Customer Service Assistant 2 [Hybrid Eligible] - State of Ohio : Job Details

Ohio Department of Public Safety - Ohio State Highway Patrol

Report In Location - 1970 W Broad Street, Columbus 43223

[CURRENTLY HYBRID ELIGIBLE] Will report into the office 3 days a week and telework 2 days a week. Subject to change.

Under general supervision of the Central Records Supervisor, respond to inquiries, public records requests, court orders for seals & expungements, information requests &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain to given situations (e.g.; respond verbally, in writing, via facsimile &/or face-to-face to requests made by phone, in-person, &/or mail from internal & external customers requesting copies of traffic crash records, air traffic crash records, case investigations, background investigations, polygraphs, blood & alcohol results, supplemental crash information, coroners reports, photo applications, etc.) in accordance with Ohio Public Records Law, Ohio Revised Code (ORC) 5502.12, ORC Sec. 149.43, & all applicable Ohio Department of Public Safety (ODPS) & Ohio State Highway Patrol (OSHP) policies & procedures; Utilize computer program &/or software to redact personal &/or confidential information within requested documents & audio &/or video recordings.

Process transactions that require decisions to be made in accordance with applicable laws, rules, policies & procedures & involves collection of money for transactions handled (e.g.; receive application for a cash report (HP-90) & associated fees for copies of crash reports, complete pay-ins, assign controlling number & attach accompanying payment; assist in processing of invoices for public record requests, OSHP traffic crash reports & other various crash reports in accordance with Ohio Public Records Law, ORC & all applicable ODPS & OSHP policies & procedures); Code, catalog & file/distribute documents (e.g.; responsible for proper maintenance of divisional records, use optical electronic document storage/retrieval equipment (i.e.; dual-sided, high speed scanner), in order to scan crash reports, aircraft crashes & case investigations for recording, retrieval of hard copy documents &/or updating of supplemental documents according to applicable retention schedules); Operate computer terminal to retrieve/look-up data to verify/give out information or give status of file/case (e.g.; use document storage/retrieval system, to retrieve data (e.g.; fatal crashes, delayed deaths, change of driver information), review case files prior to release of information to OSHP Districts, General Headquarters (GHQ) Staff &/or other authorized staff & provide information to court officials, law enforcement agencies & general public & ensure safekeeping of records).

Perform clerical support duties (e.g.; order supplies using computer system/program, sort & distribute mail, operate facsimile machine, photocopier & all other office equipment, answer telephone, take messages, greet visitors); Prep work to be scanned; Pull images from Microfilm; Search for lost reports; Perform other related duties as needed &/or assigned in order to conduct searches & identify status of requested information.

9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing; 9 mos. trg. or 9 mos. exp. in operation of personal computer.

* Or equivalent of Minimum Qualifications for Employment noted above.

Job Skills

Technical Skills: Administrative Support/Services, Customer Service, Computer Literacy, Operational and Administrative Support, Records Management

Professional Skills: Attention to Detail, Customer Focus, Problem Solving, Verbal Communication, Written Communication.