Public Safety Call Center Operator

City Of Aurora Records Call Center Operator

It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and 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

PRIMARY DUTIES & RESPONSIBILITIES

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

The Records Call Center Operator is responsible for assisting community members with obtaining records, answering incoming calls on the police records line, and providing customer service at the Records service window.

The deadline to submit applications is June 11th, 2026, however, it is subject to close at any time without prior notice once a sufficient pool of qualified applicants is obtained.

PRIMARY DUTIES & RESPONSIBILITIES

• Answers all incoming calls to the Public Records Line
• Tracks, distributes, files and scan documents.
• Responds to phone inquiries for obtaining criminal justice records
• Follows record dissemination laws, policies, and procedures
• Review and redact various types of criminal justice records.
• Provide limited information to requester over the phone, IE: insurance information from vehicle accidents
• Route 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

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

MINIMUM QUALIFICATIONS & WORKING CONDITIONS

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 as indicated on their application and/or resume.

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:

Knowledge of office practices and procedures; business English.

Complex record keeping systems; Word, Windows

Use judgement to ensure confidential information remains protected

Skills:

Data entry, sentence clarity, and multi-tasking.

Abilities:

Ability to 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 Required:

None

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.

Occasional Standing/Walking - Occurs up to 31 minutes to 2.5 hours per shift

Work Environment:

Essential duties performed primarily in 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.

For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

Drug Testing, Thorough Criminal Background Check, and Employment References: As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check.

Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others.

Employment references will be conducted on finalists for City of Aurora vacancies.