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Service Desk Officer II

Evanston Police Department

Human Resources


Contact Information


Evanston Police Department
Attn: Human Resources
1454 Elmwood Avenue
Evanston, IL 60201


  • 847-448-8204

Position Information

Application Deadline:

  • 03/03/19


  • $22.109 - $31.203

    *Starting salary is dependent upon qualifications, but in most cases is no higher than the midpoint for the range. 


  • 75,000

Position Details

We plan to conduct the mandatory testing on or around March 18 and 20. Qualified candidates will receive testing invitations via e-mail regarding available timeslots the week of March 11. Individuals who tested for the position previously may apply and test provided it has been at least one year since they last took the test.


This position provides the first-line non-emergency response to citizens requesting information or service from the Police Department. Employees greet visitors to the Police Station, answer questions, provide a variety of services to citizens and to sworn police officials; assist sworn members of the department in performing their tasks and assignments by relieving them of tasks not requiring a sworn officer; responsible for monitoring prisoners in department lock-up; use a variety of computerized systems to answer questions, provide information, generate reports, and maintain records; explain and interpret general departmental policies to inquirers either in person or on the phone; provide support services to field units. Employees must utilize excellent communication skills, written, verbal and listening skills in order to determine the appropriate manner in which to respond to a call; must be tactful yet firm in enforcing appropriate departmental policies and procedures. Employees must possess excellent customer services skills and appropriate telephone etiquette. This position works permanent shifts (midnights, days, afternoons), which will include rotating days offs, weekends and holidays, is uniformed, and may be subject to voluntary and mandatory overtime as dictated by the supervisor.

ESSENTIAL FUNCTIONS (Specific assignment will include some or all of the following):

  • Answers, screens, and routes non-emergency telephone calls and walk-in inquiries.
  • Explains police department procedures, services, and similar information requests accurately, professionally, and within departmental and City standards.
  • Receives complaints from public concerning crimes and police emergencies.
  • Identifies problem situations and utilizes different methods of problem solving. • Solicits information to determine appropriate resources needed to respond to requests for service.
  • Prepares reports to document arrest information such as, name, address, charge, and arresting officer.
  • Fingerprints and photographs prisoners, restrains prisoners when necessary, serves prisoners meals, and processes bail bonds, arranges for prisoner transportation to court and releases prisoners from custody.
  • Monitors prisoners via closed circuit television and/or physically.
  • Monitors arrest registers, using computer-based information system to ensure timely processing of prisoners in accordance with procedural requirements.
  • Reviews booking reports of prisoners arrested to verify completeness and accuracy of reports.
  • Answers inquiries to explain procedures, give status of individuals, verify information, and expedite processing of prisoners.
  • Handles multiple tasks within appropriate time frames and operating procedures.
  • Receives necessary certifications and to display proficiency with CAD, LIVESCAN, LEADS and other computer based systems. • Routes requests through the Public Stuff system.
  • Performs other duties as assigned.


  • Must possess a High School Diploma, GED, or higher; some college education is preferred.
  • Must possess three (3) or more years of experience working in a fast paced, highly structured customer service position which demonstrated knowledge and skills in areas of essential tasks.
  • Must possess a valid driver's license and a safe driving record.
  • Must be able to type a minimum of 25 words per minute.
  • Fluency in Spanish is preferred.
  • Knowledge, skills, and abilities in the following areas:
    • Working knowledge of customer service principles and techniques.
    • Ability to effectively communicate and calm irate citizens, while still obtaining the necessary information to solve problems, defuse emotional situations, respond appropriately to emergency/non-emergency requests and calls.
    • Ability to read and comprehend manuals, general orders, laws, and legal documents.
    • Ability to write reports and memos using proper format, punctuation, spelling and grammar, using all parts of speech in a manner understandable to the receiver.
    • Ability to communicate in Spanish would be helpful.
    • Knowledge and use of computer systems, and ability to be trained in department-specific software and hardware.
    • Ability to coordinate information from a variety of sources, compile into appropriate format; interpret according to policies, practices and procedures.
    • Ability to work effectively with employees at all levels within the organization; ability to identify problems and best possible resolutions to problems.
    • Knowledge of social media, including Facebook and Twitter and ability to LiveChat and text.
    • Knowledge of radio procedures and rules.
    • Knowledge of City departments and their responsibilities.
    • Knowledge of geographic features and streets within the service area.
    • Knowledge of office procedures and practices.
    • Ability to exercise good judgment and make sound decisions.
    • Ability to understand and follow oral and written instructions.
    • Ability to work on various tasks simultaneously.
    • Ability to work various shifts as assigned.


Medium work, exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Work is mainly indoors, with protection from weather changes although not from temperature changes. Ability to walk up and down up to three flights of stairs. Equipment Used: Including, but not limited to, uniforms, tape recorders, charts, diagrams, federal, state and local statute books, reference books, camera, radio, telephone equipment, maps, personal computer and software including word processing, spreadsheet and database programs, calculator, fax machine, and cellular phone.


  • Must submit to and successfully pass the following: assessment, interview typing test, polygraph examination, psychological examination, criminal background check and medical/drug testing.
  • Must be able to obtain necessary certifications and become proficient with CAD (police dispatch software), and other computer and/or web-based systems such as PAL (permit software), CITY WORKS (asset management software), AQUIS (utility billing software), CRM System (Service Request/Workflow Management Software), PublicStuff and Internet research.


Work is performed under the general direction of a supervisor. The employee is responsible for completing work according to Departmental and City work rules and safety regulations. Work is reviewed through ongoing observation, written and verbal communications, meetings and feedback from the supervisor and from other department employees. Guidance is provided through rules and regulations, policies and procedures, Personnel Rules and FOP contract. Additional guidance is provided through state statutes, City ordinances and standard operating procedures. Work is evaluated at least annually for quality of tasks, adherence to work rules, and performance in accordance with classification standard.


This position is consistently and continuously interacting with members of the public, sworn officers, other city employees, and visitors to the police station. The employee also interacts with prisoners, persons detained, and other irate, emotional and irrational persons.


Practical Assessment-Pass/Fail Typing/Internet Testing – Pass/Fail Structured Oral Interview/Observation – Pass/Fail Background Investigation – Qualifying Polygraph Assessment - Qualifying Psychological Assessment – Qualifying


Category Group List Two-Year life

To apply for this position, please apply online at:

on or before the March 3 closing date

Only online applications will be considered.

Chosen candidates will be required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.

The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity.

The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact the Facilities Management Office at 847-866-2916 (voice) or 847-448-8052 (TTY).

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