Delivers quality customer service at the visitation desk and central control to various audiences associated with Lexington County Detention Center, including visitors, attorneys, clergy, external and internal law enforcement entities, volunteers, and contracted employees.
Essential Duties and Responsibilities
- Serves as the receptionist for the two outside entry points to the Jail. Trained to work in Visitation and Central Control.
- Maintains the highest level of ongoing effective communication with management to assure quality customer service is provided to all customers and issues are resolved in a timely manner.
- Reports any issues with equipment or phone system directly to contracted service provider. Follows through on maintenance tickets until systems are operational and repair work is completed.
- Answers the telephone; screens callers; provides information as requested or forwards calls to appropriate staff person; takes messages as necessary; greets and assists office visitors. This includes telephone conversations with the public answering questions concerning inmate information.
- Performs general administrative duties as required, including typing reports and correspondence, entering and retrieving computer data, copying and filing documents, sending and receiving faxes, and establishing and maintaining filing systems.
- Serves as the primary customer service representative for all guests entering the visitation lobby.
- Duties require some contact/interaction with inmates.
- Provides information and guidance directly to the public inexperienced in navigating the criminal justice system, sometimes under emotional conditions.
- Facilitates on-site and remote visitation sessions. May require contacting housing unit officers and the public to ensure visits begin promptly. Works to resolve any schedule conflicts or issues that may arise.
- Opens and closes the visitation office and lobby, powering-up and down equipment, and maintaining cleanliness of the visitation office and surrounding areas.
- Assists facility visitors with video visitation, such as helping visitors with logging in and creating visitation appointments.
Central Control Duties
- Operates and controls security doors inside and outside the jail facility. Monitors safety and security equipment including alarms and camera monitors. Operates radio, telephone, and intercom to communicate with staff, visitors, contract employees and inmates.
- Monitors the activity of corrections staff to maintain safety and security and calls for back up when appropriate. Uses operational procedures and emergency checklists to contact and dispatch personnel for activated alarms or in emergency situations.
- Performs other similar duties as required.
Job Specifications and Qualifications
- High School diploma or equivalent, with at least one year of professional customer service experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
Licensing and Certifications:
- NCIC Security Awareness Training.
Working Conditions / Physical Requirements
- Exerting up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.
- Positions in this class typically require talking, hearing, seeing, grasping, fingering, standing, walking, repetitive motions, stooping, kneeling, crouching, and reaching, climbing and balancing, pushing, pulling, and lifting.
- Schedule may include nights and weekends, so flexible availability is preferred.