Support Analyst (911 Operations Division)

City of Boston•Boston, MA

18h•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.

Requirements

Ability to type 35 words per minute.
High school diploma or equivalency certificate required.
Excellent oral and written communication skills.
Excellent organizational skills.
Excellent interpersonal skills.
Ability to read and communicate clearly in English.
Professional telephone demeanor.
Ability to transmit clearly and concisely over a two-way radio system.
Ability to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
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.
Computer literacy, mainly when working in an MS Windows environment.
Proficiency in Microsoft applications and Google Suite.
Ability to exercise good judgment and focus on detail.
Able to work both independently and as part of a team.
Must obtain certifications in NCIC/CJIS and other various training as 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 NCIC, 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 state and federal laws.
Receiving, recording, and validating accuracy of requests from tow operators to tow and remove 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 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 in accordance with Department protocols and procedures.
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 issues or failures to supervisors or management.
Becoming familiarized with any new data processing procedures and programs.
Conducting all radio transmissions according to FCC rules and applicable Boston Police Department rules and procedures.
Completing all required training and continuing education.
Performing related work as required.