Public Safety Call Center Operator

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  Answers all incoming calls to the Public Records Line

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  Tracks, distributes, files and scan documents.

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  Responds to phone inquiries for obtaining criminal justice records

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  Follows record dissemination laws, policies, and procedures

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  Review and redact various types of criminal justice records. 

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  Provide limited information to requester over the phone, IE: insurance information from vehicle accidents

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  Route calls for other units to the appropriate unit

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  Receives and processes payments for criminal justice records and other police services.   

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  Operates a variety of office machines

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  Performs additional duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. 

The Records Call Center Operator is responsible for assisting community members with obtaining records, answering incoming calls on the police records line, and providing customer service at the Records service window.

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

• Two (2) years of general clerical experience with an emphasis on customer service and cash handling.

• Experience working in a judicial or law enforcement environment.

• High School Diploma or GED.  The selected candidate will be required to submit proof, in the form of an official transcript of the highest level of education completed as indicated on their application and/or resume.

• One (1) year of general clerical experience with an emphasis on customer service and cash handling.

• Knowledge of office practices and procedures.

• Complex record keeping systems; Word, Windows

• Use judgement to ensure confidential information remains protected

• Data entry, sentence clarity, and multi-tasking.

• Ability to establish and maintain effective working relationships with employees and citizens.

• Handle stressful situations with tact and diplomacy.

• Communicate effectively both orally and in writing.

• Memorize and retain updated processes

• Critical thinking to navigate technical tasks; use resources when unsure and Lead or Supervisor is not available

•          None

When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel.

• Essential duties performed primarily in clean, comfortable environment with some shared workstations and equipment.

• Frequently uses computer keyboard and telephone, fax machines, copiers, and microfilm equipment.

• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24.

For Veterans preference:  Please show all of your employment history, including military service and related documentation (DD214) on the application.
           
The City of Aurora is an equal opportunity employer.  We are required by state and federal agencies to keep certain statistical records on applicants.  It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
                                         
Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace.  A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.
 

Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. 

Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others.  

Employment references will be conducted on finalists for City of Aurora vacancies.