LMPD Service Center Technician

Louisville Metro Government; Louisville (KY); On-site; USD 32,000 - 45,000; Full time

Job summary

Louisville Metro Government is seeking a Call For Service Analyst to receive and analyze non-emergency police‑assistance calls and obtain information from victims via callers or web-based portals. The role determines the appropriate action to support officers and investigators within a 2nd shift schedule.

The candidate will document information using CAD and Records Management Systems, ensure proper reporting, and coordinate with MetroSafe and other agencies.

Qualifications

• Two (2) years of criminal justice, public safety, law enforcement, complaint resolution, customer service, investigation or National Incident-Based Reporting System experience.

Responsibilities

• Collects information from caller (victim) to create a Call for Service using MetroSafe CAD so a report can be generated.
• Asks caller a series of questions to determine report type and necessary action.
• Obtains and documents information for victim using various software by asking questions based on the situation.
• Creates reports in Records Management System or KYOPS per guidelines.
• Notifies agencies for investigation when needed.
• Coordinates notification of LMPD and other agencies for time-sensitive information.
• Merges duplicate name/vehicle files in Records Management System.
• Notifies NCIC of reports requiring entry/removal and verifies receipt.
• Performs related work as assigned.

Skills

Communication skills

Analytical thinking

Education

High School Diploma or GED

Tools

KY/NIC operational knowledge

Job description

Summary Objective

The purpose of this position is to receive and analyze non-emergency calls requiring police assistance and obtain information from victim either from incoming calls and/or information received via web-based programs, mobile apps, and on-line reporting portal. Analysis of this information is utilized to determine needed action to assist victim.

This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Current vacancies are for 2nd shift.

ESSENTIAL FUNCTIONS

• Collects information from caller (victim) to create a Call for Service utilizing MetroSafe Computer Aided Dispatch System so that a report can be generated.
• Asks caller a series of questions to determine what type of report (Incident, Missing Person, Crime Tip) or other service is required. Analyzes information to determine necessary action.
• Obtains and documents information for victim utilizing various types of software by asking a series of questions based on the situation.
• Creates within the Police Records Management System or State KYOPS system various types of reports ensuring required information meets Local, State and Federal reporting guidelines.
• Ensures that victim has necessary information to upload any supporting documentation, videos, and paperwork so that Service Center Technician can attach to Incident report, for Officer/Detective investigation upon completion of reports.
• Creates, enters, and processes Crime Tip, Incident Report and Missing Person reports to document information received according to established procedures and notifies or reports to departmental personnel or other agencies for investigation.
• Refers citizens to MetroSafe dispatch, governmental, community, and social service agencies for assistance, if unable to assist.
• Explains and provides information to citizens regarding laws, statutes, ordinances, codes, rules and regulations to complete a report, or if unable to take report due to it being out of jurisdiction or a civil matter assists victim.
• Assists Officers with questions related to report completion overnight and on weekends.
• Utilizes multiple software programs to gather, enter, code, store and edit data and information to complete incident reports, crime tips and tow and repossessions within LMPD jurisdiction.
• Receives and processes incoming informational, phone, e-mails, fax, text messages and other communications to create reports or tips or add information to those already filed.
• Coordinates notification of LMPD, local government and other jurisdiction law enforcement agencies regarding time-sensitive information and vital crime tips.
• Merges duplicate name and vehicle files in the Records Management System.
• Notifies NCIC of reports that are taken that require entry or removal from the National Crime Information Computer by sending them a copy of the report and verifying receipt.
• Performs related work as assigned.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Graduation or GED equivalent.
• Two (2) years of criminal justice, public safety, law enforcement, complaint resolution, customer service, investigation or National Incident-Based Reporting System experience.

- OR -

• An equivalent combination of education, training and experience may be substituted.

OTHER MINIMUM REQUIREMENTS

• Must be certified as a LINK/NCIC Basic Operator (Full Access) in the State of Kentucky or obtain within six months of employment.
• Must submit to a pre-employment polygraph test.
• Must submit to fingerprinting for criminal history check.
• Must pass a background investigation.
• Must be of good moral character, with no criminal or felony record inconsistent with the provisions of this paragraph. Unacceptable will be persons who have been convicted of a felony, or who have any criminal action pending against them.
• An applicant may be disqualified for multiple misdemeanors, an unacceptable criminal record, or multiple traffic violations.
• Applicants who have illegally bought or used marijuana, including medicinal cannabis, within six months of application will be disqualified.
• Applicants who have illegally sold marijuana, including medicinal cannabis, within one year of application will be disqualified.
• Applicants who have illegally bought, sold, or used any controlled substance or narcotic drug, other than marijuana, without a prescription within six years of application will be disqualified.

PHYSICAL DEMANDS

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

UNAVOIDABLE HAZARDS

• None.

AMERICANS WITH DISABILITIES ACT COMPLIANCE

Louisville Metro Government is an Equal Opportunity Employer. ADA requires the Louisville Metro Government to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

STANDARD CLAUSES

May be required to work nights, weekends, holidays and emergencies (man-made or natural) to meet the business needs of Louisville Metro Government.

This job description is not designed to cover or contain a comprehensive listing of essential functions and responsibilities that are required of an employee for this job. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

ESSENTIAL SAFETY FUNCTIONS

It is the responsibility of each employee to comply with established policies, procedures and safe work practices. Each employee must follow safety training and instructions provided by their supervisor. Each employee must also properly wear and maintain all personal protective equipment required for their job. Finally, each employee must immediately report any unsafe work practices or unsafe conditions as well as any on-the-job injury or illnesses.

Every manager/supervisor is responsible for enforcing all safety rules and regulations. In addition, they are responsible for ensuring that a safe work environment is maintained, safe work practices are followed and employees are properly trained.