Public Safety Call Center Operator

Location: 15001 E Alameda Pkwy, Aurora, Colorado 80012-1554

About the City of Aurora

Excellent organizations have a set of principles, or core values, that guide their mission and vision. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service. We welcome all who share these values to apply.

Why Work for Aurora?

• Make a difference in the lives of real people every day
• Diverse community
• Competitive total compensation package
• Well-Funded General Employees Retirement Plan
• Light rail station minutes away
• On-site fitness center and overall employee well-being programs
• Internal educational programs to assist with career advancement
• Access to innovation workspaces

Responsibilities

• Answers all incoming calls to the Public Records Line
• Tracks, distributes, files, and scans documents
• Responds to phone inquiries for obtaining criminal justice records
• Follows record dissemination laws, policies, and procedures
• Reviews and redacts various types of criminal justice records
• Provides limited information to requesters over the phone (e.g., insurance information from vehicle accidents)
• Routes calls for other units to the appropriate unit
• Receives and processes payments for criminal justice records and other police services
• Operates a variety of office machines
• Performs additional duties as assigned

Requirements

Qualifications

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

• Education: High School Diploma or GED. The selected candidate will be required to submit proof, in the form of an official transcript, of the highest level of education completed.
• Experience: One (1) year of general clerical experience with an emphasis on customer service and cash handling.

Preferred Qualifications

• Two (2) years of general clerical experience with an emphasis on customer service and cash handling
• Experience working in a judicial or law enforcement environment

Knowledge

• Office practices and procedures
• Complex record-keeping systems
• Microsoft Word and Windows
• Use judgment to ensure confidential information remains protected

Skills & Abilities

• Data entry, sentence clarity, and multitasking
• Establish and maintain effective working relationships with employees and citizens
• Handle stressful situations with tact and diplomacy
• Communicate effectively both orally and in writing
• Memorize and retain updated processes
• Critical thinking to navigate technical tasks; use resources when unsure and Lead or Supervisor is not available

Licenses and Certifications

None required.

Working Conditions

• Essential Personnel: When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel.
• Physical Demands: Sedentary physical work that involves moving no more than 10 pounds at a time. Frequent lifting, carrying, walking, and standing. Hand/eye coordination to operate computer keyboard. Vision to read and interpret reports, documents, and other written information. Frequent speech communication and hearing to maintain communication with employees and citizens.
• Occupational Frequency: Occasional standing/walking — occurs up to 31 minutes to 2.5 hours per shift.
• Work Environment: Essential duties performed primarily in a clean, comfortable environment with some shared workstations and equipment.
• Equipment Used: Frequently uses computer keyboard and telephone, fax machines, copiers, and microfilm equipment. This position may require the incumbent to occasionally use personal equipment (e.g., vehicle, cell phone, tools, etc.) in the course of their employment.

The city of Aurora will implement furlough days (unpaid days off) for most employees in 2026. The scheduled furlough dates are January 16, April 10, July 2, and December 24.

Pay

The hiring range for this position is $19.00 - $23.75 hourly.