State of Connecticut Executive Branch

In the Office of the Victim Advocate this class is accountable for assisting in the implementation and coordination of a comprehensive, statewide complaint-line operation that handles complaints filed by victims of crime and other interested parties including intake, referral and preliminary investigative matters.

• Responds to crime victim complaints; 
• Provides referrals to appropriate victim service providers;
• Performs follow-up on referrals;
• Coordinates and maintains victim database management system;
• Assists in the design and implementation of procedures and protocols for assessing and monitoring client satisfaction;
• Recommends to the Victim Advocate policies and procedures for receiving, evaluating, referring and resolving complaints;
• Identifies and documents problems affecting victims of crimes;
• Solicits and provides information to community and advocacy groups;
• Advises the Victim Advocate regarding program recommendations and operations to improve complaint investigation and resolution;
• Assists in investigating complaints as needed;
• Assists in development of agency policies and procedures;
• May assist in legislative advocacy on proposed changes in state policies and laws regarding the treatment of victims by the criminal justice system;
• Performs related duties as required.

• Knowledge of
  • available programs and services for victims of crime;
  • issues facing victims of crime;
  • relevant state and federal laws, regulations and guidelines;
  • the legislative process;
  • interviewing techniques;
  • investigatory methods;
• Skills
  • interpersonal skills;
  • oral and written communication skills;
• Ability to
  • plan and implement excellent customer service;
  • analyze and resolve problems.

Four (4) years of experience in the area of victim services or investigating human/social service issues or complaints.

College training in counseling, criminal justice, human services, psychology or social work may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of two (2) years.

This replaces the existing specification for the class of Complaint Officer in Salary Group SH 19 approved effective July 31, 2009. (Reviewed for content, revised to modernize format and add Acknowledgement section) Final No. 24-027