Department of Administrative Services

Complaint Officer (2955SH)

$25.72-$32.25 Hourly / $2,057.78-$2,580.23 BiWeekly /
$53,708.06-$67,344.00 Yearly


PURPOSE OF JOB CLASS (NATURE OF WORK)

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.

SUPERVISION RECEIVED

Works under the general supervision of the Victim Advocate.

SUPERVISION EXERCISED

May lead lower level employees as assigned.

EXAMPLES OF DUTIES

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, SKILL AND ABILITY

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

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

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

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

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 equaling one-half (1/2) year of experience to a maximum of two (2) years.

JOB CLASS DESIGNATION

Classified/Competitive

OCCUPATIONAL GROUP

(33)-Social Services

BARGAINING UNIT

(12)-SOCIAL SERV (P-2)

EEO

(5)-Para-Professional

SALARY INFORMATION

SH 19

CANCELLATION CLAUSE

This replaces the existing specification for the class of Complaint Officer in Salary Group SH 19 approved effective August 25, 2005. (2009 SCOPE Review)

EFFECTIVE DATE

7/31/2009

CLASS: 2955SH; EST: 10/17/2003; REV: 7/31/2009;