POLICE SERVICES ASSISTANT
DEFINITION OF CLASS:
This is civilian support work assisting Police Officers and the public with
criminal and non-criminal situations and performing clerical support work at
the front desk in a Police District Station. Contacts are with Police Officers
(especially but not exclusively those of the District Station of assignment),
sworn personnel and civilians in other County Police Department units, other
County departments/agencies and other jurisdictions, utility and towing companies,
hospitals, financial institutions, etc. to exchange information and thereby
provide service or facilitate law enforcement and community policing. Public
service/assistance is provided to the many people who visit or call the Police
District Station during a shift. A question or issue may require a brief routine
or straightforward response, but many questions or issues require the employee
to carefully interview the individual about facts and circumstances and use
judgment to identify the kind(s) of assistance needed and respond accordingly.
An employee in this class is responsible for providing routine and non-routine
assistance (services, information, etc.), including emergency assistance, to
members of the public who visit or call the Police District Station of assignment,
to Police Officers in the field and to other parties. Assistance includes but
is not limited to: fingerprinting (excluding wanted or arrested persons), writing
minor incident reports, dispensing forms and reports (for free or a service
fee), collecting fees, monitoring alarms and other surveillance equipment, using
computer systems/databases to access criminal and motor vehicle information
and records and relaying information obtained to Police Officers in the field,
contacting towing companies and utility companies to arrange for services or
give information on incident locations, relaying emergency calls to the Emergency
Communications Center (ECC) and non-emergency information to/from the ECC, typing,
filing and answering the telephone. The complexity of this class of work is
derived from the variety and unpredictability of the problems presented, the
attention to detail required to obtain all key facts and the intense, multi-tasking
environment of a police station front desk. The work involves performance of
direct and support services requiring the application of specific rules or procedures.
Direct services include but are not limited to fingerprinting and otherwise
dealing with the public while support services include but are not limited to
looking up or relaying formation to Police Officers on emergency and non-emergency
matters, which may affect the reliability of the information used by law enforcement
personnel in the performance of their work and/or used by citizens seeking service.
The employee exercises judgment and effective interpersonal skills (such as
tact, firmness or restraint) when dealing with requests or complaints from the
public. Work involves the independent performance of varied tasks carried out
in accordance with clearly prescribed rules, policies and procedures. Significant
deviations and very unusual situations not covered by guidelines (including
established practices) may be referred to the supervisor or another superior
on shift (such as a Squad Sergeant) in person or by telephone or radio for instruction
and resolution; however, the remote location of the operational (shift) supervisor
or the absence of the first-level supervisor and the context of the work (an
immediate response is often required) typically do not permit close supervision,
and work is typically not subject to review until it undergoes further processes.
Seasoned judgment, within the bounds of well established rules and procedures
and community policing practices, is regularly required to solve problems in
sound ways accomplish the task(s) at hand while promoting good relationships
with the citizenry or preventing or minimizing conflicts. Employees encounter
abusive and hostile behavior from the public and arrested persons and require
the observance of special safety precautions as a preventive measure (such as
working behind glass when practical, wearing gloves during fingerprinting and
staying alert to circumstances). Standing (or staying in place) at the front
desk or fingerprint area for prolonged periods is required on occasion, as is
moving about to perform tasks in reaction to requests for service. Employees
may regularly work rotating shifts including Saturdays, Sundays and Holidays.
EXAMPLES OF DUTIES: (Illustrative Only)
Responds to requests/inquires of citizens who walk in/call in to the Police
District Station seeking emergency and routine information and assistance.
Responds to Police Officer requests received by telephone or radio or from the
ECC.
Explains police regulations, policies, procedures, etc., regarding arrest and/or
traffic violations to the general public.
Accesses various files and computer systems to obtain information on motor vehicles
(such as vehicle identification number, owner, etc.), drivers, stolen and recovered
property and to look up addresses/phone numbers or location or criminal histories
for Police Officers in the field.
Fingerprints citizens for immigration, naturalization, adoption, liquor licenses,
and other purposes.
Processes criminal arrest and related reports for the District Station.
Maintains records of all parking tickets and traffic citations written and voided.
Arranges for dispatch of tow trucks and utility companies to specified locations
to aid requesting Police Officers.
May collect fines for unpaid traffic tickets and towing charges and releases
impounded or booted vehicles to owners.
Registers citizen bicycles in accordance with County Ordinance provisions to
facilitate ownership identification.
Receives, logs and stores ammunition turned-in by the public, writes police
report and submits to supervisor, distributes firearm locking mechanisms to
requesting people, and calls for sworn officer to accept turn-in of firearms.
