is highly preferred.

Responsibilities

Recording, searching, and verifying all records and reports related to stolen cars, missing persons, and warrants, ensuring accurate entry into Department databases and the National Crime Information Center (NCIC), Criminal Justice Information System (CJIS), and other related databases.
Communicating with officers, detectives, the general public, and other agencies to ensure timely and accurate entry and removal of critical records and resolution of data issues.
Regularly auditing Support Unit records and CJIS/NCIC files in accordance with all applicable Department rules, regulations, orders, and related state and federal laws.
Receiving, recording, and validating requests from tow operators to tow vehicles from public or private property.
Assisting the general public in locating towed motor vehicles by searching the Department’s tow database.
Answering and responding to requests on a digital two-way radio system from police field units regarding warrants, criminal records, and motor vehicle license and registration checks.
Querying Department databases and the CJIS and NCIC systems to locate records and status information on individuals, motor vehicles, and other property for police officers.
Functioning as the main telephone receptionist for the police department.
Recording, researching, and accurately filing and entering records for missing persons, stolen motor vehicles, stolen property, warrants, and towed motor vehicles.
Operating specialized communications equipment.
Accurately and timely recording and filing all reports, records, and data as required.
Remaining calm and effective under pressure during emergencies, peak workloads, and multiple simultaneous responsibilities in a sometimes emotionally charged environment.
Maintaining constant and diligent monitoring of radio systems, telephones, and other communications equipment and immediately responding to all requests for assistance or service from field units.
Notifying the Operations Supervisor of any significant or unusual incidents or events.
Maintaining confidentiality regarding all sensitive information and records.
Participating in ongoing training, quality assurance, and after-action reviews of significant incidents.
Communicating and interacting with internal BPD personnel, external agencies, and the general public in a customer service-oriented, courteous, and professional manner.
Troubleshooting work-related equipment and reporting any issues or failures to supervisors or management.
Becoming familiarized with any new data processing procedures and programs.
Conducting all radio transmissions according to the rules of the Federal Communications Commission (FCC) and applicable rules and procedures of the Boston Police Department.
Completing all training and continuing education as required.
Performing related work as required.