Delaware State Police

SBI Front Desk Operations, Supervisor (#L24102)

- hourly / - monthly / - annual

Pay Grade

PG 10, $32,231

Nature and Scope

This class is responsible for the front desk operations at SBI Dover, SBI North, and SBI South operations (customer service/fingerprinting) at the supervisory level involving scheduling and overseeing the work to meet production schedules and achieves maximum utilization of personnel and equipment.  This class functions under the general direction and reports to the Assistant Director of the State Bureau of Identification.  An incumbent plans and prioritizes work to meet operational and customer service needs.  Work also includes providing quality customer service and fingerprint processing for the public and managing daily intake of revenue and deposits.  Supervision includes responding to questions with respect to source documents, job formats and procedural instructions and training and orientation of new personnel.  New formats for incoming jobs are reviewed for suitability within constraints of equipment limitations and work schedules. Various equipment may be operated for recording and distribution of completed work.  Various personnel, production and control records will be established and maintained for management review. Prepares billing for all participating State Agencies. Prepares and submits monthly invoices to Fiscal.

Principal Accountabilities

  1. Ensures SBI front desk personnel operates to its maximum capability through the use of available human resources and equipment.  
  2. Plans, assigns, reviews and evaluates the work of subordinates, trains and counsels subordinates.  
  3. Assists subordinates in difficult situations to ensure rapid turnaround time of assigned workload.  
  4. Performs various duties relating to the operation to assist with workloads.  
  5. Keeps management informed of SBI front desk operation activities through specific   periodic reports.  
  6. Performs related duties as required.

Knowledge, Skills and Abilities

  • Knowledge of the computerized systems and manual files throughout SBI.   
  • Knowledge of the methods and techniques of the Criminal History Case Management System and fingerprinting (utilizing the Livescan equipment or manually) and assigning work priorities to SBI front desk personnel.  
  • Skill in the operation of computerized systems, verification and related equipment.  
  • Ability to schedule work to meet production deadlines and achieve maximum efficiency in terms of personnel and equipment usage.  
  • Ability to write concise and accurate reports and keep logs of work processed.  
  • Ability to recognize errors in source documents and obtains correct information.  

Minimum Qualifications

  • Knowledge of the methods and techniques for operating SBI’s customer service/fingerprinting area for the public.  
  • Knowledge of the computerized systems and manual files relating to all SBI functions.  
  • Knowledge of the principles and practices of supervision.

Additional Information

Direct deposit of paychecks is required as a condition of employment. Applicants must be legally authorized to work in the United States. A satisfactory criminal background check is required as a condition of employment.

This position is a classification organized under an exclusive bargaining representative (labor organization). The candidate/applicant selected for this position shall be asked to join and pay dues to the labor organization or, may decline joining the labor organization and not pay dues or a fee. The labor organization has been elected by employees as their representative for collective bargaining and other work related purposes.

CLASS: L24102; EST: 8/11/2020 12:07:00 PM; REV: 8/11/2020 12:07:00 PM;