Office Administrator IV-Call Center Supervisor

Position Overview

Serves as the Call Center Supervisor, for the Firearm Services Bureau for the Division of Justice Services. Maintains and controls production schedules to regulate volume and accuracy as established by the Section manager. Assigns and reviews work; provides guidance and training to assigned staff. Responds to a variety of phone inquiries from the public and attorneys pertaining to the processing status of FOID/CCL applications, and processing procedures and requirements. Receives and reviews responses of confidential criminal history from the FOID/CCL, Master Database Suspect Files, Illinois/Computerized Criminal History (ILICCH), National Crime Information Center (NCIC), National Instant Check System (NICS) and Triple I-FBI (Ill), and determines if the FOID record matches any responses, completes proper coding of FOID/CCL records. Uses production data of subordinate personnel to evaluate the performance and the production of the Unit and takes the necessary steps for efficient utilization of personnel. Attends and participates in staff meetings to keep abreast of Section activities related to area of responsibility.

About the Agency

​​The Illinois State Police strives for excellence seeking to be one of the premiere policing agencies in the country. Our core values are Integrity, Service, and Pride. We are seeking individuals with similar values to join us on our mission to promote public safety.

Essential Functions

• Supervises the FOID/CCL Customer Service Call Center.
• Serves as a backup to the Firearms Owners Identification/ Concealed Carry License (FOID/CCL) call center when staffing is low and volume of calls is high, answers questions from callers that call center agents are unable to answer.
• Performs query functions related to FOID/CCL computer problems.
• Compiles, prepares and directs the compilation and preparation of a variety of statistical reports and other informational data for supervisor's utilization.
• Trains new staff in the effective and proper use of equipment, FOID work procedures, and departmental procedures pertaining to FOID/CCL security and confidentiality policies.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

Requires knowledge, skill and mental development equivalent to completion of two (2) years study at a secretarial/business college and two (2) years office experience; OR completion of high school and four (4) years Office Assistant experience; Or four (4) years independent business experience.

Preferred Qualifications

• Prefers Two (2) years experience using working knowledge of an Agencies programs, policies, operations, and office procedures.
• Prefers Two (2) years experience using elementary mathematics and grammar.
• Prefers Two (2) years experience directing and supervising the work of non-professional office staff.
• Prefers Two (2) years experience using working knowledge of the Illinois Firearms Identification (FOID) laws, Concealed and Carry Weapon laws, and federal firearm regulations.
• Prefers Two (2) years experience being LEADS certified.

Conditions of Employment

• Requires ability to pass background and fingerprint check.
• Requires ability to pass a drug screening.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job descriptions.

Benefits Package

The Illinois State Police offers a robust benefit package including:

• • Flexible work schedules in many program areas
  • Health, life, vision, and dental insurance.
  • 12 weeks paid maternity/paternity leave.
  • Pension Plan
  • Deferred Compensation, and other pre-tax benefit programs.
  • Employees earn twelve (12) paid sick days annually.
  • Ten to twenty-five (10-25) paid vacation days based on years of service.
  • Employees earn three (3) paid personal days pro-rated based on start date.
  • Thirteen-Fourteen (13-14) paid state holidays annually.