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The County of DuPage
Wheaton, Illinois

Job Details for 2152 - EO Public Complaints Specialist

Job Description

FLSA STATUS: Exempt
GRADE: 311


POSITION SUMMARY
Under general supervision; performs work of moderate difficulty listening and responding to public inquiries and concerns and providing appropriate community based referrals on a case by case basis; performs related work as required.

DISTINGUISHING FEATURES OF THE CLASS
An employee in this class has direct, initial contact for public questions and concerns related to the State’s Attorney’s Office. This requires the incumbent to communicate effectively and represent the office in an exceedingly professional and positive manner. Work involves the ability to accurately listen to, interpret, explain and follow up on questions and concerns that are presented. General supervision is provided by the assigned Department Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed by positions in this class.
• Receives incoming calls from members of the public
• Meets with walk-in clients
• Listens and responds to concerns, issues and questions
• Assists individuals in focusing on particular needs and identifying problems
• Assesses seriousness and/or validity of complaints and issues
• Maintains documentation regarding phone calls and meetings
• Prepares and files notices of motions, filings, discovery requests, subpoenas and other related court documents
• Explains processes and procedures to the public and/or witnesses
• Assists individuals with completion of required paperwork
• Coordinates and follows-up on the mailing of notices
• Refers individuals to external resources as necessary
• Compiles data on number of calls, follow-up calls, and source of referrals
• Contacts, or follows up with, various law enforcement agencies for copies of incident reports
• Communicates with the responding law enforcement officer, or agency, to evaluate incidents for possible criminal prosecution
• Maintains regular attendance and punctuality

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES
• Adjusts work assignment or schedule in the event of an emergency to participate in emergency preparedness, response and recovery activities as assigned.
• Depending on assignment, may require emergency management training, licensure or certifications.
• Performs related duties as required or assigned within job classification.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Knowledge of:
• The services and functions performed by the State’s Attorney’s Office
• Judicial terminology, documents, and systems
• Other governmental and community based organizations
• Current office practices, procedures, and equipment
• County policies and procedures
• Applicable federal, state, and local laws, rules, regulations, codes, and/or statutes

Skill in:
• Verbal and written communications
• Listening to, understanding and evaluating the seriousness of the issues being presented
• Considerable skill in dealing effectively with others
• Conducting legal research
• Preparing legal documents, case summaries and records
• Effectively using applicable computer programs and peripheral equipment
• Applying an acquired knowledge of procedures, rules, regulations and services applicable to the assigned office
• Using computer hardware and software including work processing, spreadsheets, databases,
email, etc

Ability to:
• Manage projects and multiple priorities simultaneously
• Establish and maintain effective working relationships with department and division staff, other departments and others, such as vendors
• Ensure compliance with applicable federal, state, and local laws, rules, and regulations and statutory requirements
• Convey excellent oral and written communication
• Work effectively under stress
• Maintain confidentiality

SUPERVISORY RESPONSIBILITIES
None.

EDUCATION and/or EXPERIENCE
Completion of an accredited paralegal education program or enrollment in an approved School of Law and three years of experience which included interaction and communication with members of the public; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.

CERTIFICATES, LICENSES, REGISTRATIONS
None.