Demo

Lead Records & Service Representative

DC Government Careers
Washington, DC Full Time
POSTED ON 3/11/2025
AVAILABLE BEFORE 6/7/2025

There is only one city in the country that can say it is the Nation's Capital Washington, D.C. Given that distinction, The Metropolitan Police Department is the premiere law enforcement organization in the city. We receive over 22 million visitors a year, have almost 700,000 residents, and 21,000 private business. The Department consists of more than 4,200 members : approximately 3,550 sworn members and over 650 civilian employees. We are one of the most diverse and highly trained departments in the country. We have the honor of safeguarding and protecting not only our nation's residents, but also people from all over the world.

The Metropolitan Police Department (MPD) offers an attractive benefits package. The benefits package includes competitive compensation, health insurance, prescription drug coverage, dental, vision, short- and long-term disability and life insurance, as well a strong retirement benefit and savings options. Employees are also eligible for our employer contributed 401a plan after one year of employment. Additional perks such as discounts on wireless carriers, gym memberships, amusement park tickets and much more! Additional information can be found at : DCHR Benefits .

This position is located in the Metropolitan Police Department (MPD), Organizational Culture & Wellness Bureau (OCWB), Human Resources Management Division (HRMD). The incumbent serves as Lead Records & Service Representative, coordinating the daily activities of the Customer Service Representatives and the Records Management Assistants within the Customer Service Support Team. The objective is to ensure that the initial point of contact with HRMD upholds the highest standards of service.

The incumbent will be responsible for the following :

  • Reviews assignments received, indicates priorities, and distributes and balances the workload among the customer support and records management staff in accordance with established guidelines and practices and assures timely accomplishment of the work. Makes needed adjustments to assignments throughout the day.
  • Ensures customer support handles routine and complex HR inquiries and professionally responds to customer inquiries, research complex issues, and provides assistance on a wide variety of issues in-person, via the telephone and through the FreshDesk ticketing system.
  • Ensures the Identification Office equipment is operational and reports any equipment supplies needs, malfunctions, or technical support to the supervisor.
  • Establishes records retention management protocols within HRMD and follows pre-established policies, procedures, laws, and / or regulations as they relate to the maintenance and filing of personnel records. Ensures the appropriate handling of manual and electronic records, research and retrieval, archiving documents, and established filing and retention protocols are followed.
  • Ensures all HRMD personnel manual and electronic records are systematically organized, properly labeled, scanned, and securely stored in designated locations, such as personnel file rooms or approved system drives.
  • Instructs employees in task and / or job techniques as necessary. Provides on-the-job training to new employees and provides training on new systems, equipment and / or procedures to assigned employees. Makes available any needed written instructions / manuals / guidance materials and supplies to ensure workers have all items needed to complete work completely / successfully.
  • Recommends needed trainings for employees to supervisor. Examines work to ensure work sequences, procedures, methods, and deadlines have been met, and ensures quality and adherence to policies and procedures, and identifies trends or recurring problems. Makes recommendations for resolution; implements them if approved.
  • Completes regular and ad-hoc status reports and records management audits; keeps supervisor informed of status of work / workload.
  • Confers with supervisor to discuss work activities, resolve unusual problems, receives instructions on new procedures, priorities, system modifications, etc. Makes information suggestions to supervisor, as requested, concerning promotions, reassignments, recognition of outstanding performance, and personnel needs as well as recommendations for procedural changes as appropriate.
  • Completes a variety of customer support tasks (i.e., customer service, records management, and identification badges) during periods of high demand, which can lead to backlogs and impact the team's work efficiency. Additionally, provides coverage when the customer support team experiences staff shortages to ensure the continuity of services.
  • Performs other related duties as assigned.

Qualifications

  • Demonstrated comprehensive knowledge of and experience in administrative and customer service procedures and systems, skills in records management (including filling, archiving, scanning, distribution, etc.), transcription, and ability to draft and proofread correspondences.
  • Comprehensive knowledge of principles and processes for providing customer and personal services, including customer, needs assessment, quality standards for services, and evaluation of customer satisfaction.
  • Comprehensive knowledge to interpret and apply District Personnel Record Management & Privacy laws, guidelines, procedures, and understanding of the Metropolitan Police
  • Department's organizational units, functions, and locations.
  • Demonstrated ability to work effectively in a team and / or lead a team / group of employees in a collaborative and positive effort.
  • Ability to define and resolve problems effectively, establish facts, and draw valid conclusions.
  • Ability to perform extensive research, data entry and interact with the public and internal
  • customers.

  • Demonstrated ability to assist visitors in a professional and polite manner and to exercise tact and discretion when interacting with agitated, hostile and uncooperative persons.
  • Courteous, good listening skills and ability to control outward emotions while handling difficult customers and individuals of different backgrounds. Ability to explain solutions in different ways until the customer understands.
  • Excellent communication skills both orally and in writing, including use of proper English, grammar, spelling, and punctuations.
  • Proficient in Microsoft Office (Outlook Excel, Word, Access, OneNote, PowerPoint) and internet applications.
  • Ability to maintain the confidentiality of HRMD information.
  • Licensures, Certifications and other requirements

    N / A.

    Education

    High School Diploma or its equivalent required. Bachelor's Degree preferred.

    Work Experience

    Applicants must have at least one (1) year of specialized experience at or equivalent to the CS-08 level, or its non-District equivalent, gained from the public or private sector. Specialized experience includes but are not limited to : experience in applying customer service, records management, clerical and administrative procedures, communicating both orally and in writing and the ability to provide resolutions and recommendations; experience creating correspondences and reports and auditing records, operating a personal computer and utilizing software applications, and the ability to lead a team.

    Work Environment

    The work is performed in a typical office and file room setting with adequate heating, lighting, and ventilation.

    Other Significant Factors

    Promotion Potential : No Known Promotion Potential

    This position is deemed as Security Sensitive pursuant to Chapter 4 of the D.C. Personnel Regulations, in addition to the general suitability screening and criminal background check (pre-employment and periodic), individuals may be subject to the following checks and tests : (select the appropriate designation, if applicable)

  • Traffic record check (as applicable);
  • Pre-employment drug and alcohol test (as applicable);
  • Consumer credit check (as applicable);
  • Reasonable suspicion drug and alcohol test;
  • Random drug and alcohol test;
  • Return to duty or follow-up drug and alcohol test; and
  • Post-accident or incident drug and alcohol test.
  • The incumbent is required to possess and maintain a valid motor vehicle operator's permit.
  • The District of Columbia Government is an Equal Opportunity Employer : all qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.

    Click here to review additional information Employee Disclosure & Information for Applicants .

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