Under the close supervision of a Supervisor of Investigations in the Criminal Investigations Unit (CIU), the Agency Services Representative Trainee (ASRT) will learn to staff the Department’s Certification/Criminal Background Check hotline with the ability to handle these calls in a professional manner. The position will learn to answer questions about the multiple programs the Unit serves, including explaining rules, regulations, procedures, and policies. The position will assist callers in determining eligibility for Department programs such as certification reciprocity and waiver of training.

Furthermore, the Agency Services Representative Trainee will learn how to process incoming mail as well as to prepare correspondence in response to a caller’s request or at the direction of a supervisor regarding, but not limited to, criminal history checks and responses to health care facilities checking certification or license status. The trainee will learn the proper procedures for receiving application documents, how to verify that the forms are complete, authentic, and notarized, and how to return incomplete applications with a rejection letter. The ASRT will learn how to maintain and sort essential files.

ADVANCEMENT: Applicants who successfully complete the six (6) month training period will be eligible for promotion to the titles of Agency Services Representative 1; Agency Services Representative 1, Expungement; Customer Service Information Specialist 1; Customer Information Specialist 1,Tourism Welcome Center, in accordance with Civil Service Commission procedures.

The inability of an employee in this title to attain a level of performance warranting advancement to one of the titles listed above shall be considered as cause for separation.

EXPERIENCE: