COMPLAINT INVESTIGATOR

Code: 01324 Local Competitive

Official job specification

The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.

Definition

Under direction, investigates complaints relevant to the organizational unit, completes documentation, and/or prepares reports concerning investigations, does other related duties as required.

Examples of work

• Investigates complaints related to work of the unit, determines nature of the complaint, gathers information and processes complaint, and/or forwards to appropriate agency.
• May visit premises and confer with individuals regarding complaint and related issues.
• May conduct special and confidential investigations.
• Gathers information for, edits, and prepares bulletins, newsletters, and leaflets of an informational nature to promote better understanding of the unit's program.
• Prepares accurate, sound, and informative reports.
• Establishes and maintains records and files.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.

Experience

One (1) year of experience in collecting facts and obtaining information by observing conditions, examining records, and interviewing individuals.

License

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform essential duties of the position.

Knowledge, skills and abilities

• Knowledge of principles and techniques of conducting investigations.
• Ability to comprehend established rules and regulations of a limited complexity.
• Ability to interview persons of varying backgrounds.
• Ability to provide information and promote understanding of the unit's programs.
• Ability to use tact and courtesy in making investigations. Ability to observe significant conditions.
• Ability to prepare reports.
• Ability to maintain records and files.
• Ability to plan, organize, and conduct investigations.
• Ability to adapt investigative methods, techniques, and procedures to specific situations.
• Ability to detect discrepancies in information received.
• Ability to distinguish between relevant and irrelevant information or evidence.
• Ability to observe and record facts about persons, objects, and events.
• Ability to make thorough, complete investigations.
• Ability to distinguish between conclusions and facts.
• Ability to report facts accurately in a concise, logical, and objective manner.
• Ability to evaluate reliability and credibility of statements and witnesses.
• Ability to deal effectively with others and gain their confidence and cooperation.
• Ability to testify in legal, quasi legal, or administrative proceedings.
• Ability to analyze, interpret, and evaluate information obtained.
• Ability to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, write, speak, understand, and communicate in English sufficiently to perform duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible as long as they can perform essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.