Complaint Specialist (Austin Police Oversight)

Job Description:

Complaint Specialist (Austin Police Oversight)

Description

About This Position

Under general supervision this position will be responsible for providing impartial investigations of complaints of alleged police misconduct which are filed with Austin Police Oversight.

Job Description:

Complaint Specialist

Purpose:

Under general supervision, this position is responsible for the intake, screening, and resolution of complaints against police officers of Austin Police Department (APD).

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Receives phone inquiries and walk-in complaints by interviewing complainants, researching, analyzing, and evaluating as it relates to applicable APD Standards Operating Procedures, Policies, and other related regulatory requirements. Assists complainants in understanding the process and requirements for filing a complaint.
• Reviews, interprets, and analyzes complaints along with other available data to identify potential trends or problem areas, and provides comprehensive reports and recommendations to management for preventive and/or corrective action.
• Coordinates new programs as assigned by gathering, inputting, and analyzing all data and information regarding performance and mission of the department, and other citizen oversight and community policing issues.
• Provides models, technical information, and reports to other employees as required or negotiated by the division. Collaborates and participates on teams of co-workers, employees, or other assigned members.
• Ensures timelines are met with reports, documentation, and updates of appropriate systems and records management.
• Represents the division at community/outreach events by presenting in various media formats the fundamentals of the program.
• Creates and provides training for program areas including mediation and/or dispute resolution.
• Assists in preparing recommendations by researching and interviewing others if appropriate and may provide evaluations for review and approval.
• Assists in the monitoring and reviewing of Internal Affairs investigations of citizen complaints by participating in interviews and review of evidence.

Responsibilities - Supervisor and/or Leadership Exercised:

• May provide leadership, work assignments, evaluation, training, and guidance to others.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of Federal, State, and Local laws/ordinances regarding discrimination in law enforcement, community policing, and civilian oversight.
• Knowledge of applicable systems and databases.
• Knowledge of investigatory and negotiation techniques.
• Skill in handling hostile, conflict, and uncertain situations.
• Skill in application of investigative and research techniques.
• Skill in oral and written communications to clearly convey and receive information and ideas.
• Skill in interviewing under a variety of conditions, including the possibility of highly charged emotional demonstrations such as hostility, conflict, and frustration.
• Skill in the application of investigative and research techniques related to human rights issues.
• Skill in researching established case law and applicable precedents.
• Skill in data collection, analysis, and problem solving.
• Skill in dispute resolution.
• Skill in the use of computers and applicable software applications.
• Ability to handle multiple tasks and prioritization.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to quickly recognize and analyze irregular events.
• Ability to establish and maintain effective communication and working relationships with City employees and the public.

Minimum Qualifications:

• Graduation with a Bachelor's degree from an accredited college or university with major coursework in Public Administration, Criminal Justice, Political Science, Community Engagement or a field related to the job, plus two (2) years of related experience.

Licenses and Certifications Required:

• None.

Preferred Qualifications:

• Experience conducting investigative interviews.
• Experience completing investigative reports.
• Experience in collecting and interpreting evidence.
• Experience interpreting personnel policy.
• Ability to travel to more than one work location.

Notes to Candidate:

About the Position:

Under general supervision this position will be responsible for providing impartial investigations of complaints of alleged police misconduct which are filed with Austin Police Oversight.

• Monitor, review, and conduct administrative Investigations of both internal and external complaints filed with the APO related to police misconduct.
• Triage complaints and develop, plan, organize, and conduct in-depth reviews and analyses of sensitive police incidents to ensure officers complied with policy and directives, -conduct complaint intake and formulate objective recommendations based on critical analysis for deliver to APO Complaint Division supervisor.
• Prepare detailed interview reports and regularly communicate with complainants about case disposition.
• Enter, update and track case information and case data in the police digital management system.
• Monitor or attend investigative interviews of police officers and/or complainants during the investigative process.
• Must complete Department approved interview and administrative complaint specialist training.
• Attributes: Objectivity, Attention to details, Initiative,
• Dependability, Effective Communication

When completing the City of Austin employment application:

Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.

A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.

A résumé is required, but will not substitute for a complete employment application. Please include contact information from previous employers.

A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• And are in the military or a veteran, you will need to provide a copy of your DD- 214 prior to confirming a start date.

Travel:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Work Location:

Rutherford Lane Campus

Benefits:

Working with the City of Austin provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click Here .

Background Investigation:

A CJIS background investigation is required for this position.

Salary Range:

$60,630.00- $74,270.00 annually

The office may close the posting at any time after seven days.

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JOIN THE CITY OF AUSTIN TEAM



At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued, and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2026-10-09