Program Coordinator I

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES

1. Research and processes civil background check requests received daily in various online candidate queues including SAFIS, iCORI, and NCJA.

2. Review and screen criminal background requests prior to distribution in various queues and stages for disposition type, offense type, incarceration release dates and several Criminal Offender Record Information levels of access in accordance with the Massachusetts General Laws.

3. Conduct further research through query of relevant databases and systems to ensure accurate results are being disseminated.

4. Ensure FBI CHRI and CORI records are accurately classified and screened in accordance with applicable laws.

5. Ensure FBI CHRI and CORI records are screened daily and records identified that may require additional research.

6. Responsible for answering Civil Background Services main line and email to assist callers with questions regarding iCORI or SAFIS related records, as well as answering the firearms license hotline to assist callers with name/address changes, retrieving PINs, and providing the status of firearms license applications.

7. Researches and analyzes questions and/or issues reported from end users regarding issues encountered with the use of the iCORI and SAFIS and escalates issues accordingly.

8. Processes and disseminates paper iCORI requests.

9. Assist with the training of interns.

10. Performs other related duties as required and directed.

QUALIFICATIONS REQUIRED AT HIRE (list knowledge, skills, abilities)

1. Ability to communicate clearly to individuals and groups.

2. Ability to analyze information provided by constituents and develop relevant problem resolution strategies.

3. Strong customer service skills.

4. Ability to work well individually or in groups.

5. Ability to provide effective and timely resolution for a range of constituent inquiries.

6. Ability to speak and write clearly in English.

7. Strong Organizational and time management skills.

8. Ability to establish and maintain harmonious working relationships with others.

9. Strong knowledge of the Microsoft Office suite of applications.

10. Ability to gather information, analyze data collected, draw conclusions, and present conclusions in oral and written form.