Collects fees for providing fingerprinting services and releasing accident reports.
Collect fines for parking violations.
Monitors bank and business alarms hooked to, and other surveillance equipment
located in, the Station to detect possible illegal activity or danger.
Takes reports from the public for matters not requiring a Police Officer, such
as reports of annoying or obscene phone calls, vandalism, threats, lost property,
unauthorized use of a motor vehicle, trespassing, protective order violations,
and fraud (including identify theft). Writes reports of these types of incidents
as well as warrant/summons interview reports and supplements using specialized
software (PacketWriter).
Types work schedules, notices, log/incident sheets, etc., to facilitate District
Station communication efforts.
Takes and transmits business and personal messages for Police Officers in accordance
with District Station policy and procedures.
Checks and catalogues recovered property for safe storage, release, or transfer
to another location.
Operates fingerprinting equipment, photocopying equipment, calculator, computer
and other office equipment.
Receives, updates, and files pertinent business information and locates reports
for use by District Police Officers.
As pertinent to the District Station of assignment, prepares initial information
on wanted persons (criminal and traffic warrants) who voluntarily turn themselves
in at the front desk - confirms the person is wanted, obtains the offender's
identify, address, employer (if any), etc. by asking questions of a checklist
nature and arranges for pick-up and processing by a Police Officer.
As assigned, helps train newly hired and reassigned employees in job tasks.
May issue police equipment (such as pepper spray) and materials (such as ticket
books) to Police Officers.
May receive and process found property.
Performs other clerical and support work and other related duties as required.
MINIMUM QUALIFICATIONS:
Experience: Two (2) years of previous clerical experience that included
public contact work.
Education: Completion of high school or High School Certificate of completion
recognized in the State of Maryland.
Equivalency: An equivalent combination of education and experience may
be substituted.
Knowledge, Skills and Abilities:
Knowledge of, or ability to rapidly acquire and use knowledge of, Police
Department and Police District Station policies, procedures and practices concerning
police emergency communications, fingerprinting, warrants, arrests, traffic
violations, vehicle towing and storage, crime and accident reports, and other
matters to determine and follow or explain to others (such as the public) the
proper procedure(s) or effective course(s) of action.
Knowledge of, or ability to rapidly acquire and use knowledge of, Police District
geography, key terrain features (such as streets, alleys and neighborhoods)
and key private properties and skill in reading street maps to respond to complaints
and transmit information to others.
Knowledge of, or ability to rapidly acquire and use knowledge of, specialized
computer systems and databases, including but not limited to the Computer Aided
Dispatch (CAD) system used by the County, the National Crime Information Center
(NCIC) and Maryland Interagency Law Enforcement System (MILES), criss-cross
directories and manuals to access, relay or otherwise use and input information.
Skill in problem solving to select, organize and logically process relevant
information (verbal, numerical or abstract) to solve a problem. This includes
ability to recognize problems and indentify relevant information. Examples include
paying attention to detail in using various databases and filing systems and
preparing various reports, making routine arithmetic calculations, operating
office equipment and complying with procedures in identifying and only providing
authorized information.
Skill in oral communication to understand verbal information (including instructions,
descriptions and ideas) and to express such information verbally so that others
will understand. Examples include taking factual information from complainants
about events, explaining procedures and describing objects or circumstances.
Skill in written communication to understand written information (including
instructions, descriptions and ideas) and to express such information in writing
so that others will understand. Examples include reading summonses, filling
out forms and preparing reports,
Interpersonal skills to interact in a businesslike, customer service-oriented
manner with people of widely diverse backgrounds.
Ability to work under pressure and maintain emotional self-control during peak
periods, emergencies and other situations.
Ability and willingness to work under minimal direct supervision.
Ability and willingness to work rotating shift work schedules, including weekends
and Holidays, as assigned.
Ability to pass a police background investigation and obtain and maintain NCIC
and related certifications.
PROBATIONARY PERIOD:
The probationary period must be 12 months for a full-time or part-time employee
appointed to a merit system position, and 6 months for a promoted employee,
during which time performance will be carefully evaluated. Continuation in this
class will be contingent upon successful completion of the probationary period.
MEDICAL PROTOCOL: Core Exam
Class Established: March, 1966
Revised: July, 1969
July, 1974
February, 1980
July, 1985
May, 1986
July, 1990
Corrected: October, 1990
Revised: February, 1993 (M)
February 2001 (M)
September 2009(M)
April 2010