Job Description

Overview

Under the supervision of the Counter Supervisor, the Counter Clerk is responsible for providing customer service, clerical work and is the first responder for walk-in clients to the RCMP detachment. The work is performed under general supervision and employees of this class exercise a high degree of independent judgement, responsibility and action within clearly defined policies and procedures, referring more complex and unusual problems to a superior for guidance. Work is reviewed in terms of adherence to established policies and procedures.

Examples of key responsibilities include, but are not limited to

• Responds to complaints and inquiries and provides information and assistance at the counter and via telephone.
• Handles non-emergency complaints, routing complaints for police attendance to the ECOMM.
• Answers incoming telephone calls, as required.
• Processes various permits, reports and records, collects fees, performs electronic fingerprinting, operates police information systems, including CPIC, PRIME, JUSTIN, LEIP and PROS.
• Answers inquiries and provides information, support and assistance to a variety of internal and external contacts; explains applicable departmental policies and procedures; refers the more complex, unusual or specialized inquiries to a superior.
• Prepares and maintains a variety of manual and computer records, files, and statistics related to the work; retrieves information and generates reports as requested.
• Provides back up support and coverage to switchboard as required.
• Performs other clerical duties as required.

Knowledge, Skills & Abilities

• Sound knowledge of the Canada Labour Code, Canada Customs, Canadian Border Services, RCMP Administration and Policy, Federal, Provincial and Municipal Legislation and City of Richmond Policies and Procedures.
• Ability to demonstrate superior organizational ability; multi-tasking ability; teamwork; effective problem solving and communication skills and accuracy and attention to detail.
• Ability to respond decisively and handle emergency situations that may arise in person or over the phone, such as bomb threats, violence, mental health issues, contagious diseases and possible suicidal and life threatening situations.
• Ability to operate police computer equipment including CPIC, PRIME, LEIP, PROS and JUSTIN.
• Ability to use REDMS or familiarity with classifying records using a records management system.
• Ability to perform multiple tasks simultaneously, work well under pressure and deal with stressful situations with professionalism.
• Ability to deal effectively with emotionally charged situations.
• Ability to interact with the public courteously, tactfully and firmly in response to a wide variety of circumstances, and to diffuse hostility in an effective manner.
• Ability to deal effectively with a variety of internal and external contacts in processing inquiries and in providing a variety of information and related services.
• Ability to perform assigned duties with minimal supervision.
• Proficiency in computer applications: Microsoft Word, Excel, Outlook.
• Ability to obtain and maintain an RCMP Enhanced Security Clearance

Qualifications and Experience

• Completion of Grade 12 or equivalent.
• One (1) year of sound related experience, preferably in the Police Department.
• Successful completion of front counter training in a policing environment is considered an asset

Working Conditions

• Duties are performed in an office environment with frequent interruptions and distractions.
• Requires visual effort and mental concentration, work requires a degree of physical effort such as: standing, lifting, stooping, bending, reaching and sitting for long periods of time.

This position will be posted until filled.