City of Takoma Park, MD Class Specification
CLASS TITLE: Victim / Witness Coordinator
REPORTS TO: Police Lieutenant
FLSA STATUS: N
SALARY GRADE: 30
EEO CODE: 2
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JOB SUMMARY AND DISTINGUISHING FEATURES OF THE WORK
Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.
Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.
Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.
Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others. Knows when to notify and/or involve the department head or the City Manager prior to making a decision.
Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation.
Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
ESSENTIAL JOB FUNCTIONS
Contacts victims of all crime classifications via telephone, letter or in person in order to provide crisis intervention,
ascertain immediate needs, provide emotional support, advise victims of their constitutional rights, relay information on police procedures, explain the criminal justice system, coordinate referrals and provide information on re-victimization and crime prevention.
Accompany victims to obtain charging documents and to court proceedings.
Advocate on behalf of victims within the police department, county agencies and criminal justice agencies to build a responsive, supportive relationship among criminal justice workers.
Collects evidence from officers in domestic violence cases, including physical retrieval of 991 tapes, photos, reports, and statements for eventual transfer to the State Attorney’s Office for trial preparation.
Trains and updates officers and civilian staff on any victim related issues such as current law or new services for victims.
Works closely with Victim Assistants from other law enforcement, criminal justice and government or private victim assistance agencies to foster cooperation and coordination between this department and other agencies.
Provides or arranges translation services for victims and witnesses during interviews.
Responds to crime scenes if requested to assist in translation or offer support to victims, witnesses or families of victims.
Schedules appointments with victims and witnesses to meet with Detectives for follow up interviews.
Sits in on interviews with victims and Detectives and/or accompanies Detectives to hospitals to interview injured victims.
Schedules appointments with victims and State’s Attorneys and accompanies them during pre-trial conferences.
Drafts, updates and translates correspondence and all victim related informational brochures and fact sheets.
IMPORTANT JOB FUNCTIONS
Performs other related duties as assigned.
MATERIAL AND EQUIPMENT USED
- General Office Equipment
MINIMUM QUALIFICATIONS REQUIRED
Education and Experience
Bachelor’s degree from an accredited college or university in Criminal Justice, Social Work, Psychology or a related field; and
Two to three years of progressively responsible related experience; or,
Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Licenses and Certifications
Victim Assistant Certification Preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
Wide range of community and government based resources with in the County and State to which victims can be referred.
Police and criminal justice procedures and policies.
All applicable state, federal and local ordinances, laws, rules and regulations, including all applicable court decisions.
All computer applications and hardware related to performance of the essential functions of the job.
Recordkeeping, report preparation, filing methods and records management techniques.
Using tact, discretion, initiative and independent judgment within established guidelines.
Organizing work, setting priorities, meeting critical deadlines, and following up on assignments with a minimum of direction.
Applying logical thinking to solve problems or accomplish tasks; to understand, interpret and communicate complicated policies, procedures and protocols.
Communicating orally with internal staff, citizens, and other departmental staff in order to give and receive information in a courteous manner.
Communicating with those who rely on Spanish as their primary language, either written or spoken.
Mental and Physical Abilities
Ability to speak effectively before public groups and respond to questions.
Ability to read, analyze and interpret professional periodicals and journals, technical procedures and government regulations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to draft correspondence and informational brochures and fact sheets.
Ability to coordinate and/or present informative, educational presentations on topics of concern to victims, witnesses and the Department.
While performing the essential functions of this job the employee is frequently required to sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, and speak and hear.
Work is generally performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust however work requires attendance at court, crime scenes, hospitals, etc. with exposure to adverse weather conditions and biohazards possible.
The incumbent's working conditions are typically moderately quiet.
file: Victim / Witness Coordinator
This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.