AGENCY SERVICES REPRESENTATIVE 1, EXPUNGEMENT

Definition

Under the close supervision of a supervisory official in the Division of State Police, Department of Law and Public Safety, provides basic and/or repetitive front-line and behind the scenes customer and other support services involving the review, processing and issuance of agency documents specific to the criminal expungement process; provides information to customers regarding expungement process; does other related duties as required.

<b>CLASSIFICATION CRITERIA:</b>

The major focus of positions classified as Agency Services Representatives is public contact. Incumbents spend a majority of their work time responding to questions and soliciting information, orally and in writing, from members of the general public, co-workers, and others for the purpose of processing agency documents. Other clerical support functions may be assigned from time to time but should not be the primary emphasis of the position.

Positions at this level perform entry level tasks within a structured work setting. Incumbents process basic and/or repetitive functions which require limited familiarity with organizational practices or structure. After a period of exposure, incumbents are expected to independently assist customers by answering basic procedural questions, and/or resolving minor issues and problems. A higher-level staff member should always be accessible to answer questions or assist with unusual situations. The exercise of independent judgment is limited due to the nature of work.

Examples of work

• Performs basic technical duties involving the review, processing, data entering or recording, and issuance of expungement documents in accordance with applicable laws, regulations, policies and procedures.
• Conducts computer inquires against court and criminal databases.
• Perform data comparison of application or petition documents against all appropriate databases.
• Creates appropriate documents and court correspondences related to expungement.
• Receive and review incoming correspondences from applicants and others and compares incoming information against all appropriate databases.
• Perform necessary functions associated with criminal history repository.
• Prepare correspondences necessary to advance request through the expungement process.
• Perform scanned file validations to ensure data accuracy.
• Provides information to customers regarding criminal expungement process and all associated requirements.
• Requests information from customers to determine their needs . Evaluate, authenticate, and verify information within expungement related documents
• Answers telephone and email inquiries; refers the more complex and/or sensitive inquiries to a higher-level staff member.
• Verifies the completeness and accuracy of information on forms and applications.
• Compose basic correspondence in response to requests from applicants or others.
• Sorts, indexes, and files documents according to established guidelines and procedures.
• Maintains essential records, reports, and files.
• Will be required to learn how to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.

Experience

Successful completion of the six (6) month training period as an Agency Services Representative Trainee.

<u>OR</u>

One (1) year of experience in conducting computer inquires against criminal and/or court related databases and public related inquiries.

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 the essential duties of the position.

Knowledge, skills and abilities

• Knowledge of office routines, equipment, practices, procedures and functions.
• Knowledge of methods used to resolve customer inquiries and/or complaints in a tactful, professional manner.
• Ability to answer basic/routine questions, effectively explain department/agency programs and services or refer to a higher-level staff member, review forms and applications for completeness and accuracy, provide basic instruction and direction in the completion of applications, and resolve basic issues or problems. of an uncomplicated nature
• Ability to interact with the public and others in a courteous, timely, and efficient manner.
• Ability to organize assigned clerical work and develop effective work methods.
• Ability to make simple arithmetic calculations and tabulations.
• Ability to understand, remember and carry out oral and written directions.
• Ability to sort, index, file, alphabetize, and retrieve varied types of materials using an established filing system.
• Ability to identify pertinent information.
• Ability to work independently within the prescribed procedures and policies of the department/agency.
• Ability to operate a cash register or other equipment used to collect fees for services rendered.
• Ability to use computer terminal and other office equipment.
• Ability to listen effectively to customer problems, provide information or direction, and resolve issues and/or refer the problems when appropriate to higher level staff.
• Ability to use customer service techniques that create a positive atmosphere when interacting with the public.
• Ability to perform work in high stress situations.
• Ability to effectively deal with irate individuals.
• Ability to read and explain agency rules and regulations and apply them to specific situations.
• Ability to locate requested information utilizing electronic sources.
• Ability to maintain essential records, reports, and files.
• Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, writes, speak, understand, and communicate in English sufficiently to perform the 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 if they can perform the essential functions of the job with or without reasonable accommodation. 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.